FAQ

Frequently Asked Questions

Welcome to Green Haven Home. Below you can find answers to some of the most common questions about our products, orders, delivery, payments, returns and refunds.

About Green Haven Home

What is Green Haven Home?

Green Haven Home is a UK-based online store offering wooden planters and garden products designed to bring a natural and practical touch to outdoor spaces.

Where is Green Haven Home based?

Green Haven Home is operated by Thomas Paul Paffett as an individual/sole trader in the United Kingdom.

Our business address is:
7 Armstrong Street
Farsley, Pudsey
LS28 5BZ
United Kingdom

Where do you deliver?

We currently sell and deliver to customers in the United Kingdom only. We do not currently offer international shipping.

Products

What products do you sell?

We currently offer a selection of wooden garden products, including wooden planters made from different types of wood and designed for flowers, herbs and other plants.

Are your products made from natural wood?

Many of our products are made from natural wood. Because wood is a natural material, individual products may have variations in colour, grain, texture, knots and appearance.

These natural variations are normal characteristics of wood and do not necessarily indicate a defect.

Will my product look exactly like the product photograph?

Product photographs are provided to show the general appearance of the product. Because of natural materials, lighting, photography and individual screen settings, slight differences in colour, grain or appearance may occur.

Orders

How do I place an order?

Select the product you would like to purchase, add it to your shopping cart, and proceed to checkout. Enter your delivery and payment information and follow the instructions to complete your order.

Will I receive an order confirmation?

Yes. After placing an order, you should receive an order confirmation at the email address provided during checkout.

Can I change my order after placing it?

If you need to change your order or delivery information, please contact us as soon as possible at contact@greenhavenhome.co.uk.

We will try to help where possible, but changes may not be possible once your order has entered processing or has been dispatched.

Payment

What payment methods do you accept?

We accept major credit and debit cards through our secure Shopify checkout, including:

  • Visa
  • Mastercard
  • Other major credit and debit cards supported by our payment provider

Other payment options may also be displayed at checkout depending on the payment methods available at the time of purchase.

What currency do you use?

All prices on our website are displayed in British Pounds Sterling (GBP).

Is my payment secure?

Payments are processed through our Shopify checkout and the applicable payment service provider. We do not intend to store your complete payment card number or card security code on our own systems.

Shipping

How much does shipping cost?

UK standard delivery is free on all orders. There is no minimum order value required for free delivery.

How long does delivery take?

Our estimated delivery time is generally 4–8 business days. This consists of:

  • Processing: 1–2 business days
  • Transit: 3–6 business days
  • Total estimated delivery: 4–8 business days

What is your order cut-off time?

Our standard order cut-off time is 5:00 PM London time. Orders placed after the cut-off time may be processed on the next business day.

Which days do you process orders?

Orders are normally processed and dispatched from Monday to Friday.

Can delivery take longer than 4–8 business days?

The 4–8 business day timeframe is an estimate. Occasionally, delivery may take longer due to carrier delays, severe weather, public holidays, transport disruptions or other circumstances outside our reasonable control.

If your order has not arrived within the expected delivery period, please contact us so we can investigate the delivery.

Returns

Do you accept returns?

Yes. We offer a 90-day return policy for eligible products.

How long do I have to return my order?

You can request a return within 90 days of receiving your order, subject to the conditions of our Returns & Refund Policy.

Do I have to pay for return shipping?

No. Green Haven Home covers the return shipping cost for eligible returns. We do not charge a restocking fee.

How should I return my order?

Returns are handled by mail. Please contact us before sending your return so that we can provide the appropriate return instructions.

Please do not send a return to an address that has not been confirmed by Green Haven Home.

What condition must the product be in?

For our standard voluntary 90-day return policy, products should normally be returned in new, unused and undamaged condition, with their original packaging and accessories where reasonably possible.

This does not affect your statutory rights if a product is faulty, damaged, misdescribed or otherwise does not meet applicable UK consumer law.

Do you accept change-of-mind returns?

Yes. Eligible products may be returned for a change of mind within our 90-day return period, subject to the conditions of our Returns & Refund Policy.

Do you offer exchanges?

We do not currently offer a separate standard exchange service. If you would like a different product, you can return the eligible item and place a new order.

Refunds

How long does a refund take?

Once an eligible returned product has been received and assessed, we aim to process the refund within 7 business days.

How will I receive my refund?

Refunds are normally issued to the original payment method used for the purchase.

When will the money appear in my bank account?

After we process your refund, the time required for the funds to appear in your account may depend on your bank or payment provider.

What if my product arrives damaged or faulty?

Please contact us as soon as reasonably possible if your product arrives damaged, faulty, incorrect or does not match its description.

Please include your order number and, where appropriate, photographs of the product or packaging. We will review the issue and provide an appropriate remedy in accordance with applicable UK consumer law.

UK Consumer Rights

Do I have statutory consumer rights?

Yes. Our 90-day return policy is an additional benefit and does not remove or restrict your statutory rights under UK consumer law.

For many online purchases, UK consumers have a statutory cancellation period of 14 days after receiving the goods. Additional legal rights may apply to faulty, damaged or misdescribed products.

Please see our Returns & Refund Policy and Terms of Service for further information.

Customer Support

How can I contact Green Haven Home?

You can contact us using the following details:

Email: contact@greenhavenhome.co.uk
Phone: +44 7828 789795

Green Haven Home
Trading name of Thomas Paul Paffett

7 Armstrong Street
Farsley, Pudsey
LS28 5BZ
United Kingdom

More Information

For complete information about your purchase and our policies, please see:

  • Privacy Policy
  • Terms of Service
  • Shipping Policy
  • Returns & Refund Policy
  • Payment Methods
  • Cookie Policy
  • Legal Notice

If you cannot find the answer to your question, please contact our customer support team and we will be happy to assist you.