FAQ

Have a question? You'll find answers to our most common questions below. Can't find what you're looking for? We're always happy to help, reach out at info@heylola.com.

Shipping & Delivery

1. What is your shipping policy?
At Heylola, every order comes with Free Standard Shipping across the United Kingdom, with no minimum spend and no hidden fees. We take care in packing every order so it arrives safely and looking its best.

2. Do you deliver to P.O. Boxes or BFPO addresses?
We currently deliver to physical residential or business addresses only. Unfortunately we're unable to ship to P.O. Boxes or BFPO addresses at this time.

3. What are your delivery times? Order Cut-off Time: 5:00 PM (GMT)

• Handling and dispatch: Orders are typically processed and dispatched within 2 to 3 business days (Monday to Friday).
• UK transit time: Once shipped, delivery within the UK takes 8 to 9 business days (Monday to Friday).
• Total estimated delivery: You can expect to receive your package within 10 to 12 business days.

4. How do I track my order?
Once your order is dispatched, you'll receive a confirmation email with a tracking number. You can use this to follow your parcel's progress on our website or directly through the carrier's portal (Royal Mail or ParcelForce).

5. Which carriers do you use?
We ship with Royal Mail and ParcelForce, trusted UK carriers chosen for their reliability and care.

6. What if my parcel doesn't arrive?
If your order hasn't arrived within 12 business days, please check your tracking link first. If there are no updates, contact us at info@heylola.com and we'll investigate immediately. If your parcel is confirmed as lost by the carrier, you'll receive a full replacement or refund in accordance with the Consumer Rights Act 2015.

7. What if my item arrives damaged?
We're so sorry if this happens. Please contact us at info@heylola.com within 30 days of delivery, including your order number and clear photos of the item and packaging. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund.

Returns & Refunds

8. How do I return an item?
If you're not completely happy with your order, you can request a return within 30 days of delivery by emailing info@heylola.com. Items must be unworn, unwashed, and returned with all original tags and packaging intact. Under the Consumer Contracts Regulations 2013, you also have a statutory right to cancel your order within 14 days of receiving your items, for any reason.

9. Can I cancel my order?
Yes. Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of receiving it, without needing to give a reason. To cancel before dispatch, email us at info@heylola.com within 12 hours of placing your order. If your order has already been dispatched, it will need to be processed as a return once received.

10. How long does it take to get a refund?
Once we have received and inspected your return, refunds are processed within 7 business days back to your original payment method. We'll email you as soon as it has been issued. In accordance with the Consumer Contracts Regulations 2013, refunds are always issued within 14 days of receiving your returned goods.

11. Who pays for return shipping?

• Faulty or incorrect items: Heylola covers all return shipping costs in line with your rights under the Consumer Rights Act 2015.
• Change of mind returns: Return shipping costs are the customer's responsibility. We recommend using a tracked service such as Royal Mail Tracked or ParcelForce, as we're unable to take responsibility for parcels lost in transit back to us.

Payments & Security

12. Which payment methods do you accept?
We accept the following secure payment methods:

• Credit/Debit Cards: Visa, Mastercard, American Express, Diners Club, Discover
• Digital Wallets: Apple Pay, Google Pay

13. What currency do you charge in?
All prices and transactions are in GBP (British Pounds Sterling). All prices shown on Heylola.com include VAT where applicable. The amount shown at checkout is your final total, with no additional charges.

14. Is my payment information safe?
Yes, absolutely. All transactions on Heylola.com are protected by SSL encryption and are PCI-DSS compliant. We never store your payment details on our servers. UK customers may be prompted to complete a 3D Secure (3DS) authentication step as required by their bank, which is an added layer of protection for your peace of mind.

Contact Us

Got a question or just want to get in touch? We'd love to hear from you.

Heylola
Email: info@heylola.com
Phone: +44 7882 735047
Business Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company Number: 16930288

Customer Service Hours:

• Monday to Friday: 09:00 to 18:00 (GMT)
• Saturday and Sunday: 10:00 to 16:00 (GMT)