Frequently Asked Questions (FAQ)
1. Where do you deliver?
We deliver within Australia only.
All orders placed through the website are shipped to Australian addresses.
2. Do you offer free shipping?
Yes. All products are shipped with free delivery within Australia.
There is no minimum purchase requirement.
3. How long does order processing take?
After payment is completed, orders are generally processed within 1–3 business days.
Processing Cut-off Time:
Orders placed before 4:00 pm will be processed on the same business day.
Orders placed after 4:00 pm will be processed starting from the next business day.
If an order is placed on a public holiday, processing will begin on the following business day.
4. How long does delivery take?
Once dispatched, the estimated delivery timeframe is 7–15 business days, depending on the destination within Australia and courier operating conditions.
5. How can I track my order?
After your order has been shipped, you will receive an email containing tracking details.
You can use this information to monitor delivery progress at any time.
6. Can I cancel my order?
Yes. Customers may request order cancellation within 48 hours of order confirmation, provided the order has not entered processing, preparation, or been handed over to the courier.
If the order is already being prepared, has been dispatched, or more than 48 hours have passed, cancellation will no longer be available. In such cases, customers may proceed with the return process after receiving the goods.
7. What is your return policy?
Customers may request a return within 35 days of receiving their order.
Returned items must be unused, in original condition, and include all accessories and original packaging.
A return shipping label is included inside the parcel at the time of delivery.
8. Do you offer exchanges?
Direct exchanges are not offered.
Due to inventory allocation, product variations, and distribution across multiple logistics locations, immediate exchanges cannot be guaranteed.
Customers may return the item and place a new order separately through the website.
9. When will I receive my refund?
Once returned items are received and inspected, refunds are processed within 1–5 business days.
The time required for funds to appear in your account may vary depending on your bank or payment service provider.
10. Do your products come with a warranty?
Yes. Products are covered by a 12-month limited warranty, unless otherwise stated on the product page.
This warranty is provided in addition to rights available under Australian Consumer Law.
11. What if my product is faulty or damaged?
If an item arrives damaged or develops a fault, please contact us within 48 hours of delivery and provide photos or videos where possible.
We will assess the issue and provide an appropriate solution in accordance with Australian Consumer Law.
12. How can I contact customer support?
You can contact us using the details below:
Email: complaint@havengetden.com
Phone: +65 (810) 38380
Address: APT BLK 219 LOR 8 TOA PAYOH #08-645, SINGAPORE 310219, SINGAPORE
Business Hours: Monday to Friday, 9:00 am – 4:00 pm