Política de reembolso

Returns & Refunds

Last updated: 9 May 2026

30 days, free returns in the UK

You have 30 days from the date of delivery to return any item for a full refund, provided it is unworn, unwashed, and in its original condition with tags attached. UK returns are free — we include a prepaid label. No restocking fees, ever.

Your statutory rights

This sits on top of your legal rights. Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order for any reason within 14 days of receiving it, with a further 14 days to return the goods. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Our 30-day policy meets and exceeds these minimums.

How to start a return

  1. Sign in to your HAVEN account and select the order.
  2. Choose the item(s) and reason for return.
  3. We email a prepaid return label within 24 hours (UK).
  4. Drop the parcel at any Royal Mail post office or Collect+ point.

Return shipping

UK: free, using the prepaid label.
EU & international: at your expense unless the item is faulty; we recommend a tracked service.

Refund timing

Refunds are issued to your original payment method within 5–7 working days of us receiving the return. Your bank may take a further 1–3 working days.

Faulty or incorrect items

If an item arrives faulty, damaged, or not as ordered, email hello@haven.co.uk with your order number and photos. We arrange a free return and replace or refund you in full, including any original shipping you paid.

Exchanges

We don't process direct exchanges. The fastest way to swap a size or colour is to return the original and place a new order.

Items not eligible

For hygiene reasons, opened socks, underwear, and earrings cannot be returned unless faulty. Sale items follow the same terms as full-price items.