Delivery, Returns & Refunds

Our promise

Every piece on The Haud is made by hand by a named British maker. We take care over what we list and our makers take care over what they send you. If something goes wrong, we'll sort it.

Delivery

Delivery is fulfilled by the maker themselves. Each product page shows the maker's estimated lead time before dispatch. Most orders within mainland UK arrive within five to ten working days after dispatch.

UK shipping costs are shown at checkout. We do not currently ship outside the UK.

Tracking, where available, is provided by the maker after dispatch. If you would like a delivery update, email hello@thehaud.com with your order number.

Changing your mind

Under the Consumer Contracts Regulations 2013, you have 14 days from the date you receive your order to let us know you want to return it.

Email hello@thehaud.com with your order number, which is in your order confirmation email and on your account orders page, and we will arrange the return with the maker. Items must be unused and in their original condition. Return postage is your responsibility, and we recommend using a tracked service. Once the maker confirms the item has been returned safely, we will refund your original payment method within 5 working days.

Made-to-order items are clearly marked on the product listing and are not eligible for change-of-mind returns, because the maker will have begun work specifically for you.

Faulty or not as described

If your item arrives damaged, faulty, or significantly different from how it was described, please contact us at hello@thehaud.com within 30 days of receiving it. Please include a photo, your order number, and a short description of what is wrong.

We will arrange a full refund or replacement at no cost to you, including return postage. Your statutory rights as a consumer under the Consumer Rights Act 2015 are not affected.

Lost or delayed orders

If your order hasn't arrived within the maker's estimated lead time plus a reasonable delivery window, get in touch with your order number and we will look into it with the maker.

Multi-maker orders

The Haud is a multi-vendor marketplace, so a single order may include items from more than one maker. Each maker dispatches their items separately, so packages can arrive on different days. Returns and refunds for each item are handled with the relevant maker via The Haud, so there is only one place you need to contact for help: us.

Payments and chargebacks

Payments on The Haud are processed by Stripe. We never see or store your card details. Stripe's standard buyer protections apply, including the ability to dispute a charge with your card issuer. Where possible we ask that you contact us first so we can resolve the issue without involving your bank.

How to get in touch

For all delivery, returns, and refund queries email hello@thehaud.com and please include your order number, which begins with ORD- and is shown in your order confirmation email and on your account orders page. We aim to respond within 2 working days.