Frequently Asked Questions

Where does Ornella Haven ship?

We currently ship to physical street addresses within the 48 contiguous United States.

We do not currently ship to Alaska, Hawaii, U.S. territories, P.O. Boxes, APO/FPO/DPO addresses, or international destinations.

How much does shipping cost?

Standard shipping is free within our eligible shipping area.

If an optional expedited service is available, its cost will be displayed at checkout. Expedited shipping costs are non-refundable.

How long will my order take to arrive?

Orders are generally processed within 1-3 business days. After processing, standard delivery generally takes 3-5 business days.

The total estimated time from order placement to delivery is generally 4-8 business days.

Which carriers do you use?

We primarily use USPS, UPS, and FedEx. The carrier is selected according to destination, package size, product type, and delivery requirements.

How can I track my order?

When your order ships, tracking information will be sent to the email address used at checkout. Tracking may require up to 48 hours to update.

Can I change my shipping address?

Contact support@ornellahaven.com immediately. We will try to update the address, but changes cannot be guaranteed after processing or shipment.

Customers are responsible for reshipping costs caused by an incorrect or incomplete address supplied at checkout.

Can I cancel my order?

Cancellation may be requested before the order ships. Contact us as soon as possible. Cancellation is not guaranteed after processing begins.

What is your return period?

Eligible products may be returned within 30 calendar days after delivery. You must contact us before returning a product.

Is return shipping free?

Yes. Ornella Haven pays return shipping for eligible returns and approved claims. We do not charge a restocking fee.

What condition must a returned product be in?

The product must be unused, unwashed, complete, and in its original condition. It should include its original packaging whenever reasonably possible.

Products used, washed, altered, or damaged after delivery are not eligible for return unless they arrived damaged, defective, or incorrect.

Can clearance products be returned?

Yes. Clearance products may be returned if they satisfy the other return requirements.

Do you accept exchanges?

Yes. Contact us before returning the original product. The original item must be returned and inspected before a replacement is shipped.

Exchanges are subject to availability.

When will I receive my refund?

After the return is received, inspected, and approved, the refund will be issued to your original payment method within 10 business days.

Your bank or payment provider may require additional time to post the refund.

What should I do if my order arrives damaged or incorrect?

Contact support@ornellahaven.com within 7 calendar days after delivery. Include your order number and clear photographs of the product and packaging.

What if tracking says delivered but I cannot find the package?

Check around the delivery location, ask household members or neighbors, and contact the carrier or local delivery office. If the package remains missing, contact us for assistance with an investigation.

Do you sell customized or pre-order products?

No. We do not currently sell customized, personalized, or pre-order products.

Do decorative pillow sets include both parts?

Package contents are clearly stated on each product page. Products described as decorative pillow sets include both the pillow cover and pillow insert unless the product page expressly states otherwise.

Are pillow covers removable?

Yes, where identified as removable on the applicable product page. Always follow the product page and care label.

Unless otherwise stated, use a gentle cycle with cold water, avoid bleach, and air dry or tumble dry on low.

Does a picture frame include the displayed artwork?

Included contents are stated on each product page. Photographs, artwork, and decorative styling shown in lifestyle images may be for presentation only unless expressly listed as included.

Do you provide a product warranty?

We do not provide an additional voluntary product warranty unless expressly stated on a product page. This does not affect rights that cannot be excluded under applicable law.

How can I contact you?

Email: support@ornellahaven.com
Phone: +1 425-616-9257

Customer service hours are Monday-Friday, 9:00 AM-5:00 PM Central Time, excluding public holidays.