All orders are usually despatched within 1 working day, this is subject to change during busier periods.
Please be patient and understand that once your order has been despatched, timeframes are out of our control, your order will arrive.
You will receive an email notification once your order has been despatched, if you have selected a tracked service you will find tracking details within.
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United Kingdom.
International parcels may have customs duties and taxes applied. The cost of these fees vary depending on the item, the value and the country they are being shipped to. These costs are not included and are charged by your local country.
Customs and Brexit
On 24 December 2020, the UK and the EU reached an agreement on how to trade (the Trade and Cooperation Agreement). It entered into force on 1 January 2021. As a result of the agreement, the UK is no longer part of the EU’s single market and customs union and new rules apply.
From 1st July we have registered with IOSS which allows us to collect the appropriate taxes at checkout for all orders under 150 EUR. This will ensure orders under this value have no further costs or fees to pay. Our IOSS number will display on your order which confirms that all taxes have been paid. As such, no further custom checks are required which will help to speed up shipping too.
For orders over 150 EUR, taxes & custom fees are payable locally and we are unable to collect these on our customers behalf, these will NOT be collected at checkout however will be payable by you to your local authority. Havre De Luxe have no control over these fees & taxes and are not responsible for any additional costs.
If you’re looking to return or exchange your order for whatever reason, we're here to help! You are welcome to return your item within 14 days of delivery. You can return your product for store credit, a different product, or a refund to the original payment method.
Please note the following exceptions to our return and refund policy:
- Any monogrammed or customised items are made to order and are regretfully excluded from any returns
- Returned items must have tags still on and be returned in original product packaging
- Returned items must have no visible signs of wear or use
To initiate a return or exchange, please contact us at: firstname.lastname@example.org within 14 days of delivery, where our customer service team will be happy to help.
Once items have been returned to us and inspected, any refund, replacement, exchange or store credit will be processed within 48-hours. Please note, it is the responsibility of the customer to pay any return shipping costs.
On the rare occasion you have received the incorrect item or you are concerned an item in your order is defective, please contact: email@example.com sending as much information such as your order number and images of the defective item(s), we will then endeavour to rectify any issues asap.