Politique de remboursement

The short version

  • Your first size exchange is free — even if you have opened and worn it. We pay postage both ways.
  • You have 14 days from delivery to cancel your order for any reason. That is your legal right in the EU/EEA.
  • We give you 30 days to return an unopened item, which is longer than the law requires.
  • We pay return postage. No deductions, no restocking fee.
  • Faulty items are always covered.

First Fit Promise — your first exchange is free, worn or not

Underwear is hard to size from a chart, and you should not have to gamble €38 to find out.

So: order a size, wear it, and if it is wrong we will swap it — once, free, in either direction. You do not need to keep it sealed. You do not need to keep it unworn. We pay the postage both ways.

  • One free exchange per customer.
  • Tell us within 30 days of delivery.
  • Because our first run is made to order, the size you want depends on what is left in the run. If it is not available we will say so straight away and refund you in full instead.

We would rather you end up with underwear that fits than protect ourselves from a return.

The hygiene seal

Every hæld order arrives in a sealed hygiene pouch.

If you break that seal, you give up the right to cancel or return the item for a refund — once unsealed, it cannot be resold safely. This is permitted under Article 16(e) of EU Directive 2011/83/EU, which excludes sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

In practice:

  • You can open the outer postal packaging, handle the sealed pouch and check the size marking without giving up anything.
  • The First Fit Promise above is not affected. Breaking the seal costs you the right to a refund, not your free size exchange. That is a promise we make on top of the law, and we mean it.
  • If you are unsure of your size, email returns@wearhaeld.com before you open it. We would rather answer a question than have you stuck.

None of this affects your rights if an item arrives faulty, damaged or not as described.

Your right to cancel (EU/EEA)

You have 14 days from the day you receive your order to cancel, without giving a reason.

Email returns@wearhaeld.com with your order number. You then have a further 14 days to send the item back. We refund within 14 days of receiving it — or of receiving proof you have sent it, whichever comes first — to your original payment method.

Exception: items whose hygiene seal has been broken, as set out above.

Our 30-day return window

Beyond your statutory 14 days, we accept returns for 30 days from delivery on any item with its hygiene seal intact and tags attached. We pay return postage.

Faulty, damaged or wrong items

Inspect your order when it arrives. If anything is defective, damaged or not what you ordered, email returns@wearhaeld.com and we will replace it or refund you in full, including postage — seal broken or not. This is in addition to your statutory rights.

Pre-orders

  • You are charged when you order. That is what reserves your size in the run.
  • The estimated dispatch window is shown on the product page and at checkout.
  • You can cancel a pre-order any time before it ships, for a full refund. No reason needed.
  • If the dispatch window moves, we will email you before you have to ask. If the delay does not work for you, cancel for a full refund.

How to start a return or exchange

Every order ships with a returns booklet explaining this. The short version:

  1. Email returns@wearhaeld.com with your order number, and say whether you want an exchange or a refund. We reply within 2 working days.
  2. We send you a prepaid return slip. You do not pay for postage and you do not need to find our address.
  3. Attach the slip to the parcel and send it back. That is it.

If you are cancelling within your 14-day withdrawal period, your email is what counts — it stops the clock the moment you send it. The slip follows afterwards; you do not lose any time waiting for it.

Please do not send anything back before emailing us — we cannot accept unannounced returns.

Refunds

Once we have received and checked your return, we refund to your original payment method within 14 days. Your bank may take a few days more to show it.

Questions

Email returns@wearhaeld.com. A person reads it.

hæld is operated by Harmanpreet Singh, Rua Marquesa De Alorna 22, 2 ESQ ALVALADE, 1700-303 Lisboa, Portugal. NIF 305898590.