FAQ
We’ve listed a set of queries we’re often asked. If you cannot find the information that you’re looking for here, do get in touch with us.
I want to purchase furniture from Haven Wood. What should I do?
Our furniture can be purchased directly from us directly or our retail partners around the world.
Please write to us and mention your delivery country. We will send you our price list along with relevant details on shipping cost and ordering. If you’d like to place an order, we’ll send an invoice with our bank information via email. We accept telegraphic transfer and credit cards. Accepting different currencies from IDR, USD, SGD, JPY, AUD, HKD, CAD, EUR, GBP, CHF, HCD, and CNH
Do you ship internationally?
Yes, we ship internationally and can ship to most countries around the world. We have our own shipper for both international air and ocean freight. For larger orders, we offer the option of ocean freight in addition to air freight. Ocean shipping is only feasible for large orders of 15 or more pieces. Visit our Shipping Policy.
Do you ship anywhere in the US and Europe?
We ship to most places in the US and Europe and have our own representative for each country.
What’s the lead time after placing an order?
Our production lead time varies from 6 to 12 weeks, depending on the size of the order. Delivery times are usually 7-10 days after dispatch for air shipping and 30-45 days for ocean shipping.
Do you charge for shipping and packing?
Packing charges are included in our price lists. All of our packing are wrapped in single-face paper with a carton sheet. Edges are covered with thicker carton edges. They are labelled according to the picture, specifications and quantity. Optional carton boxes are available at a small cost.
For sea and air freight charges, the responsibility of the client is available to read and understand at Shipping Policy.
I want to see the furniture before I purchase it. Do you have a physical showroom or retail outlet?
We are furniture & handicrafts manufacturers & exporters. To help you with your purchase decision, we’re happy to send images of our furniture ‘in situ’. We are also happy to provide you with samples of wood, fabric and cane for the look and feel of the items free of charge. However, the courier/shipping cost will need to be covered by the client.
We have retail partners in a few countries who may have some of our products in stock. Please write to us at our email for more information on the store closest to you.
What’s your returns policy?
We issue refunds or replacements only if our furniture is damaged during shipping. Any damage must be communicated to us by email within one week of delivery, along with photographic evidence, including a photo of the packing box. Exchanges are not feasible for pieces that are not damaged. Visit our Terms & Conditions.
Do you have a warranty or after-sales support policy?
Yes, we have. We offer six months to one year of warranty, depending on the client’s request, against manufacturing defects. Replacement chairs can be sent for any genuine manufacturing-related damage claim within six months to one year from the date of sale. Visit our Terms & Conditions to better understand.
Will I face any issues with customs clearance for international purchases?
We have an experienced in-house logistics team and provide all necessary documentation for customs clearance. Our team constantly monitors the shipment and stays in touch with the shipping company to sort out any clearance-related issues. As a result, the delivery experience will be seamless and involve minimal involvement from our buyers.
