Frequently Asked Questions
1. What if I need to change my photo after placing the order?
No problem! You can update your photo within 3 hours of placing your order by contacting us via email. If more time has passed, still reach out — we’ll do our best to help. Our team starts production quickly, but we’ll check if changes are still possible before your item is made. Don’t worry, just send us a quick message and we’ll guide you through it.
2. What should I do if I haven’t received my parcel?
Don’t worry — sometimes personalized items or courier delays can cause a slight hold-up. If your order hasn’t arrived within the expected delivery window, simply reach out to us via email. We’ll promptly check the status of your parcel and update you on what’s happening. Rest assured, we’re here to make sure your order reaches you safely.
3. What if my package arrives damaged or the item is defective?
We’re truly sorry—your happiness comes first. Please email us at info@havenofjewels.com with:
- Your order number
- Photos/videos of the outer packaging (including the shipping label) and the item
We’ll review it right away, coordinate with the courier if needed, and offer a fast solution—a replacement, re-make, or another suitable fix, depending on the case. No stress—we’ll take care of you.
4. What happens if I’m not home when my parcel arrives?
No worries — if you’re not home, the courier may leave your parcel safely in your mailbox, by your door, or at a nearby secure location. You can check the tracking details for delivery confirmation and proof of delivery on the courier’s website.
If the courier couldn’t deliver, they’ll usually try again the next day or hold it at their local office for collection. If you’re unsure or can’t locate your parcel, just contact us via email, and we’ll quickly look into it and help resolve the issue.
5. Do you accept returns or offer exchanges?
Because each piece is personalized and custom-made, we’re unable to accept returns or exchanges for reasons like change of mind or personal preference.
However, if there’s any issue with your order — such as a defect, damage, or an error on our end — we’ll make it right with a replacement or suitable solution. Our goal is your complete satisfaction, and we handle every case with care and understanding.
6. How can I contact customer support?
If you have any questions about your order or our products, simply email us at info@havenofjewels.com. Our support team will respond as soon as possible to assist you with anything you need — from order updates to product guidance.