FAQs

FAQs - Frequently Asked Questions

Updated 8 August 2025

Does Havenheim Furniture offer free shipping?

Yes, Havenheim Furniture offers free standard shipping on orders over £500.

What are the shipping options?

1. Free standard shipping on orders over £500, with an estimated delivery time of 3-5 business days.
   2. Paid Standard Shipping for £9.99 GBP for orders under £500, with an estimated delivery time of 3-5 business days.
   3. Paid Next Day Shipping for £19.99 GBP, with orders placed before 12 noon dispatched the same day and an estimated delivery time of 1-2 business days.
   

What are the delivery options for Havenheim Furniture orders?

Most deliveries are made within 3-5 business days. Next Day deliveries are made within 1-2 business days. Specialist deliveries of large or fragile items can take up to 10 business days.

Standard deliveries are to the ground floor only. A Two Man delivery to the customer's choice of room is available on some items, with an additional cost of between £44.99 and £109.99 depending on the location.

Are there any surcharges for certain locations?

Yes, there is a surcharge for addresses in the Scottish Highlands and Scottish Islands, Isle of Wight, Isle of Man and Isles of Scilly, ranging from £9.99 to £48.99 depending on the location. These will be added at checkout.

Are there any restrictions on the delivery of large or fragile items from Havenheim Furniture?

Large and fragile items are delivered by specialist couriers, with lead times of up to 14 days to allow for collection and delivery arrangement. Large items cannot be delivered to addresses in the Scottish Highlands and Islands, Isle of Wight, Isle of Man and Isles of Scilly due to courier restrictions.

What is the cancellation policy for orders placed on the Havenheim Furniture website?

Any orders cancelled after 48 hours of placing the order may be subject to additional fees. This is due to the order being picked and dispatched. Please contact us to arrange the return of the order.

What is the return policy?

We make every effort for each order to be delivered promptly and in good shape. Unfortunately sometimes that is not the case. On those rare occasions, our return policy can be used to send items back with ease.

All returns must be in their original packaging and will only be collected from the original shipping address.

Please contact us by phone, email or the contact form on the website, if you wish to return an item.
https://havenheimfurniture.co.uk/pages/contact

We will let you know what information we need in order to accept a return and provide you with details of how to return the item promptly.

What should I do if the packaging is damaged?

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged packages. Please reject the delivery and return the package to the sender with the driver. Take photos of the damaged packaging. Contact us straight away.  

What should I do if the item itself is damaged in my Havenheim Furniture order?

If there is damage to the item itself, customers should save all packaging materials and damaged goods before contacting Havenheim Furniture using the contact information on their website. Havenheim Furniture will provide instructions on how to return the item.

You have 2 business days from delivery to ask us for a return if an item:
- is damaged
- has a manufacturer's defect
- is an incorrect item
- is missing parts

We will rectify these issues free of charge by arranging:
- the collection of the item
- a replacement item to be delivered
- missing parts to be delivered

If you are not happy with your purchase, we accept returns for any reason under Distance Selling Regulations for 14 days after delivery. A charge of £19.99 will apply for return shipping.

All returns under 14 days Distance Selling Regulations must be in:
- their original packaging
- the same condition as when they were delivered
- saleable condition.

All returns are inspected when we receive them. We will check the condition of the packaging and the item. If they meet the standards that we set, we will issue a refund minus the return shipping cost.

Returns will not be accepted if you have:
- damaged the packaging
- assembled the item partially or fully
- moved the item to a different address

What is the refund process?

Any refunds can only be issued to the same payment method which was used to place the order. Your refund will be processed within 14 days of your item being cancelled or received at the returns address, and it can take 2-3 days for the refunded amount to reach your account.

How can I contact Havenheim Furniture?

You can contact Havenheim Furniture:
- By visiting this page on our website: https://havenheimfurniture.co.uk/pages/contact
- By sending us an email: info@havenheimfurniture.co.uk
- By phoning Customer Service on 0333 090 1631

What are Havenheim Furniture's business hours?

Havenheim Furniture's phone lines are open Monday - Friday 9am - 5pm.

On Saturday, Sunday, and Holidays our phone lines are closed all day.

Emails will be replied to within 1 business day.

Where is Havenheim's head office located?

Our head office is located in Taunton. The postal address is The Keep, Creech Castle, Taunton, Somerset, TA1 2DX.

What is the legal entity name and company number of the Havenheim Furniture company?

The legal entity name is Thomas Online Ltd, trading as Havenheim Furniture and the company number is 14083456.

How do I place an order?

You can place an order through the website as a guest or by creating an account. Orders can be placed by phone, online or by email. Your information is kept securely by Havenheim Furniture.

How do I set up an account with you?

Enter your email address to create an account with Havenheim Furniture. You should enter your full name, address, phone number, email address and payment details, so that Havenheim can place and fulfil your orders. We highly recommend that you do not share your username, password or other access details with anyone else.

How can I subscribe to the company's emails and mailing list?

To subscribe, simply enter your email address on the website. This will enable you to receive insider news, product launches, exclusive discounts and more.

What happens if Havenheim Furniture is experiencing a high volume of orders?

If Havenheim Furniture is experiencing a high volume of orders, shipments may be delayed by a few days. Customers should allow additional days in transit for delivery. If there will be a significant delay in shipment of an order, Havenheim Furniture will contact the customer via email or telephone.

Will there be any customs and taxes that I have to pay?

Havenheim Furniture is not responsible for any customs and taxes applied to orders. All fees imposed during or after shipping are the responsibility of the customer.

How do you process my order?

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched within 7 business days.

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

Customers will receive a Shipment Confirmation Email once their order has shipped, containing the tracking number(s). The tracking number(s) will be active within 24 hours.

What happens if there is a delay with my order?

If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

What should I do if I haven't received my tracking details within 8 working days?

If you have not received tracking details within 8 working days, please reach out to us using any of the methods on our Contacts page so that we can help.

https://havenheimfurniture.co.uk/pages/contact

What personal information does Havenheim Furniture collect from customers?

Havenheim Furniture may collect the following categories of personal information from customers, depending on how they interact with the services and where they live:

- Contact details (name, address, phone number, email)

- Financial information (payment details, transaction history). All credit card details are encrypted for security.

- Account information (username, password, preferences)

- Transaction information (items viewed, added to cart, purchased)

- Communications with Havenheim Furniture

- Device and usage information

How does the company use my personal information for customer service?

We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you. This includes marketing, advertising, security and fraud prevention.

With whom may the company disclose my personal information?

We may disclose your personal information to third parties for legitimate purposes subject to our Privacy Policy, such as with Shopify, vendors and other third parties who perform services on our behalf, with business and marketing partners to provide marketing services and advertise to you, when you direct, request us or otherwise consent to our disclosure of certain information to third parties, with our affiliates or otherwise within our corporate group, and in connection with a business transaction such as a merger or bankruptcy.

What inspired the creation of Havenheim Furniture?

Havenheim Furniture developed out of our own search for the perfect pieces for a comfy place to disappear into a good book. We wanted to store and show off our book collection.

What furniture does Havenheim sell?

Havenheim sells bedroom, home library, home office and living room furniture. This includes: bed frames, (bunk beds, mid-sleepers, triples, single, four feet, double, king and six feet) mattresses, night stands, bedside tables, bookcases, armchairs, ottomans, sofas, sofa beds, side tables, desks, display cabinets, office chairs, coffee tables, console tables, sideboards, dressers, mirrors and artwork.

Who created your logo and banner?

Liza – Fiverr Designer created our logo and banner. She is very skilled at taking the story behind a business and reflecting that in her designs. Liza can be contacted through https://www.fiverr.com/s/wk1kaX8

Who created the illustration on your home page?

The artist is Ivana Parcetic. She is very creative and great at understanding her brief. Her contact details are ivanaparcetic@yahoo.com