FAQs
After creating an account, you can search for past orders and track current ones. Shipping addresses will be saved, making future orders more convenient and faster.
Please click the "Forgot Password" link on the account login page. Enter your email address, and a link to reset your password will be sent to your email. Follow the instructions to retrieve your password.
You can change your personal password on the "Password" page within your personal account.
The website displays prices in pounds by default, but HautHome has a feature that automatically converts between pounds and RMB. There are two methods:
- Switch in the upper right corner of the webpage;
- Below the product details page title and price, you can see a British flag and a pound sterling option box; click it to select the price in RMB.
- After adding the products you want to order to the shopping cart, click "Checkout." A new payment page will appear, where you can see a summary of the purchased products, the total price, and shipping costs. On this payment page, you can also enter any discount codes or make changes to the selected products.
- Afterwards, please click the "Next" link, and a member login page will appear. If you already have a personal account, you can log in by entering your registered email and password. If you do not have a personal account, you can register immediately. If you prefer not to register, you can continue shopping as a "Guest."
- Afterwards, you will be asked to provide a billing address and a shipping address. If you already have a personal account and have placed orders before, your personal information will be automatically filled in, but you can still make any modifications.
- The next step will require you to enter your payment method. You can make payments via transfer using a savings card or debit card.
- After your payment, you will receive an email titled "Your HautHome Order Has Been Received," which includes: 1) Details of our bank account (our receiving company account name and account number); 2) An order summary (containing order information such as order number, product names and quantities, amount to be paid, shipping address, etc.)
- After you receive the email in step 5, verify that the order information is correct, then pay the outstanding amount for your order to our company's bank account, and include the order number in the remarks. We will promptly arrange for our UK company to ship your order once we receive your full payment.
- At HautHome, please log into your personal account and check in the "Order History."
- Check your order email from HautHome in the inbox of the email you used when placing the order.
Currently, only online payment or transfer with a savings card is supported.
Yes. You can check the "Deliver to a different address" option on the checkout page and enter a different shipping address. The default shipping address is the billing address. Please ensure it matches the address associated with the debit or credit card used for payment, otherwise the payment may fail. If you wish to modify the shipping address after placing an order, please contact customer service.
Possible reasons are:
- You may use your shipping address as your billing address, but in reality, they are different. The billing address does not need to be your current physical address, but it must match the address associated with the savings or debit card used for payment; otherwise, the payment may fail.
- Insufficient funds in the savings card or debit card.
We default to shipping from Edinburgh, UK, directly to destinations worldwide.
- Free door-to-door collection (only for customers conveniently located near UK warehouse addresses).
- Worldwide shipping. Shipping costs may vary accordingly, please confirm before placing your order.
- In Stock: Delivery within the UK is expected within 2-3 business days. For shipping outside the UK, starting from 3 business days, please contact customer service for detailed inquiries.
- Pre-sale: Please refer to the shipping time notice in the "Note" or "Remarks" section on the product page. If you have any questions, please contact customer service for detailed consultation.
Shipping costs vary by region, with free shipping for orders within the UK. Orders over £699 from outside the UK also qualify for free shipping. Additionally, some products may offer free worldwide shipping during promotional events. Please stay updated on HautHome's activities.
- You will receive a shipping confirmation email after placing your order, and we will email you the tracking number once the package is dispatched. Please ensure your email address is correct when placing your order.
- You can also log in to HautHome and click "Track Your Order" at the bottom of the page.
If you have not received your order, please contact customer service via email at service@HautHome.com or add our WeChat customer service account: HH-Service01. Our professional customer service team will assist you.
Royal Mail, Fedex, DPD, or other large international logistics chains.
- Our UK affiliate company accepts returns without reason within 14 days. Considering the time you spend communicating with us and providing proof, HautHome accepts returns without reason within 10 days after receiving the goods. As long as the original packaging of the product is undamaged, you pay the postage, and return it via courier with signature confirmation, our UK affiliate company will deduct the costs (postage and management costs such as restocking, accounting, etc.: 30% of the order amount) and refund the remaining balance within 10 working days after receiving the return.
- If the goods are found damaged upon delivery, please be sure to take photos for evidence, note the damage upon signing for receipt, and notify us within 24 hours. Additionally, return the damaged products, and we will provide replacements based on this. We will reasonably cover the shipping costs.
The return period without cause is within 10 days after receiving the goods, with shipping costs borne by the customer. For products not covered by a lifetime warranty, we also handle returns or exchanges if manufacturing defects occur within 30 days (excluding normal wear and tear, failure to follow instructions, or misuse). After 30 days, returns or exchanges are not accepted or are handled at our discretion, as it becomes difficult to determine the cause of damage.
- All products are covered by the brand's official (European) after-sales service. All products come with a lifetime warranty for issues arising from manufacturing or material defects, except under the following circumstances. The warranty applies from the date of purchase. During the lifetime warranty period, the brand will repair or provide a replacement for your item.
- Exclusions from Lifetime Warranty: Normal wear and tear from use; Damage caused by misuse or abuse of the product; Use for commercial purposes; Accidental damage; Discoloration and/or deformation of the product due to overheating; Products with a specified limited warranty period on the packaging; Products with non-stick coatings; Products with wooden parts; Rubber seals/gaskets (pressure cookers); Failure to comply with the brand's general care and usage guidelines for the product.
Customers outside the UK are responsible for import duties and other taxes on products in their country. Cross-border deliveries may be subject to inspection by your country's customs authorities. Any additional handling fees charged by customs in the customer's country are also the responsibility of the buyer.
To help you complete your orders more efficiently and conveniently, HautHome will store your name, address, email, previous order details including products, quantities, and prices. We do not retain any payment information.
HautHome will share your name, address, email, ordered products, quantity, and price information with our affiliated company Britsense Ltd in the UK (Registered in UK, Company No. SC447984, VAT No. 222967496, EORI No. GB222967496000), solely for the purpose of direct shipping from the UK.
Cookies are small files stored on your browsing device when you visit a specific website. They are used to collect and remember your user information, such as your shopping cart, and provide reminders when you return to the site. At the same time, relevant statistical data from the website will be collected and analyzed for future updates and to enhance the user experience. Users can manage cookie settings, as many browsers offer options to limit cookie storage or completely disable cookies. In such cases, certain features of some websites may not function properly, but shopping or browsing will still proceed normally. On this website, cookies will be used by HautHome, and by using the site, users are considered to have consented to the use of cookies by default.
Please click on the "Contact Us" link on the website page, enter the product number and your email address, and we will send you an email notification when the product is back in stock.
Yes, according to relevant laws and regulations, we need to verify that you are at least 18 years old before selling knives to you. We have automated age verification software that checks your age based on the personal information you provide during the checkout process. If, for any reason, the system is unable to verify your age, you will be asked to provide additional personal information. If the system still cannot verify your age, you will be required to contact customer service, who will provide you with professional assistance.
Currently, there are only the following HautHome locations that can be found and contacted in China:
- Douyin account: HautHome (ID: HautHome)
- Video Account: HautHome (ID: sph8XCXrdgKHPVVv)
- HautHome Official Website: www.hauthome.com
- Official customer service email: service@HautHome.com
Our human customer service:
- WeChat: HH-Service01
Our emergency order processing hotline:
Mobile: (+86) 186-8228-8238 (For urgent customer order inquiries only)
