FAQ

How long does delivery take?

Orders are dispatched within 1 to 3 working days and delivered within 15 working days of your order, with tracking. Many orders arrive sooner. Large furniture travels with a specialist courier and may need the full timeframe.

How much does delivery cost?

Delivery is free on almost every order. A small fee applies only to very small orders, and your exact rate is always shown at checkout before you pay.

Can I track my order?

Yes. As soon as your order is dispatched we email you a tracking link. Large items may arrive in more than one parcel, each with its own tracking.

My order has not arrived yet. What should I do?

If it has been more than 15 working days since you ordered, email us with your order number and we will chase the courier straight away. If a parcel is confirmed lost, we send a replacement or refund you in full.

Will it fit in my home?

Every product page lists full dimensions under Specifications, including open and folded sizes where they apply. Please also measure doorways, stairs and lifts before ordering larger pieces.

Do I need to assemble my furniture?

Some pieces arrive ready to use and others need assembly. Everything comes with instructions and the fittings you need. If you get stuck, email us and we will help.

Do wall beds need fixing to the wall?

Wall beds must be installed exactly as described in their instructions, which usually means fixing them securely to a solid wall or floor. If you are unsure about your walls, we recommend using a qualified fitter.

Do you sell pre lit and unlit Christmas trees?

Yes, both. Pre lit trees list their lights in the Specifications on each product page. If you have a question about a particular tree, email us before ordering and we will be happy to help.

What is your returns policy?

You have 30 days from delivery to return unused items in their original condition and packaging. Email us first and we will send you the return instructions. Your refund is made within 14 days of us receiving the item.

What if my item arrives damaged or with parts missing?

Contact us within 48 hours of delivery with photos of the item and its packaging. We will send a replacement part, a replacement item or a full refund. You do not need to return the whole item for a missing part.

Can I change or cancel my order?

Yes, as long as it has not been dispatched. Email us as soon as possible with your order number. Once dispatched, you can still return it within 30 days.

How can I pay?

We accept all major debit and credit cards, plus the other payment options shown at checkout. Payments are processed securely and we never see your full card details.

How can I contact you?

Email us at sales@havenandhome.com or use the form on our Contact page. A real person replies within 1 working day, Monday to Friday.