FAQ

Frequently Asked Questions

Orders and Shipping

How long will my order take to arrive? Standard shipping within Australia takes 3–7 business days from the date of dispatch. Express shipping takes 1–3 business days. Orders are processed within 1–3 business days of payment confirmation.

Is shipping really free? Yes — we offer free standard shipping on every Australian order, with no minimum spend required.

How do I track my order? Once your order is dispatched, you'll receive a shipping confirmation email with your tracking number and a link to track your parcel.

Can I change or cancel my order? Please contact us at support@havenandharlow.com.au as soon as possible if you need to change or cancel your order. We can make changes before your order is dispatched, but we're unable to make changes once it has shipped.

Returns and Refunds

What is your return policy? We do not offer refunds or exchanges for change of mind. Please choose carefully. We are unable to offer refunds simply because a product doesn't suit you or you changed your mind. This does not affect your rights under Australian Consumer Law for major product faults.

My order arrived damaged — what do I do? We're sorry to hear that. Please contact us at support@havenandharlow.com.au within 7 days of delivery with your order number and clear photos of the damage. We'll arrange a replacement or refund promptly.

How long does a refund take? Once we receive and approve your return, refunds are processed within 5–7 business days to your original payment method.

General

How do I contact Haven and Harlow? You can reach us at support@havenandharlow.com.au. We respond to all enquiries within 24 hours, Monday to Friday.

Do you have a loyalty program? Not yet — but we're working on it! Sign up to our mailing list to be the first to know when our rewards program launches.