General policies and ethos

Our Ethos: 
We are committed to bringing you high quality and unusual wares. Many of our items are antique and vintage pieces and we create most of our items in house to make sure we can control their quality although be rest assured, everything we send out has achieved the Haus of Gaunt seal of approval. We also believe in being as environmentally friendly as possible, using: recyclable bubble wrap, envelopes and packaging filler. We are also moving away from non-recyclable plastics towards more environmentally sustainable options and sourcing better options for our mailing bags and print/bookmark cellophane wrappers. We hope that by the end of 2021 we will be fully sustainable.
We also believe in giving back and are currently reaching out to some charities to support and we will showcase our favorite small businesses and any charities we work with in our blog.
Packaging:
We don't currently offer giftwrapping but our items are all packaged with incredible detail and care - so trust us, you won't need it! However, we are always happy to add in a gift message - just let us know what you want it to say and we have got you covered.
How to contact us: 
We prefer to be contacted via email at hausofgaunt@yahoo.com but we are also available on social media. Please allow 24hours for a reply - we will try to get back so you in a prompt manner but sometimes there may be a slight delay so 24 hours gives us a decent window to get back to you. If you need to contact us about an order please reference your order number so we can get find it and help resolve anything asap for you.
Shipping and dispatch:
We currently post everything with Royal Mail and we aim for 5-7 day dispatch time. postage upgrades are available in basket if you would like 1st class or tracked options. All large items (mirrors, brushes, dishes etc.) are posted tracked internationally as standard to ensure their arrival and so they are insured but small items such as prints or spoons are posted as international standard so do not have tracking available - however they will have upgrades available. 
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs. Please note that the due to Brexit items going to the EU are now subject to customs and taxes that previously weren't applied. The limit and cost of these vary depending on local tariffs and item value. EU and European buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs
For returns/exchanges: 
Contact me within: 14 days of delivery
Dispatch items back within: 21 days of delivery
Cancellations are at our discretion but please contact us if you have any problems with your order, please see our FAQ's for more information.
The following items cannot be returned or exchanged:
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
  • Gift vouchers
  • Custom or personalised orders
  • Digital downloads
  • Intimate items (for health/hygiene reasons)
  • Items on sale
Conditions of return:
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Privacy:
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at hausofgaunt@yahoo.com. Please note that we may update and amend our privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.