Frequently Asked Questions 

 

Where can I change personal details, such as my e-mail address or delivery address?

If you are already a registered customer, you can change your e-mail address, delivery address and other personal details under “My account” > “Profile”.


You can also place orders without creating a customer account, but this will require you to enter your details every time you make a purchase.

How can I select/change my preferred payment method?
  • You can select or change your preferred type of payment under “My account” > “Payment methods”.
  • You can also choose a different payment method when placing your order.
How can I change my password?

You can change your password under “My account” > “Profile”.

What are the available payment methods?

The Dr. Hauschka online shop supports the following payment methods:

  • VISA Debit
  • Credit Card
What are the shipping costs?

The shipping costs are £3.50. We offer free shipping for all orders over £40.

How will I know that my order has been placed successfully?

We will send you e-mail confirmation of your order once it has been received. You can also view all your orders under “My account” > “Orders”.

How long will it take for my order to be delivered?

Your item(s) are dispatched as soon as we receive your order, subject to availability. Delivery can take up to five working days. We will inform you via e-mail as soon as your order has left our premises. You can also check the status of your order under “My account” > “Orders”. You also have the option to receive updates on the shipping status of your order from our partner. To receive these updates, please indicate when placing the order that you agree to us passing on your e-mail address to DPD.

How will my order be delivered?

Your order will be delivered by DPD. You will receive tracking information after your order confirmation to allow you to track your parcel. 

Is there an express delivery option?

We do not currently offer this service. We do, however, process your order as quickly as possible. The delivery period is up to five working days from receipt of the order. 

Can I have my order delivered to my work address?

You can choose to have your order delivered to your work address. Please select the option “The shipping address does not match the billing address” and enter your company address and department, if relevant.

How can I add items to my order or change my order?

Unfortunately we cannot make changes to an order once it has been confirmed. If you wish to purchase more items, please place a new order.

I have placed several individual orders. Can the orders be combined?

Currently we are unable to combine separate orders.

How can I cancel my order?

Were you too quick to place your order? As long as it has not yet been processed, you can still cancel your order. Please send an email to  info@wala.co.uk.

Can I have products shipped to other countries?

No. Currently we only deliver to addresses within the UK

If I don't like an item, can I return it?

As standard we only accept damaged or faulty product as returns. Should you wish to return a product because you are dissatisfied, please contact our Customer Service Team directly via email or phone.

Phone:0800 0556604
Email: info@wala.co.uk

Do I receive a refund on returned items?

Yes, the value of all returned goods will be refunded to your account.

How long does the returns and refund process take?

The length of time the refund takes to reach your account depends on the payment method used. You should expect a processing time of up to ten working days. You will receive an e-mail once your returned goods have been received and processed.

What do I do if my items arrive damaged or if they are lost?

If you items are lost or damaged, please contact DPD directly. Should further issues arise, please contact our Customer Service Team via phone or email:

Phone: 0800 0556604
Email: info@wala.co.uk

Who should I contact if I wish to make a complaint?

We are very sorry for the inconvenience. Please send an email to info@wala.co.uk and we will look into the matter immediately.

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