How long does it take to process my order?
Orders placed Monday – Friday before 12PM PST will begin processing that day. All orders placed Monday – Friday after 12PM PST will begin processing the next business day. All items take 24-48hrs to process at our warehouse, but please note we do our best to get your order out within 24 hours.
What method of payment is accepted?
Visa, MasterCard, Discover, American Express, Amazon Pay, and Google Pay.
Do you offer complimentary shipping?
We currently offer complimentary shipping on all orders within the contiguous United States. All orders shipped with our complimentary shipping will arrive within 1-5 business days. Expedited shipping is available for an additional fee.
Do you offer international shipping?
Yes! We currently ship internationally to Canada, Mexico, Western Europe, China, Hong Kong, Japan, Singapore and South Korea
Do you cover duties/tax for international shipments?
All international orders are subject to duties and taxes billed by the destination country’s customs department. The recipient must bear any additional charges for customs clearance. These fees can be estimated and pre-paid during checkout to avoid clearance issues on import. We are not responsible for customs or transit delays. Should you need more information prior to purchase please contact us at email@example.com
Do you cover lost or stolen packages?
We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at firstname.lastname@example.org as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately we cannot reroute a package once it has shipped. In the event your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.
What is your return policy for domestic shipments?
All unworn, unused merchandise accompanied by the original purchase receipt can be returned for a full refund within 14 days of delivery. Should you have any questions prior to purchasing, we are always happy to assist at email@example.com.
How do I process a return?
In the event you need to process a return, please contact us at firstname.lastname@example.org. You will need your order number and your shipping zip code to submit your return. Purchased items may be returned for an exchange or Hayward Luxury Store Credit only. If the total of the exchange is less than the original purchase, the difference will be issued in store credit.
What is your return policy for international shipments?
Unfortunately we are unable to accept international returns at this time.
What if I need to adjust or cancel my order prior to shipment?
Once your order is placed, we are able to adjust details prior to shipment. Please contact us as quickly as possible at email@example.com Please note once your item has shipped we will not be able to cancel your order with the carrier.
How can I track my order?
Once your order has been placed, we will send a confirmation email to the provided email address. Once your item is ready to ship, we will follow up with a shipping notification so that you may track your item.
Please note that all shipping labels take a moment to update, so if you receive a notification but your item hasn’t begun tracking, please allow some time. If the tracking does not update within 24 hours, we are always available at firstname.lastname@example.org to assist.
What if I receive my order and it’s damaged?
First and foremost, we hope this does not happen to you. In the event that it does we sincerely apologize in advance. Please contact us immediately at email@example.com and we will work diligently to resolve the issue.
Do you have a Hayward store location?
Yes! Visit our Flagship, Hayward House at 131 E 70th St 2nd Floor, New York, NY 10021. If you can't make it to New York, you can find our products at these retailers.
How do I care for my Hayward handbags?
Avoid direct sunlight for extended periods, as it can cause the leather to fade. To protect the silhouette, avoid overfilling your leather bag.
Aging is a natural process of leather, and is part of its beauty. With proper care and consideration, your Hayward leather will age gracefully and develop a natural patina.
Exotic leathers should not be exposed to water or moisture. If the leather gets wet, immediately wipe dry with a soft cloth, wiping with (not against) the direction of the scales.
Embroidery and Embellishments
Take care to avoid prolonged contact with delicate fabrics such as woolens, silks and tweeds.
Can you repair a damaged bag?
All our bags are hand-made in our Park Avenue factory. To repair a bag, send firstname.lastname@example.org a description and photo of the damage. If we are able to repair the bag, we will provide you with a cost estimate and instructions. Each repair is examined on a case-by-case basis.