Frequently asked questions
What payment methods do you accept?
Visa, Mastercard, Maestro and UnionPay, plus Apple Pay, Google Pay and Shop Pay. The icons in the footer show the payment methods we currently accept. Every
payment runs over an encrypted (SSL) connection, and we never store your card details
on our own servers.
Do you offer free shipping?
Yes. Delivery is free on every UK order, with no minimum spend. Any customs or import duties that apply to your parcel are payable by you and are not part of the price shown.
How long does delivery take?
Orders are processed within 1 to 2 business days (Monday to Saturday), and delivery then takes a further 3 to 7 business days. Most orders arrive within 4 to 9 business days of being placed. A tracking link is emailed as soon as your parcel is dispatched.
Where does my order ship from?
Your order is dispatched from our supplier in China and travels straight to your UK address. Our Shipping Policy has the full details.
My order hasn't arrived. What should I do?
First check the tracking link in your dispatch email, since carriers occasionally
run behind schedule during busy periods or bad weather. If your parcel goes missing, or it has still not arrived 15 business days after you ordered, email us with your order number. We will open an investigation with the carrier and then send you a new one free of charge. If you prefer, we refund you in full within 7 days instead.
What is Hapexa?
Hapexa is an online shop for thoughtfully chosen items for the kitchen, the home, the garden, children's rooms, pets, and storage, for customers in the United Kingdom. Delivery is free on every UK order, with no minimum spend.
Is my personal information safe?
We don't ask for anything we don't need, and checkout is fully encrypted. See our
Privacy Policy for the full picture of what we collect and why.
Do you ship outside the UK?
Not at the moment. For now, we deliver within the United Kingdom only.
What's your returns policy?
You have 60 days from the date of delivery to request a return, provided the item is unused, in its original condition and with the original packaging. This does not affect your statutory right to cancel, set out in our Refund Policy. Handling an item to check it, as you would in a shop, does not count as use. We never charge a restocking fee. If you change your mind, return shipping is yours to cover, and your return goes to our supplier's returns centre in China as an international parcel, which usually costs about £17. Email us with your order number and we will guide you through it. If an item arrives faulty, damaged or incorrect, email us a photo of the problem with your order number as soon as you notice it. You do not need to send it back. We will post you a replacement free of charge. If the item you ordered is no longer available, we refund you in full instead, within 7 days. This is separate from, and in addition to, your rights under the Consumer Rights Act 2015, including your short-term right to reject a faulty item during the first 30 days after delivery.
Can I exchange an item instead of returning it?
Yes. Exchanges are available on request. Just mention it when you get in touch.
How long do refunds take?
Once we have received and checked your return, your refund is processed within 7 days to your original payment method. If you are cancelling under your statutory right, we refund you within 7 days of receiving the item back or of you sending us proof of postage, whichever is sooner. Your bank may take a little longer to show it.
Can I change or cancel my order?
Yes. Your statutory right to cancel runs from the moment you place your order until 14 days after delivery. If your order hasn't shipped yet, email us and we will cancel it and refund you in full to your original payment method within 7 days; changes are usually possible too until it ships. Once it has shipped, you can still cancel within 14 days of delivery, and our 60-day return window applies as well. Should we have to cancel an order after payment, you get a full refund to your original payment method within 7 days.
Still need help?
Email us (see the Contact page for details). We aim to reply within 12 hours during our customer service hours.