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 a piece isn't right for you, you have 14 days from the day it arrives to change your mind. We keep that window deliberately fair to our makers, because every return lands on one or two pairs of hands, not on a warehouse. Many makers choose to offer longer on their own pieces, and none offer less. The only exception is pieces made, personalised or commissioned just for you.

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, contact the maker using the details in your order confirmation email.

Cancelling before dispatch

For stocked pieces, you can cancel your order at any time before it ships, for a full refund. That is your right, not a favour. Contact the maker using the details in your order confirmation email and they will cancel and refund you.

If your piece is made to order, personalised or commissioned, the maker may already have begun work, so cancellation is not always possible. The sooner you get in touch, the more likely it is.

Changing your mind

You have 14 days from the day your order arrives to tell the maker you would like to return it. Here is how it works:

1. Contact the maker within 14 days of delivery. Their contact details are in your order confirmation email.
2. The maker will send you the return address.
3. Post the piece back within 14 days of telling them, using a tracked service. Return postage is yours to pay on a change-of-mind return, unless the maker offers free returns on that piece.
4. Your refund is made within 14 days of the maker receiving the piece back, or of you sending them proof of postage, whichever comes first. It goes back to your original payment method and includes any standard delivery you paid.

Handle the piece as you would in a shop. You are welcome to look at it and try it, but if it comes back showing use beyond that, the maker may deduct from your refund to reflect it.

Pieces made just for you

Personalised, made-to-order and commissioned pieces are not eligible for change-of-mind returns, because the maker will have begun work specifically for you. This is always marked on the product page before you buy.

If a piece made just for you arrives faulty or not as described, you are covered in full, exactly as below.

Faulty or not as described

If your piece arrives damaged, faulty, or significantly different from how it was described, contact the maker within 30 days of delivery, with a photo and a short description of what is wrong. You will get a full refund or a replacement, whichever you prefer, and the return postage is covered for you.

After 30 days you are still protected. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund if a piece turns out to be faulty. Your statutory rights are never affected by anything on this page.

A note on our makers

Our makers are small workshops, not warehouses, which is why we shape our returns window the way we do. We ask you to order thoughtfully, and our makers will look after you in turn.

Makers handle returns directly, and almost everything is sorted between the two of you. If the maker has not responded within 3 working days, or if there is ever a serious problem, you can always escalate to The Haud team at hello@thehaud.com and we will sort it.

Gifts

If you received a piece as a gift, you can arrange a return with the maker yourself within the same 14 days. The refund goes back to the person who paid for it.

Pierced jewellery

For hygiene reasons, pierced jewellery such as earrings cannot be returned for change of mind once worn. Faulty pieces are always covered.

The model cancellation form

If you prefer, you can cancel using the model cancellation form. You do not have to; a message to the maker does the same job.

Lost or delayed orders

If your order hasn't arrived within the maker's estimated lead time plus a reasonable delivery window, contact the maker with your order number and they will chase it. If it is still unresolved after 3 working days, email us and we will look into it with them.

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 piece are handled with the maker who made it; their contact details are all in your order confirmation email, and The Haud team is always behind them if you need 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 talk to the maker, or to us, first so we can resolve the issue without involving your bank.

How to get in touch

For anything about an order, the maker is your first contact; their details are in your order confirmation email. If they have not resolved things within 3 working days, or if there is ever a serious problem, email hello@thehaud.com and we will sort it. 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.