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 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.

Shipping costs are shown at checkout. We ship across the UK and to the United States. For orders to the United States, any import duties and taxes are worked out and paid at checkout, so there is nothing more to pay when your parcel arrives. Returns on US orders work a little differently, and are set out below.

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 personalised or commissioned, the maker may already have begun work just for you, so cancellation is not always possible. The sooner you get in touch, the more likely it is. A made-to-order piece without personalisation can still be cancelled before it ships.

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. Tell the maker within 14 days of delivery. The easiest way is to request a return from your order page in your account; you can also message the maker from there, or use the contact details 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 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. A piece that is simply made to order, without personalisation, still carries the full 14-day change-of-mind window; the maker just needs time to make it before it ships.

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.

Orders shipped to the United States

Everything on The Haud is handmade, often one of a kind, and it travels a long way to reach you, so we handle US returns a little differently from our UK orders. Please read a listing closely before you buy, and do ask us anything first. We are always glad to help with sizes, colours, materials or extra photos.

If your piece arrives faulty, damaged, or not as described, tell us within 30 days of delivery and send a photo. We will refund you in full, including the shipping and any import charges you paid. In most cases you will not need to post anything back, because sending a piece all the way to the UK often costs more than it is worth, so usually we will simply refund you and let you keep or pass on the piece. If the maker would like it returned, we will arrange that with you and cover the cost.

If a piece does come back to the UK, we arrange the journey and the customs side for you. British goods returning home can re-enter the UK without fresh import charges under what customs calls Returned Goods Relief, but only when the return is declared properly. So please always use the return label and paperwork we send, and never post a piece back yourself. A parcel sent back without our paperwork can be held at the border or pick up new import charges along the way, and we cannot cover the costs of a return we did not arrange.

For orders shipped to the United States, we are not able to accept change-of-mind returns at this time. This keeps things fair for our makers, who carry the cost of international returns. Please choose carefully, and get in touch before you buy if there is anything at all we can help you check.

As with all our orders, personalised and commissioned pieces cannot be returned unless they arrive faulty. This is always noted on the listing before you buy.

To start a US return, email us at hello@thehaud.com with your order number and a photo of the problem. We will take it from there and have your refund agreed within 14 days of you contacting us. Refunds go back to your original payment method.

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.

If your order is running late

Every listing shows an estimated dispatch time. If a maker cannot dispatch within that time, or within 30 days where no time is shown, they will contact you to agree a new date or to offer you a full refund, and you are free to cancel for a full refund if you would rather not wait. This applies to made-to-order and personalised pieces too, even though those cannot otherwise be returned for a change of mind.

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.

Workshops and events

Workshop and event bookings follow their own rule: you can cancel for a full refund until the booking cutoff shown on the event page, usually seven days before the session, and after the cutoff bookings are non-refundable. If the maker cancels, or the event does not reach its minimum numbers, you are refunded in full automatically. The full booking terms are in our Terms and Conditions.

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 or call us on 0333 090 5469 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.