Order Changes & Support
Contact service@haventosy.com promptly when an order needs a correction, cancellation or delivery review.
Request a change clearly
Include the order number, the email used for the purchase and the exact change you want us to review. For an address correction, provide the complete corrected delivery address so that individual lines are not interpreted out of context. We will check the processing stage before confirming what is possible. Sending an email does not itself stop preparation, amend the basket or change a carrier label.
Understand the stage
An order can move from confirmation to preparation and then to dispatch. Changes become harder once an item is prepared or handed to a carrier. If the requested change cannot be made, we will explain the appropriate available next step rather than promising an interception that has not been confirmed. The preparation estimate is 5–10 business days, but that estimate is not a guaranteed period in which every order remains editable.
Delivery questions
Review the address and latest carrier status before contacting us about a delay. For a parcel marked delivered, check safe delivery locations and other recipients at the address. If the parcel remains missing, send the order and tracking references and explain what you checked. Keep the packaging and take helpful photographs if the item arrives damaged or appears incorrect. Do not dispose of an affected item or arrange a return before receiving instructions.
Returns and refunds
Contact us within 30 days of delivery to request a return. Change-of-mind items should be unused and complete, and buyer-remorse return postage is your responsibility. Damaged, defective or incorrect items are reviewed separately. After receipt of a returned item, we inspect it and process an approved refund within 10 business days to the original payment method; the bank may need additional posting time. Read the full Return Policy for conditions and the mailing process.
Keep sensitive details out of support messages
Order numbers and purchase emails help us locate a transaction. Complete payment-card numbers, card security codes, bank passwords and account credentials are not needed in general support correspondence. If a request needs identity verification, we will explain the relevant process. Keep the order conversation together so the agreed next step is easy to follow, and use the Shipping Policy and Contact page for the detailed information relevant to your question.