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Frequently Asked Questions

To try and help, we’ve anticipated some common questions and have compiled a list of frequently asked questions below.

If you can’t find the answer to your question below, please email us on:



Browsing and Shopping Online

Do you only accept online orders?

Yes, as we are an online retailer you can only order online. It is fast, safe and secure.

How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Discover, Maestro, Electron and American Express. All of these payments options are captured through paypal.

How do I know that you have received my order?

Once you've placed your order, you will be redirected to the order confirmation page, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once we have processed your order at our warehouse, you will receive a second email to let you know that your order is on its way.

Can I make changes to my order?

Unfortunately, once you've placed your order, it is not possible to amend any details, as our warehouse team will have already started processing your order!

Can I cancel my order?

Made a mistake? No problem!

You have up to an hour to cancel your order. After an hour has passed, our warehouse team will have received the order and it can no longer be cancelled.

To cancel, email and we will be happy to help :)

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.

*Please read our Returns Policy for more details.

Do I need to set up an account to shop at

No, you can shop at heblayo without creating an account. However, if you register with us you'll be able to enjoy the following benefits:

  1. Track your orders and review past purchases

  2. Build a 'wish list'

  3. Save your address so you can shop even quicker next time

  4. Manage your account details, address book and mail preferences. To create an account, simply click on 'Sign in' and then 'Register now' to fill in your details.

What should I do If I've forgotten my password?

Don't worry if you've forgotten your password! Simply click the 'Forgot your password?' link next to the login button and follow the instructions. After entering your email address you will receive an email with a link to re-set your password.

Please don't hesitate to contact us if you continue to experience problems.

How do I use a promotional code?

Once you've reached the Basket/ Cart Page, enter your promotional code into the 'Discount Codes’' field and click 'Apply Coupon'. If the code is valid, your discount will be applied!



Delivery & Returns

Where do you deliver?

We currently only deliver to the United Kingdom which includes England, Scotland, Northern Ireland and Wales.

Note: We currently do not deliver outside the United Kingdom.

If you want to find out more about Delivery i.e. Delivery costs, how long delivery will take or what time it is likely to arrive, please go to our Delivery Info page.

Can you deliver to a different address than my billing address?

Yes! You can have your parcel delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.

What happens if I am out when my parcel is delivered?

Don't worry. If there is no one to accept your delivery you'll receive an attempted delivery card through your letterbox. This will include full details on how to book a redelivery and the local post office or depot where your parcel is being held should you wish to collect this.

What do I do If my delivery hasn't arrived within the specified time?

The delivery estimates quoted on our website and in our emails are estimates only. We do everything in our power to get your order to you on time but sometimes events can happen that are out of our control.

If your estimated delivery time has passed, we recommend that you contact us on  we will gladly track this on your behalf.

How do I return an item?

Please review our Return Policy page to get more information about returning an item back to us.





Do you have a physical shop?

We are a dedicated online retailer and we do not have a brick and mortar shop.

How Can I Contact You?

Please visit our Contact Us page for details of how to get in touch. We aim to respond to queries within 48 hours (Monday - Friday).