Returns

Returns & refunds

30-day returns window

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 all tags attached.

This is in addition to your statutory 14-day cooling-off right under the UK’s Consumer Contracts Regulations 2013.

How to start a return

Sign in to your account and select the order you want to return.
Choose the items and reason for return.
You’ll receive a prepaid return label by email within 24 hours.
Drop the parcel at any Royal Mail post office or Collect+ point.

UK returns — free

UK returns are free. Use the prepaid label included in your account.

EU & international returns

Return shipping is at your expense unless the item is faulty. We recommend a tracked service. Once the parcel is back with us we’ll process your refund within 5 working days.

Refund processing

Refunds are issued to the original payment method within 5–7 working days of us receiving the return. The exact timing depends on your bank or card issuer.

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.

Faulty items

If your item arrives faulty or develops a defect within a reasonable period, email hello@haven.co.uk with photos and your order number. We’ll arrange a free return and either replace the item or refund you in full, including original shipping.