FAQ

Do I need an account to make an order?

Signing up for an account is not necessary; however doing so keeps you updated with your order history, tracking information as well as our newsletter and special promotions when they become available. We often have promotions that are specifically for ‘followers’ and registered users.

What payment methods do you accept?

We accept all major credit cards (American Express, Visa, and MasterCard) as payment in addition to PayPal. **Please note: Registration with PayPal is NOT required**

How do I change currency?

HAVEN processes and charges orders in Canadian currency (CAD). Please note: that currency conversions provided on our website are subject to change- in correlation to the most current exchange rate. The currency converter is an approximation but is not always guaranteed to be exact.

What is your return/exchange policy?

Returns or Exchanges may be done within 14 days from purchase date. We kindly ask that all valid returns must be in unworn condition with attached tags and packaging. HAVEN will not accept any returned merchandise without prior written communication and valid Return Authorization Number¹. Upon inspection and approval, Exchange or Store Credit will be provided, No Refunds. All sale items and discounted merchandise are Final Sale and cannot be returned or exchanged. HAVEN does not accept or assume any responsibility for loss of or damage to returned goods whilst in transit from the customer. It is therefore strongly recommended customers use an appropriate carrier with a tracking or trace system.

For more information regarding our Policies, please visit the following link: https://havenshop.com/policies/

Does my store credit expire?

Once we credit your account, it does not expire and can be redeemable at any HAVEN location as well as online. To redeem your credit for Online purchase contact us at 1.604.696.6896 or email [email protected]. Please note that our business hours are 11AM – 7PM (PST)

What are your shipping costs?

Shipping costs are calculated based on the shipping location and the size of your order. Please follow the following link for Exact Shipping Rates: https://havenshop.com/shipping-rates/

Does HAVEN ship internationally?

HAVEN ships worldwide, please note: International orders may be charged customs fees by the destination country’s government. We have no control over if and how much you are charged for customs. We are not responsible for any additional charges the destination country imposes on you. Please note: We ship to almost every country worldwide except for a few exclusions. Please email [email protected] if you do not see your country listed.

How do I know when my order has shipped out?

Once your order has been processed, you will receive an email receipt confirming your order. Depending on the shipping method you have selected, all international order tracking numbers are only issued for international Express post orders. All Canadian and USA orders have tracking information. 

I just placed an order, but can I modify or edit it?

If you would like to modify or edit your processed online order, please have your order number ready and contact us at1.604.696.6896 or email [email protected] as soon as possible. Please note that our business hours are 11AM – 7PM (PST)

Where is my online order being shipped from?

Your order is processed at either of our two stores, depending on which location has the stock available at that given time. Your order can be split up to as much as 2 packages due to our inventory allocation. Please note that in the situation of a split order you will be notified.

Can I place an order online and do an in store pickup?

In-store pick up is available at both of our two locations. You can select this option on the ‘shipping method’ section of our checkout page.  The credit card holder’s valid driver’s license or government photo ID and credit card used for the transaction are required upon pick up to release the goods. No exceptions.

Why has my photo ID and proof of address been requested?

Your personal online security is important to us. To ensure your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

How will I determine my size in a garment?

We try to give the best possible representation of sizing on our website as possible. Please refer to our sizing chart located on the right hand column under the description and details of the item(s) you are interested in. Also please refer to the ‘Fit Model’ measurements and compared based on their description.  For further help please email [email protected] or call 1.604.696.6896 during business hours (11AM – 7 PM PST)

What is the typical response time to a customer inquiry?

Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. Response time is usually winthin 24 hrs. If you wish to speak with a customer representative please call1.604.696.6896 during business hours (11AM – 7 PM PST) or email [email protected]

How do I stay updated with the latest news from HAVEN?

You can learn more about us and stay connected by subscribing to our Newsletter Email, and by following our Tumblr, Facebook, Twitter, and Instagram accounts.