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FAQ

What are the delivery charges?

Where do you deliver?

How long until I receive my order?

What is included in the product prices?

What should I do before placing an order?

What if I need to or want to cancel an order / return an item?

Where can I find the full product descriptions?

Do products require assembly?

How to perform product assembly, installation, use and care?

Do products come with a guarantee?

How do your offers, vouchers, coupons and discount codes work?

How do you process credit and debit card payments?

Is my personal information safe?

What if I have a comment, suggestion or complaint?

How do I contact you?

What are your terms and conditions?

  


 

PERSONAL DATA, COOKIE, PRIVACY AND FRAUD PROTECTION POLICIES

Personal data: We keep all of your personal data safe on secure servers in a way that complies with all relevant consumer laws. We use one of the most powerful security systems on the Internet, a Secure Socket Layer (SSL), reinforced by an encryption process. Credit and Debit Card payments on our Website are handled by PayPal Inc., which is one of the most prominent global online payment processing companies.

Data we collect includes:

·        Name, address, email address, phone number and a credit card number when an order is placed. 

·        Username, password, account details and record of clients' product selection.

·        Where clients came from, what adds they click on, browser used, what products they click on and search words.

We collect and use this data for the sole purpose of providing and improving our service to clients, including order processing andfulfilment, enhancing your browsing experience and for advertising.

Cookie policy: cookies help us deliver our services. A cookie is a small piece of text sent to your browser by a website that you visit. It helps the website to remember information about your visit, such as your preferred currency and other settings that can make your next visit easier and the site more useful to you. Most quality websites use cookies, because they play an important role - without them, using the web would be a much more frustrating experience. For example, we use cookies to remember the products you viewed so that it is easier to find them later, to remember what is in your shopping cart and wish list so that you save time, to count how many visitors we receive to a page, and to protect your data. By using our services, you agree to our use of cookies.

Privacy policy: we do not share customer details with any third parties, except:

·        When required by the Government, its regulatory bodies or the police.

·        As required for fraud protection.

·        As necessary for order delivery purposes, where we need to provide your address and contact information to the delivery company in order to execute the delivery. We require delivery companies to keep that information confidential.

Fraud protection: every time you use your credit or debit card in a physical store or on a website, the merchant's payment processing provider performs anti-fraud checks. This happens on our website as well. By using it, you agree that we may use personal information provided by you in order to conduct appropriate anti-fraud checks. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information. This is in line with the generally accepted retail industry standards and is done only for the purpose of preventing fraud.


 

PRODUCT DESCRIPTIONS

Product pages contain detailed information and specifications of all products available for purchase. We always try to represent as accurately as possible the characteristics of the products via text, photos and/or videos, some of which have been provided directly by designers and/or manufacturers. We strive to provide you with the best available images and descriptions, but unfortunately cannot guarantee that colours and details on the Website are always 100% accurate representations of the product you will receive. The manufacturing process of most of the products we carry includes stages, which are completed by hand and/or the use of natural materials. This results in the high quality of our products and may cause the actual product characteristics and dimensions to differ slightly from those published on our Website.

We strive to continuously improve our offering and reserve the right to amend the specifications of products, including but not limited to, their price, size, materials, functionality, packaging and any associated service(s) at any time, without further notice. Even if you have visited the product page in the past, before ordering you should have another close look at the product description and characteristics and make sure that it is indeed what you desire.

Some assembly or installation may be required for certain products even if not specifically mentioned.


 

PRICES

Product prices are indicated on the product pages. When you select specific product options on the product page, they may change the product price at the bottom of the product page. Product prices on the product pages and in the shopping cart include taxes, but do not include any delivery charges, unless specifically stated otherwise. Please note that we reserve the right to change product prices at any time without further notice.

Delivery charges are indicated separately on the checkout page and are presented to you before you make your final payment. This is done in order for the appropriate delivery price to be calculated based on your total order. Please note that we reserve the right to change delivery charges at any time without further notice.

Total price payable for the goods and services you are ordering is stated at the checkout page before you place your order.

Promotional sale prices may be offered from time to time on some products for a specific sale period without prior notice. We may promote the most popular products for an extended period of time.

Comparable prices: for certain products we may indicate comparable prices, which refer to market prices of products that we consider somewhat comparable. Such comparable products may have different characteristics, including functionality, materials used, finish and retailing location. We do not represent or guarantee that these are the best comparable market prices and provide them only as an example. Comparable prices are only indicative, are determined outside of our control and thus may change at any time without prior notice and without our knowledge.

Currencies: all prices are based on pounds sterling (“£” or “GBP”). We may provide clients the opportunity to purchase items in other currencies, including EUR, CHF and USD, by selecting a currency at the top of the Website. Prices are payable in the currency indicated on the checkout page.

Incorrect prices might be published for goods or services due to an error or omission in rare circumstances. The Company is not obliged to sell at the incorrect price. Should the price be incorrect, our contractual agreement is void and must be restarted by you, the customer. We will inform you of the correct price and give you the opportunity to cancel the order. If you decide to cancel the order after payment has been made, we shall refund you the full payment made by you.


 

BEFORE PLACING AN ORDER

Ability to receive the products: in order to avoid unnecessary and unpleasant consequences, before placing an order you must check and confirm your full ability to receive the product. This includes ensuring that the product can pass freely into your building, stairs/lift, doorways and into the room of your choice, and that the assembled product will fit in that room the way you intend it to (length, height, width). You should identify any other issues that could make the delivery, assembly or intended use complicated or impossible.

Please read carefully the product description details on the product page and these T&C in their entirety before placing an order. Should you have any remaining questions, please contact us at support@havesome.com.


 

PLACING AN ORDER

The contract between you as the Customer and the Company shall come into existence at the time and date when you accept our T&C and place an order on our Website. We will send you an email confirmation of your order as long as you have provided a correct email address. You as the Customer hereby recognise the logged content of our Website as a means of evidence. The Company shall under no circumstances be held liable for any losses special to the particular circumstances of the Customer, indirect or consequential losses or for loss of profits, damage of property or wasted expenditure.

Accurate contact and delivery information: in order to ensure successful delivery of your item, you need to provide on our Website the accurate delivery address as well as an up-to-date mobile telephone number and e-mail address, which you will check prior to, and on the delivery day. It is your responsibility to contact us and let us know should your contact information change prior to delivery. We are not responsible for missed delivery because of wrong delivery address or an inappropriate phone number. All additional charges or costs due to delivery complications or missed delivery would thus be added to your order invoice.

Offers, vouchers, coupons and discount codes (“Discount Code”) we may have provided to you need to be entered in the Shopping Cart before finalising your order. When / if Discount Codes are available, the following terms and conditions apply:

·        Only one Discount Code per order.

·        Discount Codes may be subject to certain restrictions. This will be detailed at time of issue.

·        Discount Codes offered in sign up / invitation promotions must be linked with a valid email and postal address.

·        No cash alternative is available for all or part exchange of the Discount Code.

The Company retains the right to withdraw all offers relating to Discount Codes at any time and for any reason.

Gifts may be offered from time to time on some products or on some types of orders. By placing an order you agree to receive the gift and are under contractual duty to return that gift should you cancel the order.

Credit and Debit Card payments are handled by PayPal Inc., which is one of the most prominent global online payment processing companies. The payment processing fees are included in the product prices stated on our Website.

We accept the major credit and debit cards including Visa / Visa Electron, MasterCard and Maestro / Switch. When ordering, you must provide us with your exact billing address and telephone number, exactly in the way that your credit or debit card bank has on file for you. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorisation of your credit card has been properly received.

Your debit or credit card is charged for the whole amount of the order when the order is placed on our website. The sale will be submitted for processing as soon as you click the “Proceed to payment” button. You will then receive an email from us to confirm the sale.

We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of refusing or by reason of unwinding or suspending any transaction after processing has begun.


 

DELIVERY & ORDER EXECUTION

Delivery charges are paid by the Customer. Delivery charges are not included in the product prices stated on our Website. Delivery charges are clearly stated on the checkout page, as they are calculated based on your total order.

Our delivery charges to UK Mainland are based on the size and weight of what you're buying. Here is a summary:

·        Small items (eg cutting boards, clothing): £7

·        Medium items (eg bags): £10

·        Large lighting: £30

·        Small furniture (eg dining chairs per box):  £30

·        Heavy furniture (eg tables, desks, storage, armchairs) and art: £50

Delivery destinations: we deliver to UK Mainland and the indicated shipping charges and delivery periods shall not apply to any orders with delivery addresses outside of UK Mainland. For such orders, please contact us at support@havesome.com - we do our best to process deliveries to other parts of the UK, the EU and the US, subject to higher delivery charges. Should we determine that your delivery address is outside of UK Mainland after you have placed an order:

·        We will contact you to arrange the payment of the appropriate additional delivery charge.

·        We will give you the opportunity to cancel the order for a full refund.

·        We reserve the right to cancel the order and issue you a full refund. 

Product availability: some of the products we sell are available in stock, while others are made to order or may arrive in stock at some point in the future.

The expected delivery periods are indicated on each item’s product page. They depend on whether an item is in stock or is made to order and on the type of item. Normally our expected delivery periods from order placement are as follows:

·        Items in stock are normally delivered within 5 (five) business days for non-furniture items and within 10 business days for furniture items.

·        Items made to order require several weeks for manufacturing before they can be shipped to the Customer, which is why they are normally delivered within 6-8 (six to eight) weeks from order placement. We do not like the wait ourselves, but it is in line with industry standards and in our view it is worth waiting a few more days for products that we hope you will enjoy for years to come.

The delivery periods of specific products may vary. Each item’s product page contains the most accurate expected delivery period from the time you place your order until the day of delivery. We strive to always give you the most accurate expected delivery period and to deliver the goods within that period. However, any such period is approximate only and may change for reasons outside of our control. We will notify you of any delays and shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.

In certain cases we may accumulate several orders before communicating them to the manufacturer, which may be required in order to get you the best possible prices stated on our Website. In such cases, we will indicate on the product page when the accumulated order will be communicated to the manufacturer.

Delays: should there be any significant delays to the expected delivery period after you place an order, we aim to notify you as soon as possible.

Discontinued products: if a made to order item cannot be manufactured for any reason, we would notify you via email as soon as possible. Your order for such an item would be cancelled and you would be reimbursed in full. We would remove such items as fast as possible from our Website.

Physical delivery at the Customer's address shall only be made maximally to the entrance door of the building, unless stated otherwise. Saturday delivery may be available at an extra charge. The goods will be delivered as per our communication to you.

Delivery providers: we normally use DX Freight or Interlink International, which are amongst the most widely used delivery companies in the UK. We reserve the right to use a different delivery company for delivering your order at our sole discretion. 

Split delivery: where possible we will deliver all items in your order at the same time. However, sometimes we will split the delivery of your order as we may receive items from different manufacturers at different times. So, first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn’t, please contact us at support@havesome.com. Let us know the order number and product code & name of the missing item, and we’ll look into it. There is no additional charge to you if the order is split.


 

PRODUCT ASSEMBLY, INSTALLATION, USE AND CARE

It is imperative that you exactly follow the product assembly, installation, use and care instructions that we provide you with. Should you not be able to locate them for any reason, please contact us via email and we will aim to provide you with such instructions. In addition to exactly following the said instructions, you should always use care and common sense in the assembly, installation and use of, as well as care for the products, to avoid any unnecessary issues.  

You must check all items and parts of items for any damage prior to assembly. If you identify any issues and would like to return the item in compliance with our Returns Policies and Procedures ("RPP"), please do not assemble the item. You should notify us of any such issues immediately, in order to ensure any returns can be properly processed.

With the exception of our clothing / apparel products and bags, and unless expressly stated otherwise, our products are intended for use in an indoor domestic private residential setting only and we provide no guarantees for their suitability outside of this. In particular we do not provide any guarantees if they are used in an outdoor, commercial, public or contract environment.

With the exception of our clothing / apparel products, our products carry a first year manufacturer's guarantee. However, this does not cover accidental damage or misuse of the item, including use outside of their intended use.


 

ORDER ACCEPTANCE, CANCELLATIONS AND RETURNS – OUR RETURN POLICIES AND PROCEDURES (“RPP”)

We want you to be happy with your purchase. However, we know that from time to time people decide to return items. Should you do so, all we ask of you is to follow our Returns Policies and Procedures (“RPP”), to ensure our ability to process a return.

Important details and deadlines for the cancellation period

Before an item is dispatched to you:

·        After you place an order you will receive an email from us with details of your order at the email address you provided. Please review the details of your order. If you identify any errors you may have made in your error, please let us know immediately in writing at support@havesome.com to correct these errors.

·        Up until you receive an email from us confirming that the item(s) you ordered have been dispatched to you, you can cancel an order for a full refund.

Upon signing for / accepting delivery:

·        Before signing the delivery form, please open and check your order to confirm that your delivered products have arrived in perfect condition. Whenever opening your order, please make sure not to damage irreparably the original packaging, in case you decide to return an item.

·        If you identify any damage to goods upon delivery, please write “Damaged” on the delivery form, along with a brief description of the damage.

·        Please ask the delivery driver to sign next to the word “Damaged” as a confirmation of the damage.

It is very important for you to follow these steps. Unless you indicate on the delivery form any damage to the goods, it may be impossible for us, the manufacturer or the shipping company to determine whether the damage is the result of a manufacturing or transportation issue, or of the Customer’s use of the item subsequent to delivery.

You are under statutory duty from the moment you accept delivery until the expiration of the cancellation period to retain possession of the goods and take Reasonable Care ("Reasonable Care") of them. Please refer to the Reasonable Care section for further details. 

Immediately after accepting delivery for items delivered damaged or incorrectly supplied:

·        If the delivered item does not match your order, is damaged or incorrectly supplied, please contact us immediately in writing at support@havesome.com.

·        We will ask you to email us a description and at least 2 (two) clear photos of any damage for our records to assist us in taking appropriate action.

·        In your email please indicate your order number, the damaged product name and number, delivery address, your name and current contact information as well as any other information you consider important.

·        You must check all items and parts of items for any damage prior to starting assembly and should notify us immediately of any such damage. 

·        Do not assemble, modify or try to repair faulty items. 

·        If you have followed our Return Policies and Procedures and your complaint appears valid, we will contact you to discuss a refund, repair or replacement. Should the item(s) need to be returned to us, we will arrange for collection by a courier, who will advise you of proposed collection date(s).

No later than 7 working days after delivery, for items not delivered damaged or incorrectly supplied:

·        If you change your mind and want to return or exchange any items, which were not delivered damaged or incorrectly supplied, you must notify us in writing within 7 working days of receipt at support@havesome.com.

·        Provided you notify us within seven days of receipt, take Reasonable Care of the items before they reach us and follow our Return Policies and Procedures, you will get a full refund for the item(s) within 30 days of your return request. Please refer to the Reasonable Care section for further details. Provided you comply with our Returns Policies and Procedures, we will arrange for collection by a courier, who will advise you of proposed collection date(s).

·        Please note that if you change your mind and want to return or exchange an item that you have received, you would be responsible for paying the return delivery charge from your address back to our warehouse. Either the Company or the return courier will advise you of the amount of the return delivery charge and process it. 

In all cancellations and returns you are under contractual duty to return gifts that have been provided to you as a result of your order, and which you have agreed to by placing your order.


 

CONCLUSION: WHAT TO DO IF I WANT TO RETURN AN ITEM

If you would like to return an item, please follow our Return Policies and Procedures, which include:

1. Open and inspect all items before signing the delivery form. Please take care not to damage the packaging beyond repair in case you wish to return an item. Write “Damaged” and describe any fault(s) on the delivery form and ask the delivery driver to sign as a confirmation of any fault(s).

2. Email us at support@havesome.com immediately after delivery for faulty items and no later than 7 (seven) working days of delivery for non-faulty items that you have decided to return. In your email include a description of the reason for return and your preferred course of action (monetary refund, replacement with a different product, or an exchange with the same or a similar product). For faulty items, please attach to your email at least 2 (two) clear photos of the damage.

3. Take Reasonable Care of the items, do not assemble them, do not attempt to repair or modify them and do not use them. Use the original packaging to repack the items you wish to return, ensuring that they are packed well enough to avoid any damage during transportation back to our warehouse. You must take reasonable care to ensure that we receive the goods and that the goods are not damaged in transit.

4. Please return together with the items you are returning any gifts that you have agreed to by placing your order. 

5. Arrange with the Company and/or the courier appointed by the Company the appropriate collection date for the items.

You will be charged a return delivery charge for any items for which you changed your mind and request a return. The Company does not refund the cost of additional services that the Customer specifically requested, such as gift wrapping, special / express delivery, assembly or installation.

The items will be inspected once we receive them back. Customer service will contact you to arrange next steps as appropriate. For returns where a refund is required and which are compliant with our Return Policies and Procedures, refunds are processed to the card you used to purchase your goods.


 

REASONABLE CARE

You are under statutory duty from the moment you accept delivery until the expiration of the cancellation period to retain possession of the goods and take Reasonable Care ("Reasonable Care") of them. We retain the right to refuse a repair, exchange or refund on any item where the Customer is deemed not to have exercised Reasonable Care, which includes:

·        Please take care when opening the items to avoid damaging them or damaging the original packaging beyond repair.

·        Do not use items, which you have decided to return. Do not assemble, modify or try to repair them in any way. Please carefully check all parts for any faults before starting assembly. 

·        Cooperate with the Company and / or the delivery company appointed by the Company, so that the items are returned in a timely fashion, as instructed by the Company. 

·        Upon return, please pack the items carefully in the original packaging in a way that avoids damage on their way back to us. You must take reasonable care to ensure that we receive the goods and that the goods are not damaged in transit.

·        There must not be any missing parts when you return items to us. Please also include all original, unmarked and undamaged documentation, which came with these items, including, but not limited to, item description and assembly instructions (where applicable).

·        Please exercise Reasonable Care of the items in every other way. 


 

DAMAGED OR FAULTY GOODS

The Customer is entitled to a repair, exchange (new delivery) or a financial compensation up to the value of the order, as long as the Customer follows our Return Policies and Procedures. The Company reserves the right to make the final decision of whether to repair, exchange or to provide financial compensation to the Customer for damaged or faulty goods. Please refer to our Return Policies and Procedures.


 

PRODUCT GUARANTEE

The goods we sell are for consumers for general domestic (with the exception of clothing/apparel) use only and must be used for the intended purpose. All products supplied are covered by the terms and conditions of the standard manufacturer's guarantee for a period of 12 months. 

The guarantee does not cover any damage resulting from normal use (wear and tear), ageing, temperature or weather conditions, improper handling, including damage caused by the buyer or loss of parts or accessories.

The guarantee shall expire if the goods have been processed or altered in any way despite recognisable defects.

Any complaints shall be made immediately after the receipt of the goods. Any defects emerging at a later date during the guarantee period shall be reported immediately after their discovery and any use of the products should be discontinued. To claim the guarantee the buyer should show the sales document and to provide 2 (two) clear photos of the damage.

Where claims of fault within the guarantee period appear valid, defects shall be rectified by the Company or if authorised by the Company, by a local craftsman, unless the Company prefers to provide faultless goods by way of replacement. 

Under guarantee, the Customer has to make available the faulty goods to a courier appointed by the Company for collection as per the Company's instructions.

All additional services (eg gift wrapping, special / express delivery, assembly or installation) are excluded from any refund under product guarantees.


 

COMMENTS, SUGGESTIONS AND COMPLAINTS

Should you have any comments, suggestions or complaints, we would appreciate it if you could notify us in writing at support@havesome.com. We appreciate constructive criticism and ideas and strive to learn from them and improve.


 

CONTACT

Should there be anything you would like to ask us or to communicate to us, please email us at support@havesome.com.


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