A: If you see an item on our social media page but do not see it on our website the item is likely a POP-UP EXCLUSIVE or may be out of stock. In alignment with our sustainable mission, we generally carry small batches of any design or vintage items that are single timeless pieces. Simply send us a DM via Instagram or email us to inquire and we will do our best to remake the item or find a comparable option for you.
Q: DO ALL OF YOUR LOCATIONS CARRY THE SAME INVENTORY?
More often, we carry only small batches of each products which means both locations and what we have at our Pop-Ups may be different. Due to our sustainability mission, we source products that are slowly made as opposed to factory-made. For example, some may be handmade by artisans from various countries which limits the quantity they can feasibly make by hand. Other items may be vintage, meaning there's only a single item preserved that made its way to us! What we can assure you is, you'll get a one of a kind GEM!
Q: ARE ALL THE ITEMS YOU SELL SUSTAINABLE?
Our promise to the community is to do business ethically and sustainably, therefore 80-90% of the inventory we carry either in-store or online is sustainably made or sustainably sourced. We carry a very small selections of items such as the options you can find in our 'Fashion Collection' that features factory made products. We like to operate with full transparency, therefore we let the shopper determine which collection they prefer to choose from!Q: WHAT ARE YOUR SHIPPING OPTIONS WITHIN THE UNITED STATES?
A: Our preferred carrier is UPS and in the event they cannot deliver to certain areas in the United States, we utilize USPS.
UPS or USPS Ground Shipping: $6.95+ 3-6 business days. No signature required.
UPS 2-Business days $24.99. No signature required.
Q: HOW DO I TRACK MY ORDER?
A: Your order will process in 24-48 business hours. For custom items, your order may take a little longer, our HAUS AGENTS will contact you and let you know what the production time will be for your custom goods!
Once your order has shipped an email will be sent to you containing tracking information. Additionally please allow 24-72 business hours for your shipment details to update with USPS or UPS. At times they may be behind in the respective mail carriers automated system queue.
You can track your order online or download the SHOP APP to receive instant mobile updates on your order.
Q: WHAT IS CONSIDERED FINAL SALE?
A: All Jewelry, Swimwear, Intimates, masks and accessories are a final sale. In addition any and all designer items are also final sale as many are consignment items that cannot be returned. Refunds and exchanges are not permitted.
Q: HOW DO I KNOW DESIGNER ITEMS ARE AUTHENTIC?
A: All designer items go through a rigorous quality control and authentication process to ensure the integrity of every sale. For your protection, the approximate year of production/design, model and ID number of each is also included in each listing. All information is included in each listing for your review prior to checkout.
Q: MY COUPON CODE IS NOT WORKING. WHY?
A: If you are having difficulties with your coupon code please contact us as the code may no longer be valid. Please note that coupon codes cannot be combined with any other current offers, sales, or promotions.
We offer 10% OFF to all first-time customers, simply use the discount code on our Instagram profile page and give us a 'follow'!
Q: HOW DO I KNOW IF MY ORDER HAS BEEN PLACED?
A: Upon completion of your order has processed, a confirmation email with the details will be sent to you via email or text. Please ensure your checkout process is complete until you reach the page containing your order number. If you have any additional questions feel free to contact our support team at email@example.com. One of our HAUS AGENTS will be happy to assist you. Kindly note to check your spam folder as the email may have filtered into that folder.
Q: WHAT IF MY ORDER HAS NOT BEEN DELIVERED?
A: If after contacting UPS you still need assistance regarding locating your order feel free to contact us at firstname.lastname@example.org and one of our representatives will be happy to assist you.
Q: I'VE JUST PLACED MY ORDER, CAN I CHANGE IT?
A: We prepare your order for shipment very shortly after your order is placed. This quick turnaround time does not allow for any changes to your order. We apologize for any inconvenience!
Q: HOW DO I PROCESS AN EXCHANGE?
A: Please email email@example.com and ensure to include your email address, order number and date you purchased. We respond to all emails M-F 10:00 AM - 6:00 PM PST except Sundays and holidays.
Q: WHAT IS YOUR STORE POLICY?
A: Items bought either online, in-store or our Pop-Ups will gladly be accepted for exchange within 14 days of the delivery date. All merchandise must be received back in its original form. Clothing must not be worn, altered, damaged, free of any stains, odors, self tanner, pet hairs, or distinct smells including deodorant and perfume. Refunds will be issued the same day via store credit, excluding shipping and handling costs. All tags must be attached when returned.
Please note that all Outlet, Accessories, Swimwear, and Intimates are a Final Sale. If such items are returned a $25.00 fee will be charged and the items will be returned to you.
Q: I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
In the rare event that the item you received is not in pristine condition [we're truly sorry!] Please contact our team with a photo of the damage before sending the product back. Our team will gladly assist you with reshipping the item out to you in a timely manner.