Frequently Asked Questions
Welcome to our Help Center! We connect you with high-quality home décor and improvement products from a global network of trusted suppliers. Below are answers to some of our most frequently asked questions. If you need help beyond this guide, don’t hesitate to contact us at homenhavenco@outlook.com — we're here to help.
Orders & Products
Q: How do I place an order?
Simply add the items you love to your cart and proceed to checkout. You’ll receive an order confirmation email shortly after your purchase is completed.
Q: How do I place an order?
Simply add the items you love to your cart and proceed to checkout. You'll receive an order confirmation email once your order has been successfully placed.
Q: Can I cancel my order?
Please note: All order change/cancellation requests are not guaranteed. Once an order is placed, it immediately begins processing in our automated fulfillment system, which limits our ability to intervene. We’ll always try our best, but approval is strictly case by case and depends on timing:
Within 2 hours of ordering: Contact us immediately at homenhavenco@outlook.com. We can usually cancel without fees, but this is not guaranteed.
2–6 hours after ordering: We’ll check with our fulfillment center. Cancellation may still be possible but is unlikely.
After 6 hours: Your order has almost certainly been sent to our supplier and cannot be cancelled. You’ll need to return the item once received (standard return policy applies).
Business Hours Impact: Requests outside business hours (Mon–Fri, 11am–7pm UTC+8) will be reviewed the next business day, which further reduces the chance of cancellation.
Q: Can I modify my order (change address, add/remove items)?
Like cancellations, order modifications are not guaranteed:
Address changes: Possible within 2 hours if the order hasn’t been processed yet, but not assured.
Add items: Please place a separate order.
Remove items: Same rules as cancellation – contact us within 2 hours, but approval is not guaranteed.
After 2 hours, modifications are rarely possible due to automation.
Q: Where do your products ship from?
We partner with carefully vetted suppliers primarily in the USA, Europe, and Asia. Your order may ship from different locations depending on the products ordered, which helps us offer competitive prices and variety. This is why multiple items may arrive in separate packages.
Shipping & Delivery
Q: How long will delivery take?
Shipping times vary by product location and supplier. Use our origin country filter to find products that ship from locations closer to you for faster delivery and lower shipping costs.
Q: Will I receive tracking information?
Yes. Tracking details will be emailed to you as soon as each item ships. If you’ve ordered multiple items, you may receive separate tracking numbers from different suppliers.
Q: Do you offer international shipping?
Yes, we ship to most major cities and countries across all continents. However, shipping availability can vary depending on the product and its supplier. If a specific item cannot be shipped to your location, our system will automatically prevent checkout for that product. This ensures you won’t be able to place an order for items that cannot be delivered to your address.
Returns & Refunds
Q: What is your return policy?
We want you to love your home with every purchase. Our return policy is simple:
Return Window: Within 14 days of delivery
Eligible for Return:
✅ Undamaged, unused items in original packaging
✅ Items received in error
✅ Items that arrived damaged or defective
Not Eligible for Return:
❌ Personalized, made-to-order, or clearance items
❌ Items that have been used, installed, or altered
❌ Items damaged after delivery
Return Shipping Costs:
- If the issue is our fault (wrong or damaged item), we cover return shipping.
- For change-of-mind returns, the customer is responsible for return shipping. Costs vary by location (domestic: $8–$15, international: $20–$50).
Q: How do I start a return?
Email us at homenhavenco@outlook.com with your order number, reason for return, and photos (if applicable). Do not return items without receiving a return authorization.
Q: How long does the return process take?
Shipping to supplier: 5–10 days (domestic), 10–21 days (international)
Inspection and approval: 3–7 business days
Refund processing: 5–10 business days after approval (depending on your payment method)
You will receive email updates at every step.
Q: Will I receive a full refund?
Full Refunds: For defective, incorrect, or unopened items in original condition
Partial Refunds: May apply to used, opened, or incomplete returns (up to 15% restocking fee)
No Refunds: After the return window or for non-returnable items
Q: Can I exchange an item?
We do not offer direct exchanges. Instead:
1. Return the original item following the process above
2. Place a new order for your preferred item
3. We can provide a discount code for your new purchase after the return is approved
Product Sizing & Materials
Q: How can I ensure the product fits my space?
Every product page includes detailed measurements. Always check dimensions before ordering, and use a tape measure in your space to visualize scale.
Still unsure? Reach out to us with your room or space details and we’ll help you choose.
Q: Are your products safe and high-quality?
Absolutely. We vet every supplier and ensure compliance with safety and quality standards. Materials are described clearly on each product page for your peace of mind.
Payment & Security
Q: What payment methods do you accept?
We accept:
- Major credit cards (Visa, Mastercard, Amex)
- PayPal
- Apple Pay, Google Pay
- Local payment methods in selected countries
All transactions are securely processed via Shopify’s encrypted checkout.
Q: Is my payment information safe?
Yes. We use industry-standard SSL encryption. We do not store your credit card details. All payments are handled through secure, PCI-compliant payment gateways.
General Information
Q: Why did I receive only part of my order?
Since we ship from multiple suppliers, items may arrive separately. You’ll receive separate tracking numbers for each package.
Q: How can I find products that ship faster to my location?
Use the "Ships From" filter on our site to view products based on origin. This helps you:
- Get faster delivery
- Reduce shipping costs
- Avoid customs delays
Q: What makes your store different?
Global Sourcing: Access curated home décor from international designers and manufacturers
Affordable Style: Our direct-to-you model avoids costly warehouses, passing the savings on
Quality First: Every supplier is hand-selected for reliability and craftsmanship
Customer Care: We're here to help, every step of the way—from order to delivery
Q: How can I track my order status?
You’ll receive tracking information via email. You can also enter the tracking number on the carrier's website (DHL, USPS, UPS, FedEx, etc.). If you don’t receive tracking info within 3 business days, contact us.
Q: What if I have a problem with my order?
We’re here to help. Contact us with any concerns. While we rely on multiple partners for fulfillment, we act as your advocate and will work directly with our suppliers to resolve any issues as quickly as possible.
Contact Us
Email: homenhavenco@outlook.com
Business Hours: Monday–Friday, 11:00 AM–7:00 PM (UTC+8)
Typical Response Time: Within 24 business hours
For Urgent Cancellations:
Email us immediately with "URGENT CANCELLATION" in the subject line. Include your order number and reason.
⚠️ Important Notes
- Our order system is fully automated—timing is crucial for changes or cancellations
- Products may ship from different countries, resulting in multiple deliveries
- International orders may be subject to customs fees or import taxes (customer's responsibility)
- Shipping timelines may vary based on supplier location and local customs
- All returns must be authorized in advance—do not send items back without approval
We appreciate your trust in our store and are committed to making your shopping experience exceptional. Whether you're refreshing a single room or redesigning your whole home, we're here to help you bring your vision to life.