At HomeHaven UK, we want you to be completely satisfied with your handcrafted home sanctuary pieces, just as we are when curating our boho-chic collections. If your 100x150cm rug or artisanal bathroom accessory isn’t quite perfect, our returns process is designed with the same care we apply to selecting our products.

Our Returns Promise

We accept returns within 15 days of delivery for most items, provided they are in original condition with tags attached – like our pristine bedding collections awaiting their new homes.

Please Note: For hygiene reasons, we cannot accept returns on:

  • Opened candles & diffusers (like those from our signature Boho Soul collection)
  • Used bath & pedestal mats
  • Unsealed cookware items

Simple Returns Process

  1. Initiate Your Return: Email us at [email protected] within 15 days of receiving your order. Use our template below to ensure we have all necessary details.
  2. Wait for Authorization: Our Cambridge team will respond within 2 business days with return instructions – as promptly as we dispatch your bistro sets.
  3. Package Securely: Return items in original packaging, wrapped with the same care we use for fragile bathroom accessories.
  4. Ship Your Return: Send to our Cambridge address using a tracked service (returns are at customer’s expense unless faulty).

Exchange Process

Want to exchange your 60x110cm rug for a different design? Follow the returns process above, clearly stating your preferred exchange item from our current collections. We’ll process your exchange once we receive the original item.

Refund Timeline

Once we receive and inspect your return:

  • Credit Card/PayPal: Refunds processed within 5 business days, appearing in 3-5 additional business days – as reliably as our DHL deliveries.
  • Original Payment Method: Refunds will go back to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.

Returns Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear HomeHaven UK Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Details: – Item(s) to return: [Product Name, e.g., “Boho Soul 100x150cm Rug”] – Reason for return: [Please specify] – Preferred resolution: [Refund / Exchange for (specific product)] I understand I am responsible for return shipping unless the item is faulty. My original order was shipped to: [Your Name] [Your Address] [Your Email] [Your Phone Number – optional] Please advise next steps at your earliest convenience. With warm regards, [Your Name]

International Returns

For our global customers (excluding Asia and remote areas):

  • Include all customs documentation marked “RETURNED GOODS”
  • Original shipping fees and customs charges cannot be refunded
  • Return shipping costs are the customer’s responsibility

Should you have any questions about returning your bathroom furniture or children’s storage solutions, our Cambridge team is here to help at [email protected].

We appreciate your trust in HomeHaven UK as you create your perfect home sanctuary.