Customer Service
HAVED Customer Service Hub & Help Center
Welcome to the HAVED Customer Service Hub. As an established international lifestyle and interior brand, we are deeply committed to ensuring an honest, transparent, and frictionless post-purchase environment for our global clientele, with a primary operational focus on the Singapore market.
To maintain absolute alignment with international merchant standards, the HAVED brand and its digital storefront (www.haved.shop) are managed under the direct corporate execution of TABLE 4 COLLECTIVE PTY LTD (ABN: 95 697 448 301; ACN: 697 448 301), an officially registered enterprise under the statutory jurisdiction of the Australian Securities and Investments Commission (ASIC).
1. Direct Communication Channels & Availability
Should you require assistance regarding technical product specifications, order updates, logistics tracking, or return execution, our centralized customer relations infrastructure is fully accessible. We pledge a formal response to all electronic correspondence within 24 business hours.
| Contact Channel | Verified Corporate Details |
|---|---|
| Official Support Email | info@haved.shop |
| Dedicated Customer Hotline | +61 485 986 158 |
| Registered Statutory Address | Shop 3, 8 Jonson St, BYRON BAY, NSW, 2481, Australia |
| Executive Directorate Office | U 6 130 Terrace Rd, PERTH, WA, 6000, Australia (Attn: Andrew Chubb, Director) |
| Standard Operational Hours | Monday through Friday, 9:00 AM – 5:00 PM (Australian Eastern Standard Time / AEST). Closed on official Australian national holidays. |
2. Comprehensive Customer Service FAQ Framework
Section A: Shipping, Transit, and Customs Logic
Q1: What are the shipping costs for deliveries to Singapore?
A: HAVED operates on a standardized flat-rate pricing architecture. Standard insured international shipping is completely Free of Charge ($0.00 USD) for every item across our entire online catalog. No hidden logistical margins or packaging handling surcharges are ever applied at final checkout.
Q2: What is the explicit timeline from order placement to final delivery?
A: Our logistical lifecycle is explicitly divided into two operational phases:
- Order Handling Time: 1 to 3 Business Days (Monday–Friday). This window accommodates manual data verification, strict product quality control audits, and secure shock-absorbing foam packaging.
- Package Transit Time: 7 to 13 Business Days (Monday–Friday). This represents the real-time movement of your parcel from our centralized distribution hub to your designated delivery address in Singapore.
- Total Delivery Timeline: 8 to 16 Business Days.
Q3: How do I track the active movement of my package?
A: Within 24 hours of package handover to our global transit carriers (such as DHL, FedEx, or Singapore Post integrations), an automated system email containing a unique, verifiable international tracking link will be dispatched directly to your registered email address. You may monitor your shipment's movement in real-time via our integrated tracking interface.
Q4: Will I be held accountable for localized import taxes or duties in Singapore?
A: Cross-border shipments entering Singapore are legally subject to regulatory thresholds, including local Goods and Services Tax (GST) as monitored by the Inland Revenue Authority of Singapore (IRAS). Any localized custom clearings, import declarations, or associated administrative tariffs are the sole statutory and financial responsibility of the importing consumer. HAVED does not pre-collect or integrate local customs tariffs during the checkout phase.
Section B: Financial Settlement and Currency Governance
Q1: Which base currency does HAVED utilize for transactions?
A: To preserve consistency across international supply chains, all commercial transactions, itemized invoice records, and final credit card clearances are processed strictly and exclusively in United States Dollars (USD).
Q2: My local card or bank account is based in Singapore Dollars (SGD). Can I still make a purchase?
A: Yes. While our platform lists and settles transactions exclusively in USD, your local financial institution or credit card issuer will execute an automated conversion from SGD to USD at checkout based on their current institutional exchange rates and foreign transaction policies. Please consult your issuing bank for precise conversion metrics.
Q3: What payment methods are formally accepted at checkout?
A: We accept fully verified, PCI-compliant digital payment methods including Visa, Mastercard, American Express (AMEX), Discover, Apple Pay, Google Pay, and secure payments encrypted via the Shopify Payments network.
Section C: Returns, Inspections, and Financial Reversals
Q1: What is the formal return window policy?
A: We offer a comprehensive 30-day return policy. You have exactly thirty (30) calendar days from the verifiable date of package delivery to submit a formal return request. To qualify for a successful resolution, items must be entirely unused, unaltered, free of structural wear, and safely stored in their original protective molded foam and factory packaging boxes.
Q2: Are there fees associated with returning an eligible product?
A: No. HAVED provides Free Returns ($0.00 USD). We cover the return freight costs for all eligible items within the 30-day window, and we enforce a strict $0.00 restocking fee policy across our entire store.
Q3: What is the precise processing duration for financial refunds?
A: Once your returned parcel is safely received at our quality assurance warehouse, it will undergo a physical inspection within 3 business days. Upon formal approval, your refund will be authorized immediately. The financial reversal will be credited back to your original payment method within **10 Business Days** from the date of approval.
Q4: What should I do if my ceramic item arrives broken or structurally compromised?
A: Due to the delicate nature of stoneware, transit forces can occasionally cause damages. If your package arrives damaged, please transmit high-definition photographic or video verification to info@haved.shop within 48 hours of delivery. Upon verification, HAVED will immediately arrange a complimentary replacement shipment or execute a full financial refund at zero cost to you.
3. Service Level Agreement (SLA) & Escalation Path
At HAVED, customer satisfaction is governed under strict corporate accountability protocols overseen directly by our managing director, Andrew Chubb. We do not utilize speculative automated bot networks for resolution processes. Every consumer inquiry is evaluated manually by a trained customer care officer. If you experience an unresolved delay or require institutional escalation, you may request direct executive review by referencing your unique order number via our primary electronic desk at info@haved.shop.