Support
Frequently Asked Questions
Everything you need to know about ordering from HACHE.
Are all pieces handcrafted?
Yes. Every HACHE piece is made by hand in Mexican workshops by master artisans. We work with artisans whose families have practiced their craft for generations. Each piece carries small variations that reflect its handmade origin — this is a feature, not a flaw.
How long does production take?
Production times vary by piece. Accessories and lighting typically take 2–4 weeks. Furniture pieces take 4–8 weeks. Limited edition items have specific availability windows noted on their product pages. We'll send you updates throughout the production process.
Do you ship internationally?
We currently ship to Mexico, the United States, and Canada. International shipping to the US and Canada takes 10–20 business days. Free shipping is included on orders over $500 USD. For other destinations, please contact us at [email protected].
What materials do you use?
We work primarily with Mexican hardwoods (Nogal, Parota, Encino), hand-forged brass, natural fibers, and locally-sourced leather. Each material is selected for its beauty, durability, and connection to Mexican craft traditions. Visit our Materials page to learn more.
How do I care for my HACHE piece?
Care instructions vary by material. Wood pieces should be kept away from direct sunlight and wiped with a dry cloth. Brass develops a natural patina over time — you can polish it or let it age naturally. Detailed care guides are included with each order and available on our website.
Can I return or exchange my order?
Standard orders can be returned within 14 days of delivery in original condition. A 15% restocking fee applies. Custom and made-to-order pieces are final sale. If your piece arrives damaged, contact us within 48 hours for a replacement or full refund. See our Shipping & Returns page for full details.
What is the Trade Program?
Our Trade Program offers exclusive pricing (15–25% off), priority allocation on limited editions, and dedicated support for interior designers, architects, and select retailers. Visit our Trade page to learn more and apply.
What are Editions?
Editions are limited-run collections created in collaboration with specific artisans. Each Edition is produced in small quantities and once sold out, is never repeated. This ensures every piece remains rare and collectible.
Still have questions? Reach out to us at [email protected]