Terms and Conditions

Stock

We aim to ensure that all of the stock information listed on this website is correct and up to date. We update this information on a regular basis and the information is deemed to be correct at the point of entering it onto the system. We reserve the right to amend prices or withdraw products from the site at any time. We are not responsible and will not be held liable to any party for withdrawing a product. All prices are inclusive of VAT at the current rate.

We endeavour to provide comprehensive information. Dimensions, weights and colours are provided by our suppliers, partners and manufacturers. Many items are handmade, and, while the colour reproduction, in our printed and electronical media, is a close representation, every piece is individual and variations in actual goods may occur. We cannot accept any responsibility for these variations.

Please note that slight colour variations may appear due to the settings and type of computer/mobile device from which you are viewing the website.

On occasion items may be out of stock with our suppliers and delivery of goods from our suppliers is sometimes outside of our control. If you order goods that are out of stock with any of our manufacturing or supply partners, we will inform you by e-mail with an approximate dispatch date and you will be given the option to cancel the order if you do not wish to wait.

Our handmade products are made by people and not machines. Small imperfections or differences in shape, size and colour may occur and are part of the charm of a handmade product. This part of the handmade process is what makes our products unique and should not be seen as a fault. This will never affect the overall aesthetic of the product and its ability for use as intended. Some fabrics are made from natural fibres and might have imperfect characteristics such as slubs and other irregularities in the yarns which are not weaving faults and therefore not considered faults by us as a company.

All of our pottery is dishwasher and microwave safe, however, for our handmade and minutely painted and glazed pieces we recommend washing by hand for purposes of product longevity.

Purchasing

When making a purchase on this website you must provide your full real name, phone number, email address, postal address, and payment details from a valid credit/debit card. All payments on home-lust.com are processed securely through Stripe and Shopify Payments, and our site is protected with McAffee. Without complete and correct information we will not be able to process your order. If you wish to cancel an order at any time before it is dispatched please e-mail us at: hello@hausconceptstore.com. We will cancel your order and return your funds immediately through the same payment method you used for your purchase. If your order has already been dispatched you will need to return the item in the original packaging and support the return shipping costs.

Our company, our manufacturing suppliers and fulfilment agents check all orders before they are shipped to you and we make every effort to ensure that your order is in perfect condition. We recommend that you check the quality of your products upon receipt. The buyer must inspect the condition of the goods immediately upon receipt and should report any damages and discrepancies within 48 hours of receipt of the order. Should the buyer fail to give such notice, the condition of the said goods and the goods received are deemed to be accepted. Items relating to the order should be kept in original packaging pending any investigation. Returns cannot be accepted if they are not in their original packaging. If goods appear damaged, incomplete or incorrect upon receipt, this must be notified as soon as possible to us, and within 48 hours. We will endeavour to provide a replacement or a refund as soon as possible after assessing how the damage has occured. Refunds will be processed as soon as goods are received and within 7 days from receipt. Upon inspection, we reserve the right to refuse an exchange or refund if goods are not returned in a resellable condition or are damaged.

Returns

If for any reason you are dissatisfied with a homeware product purchased here, we operate a no-problem, no-hassle return policy: simply return the product undamaged in the original packaging (you will need to support return shipping costs) within 14 days, and we will operate a refund (minus the return shipping costs) as soon as we receive it, and not later than seven days from receiving the returned goods. According to EU consumer rights directives, if you bought a good or a service online, you have the right to cancel and return your order within 14 days, for any reason and with no justification. Read more about consumer protection for online purchases here and here.

We operate free replacements for furniture items that have arrived damaged due to transport or other circumstances, on the condition that we are notified of the damage as soon as possible after receipt and inspection of goods. From December 2017, we can no longer offer free replacements for homeware items that have arrived damaged to their destination. Goods of the type we trade in, especially glass and ceramics, cannot be insured and are not compensated by shipping and courier companies. We offer full refunds for damaged items such as these, with the exception of the shipping fee. We can offer no replacement or refund for framed or unframed prints that are returned visibly damaged or in unsellable condition.

For larger goods, such as furniture, we offer full free returns, if the goods are returned in perfect condition and undamaged within 7 calendar days from the date of the delivery. Returns and refunds are possible for self-assembly products that have been part- or fully-completed, provided no visible damage has occured during the assembly process. If you have received a faulty or damaged product, please refer to the paragraphs above. You must inspect all goods upon receipt or within a reasonable time thereafter, so that we can provide a replacement or a refund as soon as possible.

RETURNS FAQs

Please follow our RETURNS process detailed here:

Upon return, the product should be unused, unassembled and in its original packaging.

Email hello@hausconceptstore.com and include your reason for return and your order number/contact details.

The product(s) must be returned to us in good condition within 7 calendar days (5 working days) of the date it was delivered to you.

When organising a return, we suggest you to return goods via a fully insured courier so that you have a proof of delivery back to us.

We will process your refund within 24 hours of receiving the goods back, but some card issuers can take up to 3 working days to show the refund on your debit/credit card accounts. Orders paid via Bank Transfer will be paid back to the original account that the money was transferred from.

I have received a faulty item, what should I do? | Prior to dispatch, great care is taken to inspect each item. In the unfortunate event that you have received a faulty item, we will arrange for it to be collected and quality tested. A faulty product is one that has a manufacturing defect rather than one that has been delivered to you broken or damaged. If you have a product that has been damaged whilst in transit please email hello@home-lust.com with your order number/contact details and details about the fault (including photos). Once we have received your email we will contact you within 24 hours (Mon-Fri) to arrange a replacement or for a full refund to be made.

I have received an incorrect item | We aim to resolve misspicked orders in a timely manner. Please email hello@hausconceptstore.com with the order number and the incorrect item's name and number.

An item is missing from my order | We may have sent your items in separate parcels so please check the items have not already been delivered. If an item is missing, please email hello@hausconceptstore.com with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

Data Protection

Our store operates under the Privacy Policy of our e-commerce platform, Shopify, which can be consulted here. Our company, as a merchant, does not collect and does not have access to payment details information, which is securely stored by the integrated payment processor, Stripe, and the e-commerce platform, Shopify, only. In terms of credit card and payment transactions, we are compliant per The Payment Card Industry Data Security Standard (PCI DSS), an information security standard for organizations that handle credit card and debit card information meant to supply controls around credit card data to reduce credit card fraud via its exposure.

Our e-commerce platform and our website operates in the EU, which is now governed by GDPR. The GDPR is the European Union’s new data privacy law. The GDPR requires companies to take steps to help secure personal data rights and more generally protect that data. The regulation also provides individuals with certain rights over their personal data, including a right to access, correct, delete, and restrict processing of their data. Personal data can be a name, address, email address, social media account, or even a digital identifier such as an IP address or a cookie ID. The GDPR protects the fundamental rights of individuals within the European Union in relation to the processing of personal data. The GDPR gives individuals the right, in certain circumstances, to ask that their personal data be erased, or that a company restrict the processing of their personal data.

As a result of completing a transaction on our site, the personal data is received and initially processed by Shopify's Irish entity, Shopify International Ltd. This is then exported from the EEA to Shopify’s Canadian parent entity, Shopify Inc. This export takes place within Shopify’s corporate structure. The GDPR doesn't require personal data to be stored in Europe. The GDPR only requires that if the personal data of European residents is transported outside of Europe, then that personal data must be adequately protected. Data within Shopify Inc. is protected under PIPEDA, Canada’s private sector privacy legislation, which is considered adequate under the GDPR. Details of our platform's GDPR compliance is detailed here.

We do not allow for customer accounts to be created. By opting to purchase items from our site, you give permission to send out communications in relation to your order. Your name, address details and phone number are shared with shipping partners for the purpose of having your order delivered. These are the details we ask for at the check-out stage and which are shared with shipping partners delivering your order:

We request permission to send out marketing communications via checking of opt-in checkboxes while browsing our site, and at check-out, while finalising an order. There are clear ways of unsubscribing for each type of contact we initiate with you. Our communications are also managed via Gmail/Google, Facebook Messenger (when customer opts in) and text messages (when customer opts in). We do not retain duplicated copies of databases, and all customer information can be deleted, if requested, for all types of contact.

GDPR rules stipulate that a full response to a request for information is provided within one month. We have processes that specify what data is being recorded about an individual purchasing on our site, where that data is stored, for what purposes this data is recorded and used, and whether and for how long it is kept.

Our site is SSL certified, with secure encryption.