Frequently asked questions
How quickly will you reply?
We answer every message ourselves, usually the same day and always within one business day. Our hours are Monday to Friday, 09:00–17:00 CET. Messages sent over the weekend are answered on Monday.
Where is my order right now?
You will receive an email with a tracking link as soon as your parcel leaves us. Orders are prepared within four business days, and delivery then takes one to twelve business days depending on the destination. You can also follow an order from your account under Track your order.
How much does shipping cost?
Nothing. Shipping is free on every order, to all of the European countries we serve. There are no handling fees or surprise charges at checkout.
Which countries do you ship to?
We ship to 27 countries across Europe, including the Netherlands, Belgium, Germany, France, Italy, Spain, Austria, Ireland and the Nordics. The full list appears at checkout once you select your country.
Can I return something, and what does it cost?
Yes. You have 30 days from delivery to request a return, and returning is free — email us and we will send you a prepaid label to download and print. Items should come back unworn, in their original packaging, with proof of purchase. If your order is delivered inside the EU you also have the statutory 14-day right of withdrawal, which you can exercise using our withdrawal form.
When will I get my refund?
Once your return reaches us and has been inspected, we approve it and refund to your original payment method within 10 business days. Your bank may take a few days more to post it. If more than 15 business days have passed since approval, email us and we will chase it.
Can I change or cancel my order?
Email us as soon as you can. If the parcel has not been handed to the carrier we can usually change the address, swap a design or cancel outright. Once it has shipped, the returns process is the fastest route.
Are the scarves really 100% silk?
Yes. Every foulard is 100% mulberry silk with hand-rolled edges, finished by hand. Nothing in the range is a silk blend or a printed synthetic.
How do I care for a silk scarf?
Hand wash in cold water with a mild detergent, or have it dry cleaned. Do not wring it — press the water out gently in a towel and dry flat away from direct sun. Iron on the lowest setting, on the reverse, while very slightly damp.
Is my payment secure?
Yes. Payment is handled by Shopify's PCI-compliant checkout over an encrypted connection. We never see or store your card details.
Do you send a gift receipt?
We do not include prices in the parcel, so anything you order can be sent as a gift as it is. If you would like a handwritten note enclosed, mention it in the order notes or email us straight after ordering.
Prefer email? Write to support@houseofgatz.com and we will reply within one business day, usually the same day.