FAQ

How do I place an order?

Browse the products on OrnellaHaven.com, add the items you want to your cart, and follow the checkout steps to place your order. An order confirmation will be sent to the email address you provide at checkout.

Can I change or cancel my order?

Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee that a change or cancellation can be made after an order enters processing.

Where can I find my order information?

Check your order confirmation and shipping emails for information about your purchase. You may also contact us with your order number and the email address used at checkout.

Shipping & Delivery

Where does Ornella Haven ship?

We ship to eligible addresses in the contiguous United States only. We do not ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, APO/FPO/DPO addresses, or P.O. boxes.

How long does delivery take?

Order processing typically takes 1–3 business days. Transit typically takes 3–5 business days. The estimated total time from processing through delivery is 4–8 business days. Delivery times are estimates and may be affected by carrier delays, weather, holidays, or other circumstances outside our control.

Is shipping free?

Complimentary standard shipping is available for eligible orders shipped to eligible destinations listed in our Shipping policy.

How can I track my order?

When tracking information is available, we will send it to the email address provided at checkout. Use the carrier’s tracking system to follow your shipment.

What should I do if my order is delayed or arrives damaged?

Contact us at support@ornellahaven.com with your order number. If an item arrives damaged, include photographs of the item and its packaging when available.

Returns

Can I return an item?

Products may be returned within 30 days of delivery. To qualify, an item must be new, unused, and in its original condition. Please review our Refund policy for complete return instructions.

How do I start a return?

Contact us at support@ornellahaven.com or +1 425-616-9257 within 30 days of delivery. Include your order number, the product name, and the reason for your request. Please wait for return instructions before mailing any item.

Is return shipping free?

For approved returns, we provide a prepaid return shipping label at no cost to you. We do not charge a restocking fee.

Can I exchange an item?

You may request an exchange within 30 days of delivery. Exchanges are subject to product availability. Contact us before mailing the item.

When will I receive my refund?

After an approved return is received and inspected, we will process the refund within 10 days. Your bank or payment provider may need additional time to post the refund.

Products

Where can I find product dimensions and materials?

Product details, including available dimensions, materials, and included items, are listed on the applicable product page.

Why might a product look different from its photos?

Product appearance may vary slightly due to lighting, photography, manufacturing variations, or your device and display settings.

Payment

What payment methods can I use?

Available payment methods are displayed during checkout. Payment options may vary depending on the order and checkout availability.

Is my payment information secure?

Payments are processed through the payment options presented at checkout. Please do not send complete payment card details by email or through other unsecured messages.

Customer Service

How can I contact Ornella Haven?

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

Customer service hours are Monday–Friday, 9:00 AM–5:00 PM Central Time, excluding U.S. federal holidays.