The whole timeline on one table
Hacoo's terms are spread across four help pages. Put together, a typical order to Western Europe looks like this:
| Stage | Length | What you can do |
|---|---|---|
| Processing | 3–5 business days | Correct the address quickly if needed |
| Transit to UK, FR, DE, IT | 15–25 days | Track on the order page |
| Transit to Spain | 15–30 days | Same |
| Transit elsewhere | 25–65 days | Same |
| Return window | 15 days after delivery | Inspect, photograph, request return |
| Return review | 24–72 hours | Answer any questions from support |
| Refund after approval | PayPal 5–7, card 8–15 working days | Check your statement |
Hacoo's EU help page breaks the journey into three parts, preparation (3–7 days), shipping (7–15 days) and final delivery (5–10 days), for a total of 15–28 days, and says customers are told about delays by WhatsApp or SMS. The shipping page adds that some items ship directly from vendors and that multi-item orders may arrive separately.
Allow about a month to Western Europe, and plan to inspect the parcel the day it lands.
How shipping is priced
Hacoo's shipping FAQ describes a two-part fee. Under 3 kg, you pay a basic fee that varies by country and appears at checkout. Over 3 kg, you pay the basic fee plus $5 for every additional 0.5 kg. A third-party explainer from January 2026 quotes $4.99 as the standard fee, which fits the "basic fee" idea, but the app's checkout is the only reliable number for your country.
The weight step matters for bigger hauls. Three pairs of boxed trainers and a jacket can pass 3 kg, and from there every half-kilo adds $5. That is one of the points where an agent's weight-based lines can work out cheaper; our cost calculator lets you compare with your own numbers, and the shoe page explains why boxes add up.
Light orders: the basic fee. Heavy orders: watch the $5 per half-kilo.
Returns: the rules that trip people up
- The clock starts at delivery, not at the end of a busy week. Fifteen days is short.
- Condition: unworn, unwashed, unaltered, in original packaging with tags.
- Who pays postage: Hacoo for defective, damaged or wrong items; you for everything else.
- Exclusions: underwear, cosmetics and personal care items (unless faulty), opened branded electronics and unsealed kitchen appliances.
- How: tap Refund/Exchange on the order page and follow the steps.
For a faulty or wrong item, Hacoo's policy says it may refund without asking for the item back. That is generous on paper, and it is also where Trustpilot complaints concentrate: reviewers describe refused or partial refunds and, in some cases, accounts restricted after return requests. Our is Hacoo legit page sets those complaints against the app-store ratings.
Photographs taken on day one are what make a refund request hard to refuse.
A refund request that holds up
- Photograph the sealed parcel, including the label, before opening.
- Photograph each item with its tags, and close-ups of any fault.
- Compare against the listing: colour, size label, material line.
- Submit through the order page within 15 days, choosing the reason that matches (defective, wrong item, not as described).
- Keep every reply from support, and note dates.
- Escalate through your payment provider if the process stalls past the stated times.
Evidence, the right reason, and dates: three things that move a request along.
How an agent handles the same problems
A shopping agent splits the journey differently. Items first travel to the agent's warehouse in China, where they are photographed; a wrong colour or size is usually returned to the seller there, before you pay for international shipping. Once the parcel leaves China, though, returns are rarely practical. So the agent route moves your checking point earlier, while Hacoo's route puts it at your front door. Our Hacoo vs agents comparison covers this in detail, and the country pages, such as London or Madrid, compare delivery and tax. If you want photos before dispatch without opening an agent account, our WhatsApp service does that, with payment per order.
Hacoo checks at your door; an agent checks in China.
Delivery and refund questions
How long does Hacoo take to deliver?
Hacoo's shipping page quotes 3–5 business days of processing, then 15–25 days to the UK, France, Germany and Italy, 15–30 days to Spain and 25–65 days to other countries. Its EU help page totals 15–28 days for preparation, transit and final delivery. Express shipping, where offered, is listed at 5–7 workdays. These are Hacoo's estimates as of 5 October 2026, not guarantees.
How much does Hacoo charge for shipping?
Hacoo's shipping FAQ says parcels under 3 kg pay a basic fee that varies by country and is shown at checkout, and heavier parcels pay that basic fee plus $5 for every extra 0.5 kg. A January 2026 third-party explainer cites $4.99 as the standard fee, but your checkout screen is the figure that counts, because the fee depends on your country.
Who pays to send a Hacoo item back?
It depends on why. Hacoo's refund policy says that for defective, damaged or incorrect items it covers the return shipping, and it may refund without asking for the item back. For a change of mind, such as a style you don't like or a size that doesn't fit, you pay the return postage. Either way, request the return within 15 days after delivery.
How long do Hacoo refunds take?
According to Hacoo's refund policy, requests are reviewed within about 24 hours, and its help centre says 24–72 hours. After approval, refunds take 5–7 working days to PayPal and 8–15 working days to a credit card. Trustpilot reviewers report that the slow part is usually approval, not the transfer, so keep your photos and messages organised.
What can't be returned to Hacoo?
Hacoo's policy excludes underwear, cosmetics and personal care products unless they are defective or wrong, opened or activated branded electronics such as phones, laptops and Bluetooth earphones, and kitchen or home appliances whose seal has been opened. Everything else must be unworn, unwashed and unaltered, in original packaging with tags, to qualify for a return.