Last updated: October 2026. Please read this before you order. By placing an order you agree to this policy.

Shipping

• Shipping is free on every order, worldwide, except where a destination cannot be served.
• Orders are processed in 1 to 3 business days. Delivery usually takes 2 to 4 weeks and can take up to 7 weeks to some destinations.
• A tracking link is emailed once your order ships. Tracking can take a few days to update.
• Please check your address carefully. We cannot refund or resend an order that was undeliverable because of an incorrect or incomplete address, a refused parcel, or a parcel not collected in time.
• Import duties, taxes and customs fees are set by your country and are the buyer’s responsibility.

Delayed or lost orders

Please wait until 45 days after dispatch for the USA, or 60 days after dispatch for all other countries, before reporting a package as lost or delayed. If tracking shows the parcel was delivered, we cannot refund or resend it. If you believe it was not received, contact us with a non-delivery statement from your local post office.

Damaged, defective or wrong items

• Contact us within 7 days of delivery at hello@urbanhavencompany.com with your order number.
• Include clear photos of the item and the packaging. For damage, a short unboxing video is strongly recommended. We may not be able to approve a claim without it.
• If your claim is approved, we will offer a replacement or a refund. For fragile items we may refund without a replacement.
• Minor variations in colour, glaze, size and finish are normal in handmade-style ceramics and are not defects.
• Damage to the outer packaging alone is not a defect.

Change of mind and returns

Because every order ships internationally from an overseas warehouse, we do not accept returns or give refunds for change of mind, dislike, wrong choice of size or colour, or items that do not match your room. Please do not send any item back without our written approval. Returns sent without approval will not be refunded and we cannot be responsible for lost parcels.

Cancellations

You can cancel an order only if you contact us within 12 hours of placing it and before it has been dispatched. After dispatch, orders cannot be cancelled.

Refunds

Approved refunds are returned to your original payment method within 5 to 10 business days. Shipping is free, so no shipping is refunded.

Your legal rights

Nothing in this policy limits any rights you have under the consumer law of the country where you live, including any right to cancel a distance purchase. If you believe such a right applies, contact us and we will handle it as the law requires.

Contact

Email hello@urbanhavencompany.com with your order number and we will reply within 2 business days.