Since the launch of our brand in 2021 we've served over 2,000 customers and the Return Rate is 0.03% as of year-end 2022. Shop confidently knowing you'll receive the quality handcrafted goods that are certified handmade. All of the goods we offer are made in Mexico, Europe or Latina America using only the high quality materials.
Most of the GOODS we offer are unique, made using nature-foraged materials that involve extensive craftsmanship time of our global artisans team. As such, we provide a Satisfaction Guarantee on all of the items we promote. Most items are eligible for a Return providing the item returned in the original condition it was purchased in. Our hassle-free RETURN & EXCHANGE POLICY is outlined below:
Our goal is to get you into a superior quality hat that you can wear for many years to come! You can exchange your hat for a different style or any other item of your choice. Our satisfaction guarantee will cover the shipping costs associated with the first exchange on each US order within 14 days of delivery. If you don't know exactly what you want at this moment, you can exchange for store credit which will be given to you as a gift card. The exchange will be processed when the provided label is scanned as in transit by the postal carrier.
We are happy to provide a refund of the purchase price for items returned in brand new, unused and resell-able condition within 14 days of purchase (shipping charges are not eligible for refunds). A $12.95 restocking fee will be subtracted from the refund of returned product. Refunds will be applied to the original payment method. Items must be in new condition in order to be eligible for a refund. Clearance items and gift cards are not eligible for a refund. Any item that is damaged or not in its original condition may not be eligible for a refund. Embroidered, limited edition OR custom products are not eligible for returns or exchanges. The refund will be processed when the provided return label is scanned as delivered by the postal carrier.
Please note: Canadian orders are eligible for returns/exchanges + the recipient is responsible for all shipping costs. In this case returns + exchanges. After emailing email@example.com with the return shipping information the return or exchange will be processed.
Any other orders outside of the USA are not currently eligible for returns or exchanges.
*Please double check the following to ensure you get your full refund:
- - Hat is in new, resell-able condition (no makeup, wear marks, etc)
- - All original tags are included
- - Original packaging is used for the return
- - Return is shipped within 21-days of the delivery date
- - Hat must NOT have been worn
***Pursuant to COVID guidelines, we are diligent about sanitation best practices and all items returned WILL be inspected upon receipt prior to finalizing your return and to ensure our customers safety.
If you're beyond the 14-day purchase date, please call one of our support agents at (714) 340-5058 to discuss your options such as whether the item may qualify for consignment at discounted loyalist rate. If your item has been sold out since you purchased, we may be able to secure a buyer and consign the item for you to one of our customers on a wait list. CALL US or EMAIL for more details!
HAUS HAT SIZING ISSUES
- Before returning a hat due to sizing issues, please make sure to adjust the hat for correct fit. If your hat fits front-to-back but not side-to-side (or vise versa), size reducers might be your best solution. For a quick solution, we recommended Hat Sizing Tape options that you can find for under $10 on Amazon or many other retailers that may be local to you. If you have any other questions or need more information on best fit practices, feel free to call or text our team at (714) 340-5058.
GOODS NOT ELIGIBLE FOR RETURN
Embroidered or custom products are not eligible for returns or exchanges. When purchasing any of our VINTAGE & ANTIQUE hats or goods so please shop mindfully and double-check sizing to ensure it fits. To avoid sizing issues, we recommend entering your hat size in the 'Notes' section of your order. Feel free to ask questions prior to purchasing as all sales are considered final for vintage. Items received after 14 days of in-store purchase, Pop-Up event date or shipment date, or with the security tag missing or removed, are not eligible for return/store credit. The following items are not eligible for return: custom or embroidered items, handbags, swimwear, jewelry, beauty items and all final sale items.
DEFECTIVE GOODS POLICY
GIFTS & PROMOTIONAL ITEMS
If you received the item as a gift, you will receive store credit for the value of your return.
Sales + promotions are only valid for the dates listed. Promotions + sales prices may not be applied to returns, exchanges, or purchases made outside of the promotional timeline.
HOW TO REQUEST A RETURN/EXCHANGE
1. Email firstname.lastname@example.org with your order number, purchase date and the brief description of the issue.
2. A HAUS AGENT will respond to your email within our business hours to confirm receipt and begin processing your request.
4. You will also receive a confirmation email with a summary of your return request, shipping instructions and a shipping label you may print and $11.95 will be deducted when your item is processed. Once you receive your confirmation email, please follow the instructions provided in the email to complete your return.
What is your return/exchange policy?
Returns must be requested within 14 days of in-store purchase or original shipment date of online orders. For online returns, you will receive a confirmation email with a summary of your return request, shipping instructions and a shipping label to print and use for a fee of $12.95.
What items are not eligible for return?
Items received after 14 days of purchase or original shipment date, or with the security tag missing or removed, are not eligible for return. The following items are not eligible for return: handbags, jewelry, and vintage items are all considered final sale.
Can I consign items that cannot be returned?
Many items that are not eligible for returns could be consigned for you at your request. For example if the item has been sold out, we may be able to sell the item to a customer on our wait list. Often times, creating a win-win for all parties while also helping us remain a true handcrafted, conscious brand that doesn't contribute to over-production/consumption. Simply contact us to inquire.
We want to ensure you LOVE your HAUS item, reach out to us and we will take care of the rest. Our agents are live from 10am-6pm PST from Monday-Friday and we are happy to help!
WE'RE FAIR IN OUR POLICIES- CONTACT US FOR ASSISTANCE IF YOU STILL NEED HELP.