Frequently Asked Questions

Answers to our most common questions.

🚚 Delivery

What are the delivery times?

Our orders are shipped from our EU warehouses (mainly Germany, Poland, France). Estimated delivery time: 3 to 7 business days for mainland France. You will receive a tracking number by email upon dispatch.

What are the delivery costs?

Fees depend on your basket and destination. They are displayed before order confirmation. Keep an eye out for our promotions for free shipping above a certain amount!

Where do you deliver?

Mainland France, Belgium, Luxembourg, Switzerland, and most EU countries. For overseas territories or non-EU destinations: contact us before ordering.

What if my package doesn't arrive?

If you have not received your package within 30 days, we will refund you in full (Art. L216-2 French Consumer Code). Contact us at contact@hauloa.com.

💳 Payment

What payment methods do you accept?

Bank cards (Visa, Mastercard, CB), Apple Pay, Shop Pay (Shopify Payments). All payments are 100% secure — we never store your bank details.

Is it secure?

Yes. The site uses HTTPS (green padlock in the browser). Payments are processed by Shopify Payments, which is PCI DSS Level 1 certified (the highest global banking standard).

Do you offer payment in installments?

Not yet, but we are looking into it. You can use Shop Pay, which sometimes offers this option depending on your account.

📦 Order

How do I place an order?

Add your products to the cart, click "Order", enter your address, choose your payment method, and confirm. You will receive a confirmation email immediately.

Can I modify my order?

As long as your order has not been shipped, contact us quickly at contact@hauloa.com. We will do our best to modify it.

Can I cancel my order?

Before shipment: yes, full refund. After shipment: you can refuse the package or exercise your right of withdrawal within 14 days of receipt.

Where can I view my orders?

Log in to your account on hauloa.com with the email used when ordering. You will find your history and tracking numbers there.

↩️ Returns & refunds

Can I return a product?

Yes, you have 14 days after receipt to withdraw without having to justify yourself. See Right of withdrawal and Refund Policy.

How long does it take to get a refund?

Upon receipt of the returned product, we will refund within 14 days maximum (often 3-5 days), to your original payment method.

The product arrived broken, what should I do?

Photograph the packaging and the damaged product. Send everything to us at contact@hauloa.com within 48 hours. We will refund or reship for free.

Who pays for return shipping?

You if you change your mind. We if the product is defective or does not conform to your order.

🏫 The product

Are the products guaranteed?

Yes. 2-year legal conformity guarantee + guarantee against hidden defects, in accordance with French law. For any breakdown or defect, contact us.

Where do your products come from?

We select our products from partner suppliers based in Europe (warehouses in Germany, Poland, France) for short lead times and European quality standards.

Are the products CE compliant?

Yes. All our electrical/electronic products bear the CE marking. Cosmetics comply with European Regulation 1223/2009.

🔐 Account & privacy

Do I need to create an account?

No, you can order as a guest. But creating an account allows you to track your orders and save time on future purchases.

How do you protect my data?

In accordance with the GDPR. See our Privacy Policy for details.

Can I delete my account?

Yes, at any time. Send an email to contact@hauloa.com with your request — deleted within 30 days.

🎁 Promo codes & gifts

How do I use a promo code?

At checkout, in the "Promo code" field, type your code and click "Apply". The discount is applied immediately.

Do you offer gift cards?

Not yet, but it's on the roadmap. Subscribe to the newsletter to be notified of the launch.

💬 Other questions?

FAQ updated: June 2026 — The Hauloa Team 🧡