Frequently asked questions

We ship to the United Kingdom, the United States, Canada and Australia. Prices are shown in your local currency (GBP, USD, CAD or AUD) based on your delivery country.

Shipping is free on every order to all four countries. There is no minimum purchase value, and we add no handling or packaging fees. The total shown at checkout is the total you pay.

We prepare and dispatch orders within 1-4 business days. Orders placed after 5 PM GMT begin processing on the next business day. Business days are Monday to Friday, excluding public holidays.

After dispatch, delivery takes approximately 6-10 business days. Total time from order to delivery is therefore around 7-14 business days.

No. All duties, import taxes and applicable sales taxes are calculated and collected at checkout, so the amount you pay when ordering is the final amount. You will not receive a further bill from the carrier or customs on delivery. If you are ever asked to pay anything extra, contact us and we will resolve it and reimburse you.

Yes. Every order ships with tracking. You will receive an order confirmation email, then a dispatch email with your tracking number and a tracking link.

Contact us at help@hauterive.co.uk within 14 days of delivery with your order number and a photo of the parcel and item. We will send a replacement at no cost to you or issue a full refund, whichever you prefer. You will not pay return postage in these cases.

If tracking has not updated for 10 consecutive business days, or your order has not arrived within 10 business days of the estimated delivery date, contact us. We will investigate with the carrier. If a parcel is confirmed lost, we will replace it or refund it in full.

We can amend an address only before dispatch, so please contact us as soon as possible. Parcels returned to us due to an incorrect address will be refunded in full or re-sent once the correct address is confirmed.

You can return eligible items within 30 days of the date your order is delivered. You do not need to give a reason.

Items must be unworn, unwashed and undamaged, with all original tags attached and in their original packaging where possible.

Email help@hauterive.co.uk with your order number and the items you wish to return. We will reply within 1-2 business days with your return authorisation and the return address. Returns are handled by post.

Return postage is paid by the customer, except where an item is faulty, damaged on arrival or not what you ordered. In those cases we cover return postage in full. We recommend using a tracked service, as the parcel remains your responsibility until it reaches us.

Only gift cards and items clearly marked Final Sale at the time of purchase. Nothing else is excluded. These exclusions never apply to faulty, damaged or misdescribed items, which can always be returned.

Once your return arrives and has been inspected, we email you to confirm. Approved refunds are issued within 7 business days to your original payment method. Your bank may take a further 3-10 business days to show the credit.

Yes. Refunds include the item price and any tax or duty charged on it. Because shipping is free, there is no shipping charge to refund.

We do not offer direct exchanges. For a different size or product, return the original item for a refund and place a new order - this is faster than an exchange in every case.

Yes, at no cost, as long as it has not yet been dispatched. Email help@hauterive.co.uk as soon as possible. Once dispatched, please use the returns process instead.

No. Nothing in our policy limits your rights under the consumer law of your own country. Australian customers benefit from guarantees under the Australian Consumer Law that cannot be excluded. UK and EU customers keep their statutory right to cancel within 14 days of receipt. US and Canadian customers retain all rights under applicable federal, state and provincial consumer protection law.

By email at help@hauterive.co.uk, by phone on +44 7868 197181, or through the contact form on our website. Email is usually fastest, especially if you need to send order details or photos.

Monday to Friday, 10 AM to 5 PM GMT. We are closed on weekends and public holidays. Emails received outside these hours are answered on the next business day, and we reply to all emails within 1-2 business days.

Your order number is in your order confirmation email. Including it in your message helps us respond faster.

HauteRive is a trading name of Quoship LLC, a limited liability company registered in Wyoming, United States, company number 2026-001937733, registered at 30 N Gould St Ste N, Sheridan, Wyoming 82801, United States. Please note this is our registered office and does not accept returns or customer visits.