Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: April 2023
1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

We accept returns within 30 days of delivery, provided items are unused, in their original packaging, and meet our return conditions. To begin, please visit our Returns & Refunds page for full details.

How do I track my order?

Once your order has shipped, you’ll receive a confirmation email with a tracking number. You can also track your order anytime via our Track My Order page or through your customer account.

Can I cancel or modify my order?

We start preparing orders quickly. If you need to make a change or cancel, please contact us within 2 hours of placing your order and we’ll do our best to accommodate.

Do you have a showroom or physical store?

Hausgem is an online-first brand. This allows us to bring you unique, globally sourced pieces at the best possible value. We can provide more videos of products if you wish to get more details, we have a great relationship with all of our artisans.

2. Product Questions

Do you create your own products?

Most of our collection is carefully curated from artisan partners and studios around the world. We also produce select pieces in-house to complement our curation.

What materials are used in your products?

Materials and finishes are listed on each product page under “Dimensions & Specs.” If you need additional information, contact our support team and we’ll be happy to help.

How do I care for my purchase?

Each product page includes care instructions. We also provide an After-Care Guide with tips for lighting, furniture, wall art, and décor to ensure your pieces last beautifully.

Do you offer custom orders?

Yes, we do. For select pieces, we can work directly with our artisan partners to create customized orders. Please contact us with your request and we’ll let you know what’s possible.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, Google and Apple Pay.

Do you offer installment payment options?

Yes. We currently offer (flexible installment services for customers in Southern California (Please email us at hello@hausgem for installments), along with Shopify Installments and other flexible payment options available at checkout on eligible orders.

Is my payment information secure?

Absolutely. All transactions are processed using industry-standard encryption, and your details are never stored on our servers.

4. Shipping Questions

How much does shipping cost?

We offer flat-rate shipping: $15 within the U.S. and $35 worldwide. Orders over $300 ship free.

How long does shipping usually take?

Because many of our pieces are sourced from artisan studios, typical delivery takes 3–5 weeks. Each item first arrives at our warehouse, where it is carefully inspected and quality-checked before being shipped to you. For full details, please see our Shipping Policy.

Do you ship internationally?

Yes, we ship worldwide. International customers are responsible for any duties or taxes charged by local customs.

Do you offer expedited shipping?

Not at the moment, though we plan to offer this service soon.

5. Contact Questions

How can I contact customer service?

Use the Support Chat at the bottom-right corner of our website, our Contact Us page, or email us at [email protected]

What are your response times?

Our team replies within 1–3 business days, Monday through Friday, 9am–5pm PST.

Do you accept feedback or collaboration requests?

Always. Please submit your feedback or proposals via our Contact Page or visit our Affiliate Program.

Do you have a physical office address?

Yes, we do have a physical address. Our headquarters is located at 17595 Harvard Ave #620 Irvine, CA 92614.