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 and 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) in addition to PayPal, Google Pay and Apple Pay. Please note that registration is not required in order to place an order through PayPal Express Checkout. Additionally, note that Apple Pay may be deactivated for particular product releases.

How do I change currency?

HAVEN processes and charges orders in Canadian currency (CAD). Note that the currency conversions provided on our website are approximations based on the most current exchange rates. These rates may differ from those actually used by your card provider. Purchases may also be subject to currency conversion fees levied by your bank.

What is your return/exchange policy?

HAVEN will gladly accept any full-priced, non-“Release Product” items for exchange or store credit within 7 days of receipt (or within 7 days of being contacted for an In-Store Pickup). We do not offer refunds. Items being returned must be in unworn condition with attached tags and packaging. HAVEN will not accept any returns by post without prior written communication and a valid Return Authorization. All sale items, discounted merchandise and items marked as “Release Product” are final sale and cannot be returned or exchanged. HAVEN does not assume any responsibility for lost or damaged items while in transit from the customer. Therefore, we strongly recommend that customers use an appropriate carrier with a tracking system.

More information on our return policy can be found on our Policies page here: https://havenshop.com/policies/.

Does my store credit expire?

Store credit is issued in the form of a virtual gift card. This credit does not expire and can be redeemed at any HAVEN location as well as online. To redeem your credit for an online purchase, simply enter the provided gift card credentials at checkout.

What are your shipping costs and delivery times?

Shipping costs are calculated based on the shipping location, shipping method and the value of your order. Estimated shipping rates and delivery times can be seen here: https://havenshop.com/shipping-rates/. Note that these estimates do not include order processing times or potential customs delays and that they may be subject to fluctuation throughout the year.

Does HAVEN ship internationally?

HAVEN ships worldwide with the exception of a few select countries. For international orders, once your parcel clears customs, it will be handed over to your local shipping carrier for final delivery. Once received by the destination country, more detailed tracking information can often be found by tracing your parcel on the website of your local shipping carrier (i.e. USPS, China Post, UK Post, etc.).

Please note that international orders may be subject to customs fees levied by the destination country. We have no control over if, or how much you will be charged for customs, and we are not responsible for any additional charges the destination country imposes on you.

What is the status of my order?

Once your order has been processed and packed, you will receive an email receipt confirming your order. Following this, we will provide you with another shipping confirmation email (including tracking information) once the order is handed over to the carrier. You will receive a final confirmation email upon delivery of your order. 

I just placed an order, can I modify or cancel it?

To request a modification or cancellation to your order, please contact us at 1.604.696.6896 or email [email protected] as soon as possible. However, before contacting us, be advised that all orders placed for “Release Product” are final sale and not eligible for modification, cancellation, return or exchange once submitted. For all other cancellation requests, keep in mind that our business hours are 11AM – 7PM (PST) Monday – Saturday, 12PM – 5PM (PST) Sundays and holidays.

Once an order is submitted, HAVEN is not responsible for ensuring that it can be modified or cancelled prior to shipment. In the case of In-Store Pickup orders, cancellation requests must be received prior to the customer being contacted for pickup.

Where is my online order being shipped from?

Your order will be processed at either of our two shops – Toronto, Ontario and/or Vancouver, British Columbia – depending on current stock allocations. Accordingly, your order may be split between as many as two packages. Please note that in the case of a split order, you will receive multiple shipping confirmation emails to track each individual parcel.

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

In-Store Pickup is available at both our Vancouver and Toronto 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 will be required upon pickup. No exceptions.

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

Your personal online security is important to us. To ensure the legitimacy of purchases made on our webstore, we must confirm that the billing address you provide matches the address on file with your credit card company.

How can I determine my size in a garment?

We try to give the best representation of sizing on our website as possible. Please refer to our sizing chart located on the right hand column under the description of the item you are interested in. For more assurance, please refer to the provided fit model dimensions and compare these to your own. If you still have questions, you can always email [email protected] or call 1.604.696.6896 during business hours.

How can I find out about Release Product arriving at HAVEN?

For in-demand product releases, we make best efforts to post release information as soon as it becomes available. Please follow our social media platforms (Facebook, Twitter and Instagram) for the latest Release Product details. Note that our in-store staff and customer service team typically cannot provide any further information beyond what has already been publicized on our social media platforms.

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 within 24 hours. If you wish to speak with a customer representative, please call 1.604.696.6896 or email [email protected]. Our business hours are 11AM – 7PM (PST) Monday – Saturday, 12PM – 5PM (PST) Sundays and holidays.

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

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