Since Brexit, we have found it extremely challenging delivering to the UK. Until we figure out the best shipping rates, we are not shipping to the UK. 

Can I still order from your US site? 

Yes, you can still order from our US site, however we cannot control import taxes from our US site and you will likely need to pay additional tax before receiving the item. 

Delays in shipping are also common when ordering from our US site due to customs processing. Most orders arrive within 15 business days, but it can take longer. Please contact your local customs office directly for additional information.

What countries does the Hapticlab.eu site ship to? 

Ireland, Belgium, France, Germany, Luxembourg, Netherlands, Austria, Denmark, Switzerland**, Czech Republic, Hungary, Italy, Poland, Sweden, Slovenia, Slovakia, Finland, Spain, Norway**, Portugal, Bulgaria, Australia, Hong Kong, Japan, Lebanon, New Zealand, Singapore  



RETURNS

Customers are responsible for shipping on returned items.

All returns must be processed within 15 days of receiving the order. We're happy to issue a refund to your original form of payment for unused items in original packaging (absolutely no pet fur). Please email info@hapticlab.com to coordinate a return. Only full price items are eligible for a refund.

All returns should be sent to: 

Haptic Lab
C/O RedSky Europe Returns
Purcellsinch Business Park
Dublin Road
Kilkenny
Ireland
R95 E70V

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 - 7 business days.

Late or missing refunds 
If you haven’t received a refund within 3 - 7 business days, please first check your bank account and contact your credit card company. It may take some time before your refund is officially posted. If you still have not received your refund, please contact us at info@hapticlab.com.

Sale items 

Sale items are final sale. We will not issue returns or refunds on any items that were purchased on sale. 

Shipping 
Shipping costs are non-refundable. To return your product, please note you will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund.

Order Processing FAQs

My order is a gift. Can you make sure pricing is removed? 

Yes! Our packing slips never include pricing. 

What are pre-order sales?

Pre-order sales help us fund the enormous costs of production for new quilt designs and function like mini-Kickstarter campaigns, allowing us to add new designs to our collections and offer new items to our EU customers.

Production and delivery of pre-order items can take up to 5 months, depending on unpredictable factors such as material sourcing and customs clearance. When you pre-order a quilt that hasn't been made yet, please be patient and we promise to keep you updated on progress. We don't recommend pre-ordering a limited edition quilt as a time-sensitive gift.

Do you make price adjustments?

If an item you purchased on our website goes on sale within 24 hours of your order, we're happy to issue a one-time price adjustment. A refund for the price difference will be issued via the original form of payment. Please email info@hapticlab.com to request a price adjustment.

Do you charge sales tax?

VAT is included in all purchases within the EU. 

Product FAQ

There is a small glue spot on my sailing ship kite, is this a flawed kite?

All of our sailing ship kites are handmade with the utmost attention to quality and material by artisans in Bali. There may be small distinctive elements from kite to kite that reflect the work of the human hand- these are not flaws. 

When assembling the kite, the masts will need to be pulled firmly into place, it will feel tight. You can watch our video here on how to assemble your kite. 

I need help with my DIY project - can you help?

We don't offer individualized support for DIY projects, but you can always reference our VISUAL GUIDE for pointers. Your local quilt shop is a good resource if you get stuck, and Youtube is also helpful.  

How do I wash and care for my quilt?

Handmade quilts will last a lifetime if cared for correctly. Please check out our Quilt Care Guide for more information.

How do I hang my quilt?