What Hacoo is, in one paragraph
Hacoo is a shopping app, formerly called Saramart, that sells low-priced clothing, trainers, bags and accessories and ships them to you directly. You pay once, inside the app, and Hacoo is responsible for getting the parcel to your door. That makes it a retailer, not a shopping agent: an agent buys from Chinese marketplaces on your behalf, stores items in a warehouse and charges you a second time for international shipping. The Android app still uses the package name com.saramart.android, and saramart.com now shows only "We'll be back soon", both checked on 12 October 2026. Our comparison of Hacoo and shopping agents covers the difference in detail.
One payment, one parcel, one company responsible: that is the Hacoo model.
Account, region and the app-only rule
Almost everything happens in the phone app. The hacoo.app homepage now presents itself as a "lifestyle community" with download buttons and no shop link. There is a browser search and cart area at hacoo.app/search/ that nothing on the homepage links to; it shows prices and a "Home / Category / Cart / Account" bar, but we did not attempt a purchase there, so whether checkout works in a browser is unverified. Our page on what the Hacoo website opens in a browser goes through each address.
Signing in is phone-number based: the sign-in and switch-account screens offer "Sign In via Phone" with a country code, and email is optional, used for order notifications. After signing in, open Account → Settings, which lists Region, Language, Gender, Help, About and Switch Account. The Region list had 65 countries and the Language list 22 options on 12 October 2026. Region matters: switching it to Spain changed web prices from US$ to euros. App Store reviewers in the UK have reported being stuck on the United States region, so check this before you build a basket. For app installation and region problems, see our Hacoo app guide.
Phone number in, region set correctly, then shop: in that order.
Cart and payment: what is and isn't published
Hacoo doesn't publish a list of payment methods on any official page we checked. Its payment help articles only cover failed payments, double charges and import VAT, and they imply card payment by telling you to "call the card issuing bank" when a payment is declined. A third-party guide from Marketing4eCommerce, January 2026, lists Visa, Mastercard, American Express, Klarna and Apple Pay. Treat that list as a guide and check your own checkout screen, because options can differ by country.
Two payment details from the help centre are worth knowing before you pay:
- Apparent double charges. Hacoo says "each Hacoo order is only charged once"; a second line on your statement may be a pending authorisation that drops off.
- Import VAT in the EU. If a courier asks you to pay extra import fees or VAT, the help centre says to send proof to customer service and Hacoo will reimburse you "in 72 hours" to your Hacoo Balance.
Example: two items at example prices of £12.00 and £16.00 cost £28.00, plus Hacoo's published UK basic shipping fee of £4.99 for parcels under 3 kg, giving £32.99. UK VAT on parcels up to £135 is charged at the point of sale, so it should be included at checkout. In the EU, a temporary flat €3 customs duty per item category has applied to IOSS parcels up to €150 since 1 July 2026, on top of import VAT. Our page on Hacoo discount codes covers coupons.
Check the payment screen in your own app; no official list exists to rely on.
The Wallet and Golden Membership
Hacoo's Wallet has two parts, Balance and Cashback; there are no coins or points. Balance can pay for a new order or be withdrawn to a bank card. The two official pages disagree on how long a withdrawal takes: 8 to 15 working days on the Wallet page, 1 to 15 business days in the help article. Cashback, earned for example by posting a photo review, "cannot be withdrawn", according to the help centre. It only reduces a later order.
The account page also advertises a Golden Membership with "Fast Free Shipping, 1% Cashback, Full Refund". No price or sign-up terms were shown when we checked on 12 October 2026, so we can't say what it costs or whether it is worth it.
Our advice: when you have a choice, ask for refunds to the original payment method rather than to Balance, and withdraw any Balance you don't plan to spend soon. Money sitting in an app account is harder to recover if the account runs into trouble.
Treat Cashback as a coupon and Balance as money to withdraw, not to store.
From payment to doorstep: the timeline
Hacoo's help centre splits delivery into three stages adding up to 15 to 28 days. Its shipping page gives a slightly different preparation time, and the two figures are shown side by side below.
| Stage | What happens | Official time |
|---|---|---|
| Order placed | Payment taken in the app; order shows as Pending, then Preparing | Immediate |
| Preparation | Hacoo prepares the order; you can still cancel or edit the address | 3–5 business days (shipping page) or 3–7 days (help centre) |
| International shipping | Parcel leaves; cancelling and address changes are no longer possible | 7–15 days |
| Local delivery | Handed to a local carrier; tracking in Account → My Orders → Logistics Details | 5–10 days |
| Total, by country | Order to door | UK, France, Germany, Italy 15–25 days; Spain 15–30; other countries 25–65; express 5–7 workdays |
| After-sales window | Refund or exchange claim filed in the app | Within 15 days of receiving the order |
| Claim review | Hacoo checks your photos; result sent by WhatsApp or SMS | 24–72 hours |
| Refund paid | Money returns to the payment channel | Depends on the channel; refund policy: PayPal 5–7, card 8–15 working days |
Example dates: an order placed in Spain on 1 November has a cancellation window that, on the help centre's 3 to 7 day preparation figure, closes somewhere between 4 and 8 November, the moment the parcel ships. Spain's published delivery range of 15 to 30 days puts arrival between 16 November and 1 December. If it arrives on 20 November, the 15-day after-sales window runs until about 5 December. Write that date in your calendar on the day the parcel lands; claims filed after it are outside Hacoo's stated guarantee, and the review clock of 24 to 72 hours only starts once your claim and photos are in.
No help article names the carrier; the name and tracking number appear in Logistics Details once the parcel ships. The full delivery and returns rules, including fees over 3 kg, are on our Hacoo delivery and returns page.
Plan on three to four weeks; anything faster is a bonus.
Cancelling, changing and claiming
Hacoo's rules on changes are short and strict. You can cancel an order "if the order has not been shipped"; after that, the help centre's only suggestion is to refuse the parcel on arrival. The delivery address can be edited from the order page for unshipped orders and "CANNOT be changed" once shipped. To change a size or model, cancel and place a new order. No fixed time limit is given beyond "not shipped", so act during preparation.
After delivery, the help centre "guarantees after-sales service within 15 days from the date of receiving the order". Here two official pages conflict. One help article says "we do not support returns at this time" and asks you to apply for a refund or exchange without sending anything back; the shipping page also says "you do not need to return the product(s)". The refund policy page, by contrast, describes returns of unworn items with tags, with the buyer paying return postage on no-reason returns. Follow what the claim screen in your app tells you, and don't post anything to an address that isn't given in your claim.
For a parcel marked delivered that never arrived, the help centre path is Refund/Exchange → "I want to refund (Package not received)". Claims are reviewed in 24 to 72 hours. If you're buying from a list rather than browsing, our step-by-step guide to buying a Hacoo spreadsheet row walks through one order.
Change things before shipping, claim within 15 days, and keep photos from day one.
Contact channels, and when to use each
Hacoo lists three ways to reach support, all checked on 12 October 2026:
- In-app support chat, which Hacoo's contact page recommends "for immediate assistance". Use it first, because it is tied to your order.
- Email at [email protected], useful when you need a written record. An older address, [email protected], appears in past replies.
- A WhatsApp button in the help centre, which opens a chat with a +86 (China) number.
Whichever channel you use, quote the order number from My Orders and attach the same photos you would send with a claim: the outer parcel, the shipping label and the item itself. Note the date and time of each message. If a claim is turned down, that record is what you show your card issuer or Klarna when you ask them to look into the payment.
The Google Play listing also gives a UK phone number for the developer, DOOP TECH LIMITED of Hong Kong, while the App Store names Hacoo Tech Limited; the relationship between the two isn't published. For more numbers, ratings and company names in one place, see our Hacoo facts sheet, and for the case for and against the platform, whether Hacoo is legit.
If you'd rather not manage a Hacoo account at all, our WhatsApp service works differently: send a link or screenshot, get one delivered price, see photos of the item before dispatch, and pay per order.
Chat first, email for a paper trail, and keep every reply.
How Hacoo works: common questions
What is Hacoo and how does it work?
Hacoo, formerly Saramart, is a shopping app that sells low-priced clothing, shoes and accessories and ships them directly to you. You pay once inside the app and Hacoo handles delivery; there is no separate shipping step as with a shopping agent. Its help centre gives 15 to 28 days in total from order to door, made up of preparation, international shipping and local delivery.
Can I buy on Hacoo from a computer?
Not through any linked page. The hacoo.app homepage is a community landing page with app download buttons. A browser search and cart area does exist at hacoo.app/search/, but nothing on the homepage links to it, and we did not test whether a full checkout works there on 12 October 2026. Plan on using the phone app, which is where Hacoo's help centre directs every order and claim.
What payment methods does Hacoo accept?
Hacoo doesn't publish a list on any official page we checked on 12 October 2026; its help articles only cover failed payments and double charges. A third-party guide from January 2026 lists Visa, Mastercard, American Express, Klarna and Apple Pay. Check the payment screen in your app before you build a basket, because options can vary by country and region setting.
Can I cancel a Hacoo order?
Only while it hasn't shipped. Hacoo's help centre says you can cancel an unshipped order from the order page; once it has shipped, the only option is to refuse the parcel when it arrives. The same rule applies to changing the delivery address. To change a size or colour, cancel the order and place a new one, which is easiest during the 3 to 7 day preparation stage.
How long do I have to ask Hacoo for a refund?
Hacoo's help centre guarantees after-sales service within 15 days from the date you receive the order. File the claim in the app under Refund/Exchange with photos of the item and the label. The claim is reviewed in 24 to 72 hours, and the result arrives by WhatsApp or SMS. How fast money reaches you then depends on the payment channel you used.
What is Hacoo's Golden Membership?
It is a membership tier shown on Hacoo's account page, listing three privileges on 12 October 2026: fast free shipping, 1% cashback and full refund. No price or sign-up conditions were shown on the page we checked. Cashback sits in the Wallet and, according to the help centre, cannot be withdrawn, so treat it as a discount on a future order, not as money.