Contacto

Email us. A person reads it — there is no support desk, no ticket queue, and no bot.

hello@wearhaeld.com — we reply within two working days.

What to write to us about

• Before you buy — sizing, fit, what the fabric is, whether it works with the pad you use. Ask. We would much rather answer a question than have you order the wrong size.
• An existing order — include your order number. It's in your confirmation email and starts with #.
• Returns and exchanges — say whether you want an exchange or a refund, and which size you want instead. Full terms are in Returns & exchanges.
• Where is my order? — everything in the first run is made to pre-order and ships in 6–8 weeks. If you're inside that window, Shipping will answer faster than we can. Outside it, write to us.
• Press, stockists, anything commercial — same address. Put what it is in the subject line.

Helping us answer in one reply

If you're writing about an order, include the order number and — if it's a fit question — the size you bought and what specifically is wrong. Fit problems are much easier to solve from "the waistband rolls at the back on an M" than from "it doesn't fit".

Photographs help for anything damaged or faulty. Attach them to the first email rather than waiting for us to ask.

Who you're dealing with

hæld is run by one person in Lisbon, not a call centre. That's why the reply comes from a name, and why it takes up to two working days rather than two minutes.

Full company details — legal entity, registered address, VAT number and the dispute-resolution body — are on the Legal notice.

If we haven't sorted it out

Write to legal@wearhaeld.com and say so plainly. If we still can't resolve it between us, Portuguese law gives you the right to refer the matter to an approved dispute-resolution body — set out, with the competent entity for Lisbon, on the Legal notice.