FAQ

Your package will contain the products you ordered, along with a paper packing note showing the items included in your order. The packing note does not display any pricing. Your order confirmation, including the full order details and pricing, will be sent to you by email when you place your order.

Your invoice is sent to you by email when you place your order. The paper packing note in the box lists the items in your order but shows no pricing, so it isn't an invoice. If you need another copy, just contact us and we'll send it over.

As soon as your parcel leaves the warehouse, we'll send you an email with a tracking link. If anything's unclear, our team is happy to help.

Once your order is placed, you can't change the delivery address yourself. If you spot an error straight away, contact us immediately — as long as the parcel hasn't shipped yet, we'll try to update it, though we can't guarantee it if dispatch happens quickly. If delivery fails, the parcel is automatically returned to us and we'll resend it to the correct address. If you need it urgently, placing a new order with the right address (and letting the first one come back to us for a refund) is usually quicker.

We're sorry you need to get in touch about a complaint. höfats products are made to bring long-lasting joy and we take quality seriously — but sometimes mistakes happen. Contact us with clear photos and a short description so we can sort it quickly. Please note: we can only handle complaints for products bought directly from this store — if you bought via Amazon, another platform, or a retailer, they'll need to handle it.

All höfats products come with a 2-year warranty. We review each claim individually to confirm it qualifies. To process it quickly, send us your order number or invoice along with clear photos and a short description of the issue.