Delivery and Returns

Please find all information below on the Heylo Delivery and Returns Policy. 

How long does delivery take?

We are currently experiencing high demand and although our warehouse team is working exceptionally hard to fulfil orders as quickly as possible, we kindly ask you to bear with us if you experience a slight delay in order fulfilment. We will always ship your order as soon as we can. 

Once your order has left the warehouse, you will receive an email to say that it’s on its way. This email will also contain a link to track your parcel.  

Shipments are sent from our warehouse Monday-Friday and delivery occurs 7 days a week. Please note that orders must be placed before 11am on a Friday to meet the weekend cut-off – any orders placed after this time will not be processed until the following Monday.  

On the rare occasion that a delivery doesn’t go to plan, please just email us at heretohelp@weareheylo.com or send us a WhatsApp using the chat function on our website and we will make sure we fix it for you. 

 

We use a tracked service for all shipments and currently offer the below options: 

 

TRACKED 1-2 days

The tracked 1-2 day service is the fastest option we provide, and it is always recommended when purchasing any fresh products.

Choosing this option means that your order should arrive up to 3 days after it has been placed. Please allow 1 day for picking and packing and the “TRACKED 1-2 days” refers to the time your shipment will take to arrive after it has left the warehouse.

Often, our turnaround is much faster than the above, with some orders arriving the next working day but we always ask you to allow 3 days before contacting our Customer Service team about a late delivery when selecting this option.

 

TRACKED 2-3 days

The tracked 2-3 day service is the cheapest option we provide and is great for when ordering non-fresh items.   

Choosing this option means that your order should arrive up to 4 days after it has been placed. Please allow 2 days for picking and packing and the “TRACKED 2-3 days” refers to the time your shipment will take to arrive after it has left the warehouse.  

Often, our turnaround is much faster than the above but we always ask you to allow 4 days before contacting our Customer Service team about a late delivery when selecting this option.  

 



How much does delivery cost?

We like to keep things as simple as possible. 

We offer a flat rate fee of £4.49 for the tracked 2 -3 day service and £4.99 for the tracked 1 -2 day service, you can choose which delivery option you would like to use at check out. 

PLEASE NOTE: Free shipping is available on every order over £42.99, and we will always use the tracked 1-2 day service when your basket is value is £42.99 or above. 

 


 

Can I track my order?

Our delivery service includes full tracking with updates to your email address and/or mobile.  

Once your order has left the warehouse, you will receive an email to say that it’s on its way. This email will also contain a link to track your parcel. You will also receive the tracking number in all updates received directly from the courier. 

PLEASE NOTE: You can also choose to leave your delivery with your neighbour if you know that you’re not going to be home! 

 



Where do you ship to?

United Kingdom, including Northern Ireland, Channel Islands for now.

 



Returns Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

PLEASE NOTE: We cannot accept returns of fresh goods unless they are faulty. If your fresh goods do arrive faulty, we will offer an exchange, replacement or refund. 

 



Cancelling Orders

1. Due to the perishable nature of the products, orders may not be cancelled if they have already been dispatched by WE ARE HEYLO LTD. If they have not been dispatched, then you will receive a full refund.

2. If you are dissatisfied with the products, we ask you to email us at heretohelp@weareheylo.com stating the reasons or concerns you may have and return the products unopened to the address listed below. The products should be returned in a reasonable condition and at your own expense. We recommend the use of a Recorded Delivery Service.

3. Your statutory rights concerning the quality of the products will be unaffected.

 



Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 



Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at heretohelp@weareheylo.com.

 



Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 


Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at heretohelp@weareheylo.com and send your item to: 81 Tinshill Lane, Leeds, LS16 6DF, United Kingdom.

 



Shipping

To return your product, you should mail your product to: 81 Tinshill Lane, Leeds, LS16 6DF, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 


 

PLEASE NOTE: We reserve the right to update our Delivery and Returns Policy from time to time, so we kindly ask that you re-read it each time you shop. Thank you!