Frequently Asked Questions (FAQ)

1. General Information

This section provides answers to commonly asked questions about shopping on our website.
Our aim is to offer clear and helpful guidance to support users throughout browsing and purchasing.

2. Orders

How do I place an order?
Select your preferred products, add them to the shopping cart, and follow the checkout steps on our website.
Once checkout is completed, an order confirmation will be sent by email.

How do I know if my order has been confirmed?
An order confirmation email is sent once payment has been successfully authorised and processing has begun.

3. Shipping

Are there any shipping fees?
All products are delivered with free shipping within Australia, with no minimum order value.

How long does delivery take?

• Order processing: 1–3 business days after payment confirmation

• Delivery time: 7–12 business days after dispatch

Where do you deliver?
Delivery is available to all locations within Australia.

4. Returns and Refunds

Can I return a product?
Yes. You may request a return within 35 days of receiving your order, provided the item remains in its original condition.

A return shipping label is included inside the parcel, allowing you to initiate the return after delivery.

How do I request a return?
Please contact us by email and include:

• Your order number

• Photos of the item, if reporting damage or defects

When will I receive my refund?
Once the returned item is received and inspected, refunds are processed within 1–5 business days using the original payment method.

The time required for refunded funds to appear in the customer’s account may vary depending on the policies of the relevant financial institution.

5. Products

Do product colours match the images shown?
Product images are prepared to represent items accurately. Minor variations may occur due to lighting, materials, or screen display differences.

6. Payments and Security

What payment methods are accepted?
We accept major internationally recognised credit and debit cards, including Visa, Mastercard, American Express, Discover, and JCB.

Is my payment information secure?
Yes. All transactions are protected using secure encryption technology and processed through certified payment providers that meet international security standards.

7. Customer Support

How can I contact customer support?
You may contact us using the details below:

Email: getstarted@havengoloft.com
Phone: +65 (869) 54532
Address: APT BLK 95 DAWSON ROAD #10-66, SINGAPORE 141095, SINGAPORE
Business Hours: Monday to Friday, 9:00 am – 4:00 pm (AEST)