Free shipping on all bags • 30‑day returns

Frequently Asked Questions

Orders & Shipping

Do you ship internationally?
Currently, we only ship within the United Kingdom.

How much does shipping cost?
Shipping is completely free. No hidden fees—what you see is what you pay.

How long does delivery take?
Orders are processed within 1–2 business days. Delivery typically takes 5–7 business days (Monday–Friday), with an estimated arrival in 6–9 business days.

Will I receive a tracking number?
Yes, once your order has shipped, you’ll receive a tracking number via email.

Can I change or cancel my order?
If you need to make changes or cancel your order, contact us as soon as possible at info@havenandhide.co.uk. Weekend orders are processed the next business day.

Returns & Refunds

What is your return policy?
You have 30 days from the delivery date to return an item in its original, unused condition. There are no restocking fees.

Who pays for return shipping?
If the item is defective or the return is due to our error, we cover return shipping. Otherwise, the customer is responsible.

How do I start a return?
Email us at info@havenandhide.co.uk with your order number. We’ll provide step-by-step return instructions.

When will I get my refund?
Refunds are processed within 5 days after we receive your return. It may take additional time for the funds to appear in your account, depending on your payment provider.

What if my order is damaged or incorrect?
Inspect items upon delivery. If damaged or incorrect, contact us immediately with photos. We’ll arrange a return, replacement, or refund at no cost to you.

Can I exchange an item?
Yes, follow the return process. Once your return is approved, you can place a new order for the desired item.

What if I haven’t received my refund?
If you don’t see the refund within 5 days of confirmation, check with your bank. If it’s still missing, contact us and we’ll investigate.

Company name: Quantumrise Group Limited

Address: 300 Lockhart Road, Wan Chai, Hong Kong Island, 999077, Hong Kong

E-Mail: info@havenandhide.co.uk

Contact Form: Contactform

Phone: +44 7418 316 867

Company number: 78000436

Customer service: Monday to Friday (09:00 - 17:00