Shipping FAQ

Many of you have spoken to me via email before, but this is sort of my public debut - so I suppose that I should give a little background on how shipping works here at the Haus. My name is Matt, I'm the partner of the creator and founder of the Haus, Britton. Basically the shipping department consists of me - I pick, pack and process all of the orders. At the end of the shipping day I usually haul the day's orders to the Post Office by bike. That's one thing we're proud of here at the Haus - we do business by bike or foot whenever possible.


(Matt with his sassy face, biking a haul of orders to the Post Office!)

I do my best to make sure that every customer receives their order quickly and correctly, but I do sometimes make mistakes. If you have a question about shipping, please take a moment to check the FAQ below. If you don't see an answer to your question please email us at customerservice@hausofgloi.com

I sent you an email about my order, but I haven't heard back and it's been a while.
We try to keep up with customer questions and concerns as well as possible, but sometimes we miss a question or comment. If we've missed yours we recommend emailing us at customerservice@hausofgloi.com and we will do our best to get back to you as quickly as possible.

Do you give samples?
Yes! Every order gets at least one perfume sample clipped to the thank you card. Sometimes they get separated - if you don't see it, make sure to check your packing materials. Sample vials can be very sneaky like that.

I have more than one order from you - can I combine shipping?
Absolutely. We automatically combine shipping whenever possible. If you would like us to wait to ship an order so it can be combined, please email us at customerservice@hausofgloi.com

My shipping charges seemed a little high - are you guys still doing refunds?
Yep. It will always be our policy to refund excess shipping charges. We are always working on tweaking our shipping rates to keep them as accurate as possible.

Do you ship to APO/FPO addresses?
Yes. Shipping to military or diplomatic customers is no problem at all. If you have specific concerns about your address, please email us atcustomerservice@hausofgloi.com

You sent me a tracking number, but it hasn't been updated, what's the deal?
The USPS does a great job at pretty much everything - except scanning tracking numbers. This appears to be especially true for First Class packages. If you've been waiting more than 4 business days for Priority or 6 business days for First Class please email us atcustomerservice@hausofgloi.comand we will do our best to provide any additional help we can.

TIPS FOR INTERNATIONAL CUSTOMERS:

We are more than happy to ship anywhere in the world! If you've got a mailbox, we will ship to it. Here are some tips for avoiding common shipping problems:

  1. If you live in a country with unreliable delivery service, choose the USPS Priority option. Priority packages tend to arrive more reliably. 
  2.  Please don't use accented or special characters in your address. Sometimes my software won't properly display a foreign address because it doesn't understand one or more characters. 
  3. Customs duty fees. If this is an issue in your country, please email me at customerservice@hausofgloi.com and I will be happy to work with you on a solution.

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