FREQUENTLY ASKED QUESTIONS
How can we help you?
Find out more information with our FAQ
GENERAL
HOW CAN I PLACE AN ORDER?
Shopping on our Online Store is very simple: if you already know what you are interested in, use the specific links.
Once you've found the piece you want to order, select the size and colour and click on the "Add To Cart" button below. You can view the selected items by clicking on the "Cart" at the top of the page.
You can remove products from your cart if you change your mind. Complete your order by clicking on "Checkout".
I CAN'T PLACE AN ORDER. HOW CAN I FIX THIS?
Please find our suggestions for placing your order below:
- Connect to the website with a different browser: we recommend using the latest version of Google Chrome or Mozilla Firefox;
- Try to delete cookies from your browser or clear your cache;
- Try to use an alternative payment method;
- Check that your payment card is enabled for online purchases and keep the 3-D Secure code at hand.
If you still have problems placing your order, please contact our Client Service department using the “Contact Us” link found below. We’ll be happy to help!
THIS IS MY FIRST PURCHASE FROM THIS ONLINE STORE. WHAT DO I NEED TO KNOW?
For security purposes, first-time orders can only be sent to the cardholder’s billing address or to the address of a company that we will independently verify at a later date.
To avoid delays, please ensure that your billing address is the same as the one on your card statements and that you have entered the cardholder’s name exactly as it appears on the card.
Furthermore, please ensure that you have entered your contact details correctly, so that we can contact you should it be necessary to do so.
WHY HAS MY ORDER BEEN CANCELED?
If your order has been cancelled, try the following:
- Contact your bank to check that no security blocks have been placed on your credit card.
- Place a new order and make sure that the billing address, cardholder’s name and other account and card-related details are correct.
If the problem persists, please contact our Customer Service Team via the “Contact Us” link provided below.
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept the following payment methods (availability may vary by location):
Credit Cards
Visa, MasterCard, American Express, and Discover. Payment is authorized at the time of purchase and captured once your order ships.
PayPal
You’ll be directed to log in and review your payment details on PayPal’s site before completing your order. Once confirmed, you’ll be redirected back to haevenly.com. Be sure your PayPal shipping address is current, as we’ll ship to the address provided there.
Please note: for more information, see this page here
Shop Pay
Shop Pay lets you complete your purchase quickly and securely by saving your payment and shipping information. Be sure your shipping address is current, as we’ll ship to the address provided there. If eligible, you can also choose to pay in installments.
Klarna
Buy now, pay later with Klarna. Select Klarna at checkout to split your purchase into payments. You’ll be guided through their approval process during checkout.
Please note: for more information, see this page here
CAN I ADD PRODUCTS TO AN EXISTING ORDER?
It is not possible to change orders or add products to an existing order.
CAN I CANCEL OR CHANGE AN ORDER?
Once an order has been confirmed, we cannot guarantee that it can be canceled or any changes can be made.
SHIPPING
WHEN WILL MY ORDER SHIP
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
WHAT IS YOUR SHIPPING POLICY?
We are unable to accept returns on certain items. These will be carefully marked before purchase.
WHERE IS MY ORDER?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
HOW MUCH DOES SHIPPING COAST?
Shipping fees are calculated according to your location and the items selected. The final amount is always displayed before you complete your purchase.
INTERNATIONAL
DO YOU SHIP INTERNATIONALLY?
Yes, international customers can browse and shop on our website in their local currency by selecting their country from the drop-down menu located in the header of the website and in the menu on mobile devices.
ARE DUTIES AND TAXES INCLUDED?
Once you have selected the country that you will be shipping to, all prices will include relevant taxes and duties. There will be no additional charges upon delivery.
CONTACT US
You can contact our Customer Service by email via the "Client Services" section at the bottom of the footer "Contact Us". Once on the page, select "Email Us » or via our social networks whose contact details are available on our website: HEAVENLY CUSTOMER CARE.