Delivery and Returns

  Last updated: 03/07/2021

 

At House to Haven, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Our store policies are detailed below, please have a look and contact us if you want to learn more!

 

Delivery Policy

We use several different couriers for our deliveries depending on size, weight and number of parcels, and it will also depend on if you have chosen an express service.  Please note, that the courier will automatically be selected depending on the order. 

 

All delivery charges are subject to change depending on the delivery location, the size and the weight of your parcel. Our Customer Service team will contact you before despatching your parcel should this be the case and on the rare occasion, we may ask you for additional delivery charges.

Before you finalise and submit your order please ensure the delivery address is correct including the postcode. Please also check your order confirmation as we will have to charge an additional fee should the parcel be despatched to an incorrect address. 

 

This delivery service is available for UK Mainland only. We currently do not offer delivery to The Isle of Man, Guernsey, Jersey, Europe or Internationally.

The list of couriers, delivery timescales and costs are listed below:

Delivery Option 

Courier

Delivery To

Delivery Timescale

Cost

Standard UK

DPD or Royal Mail 

UK Mainland

3-5 working days

£4.95

Standard UK

orders over £75.00

DPD or Royal Mail 

UK Mainland

3-5 working days

FREE

Collection, Cranfield

House to Haven

n/a

1-2 working days

FREE

Please allow up to 10 working days to receive your order during or after busy periods (Sales, events or public holidays). 

 

All delivery charges are subject to change should the weight or size of the parcel require further postage to be paid. Our Customer Service Team will contact you before despatching your parcel should this be the case. All prices charged are in Great Britain Pounds Sterling (GBP).

Large orders

Please note for large orders such a furniture or extra large items, delivery cost will be weight and size dependent, so we do reserve the right to contact you regarding an increase in the price and to take additional payment if required. If you are placing a large order, please email us with all the items you would like to purchase with your delivery address and we will send you a shipping quote.

Part shipment of an order

Please note that if there is an item which is out of stock but is due to arrive in the warehouse within 48 hours, your order will be held and despatched together.

 

Environmentally friendly delivery

Albeit we are a small company we take our responsibility to help tackle Climate change and pollution very seriously and ensure to help tackle this issue wherever possible. We are committed to reducing our impact to the environment. So, we will never send your orders in separate deliveries. You can also read more about our eco-friendly packaging here.

 

Receiving your order

When your item arrives please check it carefully and check that you are fully satisfied. If you are not satisfied with the condition on arrival, please do not sign to accept the parcel and contact our Customer Service team immediately at hello@housetohaven.co.uk 

Click & collect

You can collect your order at our store in Cranfield, Bedfordshire. 

  • Simply select ‘Collection’ at the checkout online to have your items reserved in store. 

  • You will receive an email confirmation of your order shortly after payment.

  • Please await a ‘ready to collect’ email before travelling to store.

  • Bring your order confirmation and valid ID to collect your items.

  • Orders are currently being prepared within 24 hours of ordering.

Need your items sooner?

Call our office sales team on 07876 701 742 and we will do our best to help.

Need someone else to collect your order?
  • Please inform us who the nominated individual will be that will collect your order (Give us a quick call on

        01234 637 305 or email hello@houseothaven.co.uk).

  • Forward your ‘ready to collect’ email to them and ensure that they have valid ID showing the name you have provided us.

  • You have up to 5 working days to pick up Click & Collect items. If you don’t collect your order within 5 days we will issue a refund.

Store opening hours:

Monday: Closed
Tuesday - Friday: 10am - 5pm
​​Saturday: 10am - 2pm
​Sunday: 10am - 2pm

Store address:

130 High Street

Cranfield

Bedfordshire

MK43 0BS

England, UK

Returns & Exchange Policy

Please return your items for a refund or replacement within 30 days of receiving your goods.

All items must be returned with your returns note completed or proof of purchase presented. 


To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. 


Items must be returned in fully resalable condition, which means being unused and in the original packaging and within 30 days of purchase. House to Haven reserves the right to refuse a refund on items deemed not to be resalable or not in original packaging.


You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. Please contact us via hello@housetohaven.co.uk with a photo of the damaged goods within 2 working days of receiving your order. 

If an item it delivered back to us damaged due to it not being packaged well for transit, House to Haven reserves the right to refuse a refund.

If an undamaged item is returned to us outside of the 30-day time frame, a credit note (valid for one year) may be issued, at the discretion of House to Haven. 
 
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our store. However, please allow 3 to 10 working days from the day of receipt in our store for your returns to be processed. 
 
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via telephone or email. You will receive a Refund Email Confirmation as soon as the refund has been issued.
 
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at House to Haven discretion. 

Items that cannot be returned

We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated within the product information on the appropriate product page). For hygiene reasons we cannot accept earrings and hair accessories. 

Larger items

If you have a large / fragile item which was delivered, the goods must be in their original packaging and we will not accept the item back without it and will therefore not be able to arrange a collection via our couriers. Please note we will not refund items returned to us, using an alternative service if the items are not in the original packaging.

Damaged & faulty goods

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 7 working days of receiving the parcel, or within 30 days should the fault develop after receipt. As per your statutory rights under The Consumer Rights Act 2015. 

A photo of the damaged / faulty item will need to sent to us prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

Please note, under the Consumer Rights Act 2015, any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement or a refund.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.

To return and item to us, please use the following address: 

 

House to Haven

130 High Street

Cranfield

Bedfordshire

MK43 0BS

England, UK

Cancelling an order online

If you wish to cancel your entire order and return it to us, under The Consumer Contracts Regulations you must let us know within 14 working days of receiving your parcel. Your right to cancel an order for goods starts from the moment you place your order and ends 14 days from the day you receive your goods. 

 

Please call our Customer Service team on 01234 637 305  or inform us via email at hello@housetohaven.co.uk if you wish to cancel your order. You will then need to return the entire order to us, at your own expense if you have already received it. Once we receive the order back, we will issue a full refund via your original method of payment. 
 
We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team. 
 
Postage charges for returned products are the full responsibility of the purchaser and are non-refundable by House to Haven. 
 
Please make sure to read all care instructions on a product page and any disclaimer on product variation due to their organic nature.

If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible, and we will not be able to issue a replacement or a refund.