Returns & Exchanges

Last updated: September 11, 2026

At Shdehaven, we want you to be completely satisfied with every purchase. If something is not right, we are here to make it right. Please read this policy carefully to understand your options and how to proceed.

Returns

If You Received the Wrong Item

We sincerely apologise if you received an item that does not match your order. If you believe there has been a picking or packing error on our part, please contact us within 7 days of receiving your order at support@shdehaven.com. Include your order number and a clear photograph of the item you received. We will arrange for the correct item to be sent to you as soon as possible, and we will cover the cost of the return.

If You Have Changed Your Mind

We understand that sometimes a piece does not feel quite right once it arrives. If you would like to return an item for any reason other than a fault or error, you are welcome to do so within 14 days of receiving your order, provided the item meets the following conditions:

The item must be unworn, unwashed, and in its original condition — The item must have all original tags attached — The item must be returned in its original packaging — The item must not be a non-returnable product (see below)

Please note that for change-of-mind returns, the cost of return shipping is the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

Non-Returnable Items

For hygiene and quality assurance reasons, the following items cannot be returned or exchanged unless they are faulty or not as described:

Items that have been worn, washed, or altered — Items without original tags or packaging — Sale or final clearance items marked as non-returnable — Any item that has been personalised or custom-made to your specifications

If you are unsure whether your item is eligible for return, please contact us before sending anything back.

Refunds

If Your Package Was Lost in Transit

If your order has not arrived within the estimated delivery window and tracking information suggests it may be lost, please contact us at support@shdehaven.com with your order number. We will investigate the matter with the carrier on your behalf. If the package is confirmed as lost, we will offer you a full refund or arrange for a replacement to be sent, at your preference.

Please allow up to 5 business days for us to complete our investigation before a resolution is issued.

If Your Item Arrived Damaged

If your item arrives damaged, please notify us within 48 hours of delivery at support@shdehaven.com. Please include your order number, a description of the damage, and clear photographs of the item and its packaging. We will assess the claim and, where damage is confirmed, offer you a full refund or replacement at no additional cost to you.

We regret that we are unable to process damage claims submitted more than 48 hours after delivery, as we cannot verify the condition of the item at that point.

Exchanges

If you would like to exchange an item for a different size, colour, or style, please contact us within 14 days of receiving your order at support@shdehaven.com. Let us know your order number, the item you wish to exchange, and what you would like in return.

Exchanges are subject to product availability. If the item you want is not available, we will offer you a refund or store credit instead. The item being returned must meet the same conditions as those outlined in our returns policy above. Return shipping costs for exchanges are the responsibility of the customer, unless the exchange is due to a fault or error on our part.

How to Start a Return or Exchange

To initiate a return, refund request, or exchange, please follow these steps:

Step 1 — Contact us: Email us at support@shdehaven.com with your order number, the reason for your return or exchange, and any relevant photographs if applicable.

Step 2 — Await confirmation: Our team will review your request and respond within 24 to 48 business hours with instructions on how to proceed. Please do not send any items back before receiving confirmation from us.

Step 3 — Send your item: Once your return has been approved, securely package the item and send it to the address provided in our confirmation email. We recommend using a tracked service to ensure the item reaches us safely.

Step 4 — Receive your refund or exchange: Once we receive and inspect the returned item, we will process your refund or dispatch your exchange within 5 to 7 business days. Refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the transaction.

Contact Us

If you have any questions about this policy or need assistance with a return, exchange, or refund, please do not hesitate to reach out to our customer care team:

HALIOR LLC
7602 E Avalon Dr,Scottsdale, AZ 85251 
Phone:+17736704030
Email: support@shdehaven.com