Frequently Asked Questions

Last Updated: 2 September 2026

General Questions

What is HAVELLOA?

HAVELLOA is an online retailer offering products to customers in the United Kingdom. For information about our available products, please visit our website at havelloa.co.uk.

How can I contact HAVELLOA?

You can contact us using the following details:

HAVELLOA

19 Hollin Park Rd
Leeds, England
LS8 3HD
United Kingdom

Email: contact@havelloa.co.uk
Telephone: +44 1305 913918
Website: havelloa.co.uk

We aim to respond to customer enquiries as promptly as reasonably possible.

Orders

How can I place an order?

You can place an order through our website by selecting the product you wish to purchase, adding it to your basket and completing the checkout process.

You will receive an order confirmation by email after your order has been submitted successfully.

How can I check the status of my order?

If tracking information is available, it will usually be provided in your dispatch confirmation email. If you need help locating your order, please contact us and include your order number and the email address used at checkout.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order. We will try to assist, but changes or cancellations may not be possible once an order has been processed or dispatched.

If your order has already been dispatched, you may need to follow the applicable returns process.

What should I do if I receive the wrong item?

Please contact us promptly if you receive an incorrect item. Include your order number and, where appropriate, photographs of the item received so that we can investigate and provide the next steps.

What should I do if my order arrives damaged?

If your order arrives damaged, please contact us as soon as possible with your order number and photographs showing the condition of the packaging and product.

We will review the issue and advise you of the available options in accordance with applicable consumer law and our returns policy.

Delivery

Where do you deliver?

We currently provide delivery information at checkout for the destinations available for each product.

Delivery availability, charges and estimated delivery times may vary depending on the delivery address, product and delivery method selected.

How long will delivery take?

Estimated delivery times are shown at checkout or in your order confirmation where available. Delivery times are estimates and may be affected by factors outside our control, including courier delays, adverse weather, public holidays or incorrect delivery information.

What happens if my order is delayed?

If your order has not arrived within the estimated delivery period, please contact us with your order number. We will review the delivery status and assist where possible.

What happens if I am not available to receive my order?

If you are unavailable, the delivery provider may leave instructions, attempt delivery again or take the parcel to a designated collection point. Please follow the instructions provided by the delivery provider.

Returns and Refunds

Can I return an item?

Returns may be available depending on the product and the reason for the return. Please review our Refund Policy for information about eligibility, exclusions, return procedures and applicable time limits.

How do I request a return?

Please contact us before returning an item. Include your order number, the email address used at checkout and details of the item you wish to return.

We will provide instructions where a return is appropriate.

When will I receive my refund?

Once an approved return has been received and inspected, any refund due will be processed in accordance with our Refund Policy.

Refunds are generally issued to the original payment method. The time taken for funds to appear may depend on your bank or payment provider.

Are there items that cannot be returned?

Certain products may be excluded from return for legal, hygiene, safety or other reasons. Please review our Refund Policy for details of applicable exclusions.

Your statutory rights are not affected.

Payments

What payment methods do you accept?

Available payment methods are displayed at checkout. Payment options may vary depending on your location, device, order value and other factors determined by the relevant payment provider.

Is my payment information secure?

Payments are processed through secure payment providers. HAVELLOA does not necessarily receive or store your complete payment card details.

What should I do if my payment fails?

If a payment fails, check that your payment details are correct and that your payment method is valid. You may also try another available payment method.

If the issue continues, please contact your bank, card issuer or payment provider. You may also contact us for assistance with your order.

Products

How can I find product information?

Product descriptions, images, specifications and other available information are provided on the relevant product page.

If you need further information before placing an order, please contact us and we will assist where possible.

What if a product is out of stock?

If a product is unavailable, it may be temporarily out of stock or no longer available. Availability may change without notice.

Privacy and Policies

How is my personal information used?

We collect and use personal information in accordance with our Privacy Policy. This may include information needed to process orders, arrange delivery, provide customer support, prevent fraud and comply with legal obligations.

Where can I find your policies?

Our website may include the following policies:

  • Privacy Policy
  • Refund Policy
  • Shipping Policy
  • Terms of Service
  • Cookie Policy

Please review the relevant policy for detailed information about your rights, responsibilities and our procedures.

Contact Us

If your question is not answered above, please contact us:

Email: contact@havelloa.co.uk
Telephone: +44 1305 913918

When contacting us about an order, please include your order number and the email address used at checkout where possible. This helps us locate your order and provide assistance more efficiently.

For privacy-related enquiries or requests concerning your personal information, please contact us using the email address above. Further information is available in our Privacy Policy.

We look forward to assisting you.