Refund policy

At HauteRive we select each piece with care, and we want you to be genuinely happy with what arrives. If something is not right, this page explains exactly how returns, refunds and cancellations work.

Returns and refunds are managed by Quoship LLC (Company Number: 2026-001937733), 30 N Gould St Ste N, Sheridan, Wyoming 82801, United States, trading as HauteRive.

Your Return Window

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

Condition of Returned Items

To be accepted, items must be:

  • Unworn, unwashed and undamaged
  • In the same condition in which they were sent to you
  • Complete with all original tags and labels attached
  • In their original packaging where possible

Items showing signs of wear, washing or alteration, or with tags removed, cannot be accepted for refund.

What Cannot Be Returned

Only the following are excluded from returns:

  • Gift cards
  • Items clearly marked “Final Sale” on the product page at the time of purchase

Nothing else is excluded. These exclusions never apply to faulty, damaged or misdescribed items, which can always be returned.

How to Arrange a Return

  1. Contact us. Email help@hauterive.co.uk with your order number and the item or items you wish to return.
  2. Receive your authorisation. We will reply within 1–2 business days confirming your return and providing the return address and instructions.
  3. Send it back. Dispatch the items within 14 days of receiving your authorisation. Please include a copy of your order confirmation in the parcel.

Returns are handled by post. We recommend a tracked service — until the parcel reaches us it remains your responsibility.

Return Shipping Costs

The cost of returning an item to us is paid by the customer. This allows us to offer free shipping on every outbound order.

The exception: if an item is faulty, damaged on arrival, or not what you ordered, we cover return postage in full. Contact us and we will arrange a prepaid return label or reimburse your postage costs.

Processing Your Refund

Once your return has been received and inspected, we will email you to confirm. Approved refunds are issued within 7 business days of that confirmation, to the original payment method used for your purchase. Depending on your bank or card provider, the credit may take a further 3–10 business days to appear on your statement.

Refunds include the item price and any tax or duty charged on it. As shipping is free on all orders, there is no outbound shipping charge to refund.

Exchanges

We do not offer direct exchanges. If you need a different size or an alternative product, the fastest approach is to return the original item for a refund and place a new order.

Cancelling an Order

You can cancel any order at no cost provided it has not yet been dispatched. Please email help@hauterive.co.uk as soon as possible. If your order has already shipped, please use the returns process above once it arrives.

Your Statutory Rights

Nothing in this policy limits or excludes any right you have under the consumer law of your own country.

  • Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
  • United Kingdom and European Union: You have a statutory right to cancel within 14 days of receipt under distance selling rules. Our 30-day policy is in addition to this right and does not replace it.
  • United States and Canada: This policy does not affect any rights you have under applicable federal, state or provincial consumer protection law.

Delayed or Missing Refunds

Refunds are processed promptly. If yours has not appeared, please check first with your bank or card provider, as their processing times vary. If there is still no sign of it, email help@hauterive.co.uk with your order number and we will trace it for you.

Need Further Assistance?

  • Email: help@hauterive.co.uk
  • Phone: +44 7868 197181
  • Customer Service Hours: Monday–Friday, 10 AM–5 PM GMT

You can also reach us directly using our Contact Form.