Help center

Frequently asked questions

Find quick answers to the questions our customers ask the most.

Orders & Shipping

  • How long does order processing take?
    We typically process orders within 1–4 business days.
  • What are your shipping destinations?
    We currently ship to United Kingdom (UK).
  • What are the shipping costs?
    We offer free shipping on all orders.
  • What is the estimated delivery time?
    After dispatch, you can expect your order to arrive within 6–10 business days.

Returns & Exchanges

  • What is your return window?
    You can return items within 30 days of receipt.
  • How do I initiate a return?
    Returns are handled by mail. Please contact our support team to start the process.
  • Do you provide return shipping labels?
    Customers are responsible for return shipping costs.
  • When will I receive my refund?
    Refunds are processed within 7 business days after we receive your returned items.
  • Can I exchange an item?
    We do not offer direct exchanges. Please return the original item for a refund and place a new order.

Contact & Support

  • How can I contact customer support?
    You can reach us by email at help@hauterive.co.uk or by phone at +44 7868 197181.
  • What are your support hours?
    Our support team is available Monday to Friday, from 10 AM to 5 PM GMT.
  • Where can I find my order number?
    Your order number is included in your order confirmation email.