Delivery & Returns
What are my Delivery options?
You will receive an email confirmation message which allows you to track your delivery. Due to Covid-19 our usual delivery options are slightly restricted so please see the two options below:
Click & Collect: Free, Safe & Encouraged
Click and collect orders will be ready for collection within 48hours. We will email you once your order is ready for collection.
Please see our current opening hours.
Many of the neighbouring cafes, food produce and artisan stores like Moxons fish monger, Kobo cafe, Le Coq Epicier are now open so in order to support them we are encouraging our local customers to collect the online orders from the store where possible.
All click and collect orders will be serviced as contactless as possible and adhering to the Covid-19 safe retail guidance outlined by the government.
Standard Delivery: 2-3 Working Days
We are currently sending out all orders to reach you within 2-3 working days. For orders with larger mirrors or furniture this can be up to 2 weeks and we will get in touch to book in with you. If your order contains a mix of large furniture and other items, we will get in touch to see how if you want the items sent together or separately according to the timelines above. To ensure a contact-free delivery, larger items will be delivered to your doorstep only.
Our courier partners are offering a minimal contact or contact-free delivery service at this time.
Local Delivery: Same Day
We offer same day delivery to addresses local to our Islington store, on orders over £50.
Large Fragile Delivery - London Only: 1-7 working days
We can arrange special delivery for larger furniture and mirrors within London (only).
How do I return my order?
Please return your items for a refund within 60 days of you receiving your goods.
All items must be returned unused, in their original condition and packaging with a valid invoice / receipt. Mark the item(s) you would like to return and the reason for doing so.
You can drop your return to our store or send by post:
HAYGEN, 114 Islington High Street, London, N1 8EG, UK
When will I receive my refund?
We aim to refund within 4-5 working days from receiving your parcel. We will email you to confirm your refund has been processed.
Couriers are currently operating with significant delays in some areas. This may mean that returns are taking longer to reach us – up to 3 weeks in some cases. Please bare with us and we will contact you once your refund has been processed.
What if I want to exchange an item?
Our customer services team will take you through the best way to exchange an item. Please call our store or email email@example.com
Our normal policy lasts 30 days. But due to Covid-19 we are extending this to 60 days from receipt of your order. For orders purchased from us in March 2020 we are extending your returns period to 30 days from when we reopen our Islington store.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
There are certain situations where partial refunds may be considered at the managers discretion (if applicable)
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded but they can be exchanged within 14 days of purchase.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: HAYGEN, 114 Islington High Street, London, N1 8EG, UK.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
HAYGEN, 114 Islington High Street, London, N1 8EG, UK.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damaged / Faulty Goods
If you your item is damaged or faulty within 30days of purchase, please contact us by email with imagery, fault information and proof of purchase to firstname.lastname@example.org with order number in the header to qualify for an exchange or refund.
After 30 days you may qualify for an exchange or replacement, different products have different manufacturer guidelines and warranties. We will need to assess on a case by case basis. Please email email@example.com
Can I cancel / change details or contents of my order before delivery?
If you haven’t had the email confirming that we’ve shipped your order, you can get in touch with us and request we cancel / change your order straight away. Call the store on 0207 226 9528 or email firstname.lastname@example.org with your order information.