Terms & Conditions
Shipping Policy
Our Commitment to Your Order
At HAVEN & HEARTH, we believe that shopping online should be simple, reliable and hassle-free. We carefully pack every order using appropriate protective materials to help ensure that your products arrive safely and in excellent condition.
Shipping Methods & Costs
We offer Free Tracked Delivery across the UK, with an estimated delivery time of 3–8 working days.
Customers who choose our faster delivery option, with an estimated delivery time of 3–5 working days, will be charged a flat delivery fee of £5 at checkout.
We work with trusted UK delivery carriers, including Royal Mail, DPD and Evri. The carrier used will depend on your order and delivery address.
Estimated Delivery Times
Order Processing:
Most orders are processed and dispatched within 24–48 hours, Monday to Friday, excluding UK public holidays.
Standard Delivery:
Once dispatched, orders typically arrive within 3–8 working days.
Faster Delivery:
Customers who select our faster delivery option at checkout can expect their order to arrive within 3–5 working days.
Please note that delivery times are estimates and may occasionally be affected by circumstances beyond our control, including carrier delays, adverse weather conditions or other unforeseen circumstances.
Order Tracking
We want you to be able to track your order every step of the way.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available. You can use this information to monitor the progress of your parcel.
UK Delivery
We currently focus primarily on delivering orders within the United Kingdom.
If you are located outside the UK and would like to place an order, please contact our customer support team at support@havenhearthstore.co.uk to enquire about available delivery options and costs.
Delayed, Missing or Damaged Parcels
If your parcel does not arrive within the expected delivery timeframe or arrives damaged, please contact our customer support team as soon as possible at support@havenhearthstore.co.uk
For damaged items, please provide your order number and, where possible, photographs of the damaged packaging and product so that we can investigate the issue and provide an appropriate resolution.
We are committed to providing helpful and responsive customer support and will work to resolve delivery-related issues as quickly as reasonably possible.
Return & Exchange Policy
Shop with Confidence
At HAVEN & HEARTH, we take pride in the quality and craftsmanship of the products we offer. Every order is carefully checked and securely packed before being dispatched.
We want you to shop with confidence and receive your order as expected. This policy explains how we handle returns, faulty or damaged products, incorrect items and refunds.
Nothing in this policy affects your statutory rights under UK consumer law.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or different from the product you ordered, please contact us at support@havenhearthstore.co.uk as soon as reasonably possible.
Please provide your order number and, where possible, clear photographs of the product and its packaging. This information can help us investigate the issue and arrange the appropriate resolution.
You are not required to report a fault within 48 hours in order to preserve your statutory rights.
Our Resolution
Depending on the circumstances and your legal rights, we may offer a repair, replacement or refund.
Where a product is faulty, damaged or not as described, we will comply with your rights under applicable UK consumer law.
Where a replacement is agreed and available, we will arrange for the replacement to be sent to you at no additional cost.
Where you are legally entitled to a refund, the refund will normally be made using the original payment method, unless otherwise agreed with you.
Return Costs for Faulty or Incorrect Items
If an item is faulty, damaged, not as described or we have sent you the incorrect item, we will cover the reasonable cost of returning the item where a return is required.
We will provide appropriate return instructions and, where applicable, a prepaid return label.
Your Right to Cancel an Online Order
If you purchase a product from us online as a consumer, you normally have the legal right to cancel your order within 14 days of receiving the goods, without having to provide a reason.
After notifying us of your cancellation, you normally have a further 14 days to return the goods.
There are certain legal exceptions to the right to cancel, including some personalised or bespoke products and other goods specified by law.
For full details of your cancellation rights, please refer to our Cancellation, Returns & Refunds Policy.
Refunds
Where you are entitled to a refund under your statutory rights or our returns policy, we will process the refund in accordance with applicable UK law.
For online cancellations, refunds will normally be made within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been returned.
Where a customer exercises their legal right to cancel an online order, the cost of standard delivery will normally also be refunded. If a more expensive delivery option was selected, we are generally only required to refund the cost of the least expensive standard delivery option available.
Products Damaged During Delivery
If your parcel arrives damaged, please contact us as soon as reasonably possible.
Please provide your order number and photographs of the damaged packaging and product where possible. We will investigate the issue and work with you to provide the appropriate resolution in accordance with your statutory rights.
Products Sent in Error
If you receive an item that is different from the one you ordered, please contact us at support@havenhearthstore.co.uk
We will arrange the appropriate solution and, where a return is required, we will cover the reasonable return shipping costs.
Important: Your Statutory Rights
This policy does not limit, exclude or replace any rights you may have under applicable UK consumer law.
Your statutory rights may include rights relating to goods that are faulty, not as described, not fit for purpose or not of satisfactory quality.
Where applicable, these rights may include repair, replacement, price reduction or refund.
Contact Us
If you have any questions about returns, refunds or a problem with your order, please contact our customer support team:
Email: support@havenhearthstore.co.uk
We are committed to providing helpful and responsive customer service and will work with you to resolve any issues as fairly and efficiently as possible.