Shipping & Returns

Please choose carefully before placing your order. Haus of Beka is a small independent maker and many pieces are handmade, one of a kind, made to order or created specifically for an individual customer.

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I do not offer discretionary returns or exchanges beyond your legal rights.

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Bespoke, Custom-Made & Personalised Orders

Items made to your individual specifications or clearly personalised for you cannot be cancelled or returned simply because you have changed your mind.

This includes bespoke commissions and pieces that have been specifically designed, sized, altered, personalised or otherwise made to your individual requirements.

These pieces are created specifically for you and may not be suitable for resale. Please check all measurements, colours, materials, design choices and other requirements carefully before confirming your order.

Once work has started, changes may not be possible.

This does not affect your statutory rights if an item is faulty, damaged, not as described or does not conform to your order.

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Ready-Made & Other Eligible Items

For standard items purchased online which are eligible for statutory cancellation rights, you must notify me that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the item.

You do not need to provide a reason for exercising a statutory right to cancel.

Haus of Beka does not offer an extended change-of-mind returns period.

For a change-of-mind return:

• you are responsible for arranging and paying for return postage;

• the item must be packaged appropriately to protect it during its return;

• I strongly recommend using a tracked or otherwise evidenced postal service and keeping your proof of postage;

• you are responsible for taking reasonable care of the item while it is in your possession; and

• if the item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, a deduction may be made from the refund where permitted by law.

A refund will be processed within the period required by law once I have received the returned item, or you have provided satisfactory evidence that it has been sent back, where applicable.

Where required by law, the original standard delivery charge will also be refunded. If you chose a more expensive or express delivery option, any amount above the standard delivery charge will not be refunded.

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Faulty or Damaged Items

Every Haus of Beka piece is carefully checked before dispatch. Items may also be photographed before and during packing to record their condition.

If you believe your item is faulty or arrived damaged, please contact me as soon as reasonably possible after discovering the problem.

To help me investigate, I may ask you to provide:

• your order number;

• clear photographs of the item and the reported damage or fault;

• photographs of the external packaging;

• photographs of the internal packaging and protective materials;

• a photograph of the shipping label; and

• a description of the problem and how it was discovered.

Please do not dispose of the item or its packaging while the matter is being investigated. They may be required as evidence for a delivery claim or to assess what has happened.

I may ask for the item to be returned for inspection before determining the appropriate remedy. Where Haus of Beka is legally responsible for the fault or damage, reasonable return costs will be covered.

Damage occurring after delivery as a result of accidental damage, misuse, inappropriate handling or storage, failure to follow supplied care instructions, alteration, attempted repair or normal wear and tear is not considered an inherent product fault.

Nothing in this section affects your statutory rights.

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Missing Orders

Orders are carefully packaged before dispatch and I recommend choosing a tracked delivery service where available.

If tracking indicates that your order has not been delivered within the expected delivery period, please contact me so that I can investigate with the delivery provider.

If tracking records an order as delivered but you cannot locate it, I may ask you to check:

• the delivery address supplied with your order;

• any nominated safe place;

• other members of your household;

• neighbours or building reception; and

• any delivery photograph, card or tracking information provided by the carrier.

I will investigate disputed deliveries with the delivery provider before determining the appropriate resolution.

Where an order has genuinely been lost before delivery, Haus of Beka will provide the remedy required by your statutory consumer rights.

Please make sure the delivery address supplied when ordering is complete and accurate.

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Returning an Item

Please contact me before sending anything back.

Unauthorised returns can be difficult to identify and process, so please include your order details with your return.

For change-of-mind returns where you have a statutory right to cancel, you are responsible for the return postage costs.

Please package returned items carefully. I strongly recommend using a tracked or otherwise evidenced service appropriate to the value of the item and retaining your proof of postage until your refund has been completed.

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Refunds

Approved refunds will be made to the original payment method.

Please allow your bank or payment provider additional time to process the refund after it has been issued.

Refunds will only be withheld, reduced or refused where permitted by law.

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Your Statutory Rights

Nothing in this policy is intended to exclude, restrict or replace your statutory consumer rights.

Your rights differ depending on whether an item is ready-made, made to order, made to your individual specifications or personalised, and whether there is a fault with the item.

If any part of this policy conflicts with rights you have under applicable UK consumer law, your statutory rights take precedence.