Frequently Asked Questions

Can I still purchase from your website?

Yes, we’re still open 24/7 to accept orders in Ethiopia and most locations internationally. Please see the current list of international exclusions over on our delivery page here. We are still offering free Ethiopia delivery when you spend on or over ETB 20 with us.

Are you guys shipping as normal?

We’re trying to keep on top of order send-outs as much as possible following the necessary safety measures and guidelines. Our the warehouse has changed it’s opening hours to Monday to Friday, but don’t panic - we’re working with external fulfilment partners to ensure they’re taking all the correct and necessary safety precautions.
At present, we’re not offering a next day delivery service. We are trying to get orders to you as quickly as possible therefore we have taken this delivery option down until it is 
safe to do so again.

Where is my order notification?

Once you’ve placed an order with us you’ll receive an email to the address provided. If you did you not receive an email, please check your spam/junk folder and double-check you entered your email address correctly. If you still haven’t received one after 36 hours, please contact us where we’ll be able to advise you further.

How do I return my order?

Our returns are continuing to operate as normal. Refunds will be processed within 14 days of your return arriving back to us. The money may take 3 – 5 working days for the refund to appear in your account.

For in-store orders, please contact us and we will try and help, alternatively, we’re happy for you to return your item back to us in-store 14 days after our stores reopen.

How do I contact customer services?

Due to circumstances, our phone lines are currently closed, however, you’re welcome to contact us by email, you can reach out via our contact us page. Our Customer Service Team are working as hard to respond to everyone as quickly as possible, but we are currently experiencing a delay in getting back to everyone due to the rise in requests in response to the COVID-19 outbreak. Please be patient with us, and we’ll get back to you as soon as we can!

What HellOOmarket/HellOOexpress are doing to ensure the safety and well being of staff within the business?

We’re taking the Coronavirus outbreak incredibly seriously and want to ensure the wellbeing and safety of staff at all times when making any decisions. Since the government advised it was safest to do so, all-out head office staff have been working from home (except for those who have ‘business-critical roles’). We have put in place a strict social distancing policy for any members of staff who may have to come in closer contact during the outbreak.
Our warehouse staff are following a series of strict guidelines including social distancing, hand washing and many more which may result in some delays in order send-outs.

where is my order?

Your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at or call 8420.

Can I cancel my order?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s), you are welcome to send them back via our courier or via the national post office of Ethiopia.

Can I amend my order once it has been placed?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process and make any amendments. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns courier service or via the national post of Ethiopia, a full refund will be done within 30 days of receipt via HelloCash.

What can I do if my order is going to the wrong address?

Please contact us at where one of our customer service representatives will assist you further.

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation or SMS sent to the email address or phone number you provided at checkout. If for some reason, you did not receive this email or SMS, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

What should I do if my order is missing?

If you are in Ethiopia and have not received your order within the allotted delivery time frame, please notify us by email at within 5 days of the date on which you ordered the products. After this time has elapsed, HellOOmarket/HellOOexpress reserves the right to decide whether to send our replacement item(s) for you. 

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order and you're a customer based in Ethiopia, please return it using our free returns service. If you want to replace the item, please contact us at where a member of our customer service team will help you further. If you're an international customer, please contact us at where we will be able to advise you further on the next steps.

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at and one of our advisors will help you further.

I've received the wrong item in my order, what should I do?

If you’ve received the wrong item in your order, please return it using our free returns service. Please use returns label enclosed and tick not what I ordered. If you want to replace the item, please contact us at where one of our advisors will help you further.

I purchased an item on pre-order, when will it arrive?

If you’ve purchased a product with us on pre-order, we will always state the date that your item will be shipped on the product page. This will also be repeated at checkout. Please allow 3-5 working days for your item to arrive after this dispatch date. If 5 days have elapsed after the proposed dispatch date please contact us at or call 8420.

What payment methods do you accept?

We accept payment from HelloCash as well as Cash On Delivery. Soon we will also accept debit or credit cards - American Express, Discover, VISA, Mastercard, Maestro, Cirrus, as well as payments made by PayPal, Amazon Payments, Apple Pay and Klarna.

What currencies can I use?

Listed currencies you can use via credit card or mobile money are: Ethiopian ETB, Djbouti Franc, Great British Pound, Euro, United States Dollar, Australian Dollar, Canadian Dollar.

General information

Standard Delivery out of Addis (3-5 working days)- ETB 50 


Standard Delivery in Addis (1 working days maximum)- ETB 50, free if you pick up at Arat Kilo warehouse. concerning express delivery ETB 200 (6 hours maximum in Addis).


Note next Working Day Delivery (if ordered before 3 pm Monday-Friday, please note that if you order next day delivery on a Saturday or Sunday, this will be dispatched on a Monday and arrive on the following Tuesday).


*While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, customs delays, local postal delays and tech updates) which result in a longer delivery. For changes and updates please contact our contact centre.

How does our standard delivery service work?

If you order with us before 3 pm Monday-Friday, you can expect your order to be delivered the same day in Addis, and Monday and within 3-5 working days out of Addis. If you haven’t received your order within this time frame, please contact us.

How does delivery service work in Addis Ababa?

If you order with us before 3 pm Monday-Friday, you can expect your order to be delivered to you the next working day. For example, if you order before 3 pm on Monday for next day delivery, your order should be with you by Tuesday, if you order after 3 pm on Monday, your order should be with you by Wednesday. Please note: Our next working day service only applies if the next day is not Holliday.

How does delivery service work out of Addis Ababa?

If you order with us within 3-5 working days out of Addis. If you haven’t received your order within this time frame, please contact us.

Collect your order out of Addis Ababa?

We work with EMS (Ethiopian post office), so you can collect an order from any post office in Ethiopia.     

How does it work?

At checkout, enter your desired postcode or location and this will bring up a list of collection points close by. Select your desired collection point and once you have completed your order, you will receive a confirmation email or an SMS& your order will make its way to your collection point. You will receive an email or an SMS with your collection code when your parcel arrives.


PLEASE NOTE: Opening hours at Collect Points can sometimes vary due to holiday hours, etc. Please call ahead if you have any questions.

Can I track the status of my order?

Yes, you can. Along with your order confirmation, once your order has been shipped Ethiopia tracking number will be sent over to you so you can track your order via our support centre, If you're an international customer you can check the status of your order here.

What happens if nobody's in when my order is delivered at my parcel in Addis?

Our courier will make two attempts to deliver your parcel or alternatively may leave your parcel in a safe place that is convenient for you to collect. If you would like to pass on a preferable delivery day, time or safe place to leave your parcel, please use call 8420 and they’ll be happy to pass the information on to the courier. It may not always be possible for our couriers to meet exact dates or times however we will do our best to get your parcel to you as soon as possible. If our courier has attempted to deliver your parcel after three attempts this will then be sent back to us and you will be refunded. 

Will my parcel be charged additional custom and import charges?

We do not charge any extra custom or import charge.

Can I get my order delivered to a PO Box address?

Yes, you can if you are based in Addis.

Can you tell me more information about your products?

We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at or call 8420.

Why can't I find an item that I've seen advertised?

We try to only advertise products available on-site at that time, however, sometimes this isn’t always possible – if there is something you see advertised and it isn’t in stock yet please feel free to email us for more information! We’ll always try and help.

How can I find out if you'll be getting in more stock of a product I want?

Due to high demand, some of the items on our website do sell out very quickly! However, it’s worth checking back as the site is regularly updated. You can also sign up to receive a product notification via “wish” when your fave items are available again! We include the option to sign up for back in stock email notifications on all of our sold-out products

Is HellOOmarket make up and beauty certified by Cruelty-Free International?

Yes! We work hard to make sure our range of beauty products are 100% cruelty-free. We promise that no animals will ever be harmed in the making of our HellOOmarket products!

How do I find out what ingredients are in your products?

We try and feature this on all products that include ingredients if we have missed any or you would like more information please contact us on

Do your products offer a warranty?

Yes, on some products we do offer a 1-year warranty from the date you placed your order. This applies to phone chargers, headphones and cables.

Do I need to set up an account to make an order?

Yes,  all we need is your contact and shipping information!

I'm having trouble signing in to my account, what should I do?

Please try resetting your password initially. If this still doesn't work please contact us at or 8420 and we'll try and help!

How do I reset my password?

If you can't remember your password, we'll need to reset that for you. please contact us at or 8420

How can I access my wish list?

To access your wish list, please make sure you are logged in and then click on the link wish list.

Is my personal information kept private?

Yes, under the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see here.

How can I remove my personal information from your database?

If you would like all information regarding yourself removed from our HellOOmarket database, please email us at

How do I unsubscribe from your newsletter?

Click unsubscribe at the bottom of any newsletter or email your receive from us, alternatively email us at and we can remove your information from our database completely.

Do you sell gift cards?

Yes, we do! To buy one of our e-gift cards, please click here.Please note. If you buy one of our e-gift express cards, this is only valid to use online and will be sent to you electronically via email.

How do I purchase a gift card?

Our gift cards can be purchased online via HellOOexpress of HellOOmarket. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout, it will be sent to you electronically via email in less than 5 minutes. To buy one of our gift cards, please click here

Why haven't I received my gift card?

Your gift card should appear in your emails within 5 minutes of purchasing. If you have still not received it, please email us at

I've lost my gift card, can I get a replacement?

Yes, you can, if you give us an email at we’ll be able to advise you further on this.

Can I return a gift card?

No, our gift cards are non-refundable. 

My Express Gift Card code didn't work?

Firstly, check that you’re entering the code exactly as it appears (case sensitive) and checks that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in the sale or in a certain category the discount may not be valid on this product. If it’s still not working, please email us at and our team will be able to advise you further.

Can I use more than one Express Gift Card on my order?


I've bought a gift card, can I cancel or return it?

Unfortunately, our gift cards are non-transferable and cannot be cancelled or returned.

How do I return an item?

Inside all our orders you will find a returns address label attached. Fulfil the form and contact our support centre via email or call 8420. If your refund has been approved, this will then be processed, and the credit will automatically be applied via HelloCash within 5 working days. If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you.


Returning to store

If more convenient, don’t forget you can also return/exchange your item(s) to one of our HellOOmarket stores free of charge, just make sure you bring along your return slip and fill out the relevant boxes and return to us within 7 days of receipt for a full refund.  

Can I exchange an item?

Yes, you can. simply include this information on the returns invoice and request which item(s) you would like to exchange for. If you’ve requested an exchange, we’ll send this out on our upgraded delivery service completely free of charge! For Ethiopia customers, this will be Next Working Day delivery. In the event of your requested item(s) being out of stock, we will be unable to process an exchange and you will be notified and refunded.

Can I return a gift?

Yes, you can. To return an unwanted gift you need to get in touch with the person who purchased the gift and asks them to get in touch with us directly at

Can I return items bought with a gift voucher?

Yes, you can return items bought with a gift voucher, however, you will be refunded onto a HellOOmarket/s gift card. 

Can I return a personalized item?

No, once an item has been personalised this makes it non-returnable 

Can I get a refund if the price has changed since I ordered it?

As a business we're constantly changing our prices due to market trends, sales demand and other various reasons. This does, unfortunately, mean that if the price has changed since you've ordered, we are unable to refund the price difference. 

I've purchased beauty products, can I return these?

All our beauty products are non-returnable if they have been removed from their original packaging due to hygiene regulations.

What should I do if my refund is incorrect?

Please contact us at or call 8420.

Will my original postage costs be refunded?

Postage costs will only be refunded if your product is damaged or faulty.

What do I do if my item is faulty?

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and HellOOmarket has the right to refuse a refund on these grounds. If your item is faulty, please do not dispose or amend your item(s). Please contact Customer Care on within 7 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).

I purchased a product and now it's in the sale, can I get a refund?

Unfortunately, we are unable to refund the difference between the original price and the sale price.