Frequently Asked Question
Frequently Asked Questions
Where does Haven Luma ship?
Haven Luma currently ships to addresses in the United States only. We do not offer international shipping at this time.
Do you offer free shipping?
A: Yes, we do! We're proud to offer free standard shipping on every single order, with no minimum purchase required. We believe that transparent pricing means no surprises at checkout, so the price you see for your items is the total price you'll pay. It's our way of saying thank you for choosing Haven Luma.
How long does delivery take?
Orders generally require 1 business day for handling after payment is confirmed. Carrier transit is generally 2-4 business days. The estimated total delivery window is therefore
3-5 business days. These are estimates rather than guaranteed arrival dates and may be affected by carrier disruption, severe weather, incorrect address information, or other events outside Haven Luma’s reasonable control.
Which carriers do you use?
Haven Luma may ship with USPS, UPS, or FedEx. The carrier selected may depend on the order, destination, package characteristics, and fulfillment requirements.
When will I receive tracking information?
A tracking number is normally provided within 24 hours after the order ships. Check the shipment email and use the carrier’s tracking page for the latest movement information.
What should I do if my order is late or does not arrive?
First, review the carrier tracking record and confirm that the delivery address is correct. If the package has not arrived within the estimated delivery period, contact support@havenluma.com with your order number. Haven Luma will review the shipment and coordinate with the carrier as appropriate. If a package is confirmed lost or otherwise not delivered, Haven Luma will work with the customer on an appropriate resolution, which may include a replacement or refund based on the circumstances.
Can I cancel an order?
Contact Haven Luma within 24 hours of placing the order. Cancellation requests may be accepted within 48 hours only if the order has not been processed or shipped. Once an order has entered fulfillment or shipment, cancellation may no longer be possible; the customer may instead use the applicable return process.
What is your return period?
Eligible products may be returned within 30 days after delivery. The item should be unused and returned in its original condition and packaging, except where the issue is damage, defect, or an incorrect item received.
Who pays for return shipping?
For a change-of-mind return, the customer is responsible for return shipping. Haven Luma covers or arranges the return solution for an item that arrived damaged, is defective, or is not the item ordered, provided the customer contacts us promptly and follows the instructions supplied by support.
Do you charge a restocking fee?
No. Haven Luma does not charge a restocking fee for approved returns.
How are refunds issued?
Approved refunds are sent to the original payment method used for the order. Haven Luma does not substitute store credit for the original payment method unless the customer separately agrees to that arrangement where legally permitted.
How long does a refund take?
Haven Luma may take up to 10 business days after return approval to process the refund. The bank or payment provider may require additional time to post the funds.
Which payment methods do you accept?
Haven Luma accepts Visa, Mastercard, American Express, Discover, Diners Club. Payment authorization is handled through the applicable payment provider at checkout.
Can I change my shipping address after ordering?
Contact support immediately. Address changes are not guaranteed once an order has entered processing or shipment. Customers are responsible for providing a complete and accurate delivery address.
Do you ship internationally?
No. Haven Luma ships within the United States only.
How can I contact Haven Luma?
•Email: support@havenluma.com
Phone: +1 (551) 294-3208
Address: 652 US Route 130, Suite #2, Hamilton, NJ 08691, United States
Support hours: Monday–Friday, 9:00 AM–5:00 PM (EST)
Response target: Within 24 hours