Frequently Asked Questions
Clear guidance on choosing a piece, placing an order, delivery, returns and what to expect from Haarfen.
Everything you need to feel confident about the company, our products and the help available before you order.
Yes. Haarfen Ltd is a company registered in England and Wales under company number 16580076 and VAT registration number 497 4339 40.
Our registered office is Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE.
For customer enquiries, please contact us through care@haarfen.com or call 0333 444 0317 during our opening hours.
Yes. We encourage you to contact us before ordering if you have questions about dimensions, materials, finishes, delivery or whether a piece is suitable for your home.
Call us on 0333 444 0317 or email care@haarfen.com. We are available Monday to Friday, 8:30am–5:00pm, excluding public holidays.
A product page will show its current order status and the latest estimated lead time available to us.
Availability can occasionally change before an order is processed. If a product becomes unavailable or its expected timing changes significantly after you order, we will contact you promptly and explain your options.
We take care to present product colours, materials and finishes as accurately as possible. However, screens, lighting conditions and photography can affect how a colour appears.
Natural materials such as wood, stone, rattan, leather and handmade finishes may also vary in tone, grain, texture or pattern. These variations are part of the character of the material rather than faults.
Please contact us before ordering if you need help understanding a particular finish.
Yes. We can help you consider scale, dimensions, materials, finishes, practical use and how a piece may work within your room.
You can also send us photographs or measurements where helpful. Although we cannot make the final decision for you, we can provide considered guidance to help you order with greater confidence.
Clear information about placing, paying for, changing and documenting your order.
You will receive an order confirmation at the email address provided during checkout.
We will then review the availability, estimated lead time and delivery requirements for your order. Your piece will be prepared and assigned to the appropriate delivery service.
We will contact you if we require further information or if there is a significant change to the expected timing.
Payments are processed through secure payment providers integrated with our checkout.
The payment methods currently available will be shown during checkout. Haarfen does not receive the complete card details entered into the secure payment form.
Please contact us immediately if you notice anything unexpected while placing an order.
Where an instalment or deferred-payment option is available, it will be displayed during checkout.
Availability and eligibility are determined by the relevant payment provider and may depend on factors outside Haarfen’s control. We cannot approve an application or override a provider’s decision.
Please contact us as soon as possible if you need to change a product, quantity, delivery address or other order detail.
We will help where we reasonably can, but changes may not be possible once an order has entered preparation, been dispatched or had delivery arranged. A change may also affect the price, lead time or delivery charge.
Please contact us as soon as possible if you wish to cancel.
Whether an order can be cancelled immediately will depend on its status and the type of product ordered. Your statutory cancellation rights and any relevant exclusions are explained in our Terms of Sale and Returns & Refunds Policy.
Where cancellation remains possible, we will explain the next steps clearly.
Your order confirmation provides a record of your purchase.
Please contact care@haarfen.com if you require a formal VAT invoice, and include your order number and any business details that should appear on it.
Guidance on where we deliver, delivery charges, timings and how your order will reach you.
At launch, our standard delivery service is available to addresses in mainland England and Wales.
Some locations, properties or access conditions may require additional consideration. Please contact us before ordering if you are unsure whether we can deliver to your address.
We do not currently offer standard delivery to Scotland, Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands or addresses outside England and Wales.
The applicable delivery charge will be shown on the product page, during the ordering process or confirmed before your order is accepted.
The cost depends on the product and the service required. Smaller items may use parcel delivery, while larger or heavier pieces may require a specialist service.
We will not add an undisclosed delivery charge after accepting your order.
The latest estimated lead time is shown on each product page.
Some products may be available for prompt dispatch, while others require additional preparation before they can be delivered. The lead time is an estimate and does not necessarily represent a confirmed delivery date.
We will keep you informed and contact you if the expected timing changes significantly.
For parcel deliveries, tracking information or an estimated delivery window will normally be provided once the order has been dispatched.
For arranged large-item or two-person deliveries, Haarfen or the appointed delivery partner will contact you when the order is ready to schedule.
Please make sure the telephone number and email address supplied with your order are correct.
For deliveries that require an appointment, we will work with you to find a suitable date from the options available.
Final availability depends on delivery routes, schedules and the service required. We cannot guarantee every requested date, but we will communicate the available options clearly.
Please tell us as early as possible if you have an important date, limited availability or particular access requirements.
Not necessarily.
Products may have different preparation times or require different delivery services. Where appropriate, we may send items separately so that ready products are not held unnecessarily and each piece receives the correct handling.
We will keep you informed, and Haarfen will remain your point of contact throughout.
Depending on the service, you may be contacted directly by Haarfen or by the delivery partner appointed to complete the delivery.
The delivery partner may arrange a date, provide tracking information or contact you shortly before arrival.
Haarfen remains responsible for coordinating your order and is available if you need help at any stage.
Arranged furniture deliveries will normally be agreed with you in advance. Please contact us or the delivery partner as soon as possible if your plans change.
For parcel deliveries, the carrier may follow its usual missed-delivery process, such as attempting redelivery or directing the parcel to a collection point.
Where a specialist delivery cannot be completed, a further appointment may need to be arranged. We will explain any applicable cost before a new delivery is booked.
Please contact us as soon as possible if you need to change the delivery address.
A change may be possible before the order has entered preparation or dispatch, but it cannot always be accommodated once delivery has been booked.
Changing the address may affect the delivery charge, service availability or lead time. For security, we may also need to verify the request before making the change.
Practical guidance for substantial pieces, room-of-choice delivery and preparing your home.
Selected larger and more substantial pieces are delivered by a specialist two-person team.
Subject to safe and suitable access, the team will carefully carry the furniture into your chosen accessible room rather than leaving it at the property entrance.
The product page or order information will confirm when this service applies.
Not automatically.
Assembly, installation, unpacking and packaging removal are included only where this is specifically stated on the product page or confirmed by Haarfen.
Please contact us before ordering if you need clarification about what is included for a particular piece.
Check both the product dimensions and the complete route from the delivery vehicle to the intended room.
Measure entrances, internal doors, hallways, stairs, landings, lifts and any tight turns. Allow space for packaging and for the delivery team to handle the piece safely.
You can send us photographs or measurements before ordering, and we will help you consider any obvious concerns.
Please tell us about anything that could affect delivery, including:
Providing this information early helps us arrange the most appropriate service and reduce the risk of a failed delivery.
The delivery team must not attempt access that they consider unsafe or likely to damage the product or property.
Where a piece cannot be delivered to the intended room, the available options will depend on the property, the delivery service and whether another safe placement is possible.
Please contact Haarfen so we can discuss the next steps. Where the product is as described and the difficulty results from access or measurements, return, collection or redelivery costs may apply under our Terms of Sale and Returns & Refunds Policy.
What to do when something is not right, including damage, missing items, delays and change-of-mind returns.
Please contact Haarfen as soon as possible and include your order number, a description of the issue and clear photographs of the product, packaging and any visible damage.
Where practical, mention obvious damage to the delivery team before they leave, but do not worry if the issue becomes apparent only after unpacking.
We will review the information, coordinate the next steps and remain your point of contact. You will not be expected to resolve the matter directly with the delivery company alone.
Please contact us as soon as possible with your order number and details of what has arrived or is missing.
Photographs of the product, packaging and labels may help us investigate quickly.
We will check the order and arrange the appropriate next step.
Where practical, check the outer packaging and the visible condition of the product before the delivery team leaves.
For larger deliveries, you may also be asked to confirm that the order has been received. Signing for delivery does not automatically remove your legal rights if a problem is discovered later.
Please report any issue to us as soon as reasonably possible.
Where practical, keep the original packaging until you have inspected the product and are satisfied with it.
Packaging can make it easier to protect an item if a return or collection is needed. However, not retaining the packaging does not automatically remove your statutory rights.
Please contact us before discarding packaging if you have already identified a problem.
Eligible consumers may cancel most online purchases within the applicable cancellation period.
Some products and circumstances may be excluded, and returned items must be handled in accordance with our Returns & Refunds Policy.
Please read the policy and contact us before sending anything back. Large or specialist-delivery products must not be returned without prior arrangement.
Eligible change-of-mind returns requiring specialist collection are subject to a £149 including VAT charge per collection.
Where several eligible products can reasonably be collected together, the charge applies once to that collection.
There is no customer collection charge where the item is faulty, damaged, incorrect or misdescribed and Haarfen is responsible.
Other return costs and conditions are explained in our Returns & Refunds Policy.
We do not currently operate a direct change-of-mind exchange service.
Where a product is eligible for return, you can return it in accordance with our Returns & Refunds Policy and place a separate order for the replacement product.
Please contact us before proceeding, and we will help you understand the most suitable route.
We will contact you if we become aware of a significant delay and provide the latest information available.
Depending on the circumstances and the stage of the order, we will explain the available options and any rights that apply.
Haarfen will remain your point of contact, even where the final delivery is being completed by one of our delivery partners.
Whether you need help choosing a piece, checking measurements, understanding delivery or discussing an existing order, speak directly with Haarfen.