Because Haand is a small business and all our work is handmade, our policy states that we do not refund purchases to the original form of payment. If a piece doesn't work for you, we can exchange your items, or give you store credit. We are happy to cover the shipping for either option!

Not sure which shape or color you like? If you're buying a large order, we recommend that you try before you buy!  For example, you're looking new tableware for your dining room table that seats 8, try purchasing 1, and if you love it, then purchase 7 more. If you end up wanting another color, it's much easier to exchange a few pieces than a few dozen. If you have a welcome discount code that you don't want to lose by starting with a small order, just reach out to  customercare@haand.us and we can extend your discount so you can use it on the "test order" and also the "full order". You can also email us if you want to mix up a dinner setting to try a few colors before you commit. 

Exchanging Items

If you would like to exchange an item and it is still in its original condition, please reach out to customercare@haand.us with your order number within 14 days of the date that your order was delivered to you. We will send you a return label, and once the item has been safely received and shows no signs of use, we will we will quickly ship out your new selection.

If the new item exceeds the value of your initial item, we will invoice you to collect the remaining balance. If the new item's value is less than your initial item, we will provide you with a gift card containing the extra credit.

To initiate an exchange, please contact us at customercare@haand.us with your order number and the item you would like to exchange for, and we will happily provide you with the return label(s).

Returning Items

If you would like to return an item for store credit (in the form of a gift card) and it is still in its original condition, please reach out to customercare@haand.us with your order number within 14 days of the date that your order was delivered to you. We will send you a return label, and once the item has been safely received and shows no signs of use, we will email you with your gift certificate. 

Gifts & Gift Cards

Gifts can be returned for store credit or exchanged within 14 days of purchase only if accompanied by the order number, packing slip or other ‘proof of purchase’ documents.

Gift Cards are non-returnable & non-refundable.

Seconds & Clearance Items

There are no returns or exchanges for Seconds and Clearance items. If you received an item/order that is damaged, defective or incorrect, please contact us at customercare@haand.us with your order number and we will remedy the situation promptly.

Items Broken in Shipment

We pride ourselves on our snug & safe packaging (in recyclable paper packing materials), but every once in a while, a piece breaks during shipment. We have a wonderful relationship with UPS who ships 99% of our orders. They usually take responsibility and make it right, and we pass that on to you by shipping out replacement pieces. Just email  customercare@haand.us with your order number and a picture of the broken item(s).