Returns

We hope you like your new pieces. If something does not fit, you can return your purchase to us within 30 days of the delivery date. You can return part of your order or all of it.

Please be careful when trying things on. If you decide to return something, the items must be in perfect condition:

• clean (no deodorant, no perfume, no make-up marks)

• unworn

• unwashed

• with the original tags attached

Items that are not in a resaleable condition or that reach us too late cannot be refunded and will be sent back to you.

Exceptions: for hygiene reasons we cannot accept returns of underwear and socks unless they are defective or do not match the description. Sealed products whose seal has been broken cannot be returned.

For orders from Germany, Austria and the other EU countries:

You bear the direct cost of the return: €5.90 for orders from Germany and Austria, €12.90 for orders from the other EU countries. This amount is deducted from your invoice total when the refund is made. You can create the return label yourself in our returns portal.

For returns from Switzerland, the United Kingdom and the rest of Europe outside the EU:

You bear the direct cost of the return, amounting to €9.95. You can request the return label from our support team.

Please also print the original invoice twice and attach it, together with the customs declaration, to the outside of the parcel in a document wallet along with the shipping label. Please also write “RÜCKWARE” (returned goods) clearly on the side of the parcel to which the documents are attached.

For orders from all other countries:

Outside Europe – for example from the USA, Canada, Japan or Australia – we do not provide a return label. This does not affect your right of withdrawal. Returns from these countries are only possible by prior arrangement: please contact us via our contact form before sending anything back. We review each case individually and agree the route with you.

Returning several orders in one parcel

Please note: for technical reasons it is currently not possible to return several orders in one parcel. Please return each order separately.

Complaints about defects

Every complaint must be registered in advance by e-mail to hey@thehaus360.com. Our warehouse cannot process complaints that have not been announced.

Exchanges

We do not offer a classic exchange. Please return the item in accordance with this policy and place a new order, subject to availability.

Payment of the refund

Refunds are made via the original payment method within 14 days of the returned items arriving at our warehouse.

What happens to the shipping costs of your order:

• If you return your entire order, we will also refund the original shipping costs – in the amount of the least expensive standard shipping method offered by us.

• If you return only part of your order, the original shipping costs remain payable and are not refunded.

We are entitled to make deductions from the refund to account for any diminished value of the items resulting from the way you handled them, where the goods are no longer in a flawless, resaleable condition.

For any questions about returns, please contact us via the contact form. Thank you!