Frequently Asked Questions

CLOSING DOWN SALE: PROCESSING DELAY 

We are so sorry for the delay in processing & dispatching your orders – we are overwhelmed by the response to our Closing Down Sale. Thank you so much for your support. Our warehouse is working overtime and over the weekend to pack orders, please be patient – we have never experienced this volume before.

We have new dispatch times from our amazing warehouse team:

/ All orders from the 13th - 15th of January are now dispatched. All orders from the 16th -19th will be dispatched by 7 February.

/ All unfulfilled orders from 20^th onwards will commence processing on the 10th of February.

Please note, once your order is fulfilled Aus Post takes 24 hours to collect & update their system.  Further, some orders are more delayed than others due to the number of different product SKU’s in an order (anything with more than 3 different products is considered complex). 

If there is any issue with your order we always reach out, so if you don’t hear from us your Order will be on its way very soon!

Once your order has left our warehouse, you will receive an SMS or email with your tracking details. Please note it can take up to 24 hours for the tracking details to reach your inbox.

You can track your order by entering your consignment number at https://auspost.com.au/mypost/track/#/search

Depending on the size of your order it may be dispatched in multiple parcels that Australia Post may deliver at different times. If you have not received your complete order, please check your tracking details by entering your consignment number at https://auspost.com.au/mypost/track/#/search before contacting us.

Australia Post may experience delays that are outside of our control. If your parcel is lost by Australia Post we can submit an enquiry for you & we will do our best to compensate you.

If your parcel is delivered and then stolen, unfortunately we cannot take responsibility for this, as we have completed your purchase & delivery to your provided address.

We are not responsible for re-shipping if your order is returned to our Warehouse due to you providing an incorrect or incomplete address or failure to accept or collect delivered packages.

We do offer an optional Shipping Protection service on selected orders. Our aim is to offer you added reassurance and a swift resolution should the unexpected occur.

Yes we offer express post for standard Australia Post deliveries (excludes oversized/bulky goods). 

At this stage we do not ship outside of Australia.

Please note any unclaimed orders that are returned back to us due to the parcel(s) not being picked up at an Australia Post Depot or if the wrong delivery address is provided, a redelivery fee of $12.95 or the appropriate oversized or remote delivery charge will be incurred by the customer.

Please contact us as soon as you receive your order by contacting us at gigiandtom@haeven.com.au with images of the damage, your order number and the email you used to make the purchase.

We may offer you a refund on full price products within 30 days of you receiving your order, provided the products are returned to us in accordance with our terms and conditions. The items must be returned in their original, unwashed, and unused condition with all packaging & tags still attached. Sale items (including items purchased during our Closing Down Sale) are not eligible for change of mind returns.

If your items meet our terms & conditions, we will provide you with a pre-paid Returns Slip. Please note a flat fee of $12.95 for Metro & Regional or $16.95 for Remote, or the relevant Oversize Delivery Rate will be deducted from your refund to cover the cost of return shipping for change of mind returns.

If you wish to enquire about a return, please contact the team via email at gigiandtom@haeven.com.au with details of your order number and the email you used to make the purchase. Please do not ship back any items before you contact our customer service team.