DELIVERY & RETURNS POLICY
Delivery
We aim to dispatch in stock items within 2-3 working days on receipt of payment. For bespoke commissions, please contact us.
Please note that the above timescales are approximate and thus subject to change at the discretion of the retailer. If any items are out of stock we will inform you of the expected delay.
For UK or international delivery, we typically use UPS, and also DHL, DPD, FedEx and Royal Mail. Packages can be left in a nominated safe place if specified when ordering although this is at your own risk. Please avoid using a PO Box address, as many couriers are unable to deliver to these.
When ordering outside of the UK, orders may be subject to local customs fees that are out of our control.
Cancellation of an order prior to dispatch.
We can change the items and delivery address on your order, provided it has not been shipped. Please contact us as soon as you are aware of any error and we shall endeavour to rectify it.
Returns
If you are not happy with your purchase, please contact us (hello@thehaud.com) within 14 days of receiving it.
Should you need to return any items:
1. As each Hephaestus purchase is individual, returns will be organised on a case by case basis. Please contact us at hello@thehaud.com to begin this process.
2. Any defects, damages, or shortages must be reported within 14 days of receipt of goods.
3. Send your product back address details we give you, within 14 days of notifying us of your intention to return. We recommend you send your product by recorded delivery and retain proof of postage just in case anything goes missing. Sadly, we are unable to take liability for items lost or damaged in transit.
4. Ensure returned products are sent and received in their original packaging and in a re-sellable condition.
5. Any complaint must be accompanied by proof of payment in the form of the invoice number.
6. Items may be exchanged provided that this is both possible and desirable for the retailer in lieu of a refund. Unless the original item was faulty, or there was a retailer error, postage costs will be charged for sending out an exchange.
7. We reserve the right to refuse items if they have been damaged.
8. Bespoke commissions are non-refundable.
9. Gift box charges are not eligible for refund.
10. UK customers only : If you return your order within 30 days after receipt of goods, and you return the whole order, we will refund the standard postage you paid, in accordance with the Consumer Contracts Regulations 2013. If you paid for express delivery, we will only refund the cost of standard delivery. If you are outside the UK you will have to pay the costs of sending the order back to us. We will not refund any postage charges if you return items after the 30 days allowed under the Consumer Contracts Regulations 2013 or if you only return part of your order.
11. Please let us know of your reason for returning items.
12. Please obtain a proof of postage from your post office by using Royal Mail Registered Post or similar as we cannot be held responsible for returned items that do not reach us.
Refunds
Once we receive your return, we will inspect it and process your refund. We will refund your payment to the original payment method. Credit card payments may only show on your statement 5 to 10 business days after being processed.
If the product is damaged in any way, or you have initiated the return after 14 days have passed, you will not be eligible for a refund. We will contact you if there is an issue with your return.