Shipping Information

Delivery Timeline

Your pieces ship directly from our manufacturing partners in Asia and typically arrive within 1-2 weeks from the date you place your order. This timeline reflects our dedication to sourcing authentic, quality pieces rather than stocking mass-produced inventory.

What to expect:

• Order confirmation: Immediate

• Shipping notification with tracking: Within 2-3 business days

• Estimated delivery: 1-2 weeks from order date

We build anticipation into the process—your pieces are worth waiting for.

Shipping Destinations

We ship to addresses throughout the United Kingdom (England, Scotland, Wales, and Northern Ireland) as well as international destinations.

UK Shipping

Standard shipping rates apply to all UK addresses.

International Shipping

We're pleased to offer international shipping to select countries worldwide. International orders are subject to:

• Higher shipping costs (calculated at checkout based on destination and order weight)

• Longer delivery times (typically 2-4 weeks depending on destination)

• Potential customs duties and taxes (responsibility of the recipient)

International shipping costs are calculated automatically at checkout based on your delivery address. Please note that any customs duties, import taxes, or clearance fees imposed by your country are the responsibility of the recipient and are not included in our shipping charges.

Shipping Costs

Shipping costs are calculated at checkout based on:

• Your delivery address

• Order size and weight

• Current shipping rates

Free Shipping Promotions

We occasionally offer free shipping on orders over a certain value. These promotions will be clearly displayed on our website and applied automatically at checkout when you qualify.

Order Processing

Orders are typically processed within 1-2 business days. Once your order is confirmed and payment is received, we coordinate directly with our manufacturing partners to prepare your shipment.

Processing times may be extended during:

• Peak shopping periods (holidays, sales events)

• Weekends and UK bank holidays

• Times of high order volume

We'll always communicate any unexpected delays.

Tracking Your Order

Once your order ships, you'll receive an email with:

• Tracking number

• Carrier information

• Estimated delivery date

• Link to track your shipment in real-time

We recommend monitoring your tracking information to ensure you're available to receive your delivery.

Delivery Requirements

Signature Requirements

Some shipments may require a signature upon delivery. If you won't be home during typical delivery hours, consider:

• Providing delivery instructions at checkout

• Arranging for someone to receive the package

• Contacting the carrier to arrange redelivery or pickup

Accurate Address Information

Please ensure your delivery address is complete and accurate. We cannot be held responsible for delays or non-delivery caused by incorrect address information. If a package is returned to sender due to an incorrect address, you may be responsible for reshipping costs.

Delivery Issues

Missing or Delayed Packages

If your order hasn't arrived within the expected timeframe (1-2 weeks), please contact us at hello@curved.haus with your order number. We'll work directly with our shipping partners to locate your package and resolve the issue.

Damaged in Transit

While rare, damage can occur during shipping. If your item arrives damaged:

1. Take photos of the damage (both packaging and product)

2. Contact us at hello@curved.haus within 48 hours of delivery

3. Include your order number and photos

4. Keep all packaging materials

We'll arrange a replacement or full refund immediately—you shouldn't have to wait for a perfect piece.

Lost Shipments

If the carrier confirms your package is lost, we'll send a replacement or issue a full refund at no additional cost to you. Your satisfaction is our priority.

Customs & Duties

As our products ship from Asia, they pass through UK customs. We handle all customs documentation and include any applicable duties or taxes in your order total at checkout. You should not receive any additional charges upon delivery.

If you do receive an unexpected customs charge, please contact us immediately at hello@curved.haus with documentation, and we'll resolve it.

Returns Policy

Our Commitment

We want you to love every piece you receive. If something isn't right—whether it's damaged, defective, or simply not what you expected—we're here to make it right.

Return Window

You have 30 days from the date of delivery to initiate a return for eligible items.

Eligible Returns

Items must be:

• Unused and in original condition

• In original packaging with all tags, labels, and protective materials

• Free from damage, stains, modifications, or signs of use

• Accompanied by proof of purchase (order number)

Non-Returnable Items

The following items cannot be returned:

• Products marked as final sale or non-returnable on the product page

• Items damaged due to misuse, improper installation, or negligence

• Products that have been used, assembled, or altered

• Items without original packaging or with damaged packaging (unless the damage occurred in our shipment to you)

How to Return an Item

Step 1: Contact Us

Email hello@curved.haus within 30 days of delivery with:

• Your order number

• Item(s) you wish to return

• Reason for return

• Photos (if the item is damaged or defective)

Step 2: Receive Authorization

We'll respond within 48 hours with:

• Return authorization confirmation

• Return shipping address

• Any additional instructions specific to your item

Important: Please do not ship items back without contacting us first. Unauthorized returns may not be processed.

Step 3: Pack Your Return

• Use the original packaging whenever possible

• Ensure the item is securely packaged to prevent damage in transit

• Include a note with your order number

• Remove or cover any original shipping labels

Step 4: Ship Your Return

• Use a trackable shipping method (we strongly recommend this)

• Keep your tracking information and receipt

• You are responsible for return shipping costs unless the return is due to our error

We cannot be responsible for items lost or damaged during return shipment. Using trackable shipping protects both you and us.

Step 5: Refund Processing

Once we receive and inspect your return (typically within 3-5 business days of arrival), we'll:

• Send you a confirmation email

• Process your refund within 5-10 business days

• Issue the refund to your original payment method

Return Shipping Costs

Customer Responsibility

If you're returning an item due to change of mind, incorrect size/style selection, or any reason other than our error, you are responsible for return shipping costs.

Our Responsibility

If you're returning an item because it arrived:

• Damaged or defective

• Incorrect (wrong item shipped)

• Not as described

We'll provide a prepaid return label or reimburse your return shipping costs. Please contact us before returning the item so we can arrange this.

Refund Details

What You'll Receive

Refunds include the purchase price of the returned item(s). Original shipping charges are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).

Refund Timeline

• Inspection and approval: 1-2 business days after we receive your return

• Refund processing: 3-5 business days

• Bank processing: Potential additional 3-5 business days (depending on your bank)

You should see the refund in your account within 2-3 weeks of us receiving your return.

Refund Method

All refunds are issued to the original payment method used for purchase. We cannot process refunds to different cards or accounts.

Exchanges

We don't currently offer direct exchanges. If you'd like a different item:

1. Return the original item following our return process

2. Place a new order for the item you prefer

This ensures you receive your new piece as quickly as possible while your return is processed.

Damaged or Defective Items

Quality is non-negotiable for us. If your item arrives damaged or defective:

Immediate Action Required

Contact us at hello@curved.haus within 14 days of delivery with:

• Your order number

• Clear photos of the damage or defect

• Photos of the packaging (if relevant)

• Description of the issue

Our Response

We'll respond within 24 hours with one of the following solutions:

• Replacement: We'll send a new item immediately at no cost to you

• Full refund: Including original shipping costs

• Partial refund: If you'd like to keep the item despite minor imperfections

You won't need to return damaged or defective items unless we specifically request it. We may ask you to dispose of severely damaged items safely rather than return them.

Order Cancellations

Before Shipping

If you need to cancel your order before it ships, contact us immediately at hello@curved.haus. If we haven't yet processed your order with our manufacturing partners, we'll cancel it and issue a full refund.

After Shipping

Once your order has shipped, we cannot cancel it. You'll need to receive the item and initiate a return following our standard return process.

Wrong Item Received

If you receive an incorrect item, please contact us at hello@curved.haus within 7 days of delivery with:

• Your order number

• Photo of the item you received

• Description of what you ordered

We'll arrange for the correct item to be shipped immediately and provide a prepaid return label for the incorrect item. You won't be charged for return shipping or for the replacement.

Missing Items

If part of your order is missing:

• Check your order confirmation to verify what was included

• Check all packaging carefully (small items can hide in protective materials)

• Contact us at hello@curved.haus within 7 days with your order number

We'll investigate immediately and send any missing items or issue a refund if they cannot be located.

Quality Assurance

Every piece in our collection undergoes rigorous evaluation before we add it to our curation. However, we're committed to continuous improvement.

Your Feedback Matters

If you experience any quality issues, please let us know. Your feedback helps us:

• Maintain our exacting standards

• Work with manufacturing partners to improve quality

• Make informed decisions about which pieces to continue offering

Contact Us

For any questions about shipping, delivery, returns, or exchanges:

Email: hello@curved.haus

Postal Address:
Curved Haus
Hawick Court
Stanley
DH9 6XN
United Kingdom

Response Time: We aim to respond to all inquiries within 48 hours during business days (Monday-Friday).