Frequently Asked Questions
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 delivery@HellOOmarket.com
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 delivery@HellOOmarket.com 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 delivery@HellOOmarket.com 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 delivery@HellOOmarket.com where
a member of our customer service team will help you further. If you're an
international customer, please contact us at delivery@HellOOexpress.com 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 delivery@HellOOmarket.com 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 delivery@HellOOmarket.com 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 delivery@HellOOmarket.com
or call 8420.