Shipping & Returns


The Hato Store team are working hard to get all orders out as quickly and as safely as possible. Please allow 5-7 working days for orders to arrive. We use Royal Mail services for all items but alternative courier services can be arranged. If you would like more information please reach out to our team at 

For orders shipping to EU countries, please expect a delivery time of up to 2 weeks due to customs and the Brexit transition. Please bear with us whilst we work out the speediest way to shipping these orders. 

If you would like clarification on shipping prices or times please contact us at

Collecting in Store

  1. If delivery method chosen is 'Local Pick up' from the store, please await a confirmation email from the store team before collecting your order. If you have not been contacted within 48 hours please contact 
  2. To collect your item you will need to produce your order confirmation email upon collecting the order from Hato Store.
  3. If another person is collecting on your behalf they will need to show your order confirmation email at the point of collection.
  4. If an order is collected by a courier Hato Store cannot be held responsible for the loss or damage of the item in transit. Please notify if you plan to arrange a courier.  
  5. Collect In Store orders will be held at Hato Store for a maximum of 1 month from point of confirmation.
  6. Our returns policy on Collect In Store orders begins from the day you receive your confirmation email.

Free Shipping:

From time to time Hato Store offers free shipping. To be kept up to date and find out when these offers are valid please sign up to our mailing list here


We offer full refunds on items which have not been used or damaged, you can also exchange your purchase for the same amount or more, subject to the new balance being paid before the new items are shipped out. We also offer a credit note service which is sent to you via email, credit notes do not carry an expiration date and can be used online or in-store.

We do not offer refunds if the items you wish to return are purchased at a reduced RRP or are included in our seasonal sale. We can however offer a store credit note/gift card for the total amount. This can be used for all in store or online purchases and does not have an expiration date.

If you wish to return your item and receive a full refund, items need to be posted/couriered back to us within 14 days of being purchased, or you can return your order in store. Subject to stock availability, we can exchange items that are returned to us within 14 days of being purchased by you. Please advise us upon receipt of your purchase if you wish to a refund or exchange and allow 1-2 working days for this to be processed. Please note that all extra postage costs incurred in an exchange are payable by the customer and return of the new item is subject to us receiving the extra postage costs. Once this is received the new item will be posted within 1-2 working days.

Returned items that have been subject to a free shipping offer and are being returned for a monetary refund not exchanged goods or a credit note will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs.