FAQ
Ordering
Is this the real thing, or a copy?
It is the real thing. We buy finished overstock and cancelled production from the same factories that supply established homeware retailers. Same run, same materials, no showroom markup.
Why is there no brand name on the product page?
Our supply agreements do not let us name the retailer a lot was originally made for. What we can do is tell you exactly what a piece is made of, what it measures and what is in the box — which is on every page.
Will it come back in stock?
Often not. We buy a lot, not a line. When a colour or size sells through we can only replace it if another lot turns up.
Can I change or cancel my order?
Yes, if it has not been picked. Email support@byhavn-co.com with your order number as soon as you can. Once a carrier label is generated we cannot pull it back, but you can refuse the delivery or return it.
Delivery
What does shipping cost?
Nothing. Every order ships free within the US, with tracking. No minimum and no surcharge for bulky pieces.
How long does it take?
Orders are processed in 1 to 2 business days, and typical delivery is 7 to 15 days anywhere in the US from dispatch. Tracking comes by email as soon as the carrier scans the parcel.
Do you ship internationally?
No — United States only. That also means no customs, no import duties and no brokerage fees on anything you order.
Do you deliver large furniture into the room?
No. Large pieces are delivered to your door. The carrier does not carry them upstairs, into a specific room, unpack them or take the packaging away. Please measure your doorway, stairwell and lift before ordering.
My tracking has not moved for two days.
Normal. Scans go quiet between hubs. If there is no movement for more than 7 business days, write to us and we will chase the carrier.
What if it arrives damaged?
Send a photo of the item and the outer box to support@byhavn-co.com within 7 days. We replace it and you usually do not need to return the damaged piece. Keep the packaging until it is sorted.
The products
Is assembly required?
Some pieces — mostly legs, shelves and frames. Where it applies, the product page says so and the fixings and any tool you need are in the box. Nothing we sell needs more than a screwdriver and ten minutes.
Why does my piece look slightly different from the photo?
Wood grain, stone veining and reactive glazes vary by nature. Marble and travertine are cut from a slab, so no two match. Screens also render off-white and warm neutrals differently. If the difference is more than that, tell us.
My new wool rug is shedding.
Normal for the first two to four weeks. Vacuum without a beater bar and it settles. See Care & materials.
Are the dimensions accurate?
Measured on the physical item, not taken from a spec sheet. Assembled dimensions are what is listed. If a piece has to fit a specific gap, write to us and we will measure it again for you before you order.
Returns
How long do I have?
30 days from delivery, no explanation needed.
What condition does it need to be in?
Unused, in its original packaging, with any fixings included. A piece that has been assembled and used, or installed — wall-mounted, wired in, laid and cut — cannot be returned unless it is faulty.
Who pays the return shipping?
We do, if the item is faulty, damaged or not what you ordered. If you simply changed your mind, the return shipping is yours.
Is there a warranty?
Two years against manufacturing defects on everything we sell. Claims go straight to us — a photo and your order number is enough to start.
Payment
What can I pay with?
All major cards, Shop Pay, Apple Pay, Google Pay and PayPal. Checkout runs on Shopify — we never see or store your card details.
Is there a discount for a full room?
Email us the list before you order. On multi-piece orders we can usually do better than the site price.