Frequently Asked Questions
Haven Ties FAQs
Haven Ties partners with global merchants and work very closely with skilled manufacturers in order to provide you with the absolute best prices.
Our partners are located throughout different parts of the world and our unique business model has established relationships with our globally. Partners have given us access to products and accessories (the exact same products you find available at high-end boutiques and department stores) at phenomenally low prices and we pass these steep discounts we have earned along to you - our valued customer.
Because we ship directly from our partners' facilities around the world your purchase(s) may take between 2-4 weeks to arrive, certain countries may take a little longer. In addition, tracking number are sent on request basis only.
How much is shipping?
This depends on the product ordered, the total weight, and the location we are shipping to. Our Standard Shipping & Handling Charge is found on the Checkout page. If you have any additional questions you can contact us at email@example.com.
Which currency do we use?
All products are charged in USD. We have a conversion tool to show in your local currency for your reference, the actual conversion rate is based on your card issuer.
My debit or credit card has been declined?
If you are unable to complete your purchase due to declined from your credit card, the easiest way is to use another card. Unfortunately we only get notified by our payment gateway but we cannot see additional information, please contact your bank for more information or notify them to accept Stripe as payment gateway. From our experience there is a higher decline rate for visa/ master debit card or prepaid credit card for a number of reasons:
- Does not support online purchase
- Transaction amount
- Issuer bank blocked suspicious payment
- Insufficient Funds
- Does not support overseas merchant
How long does it take for an order to arrive?
This depends on the product ordered:
Regular/ sales priced items can take between 1-3 weeks
Promotional "just pay shipping and handling" items can take between 2-4 weeks
If you have any questions about our shipping times, please contact us and will be happy to help!
PLEASE NOTE: In some cases, shipping may take longer due to various factors (ie; time of year order placed such as Thanksgiving, Christmas, and other major holidays). As such, If we have already sent your order we will not be able to issue you a refund. For more information please contact us.
Can my order be shipped faster?
At this time, we only have standard shipping and the shipping times will vary depending on what products you ordered.
Please note: we have received plenty of requests from our happy customers that want faster shipping options and it's currently in the works! Once it's effective in the store we'll let you know - we'll keep you posted!
Can I change my shipping address or Order Details after I place my order?
For change of shipping address after your order has been placed, please let us know ASAP so we can make the change. We process orders PROMPTLY within 5 hours of receiving an order and sometimes earlier (end of the day order processing) so you have up until 5 hours time from the moment you place your Order to request changes to your Order. We cannot guarantee that the address or any other Order Details will be updated in time before your item is shipped if you request changes after this time, so please give us the information as soon as possible. We will do our best to accommodate you. If item has been shipped, customer will be liable to pay for item and have it ship to correct address.
It's been over 6+ weeks and I have not received my order yet. What should I do now?
If you have not received your order within the time frame given for your order (see 'How long does it take for an order to arrive' above for more information), please contact us and we will look further into your order immediately.
A few examples for why orders may take longer to arrive to your shipping address:
- Incorrect shipping address was entered when the order was originally placed
- There was an issue with customs which causes a slight delay
Please contact us if you haven't received your order within the timeframe given. We'll take care of you so rest assured! :)
Can I have a tracking number?
Tracking number will be send automatically upon dispatch, please allow a few days for logistic company to update the information. Don't worry if the link did not work after you receive it, it is normal. Unfortunately our global suppliers from our global warehouses do not always provide tracking numbers on discounted/ free items. Please email: firstname.lastname@example.org
I ordered 2+ items, but only received one... where's my order?
We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way :)
Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email information incorrectly, as order confirmation is sent automatically upon payment. If you believe you may have entered your email incorrectly please contact us and we will fix it for you.
What is your return policy?
Our return policy last for 30 days from date of purchase or 7 days after item delivered. If an item doesn’t arrive, doesn't materially match the description or is defective, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, excluding shipping costs.Customers will be responsible for return shipping cost. There are no refunds 48 hours after your order was placed. There will be no refunds if your order(s) has been processed or shipped.
For orders shipped to the wrong address due to a customer inputting the incorrect address, the customer must cover the cost of ordering replacement items so please be extremely careful when entering your shipping address.Due to the nature of made-to-order custom-made items, we do not offer refunds on those items. If any of these items are defective, we will happily exchange them for you.
Return policy does not apply to sale items/our custom designed items, we do not offer exchange or refund after purchase/order confirmation unless item is defective or does not materially match the description provided. Please choose your item carefully.
Damaged/defective items must be returned in the original condition they were received in with all the accompanying accessories. You must provide us with an image of the item and email us at email@example.com for replacement.
We offer 7 days guarantee after item has been delivered for replacement. Please contact us with image provided.
Do NOT send item back to the senders address indicated on the package. Please email us for our returns department address. Tracking is required for returning item(s).
Customer service is our #1 priority and we will do whatever we can to take care of you. Thank you for considering shopgenily.com and if you have any questions, please don't hesitate to contact us or refer to FAQ!
Item has been delivered to mailbox or delivered in that are stolen?
We are not responsible for item(s) being misplaced/ stolen after delivered (E.g. after delivered mailbox). We will ensure item is delivered to your address according to information provided by the logistic company. Customer will be liable for the shipping cost if replacement item is needed.
Can I exchange for another item?
We can only exchange for another product If your order has not been processed/ ship out by our supplier(s). Certain items e.g.t-shirt are process automatically upon order confirmation in this case we cannot exchange for another item. Each supplier will have different terms and conditions. Please contact us via email at firstname.lastname@example.org. Exchange will not apply to items on sale.
How do I order?
Click on the "Add to Cart" button to choose products for purchase. When done shopping, click on the "checkout" button to complete your transaction.
Is my payment information safe?
Absolutely! Our payment processing system is 100% secure. Our tech internet security team is dedicated to giving you a safe and secure shopping experience.
What is your contact info?
Should you need to contact us, email our support team at email@example.com. Our dedicated team of customer service representatives are looking forward to assisting you. Our response time is normally within 24-48 hours Monday - Saturday :)