Frequently asked questions

Choose your item and size, tap Add to cart, then go to checkout. You’ll receive an order confirmation email as soon as your order is placed.

We accept Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay and PayPal. All payments are processed through Shopify’s secure, encrypted checkout.

Yes. Choose Shop Pay at checkout to split eligible orders into 3 interest-free payments. Approval and eligibility are decided by the provider at checkout.

Yes. Our store runs on Shopify with SSL encryption, and we never see or store your full card details.

Message us or email support@hauteatelier.store as soon as possible with your order number. If your order hasn’t been dispatched yet, we’ll do our best to update or cancel it. Once it has shipped, you can return it instead.

Please check your spam or promotions folder first. If it isn’t there, contact us with the name and email used at checkout and we’ll resend it.

Orders are processed in 1–3 working days, then delivered in 1–2 working days with Express, 3–5 with Standard or 5–8 with Economy. Orders are dispatched Monday to Friday. See our Shipping policy for full details.

Standard delivery is free on UK orders over £99. Otherwise it’s £4.99 Economy, £5.99 Standard or £11.99 Express, shown at checkout before you pay.

We email you a tracking link as soon as your order ships. You can also check it anytime on our Track your order page.

We currently deliver to UK addresses only.

Some items ship from different locations, so your order may arrive in more than one parcel. Each parcel has its own tracking, and you won’t pay extra for this.

Tracking can sometimes take 24–48 hours to update. If your parcel is more than 3 working days past its expected date, contact us with your order number and we’ll look into it straight away.

You have 30 days from delivery to return items that are unworn, unwashed and in their original condition with tags attached. See our Returns & Refunds page for full details.

Email us at support@hauteatelier.store with your order number and the item(s) you’d like to return. We’ll reply with your return instructions. Please don’t send items back before contacting us.

Once we receive and check your return, we’ll refund you to your original payment method within 14 days. Your bank may take a few extra days to show it.

The quickest way is to return the original item for a refund and place a new order for the size you need, so you don’t miss out while stock lasts.

We’re sorry. Please email support@hauteatelier.store or contact us with your order number and a photo of the problem, and we’ll arrange a replacement or full refund. Your rights for faulty items are not affected by our returns policy.

Each product page has measurements, and our Size guide explains how to measure yourself. If you’re between sizes, we suggest sizing up for a relaxed fit.

Most pieces fit true to size. Some styles, such as oversized hoodies, are designed to be roomy, and we note this on the product page.

We photograph our products as accurately as possible, but colours can look slightly different depending on your screen settings.

Always follow the care label inside each garment. As a general rule, wash at a low temperature inside out and avoid tumble drying to keep colours and fabrics looking new for longer.

Some styles do return. Join our newsletter to be the first to hear about restocks and new drops.

For hygiene reasons, fragrance and beauty products can only be returned if they are unopened, unused and still in their original sealed packaging. This doesn’t affect your rights if an item arrives faulty or damaged.

Ingredients are listed on the product page and on the packaging. If you have allergies or sensitive skin, please check the full ingredient list and patch test before use.

Keep your fragrance in a cool, dry place away from direct sunlight and heat, with the cap on. This helps it keep its scent for longer.

Enter WELCOME10 in the discount box in your cart or at checkout. It gives 10% off your first order, can be used once per customer and can’t be combined with Buy 2 Get 1 Free.

Add any 3 eligible items to your cart and the lowest-priced item is free. The discount is applied automatically at checkout, with no code needed. The offer is for a limited time and only applies to items marked as part of the offer.

Check the code is typed correctly with no spaces, that it hasn’t expired, and that it isn’t being combined with another offer. Still stuck? Contact us and we’ll help.

No, you can check out as a guest. Creating an account lets you see your order history and check out faster next time.

Click “Unsubscribe” at the bottom of any of our emails and you’ll be removed straight away. You can also email us at support@hauteatelier.store and we’ll remove you for you.