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WHO DO I CONTACT IF I HAVE A PROBLEM WITH MY ORDER? 

We stand behind our product and our customer service commitment.  Therefore, if you have any questions regarding your order or require assistance, please contact our customer care team via: 

  • Our HELP DESK which can be located in your account once you login to raise a ticket on your issue
  • For general enquiries you can use our enquiry form
  • E-mailing customercare@hausdirect.com
  • Calling 01388 602 640
  • Please note our opening hours are
  • Monday-Friday 9.00am - 6.00pm
  • Saturday 10.30am - 4.30pm 
  • Sunday Call centre service available only

 

DO I NEED TO SIGN FOR MY PARCEL WHEN IT IS DELIVERED? 

Yes, your order will require a signature; our delivery services are subject to the brand and delivery option offered at the time of purchase, if your delivery is pre booked in then it is likely it is being delivered via our designated brand partners services.  If your order is on a 24-48 hours service however, if you are not available the carrier will leave a card with instructions as to how to make alternative arrangements.  

In most instances on our standard delivery service offering the courier will make 3 attempts at delivering your parcel and may attempt to ring you to arrange a suitable time, so please include a contact phone number where you can be reached in order to receive your parcel. After the third unsuccessful attempt, the courier will return the package to the depot and you will be charged for a re-attempt.  

 

HOW DO I MAKE A RETURN?

We hope you are pleased with your purchase. However, if you are not completely satisfied, we offer a few options which might help you decide what to do next.

Change of mind; unforutnately there will be a delivery charge associated to the collection and re-delivery of your new item shoudl you wish to exchange your item.  You can either exchange your order by sending this back to us by raising a ticket in the help desk section of your account once you login, or alternatively our team will provide you with details of where to send your order back to.  

Simply return* to us for an exchange or full refund by following the steps below within 14 days of receipt. We will process your exchange or refund (excluding original delivery charge) when we receive your parcel and/or charges applied should you wish for us to collect your goods.

If you have an account simply sign in to the My Account section and click HELP DESK. If you used the guest checkout when placing your order, please create an account and use the help desk facitility using your order reference number to manage your return.

Click on the relevant order and select the item(s) you wish to exchange/return indicating the reason for return from the menu options.

Confirm your return by selecting the relevant option;

Please note if you send your goods back via your own appointed courier please ensure you take photographs of the packaging and take out insurance cover.

FOR SMALL GOODS POST TO:

HQ 185 Newgate Street Store
High Street
Bishop Auckland
County Durham
DL14 7EL. 

Please ensure you obtain a receipt for proof of postage. We recommend you use a delivery method that insures you for the value of the item(s).

ARRANGING A COLLECTION

  • Call our team on 01388 602 640 to request collection quoting your ticket number
*SUBJECT TO THE CONDITIONS LISTED IN OUR ONLINE RETURNS POLICY

 

HOW LONG DOES IT TAKE FOR DELIVERY? 

Your delivery timescale for  your item(s) can be located within the product details page titled 'delivery details' tab.  This is a guideline on the general turnaround time of your item ordered and we try our very best to adhere to this.  In the unforeseen event there is a delay encountered we will notify you by email.  Each brand can vary for completion with the services applied to each product also being a factor that can impact the timeframe.  Please refer to the product page for an approximate time you will experience or feel free to contact our team via the help desk option in your account for more precise details.  

 

WHAT DELIVERY OPTIONS ARE AVAILABLE? 

We offer a variation of delivery services from brand to brand, some products can be delivered within 24-48 working hours, we also offer a 2 man delivery service option for delivery to room of choice.  You order if being delivered by our manufacturing partners may be delivered on a pallet, please refer to our delivery information page for further details.  Should you have any concerns and wish to learn more on the options available our team can be contacted on 01388 602 640 or you can raise a ticket via the help desk when logging into your account and where we aim to respond within 72 working hours. 

 

HOW SECURE IS YOUR WEBSITE?

We use the latest security technology to protect your personal information. When you enter your personal details in the checkout pages you are in a secure website (with SSL certificate). Most browsers display a small padlock symbol on your browser to reassure you this is secure. Some operating systems will display a message too stating that you are entering into a secure web site. If at any time you leave the secure area of the site, your operating system may remind you that you are leaving a secure part of the site. You will be asked if you want to cancel this reminder for future occasions.

 

WHEN CAN I EXPECT TO RECEIVE MY REFUND?

We aim to process returns as soon as they are received at the warehouse and you will receive an email confirmation once your refund has been processed. It will normally appear back on your statement within 3-5 working days but some card providers can take up to 7 working days to process the funds back on to your card  once we are in posession of the returned order.  Please note our SLA for your refund from the point of collection can be processed upto 28 days if this is being collected by a third party courier.  

If the date on your expiry card has expired or has been lost or stolen, please contact;  customercare@hausdirect.com so that they can update and ensure that your refund gets processed correctly.

 

HOW DO I UPDATE MY PERSONAL DETAILS?

You can change any of your personal details through the MY ACCOUNT area. Enter your username and password when prompted and you will be presented with a 'my details' section - you will be able to alter all details from there.

 

WHICH PAYMENT METHODS DO YOU ACCEPT ONLINE?

We accept selected debit/credit cards;

Eligible debit/credit cards:

  • American Express
  • Maestro
  • Mastercard
  • Visa
  • Visa Debit
  • Visa Electron

We use a secure encrypted connection when dealing with your payment details with Barclaycard Secure Payments to ensure its safe to use your card over the Internet. All payments are taken from the card on allocation/despatch of your goods.

 

 

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