Sustain FAQ

Frequently Asked Questions

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What is your return policy?

Just like our regular HDH pieces, we want you to love your HDH Sustain pieces. If you are not completely satisfied, you can return it to us for an exchange, store credit, or refund. All items must be unworn and unwashed and sent back within 21 days of the original ship date and should be sent prepaid. We do not accept CODs. All exchanges must be sent back within 45 days of the original ship date for an exchange or store credit. We promise to exchange the item or refund in full, minus shipping costs. We do not refund original or return shipping costs.

After the 45 day period, HDH Sustain pieces can still be returned to the HDH Sustain program in exchange for a $10 HDH gift card that can be applied to any HDH purchase.

When returning an item, we recommend you insure the item and/or use a tracking number. We are not responsible for missing packages.

We will process your exchange or refund within 10 business days after we receive the item. We will notify you by email when the exchange or refund is processed.

How do I ship my HDH piece(s) to you?

We like to remind customers that you don’t have to go out and buy an expensive bubble-wrap mailer! There are several, eco-friendly alternatives, such as using an old shoe box or even a paper grocery bag to construct a mailing envelope.

Here, we wrap all HDH pieces in 100% recycled paper, and ship them in 100% recycled poly mailers. We would ideally love to switch to 100% recyclable packaging in the future, but it’s a difficult balance between being eco-friendly and guaranteeing that you receive your HDH pieces intact and in perfect condition. If you have any packaging ideas, we’d love to hear from you! Please email Emma at customerservice@hackwithdesignhouse.com.

What is the quality of an HDH Sustain piece?

It really depends on the state it’s sent to us in! HDH Sustain items are made from used/loved/damaged HDH pieces, so they might have evidence of wear. If that’s the case, we will price them accordingly. All HDH Sustain pieces will be pre-washed and ready to be used/loved/damaged by someone else!

How do I know what size is right for me?

Online shopping can be tricky, we get it! You can start off by visiting our size guide on each product page. Feel free to email Emma at customerservice@hackwithdesignhouse.com for any other specific sizing questions you may have.

Can I send in an HDH piece that I purchased at a Sample Sale?

Yep!

Can I send in an HDH piece that I purchased from one of your stockists?

Yes!

I have HDH Swim/Intimates pieces that I don’t wear anymore, and they’re still in great condition! Can I send them in to the Sustain program?

Unfortunately at HDH Sustain, we don’t accept HDH Swim nor HDH Intimates pieces for hygienic reasons.

Can I send in an old HDH piece of mine to have repaired and sent back to me?

Unfortunately, we don’t have the capacity for repairs at the moment. As we are prioritizing online orders, and because our team is still pretty small, we just can’t guarantee a quick-enough turnaround for custom altered pieces.

Shoot, I lost my coupon code with my HDH Sustain credit.

No worries. Email Emma at customerservice@hackwithdesignhouse.com with your full name and the piece(s) you sent in.

Is there a form I need to fill out when I send you my old HDH pieces?

There is. You download and print it out here. Don’t have a printer? That’s okay, please just jot down the corresponding answers on a separate piece of paper, and send it along with your old HDH pieces.

Do you have a mailing list?

Yes! Sign up here for updates on upcoming releases, sales, and events

If you have any questions that are not answered here, feel free to email: