Refund policy

Returns

We appreciate your business and want to ensure your satisfaction with our products.

Full Priced Items

Items purchased at full price or by pre-order are eligible for a refund, e-Boutique credit, or exchange when returned within fourteen (14) days from the delivery date. We are unable to refund or credit the cost of shipping (except as set out in our European Union section below). Tags must remain intact and the item must be unworn. (excluding marble items)

Sale Items

Items marked down or purchased during a promotional sale (including using a discount code or coupon) are FINAL SALE and are not eligible for refunds or exchanges. Refunds are not offered on sale items unless deemed faulty. This does not apply to orders delivered within the European Union — please see our European Union section below.

Marble Items

Given the fragile nature of marble, we regret to inform you that we do not accept returns or offer refunds on marble products. However, we are committed to ensuring your satisfaction and taking every possible step to address any concerns you may have:

  1. Quality Assurance: We maintain strict quality control measures to ensure that our marble products meet the highest standards of craftsmanship. Each item undergoes careful inspection before shipping to minimise the risk of defects.

  2. Damage in Transit: In the rare event that your marble product arrives damaged due to mishandling during transit, please contact our customer support team immediately (day of arrival). We will work diligently to resolve the issue, which may include arranging for a replacement or providing compensation as applicable. Photos of damage product/products must be taken. 

  3. Clear Product Descriptions: We strive to provide clear and accurate product descriptions to help you make an informed purchase decision. Please review product details, dimensions, and care instructions before placing your order.

  4. Customer Assistance: Our dedicated customer service team is available to answer any questions you may have about our products or provide guidance on caring for your marble items. Feel free to reach out to us for assistance.

We understand the unique charm and elegance that marble brings to your living spaces, and we are committed to delivering the best possible quality and service within the constraints of working with this delicate material.

Orders Delivered to the European Union

If your order is delivered to a country within the European Union, you have the right to cancel your order or return your items within fourteen (14) days of the day you receive them, without giving a reason. This applies to full priced and sale items.

How to cancel or return: You can cancel an order that hasn't yet shipped, or start a return, online at any time during this period. Simply visit Cancel or return an order, sign in with the email address used for your order, select your order and follow the steps. You'll receive an email confirming your request.

Returning your items: Please send your items back within fourteen (14) days of submitting your return request. You are responsible for the cost of return postage. Items should be returned unworn, with tags intact; we may reduce your refund to reflect any loss in value caused by handling the items beyond what is necessary to establish their nature and fit.

Your refund: We will refund your payment, including the original standard delivery charge, within fourteen (14) days of receiving your cancellation or return request. We may withhold the refund until we have received the items back or you have provided proof that you have sent them. Refunds are made to your original payment method, at no extra cost to you.

These terms are in addition to, and do not affect, your statutory rights as a consumer.

Thank you for choosing Haus of Aitch. Your satisfaction is of paramount importance to us, and we look forward to serving you with exceptional marble products and support.