Refund policy

At HauteRive, we select each piece with meticulous care, aspiring to offer you items of enduring quality and understated elegance. We understand that sometimes a purchase might not be quite right. This policy details how we handle returns, refunds, and the rare instance of cancellations, ensuring the process is as seamless as our designs.

Your Right to Return

We offer a 30-day window from the day you receive your order to initiate a return. Should you decide an item isn't quite what you envisioned, you can return it to us within this period. We don't require a reason; our aim is simply to make the process straightforward.

Conditions for Return Eligibility

For a return to be accepted, the items must meet our quality standards upon their return:

  • Garments must be unworn, unwashed, and in exactly the same condition as they were sent to you.
  • All original tags and labels must remain attached.
  • Please return your items in their original, protective packaging whenever possible.

Items that show signs of wear, have been altered, or are missing original tags cannot be accepted for a refund. We kindly ask that you take care when trying on your new pieces.

How to Arrange a Return

If you wish to return an item, please follow these steps:

  1. Notification Send us an email at help@hauterive.co.uk. Please include your order number and the item(s) you wish to return.
  2. Confirmation Once we receive your request, and provided the items are eligible for return, we will confirm and provide you with the necessary return address and instructions.
  3. Dispatch You'll need to dispatch the item(s) back to us within 7 days of receiving our return instructions. It’s helpful if you include a copy of your original order confirmation within the parcel.

Return Shipping Costs

Typically, the cost of returning an item to us falls to the customer. This allows us to maintain our commitment to free outward shipping and quality craftsmanship. However, if the item you received was faulty or significantly not as described, please contact us immediately, and we will arrange for a prepaid return label or reimburse your return postage costs.

Processing Your Refund

Once your returned item has been received and carefully inspected at our end, we will send you an email to confirm its status. If the return meets our conditions, your refund will be processed. You can expect to see the credit reflected in your account within 7 business days of this confirmation. The refund will be issued to the original payment method used for your purchase.

Items Not Eligible for Return

While we want you to be delighted with your HauteRive pieces, certain items are unfortunately not eligible for return or refund. This includes:

  • Gift cards
  • Items explicitly marked as 'Final Sale'

Order Cancellations

Should you need to cancel an order, please contact us by email at help@hauterive.co.uk as swiftly as possible. We can only cancel orders that have not yet been dispatched. If your order has already been shipped, you will need to proceed with a standard return once it arrives.

Exchanges

We do not facilitate direct exchanges. If you require a different size or an alternative product, the most efficient approach is to return the original item for a refund and then place a new order for the desired item.

Delayed or Missing Refunds

Refunds are usually processed promptly. If you believe your refund is taking longer than expected, please first check with your bank or card provider, as their processing times can vary. If there's still no sign of the refund after a reasonable period, please reach out to us at help@hauterive.co.uk, and we will be happy to look into it for you.

Need Further Assistance?

We're here to help. If you have any questions or require clarification regarding our return and refund policy, please do not hesitate to get in touch.

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

You can also reach us directly by using our Contact Form.

Your statutory rights under UK consumer law remain unaffected by this policy. HauteRive is operated by Quoship LLC, Company Number: #2026-001937733, with a registered address at 30 N Gould St Ste N, Sheridan, WY 82801, US.