Frequently Asked Questions

Shipping Information

Orders placed before 2:00 PM, Monday to Friday, will be dispatched on the same day for delivery on the next business day.

Orders placed after 2:00 PM on Fridays, or over the weekend, will be dispatched on Monday.

Please note: Some UK areas require a 2-day delivery service and may incur an additional shipping charge.

All orders will receive tracking information upon dispatch, sent via email and/or SMS.

Please ensure that you provide valid contact details to receive these updates.

In some cases, your order may be shipped in multiple packages.

If you have any questions regarding the tracking information, please feel free to contact us , or use the tracking facility available on this chat.

Unfortunately, we are only able to ship to UK addresses.

This policy is in place due to high shipping costs and potential warranty issues that may arise with international orders.

We are, however, happy to fulfill any orders placed with a UK address, even if the items will be used outside the United Kingdom. Please note that any warranty claims must be processed through a UK address.

Please ensure to confirm the tracking information provided by your courier, as it may indicate that the order was delivered to a neighbor, a pick-up store, or a safe place.

If you are still unable to locate your delivery, please don’t hesitate to get in touch and we will provide the necessary support.

We will contact the courier to investigate further and aim to rectify this quickly for you.

Yes, if an item is marked as available for purchase, it is stocked in our warehouse and ready for immediate same-day or next-working-day dispatch.

While we utilize an automated stock management system to ensure accuracy, there may be rare instances where an item displayed as in stock cannot be located in the warehouse. In such cases, you will be notified at the time of dispatch and provided with an update on the stock availability. We will also offer options to refund or partially dispatch your order as needed.

Please note that some items showing sold out may be discontinued, however please get in touch to get the latest update.

We ship predominantly with DPD and Fedex on a next day service. We also use Royal Mail for some parts of the UK on a 48 hour tracked service.

Many of our appliances are shipped as individual parcels. While it is uncommon, these parcels can sometimes become separated within the courier network and may arrive on different delivery vans. This means you could receive the remaining items from your order later in the day.

If you have any concerns, please don’t hesitate to get in touch. We’ll be happy to check the current status of your delivery.

Whilst we are happy for you to inspect all items and place in your kitchen, you must not use any of the items. Boiling the kettle will leave an obvious mark in the base, rendering a return void. Please only use items if you are happy to keep the items.

Please refer to our refunds and returns policy on the website for full information.

Whilst we cannot guarantee an order can be cancelled once dispatched by our system, we can usually stop an order from leaving our warehouse.

Please contact us immediately by email to help@haleretail.co.uk and this will be processed.

We will respond to confirm the cancellation has been accepted and refund applied.

DPD Pickup offers you a more convenient and secure way to receive your order. DPD Pickup allows you to collect your order at a convenient time for you, from a nearby location, such as Sainsbury’s, Co-Op or the Post Office. There are thousands of pick up locations for you to choose from.

Your order is securely stored for 7 days until you are ready to collect it.

Not only that, DPD Pickup reduces carbon emissions by over 85% compared to home delivery. By choosing DPD Pickup, you’re choosing the sustainable delivery option.

Please select the Ship to Shop option at checkout and choose the store that best suits you.

Please check our return/refund/exchange policy here.

Where you have ordered an incorrect item or wish to change a product received, we are usually able to faciliate this subject to stock availability. There may be a charge for this, to cover both the item and return postage and delivery.

Warranty Information and Support

All our products come with a comprehensive 12-month warranty managed directly by ourselves for the first year from the date of purchase. Additionally, you receive a further 12 months of coverage directly through the manufacturer. Please note that some brands may require warranty registration, so be sure to check your product instructions and guarantee details for confirmation.

If your appliance does develops a fault, we encourage you to contact us as soon as possible to report the issue. In many cases, problems can be quickly resolved without needing to return the product. Our team is here to offer expert advice that might solve the issue. If a fix isn’t possible, we will provide a replacement item.

Important: Do not dispose of the appliance under any circumstances without first receiving confirmation from us that this is the correct course of action.

Whilst we take great care in ensuring your order is shipped and delivered in perfect condition, there are both circumstances where the courier network do not care of the parcel, or there has been an undetected manufacture defect from the factory.

If the product is not as expected, please provide further information and we will do what is possible to resolve this for you.

In both cases, please get in touch and we will resolve this quickly. We may require the

product back, or may be able to provide a quicker solution for you.

We will always try to accommodate any specific requests, however our bundles are priced to reflect the cost of sourcing particular stock. As a result, we may or may not be able to accept a partial return or swap, so please get in touch to discuss your request. Do not return only part of an order without contacting us first.