Contact information
1. Customer service
For questions about Products, orders, payments, delivery, collections, returns, refunds or complaints, contact:
When contacting us about an existing order, please include:
- your full name
- order number
- delivery postcode
- a clear explanation of your enquiry; and
- any relevant photographs, videos or documents.
Providing this information will help us locate the order and respond accurately.
2. Order and Product enquiries
Contact care@haarfen.com for assistance with:
- Product information
- dimensions, materials and finishes
- availability and estimated lead times
- delivery options
- access requirements
- quotations
- payment enquiries
- order amendments
- cancellation requests; and
- pre-order questions.
Availability and delivery estimates may depend on confirmation from the relevant supplier or delivery provider.
3. Delivery and collection enquiries
Contact care@haarfen.com regarding:
- delivery updates
- delivery scheduling
- access restrictions
- stairs, lifts or parking
- room-of-choice delivery
- specialist delivery
- failed delivery attempts
- return collections
- damaged packaging; or
- missing or incorrect Products.
Please tell us before delivery about any access issue that could affect safe delivery, including:
- narrow doors or corridors
- restricted parking
- stairs
- unavailable lifts
- low ceilings
- weight restrictions
- difficult access roads; or
- any other material restriction.
Delivery enquiries may be passed to the relevant supplier, warehouse, courier or specialist delivery partner where necessary.
4. Returns, refunds and Product problems
Before returning any Product, contact:
Please include:
- your order number
- the Product concerned
- the reason for the return
- photographs or video where the Product is damaged or faulty; and
- your preferred contact details.
Haarfen will provide the correct return instructions and, where applicable, the authorised return address or collection arrangements.
Do not return Products to Haarfen's registered office unless we have expressly instructed you to do so.
Products may need to be returned to a supplier, warehouse, fulfilment provider or specialist returns location.
Unapproved returns sent to the wrong address may be refused and may cause delay or additional cost.
Returns and refunds are governed by Haarfen's Returns and Refunds Policy and Terms and Conditions of Sale.
5. Complaints
Send complaints to care@haarfen.com and include your name, order number, a clear description of the issue and relevant evidence.
Haarfen will investigate and provide a reasoned written response within a reasonable period.
An unresolved complaint may be escalated for review by a director or senior decision-maker not responsible for the original response.
The final response will explain the decision, any remedy offered, outstanding action, available independent advice and any complaint-resolution arrangement in which Haarfen is required to participate.
Haarfen may agree to voluntary mediation or alternative dispute resolution for a particular dispute but does not promise to participate in every process unless legally or contractually required.
The complaints process does not delay statutory refunds, cancellation rights or legal limitation periods.
6. Privacy and personal information
For privacy enquiries or to exercise a data-protection right, contact:
This includes requests concerning:
- access to personal information
- correction of inaccurate information
- deletion
- restriction
- data portability
- objection to processing
- withdrawal of consent
- marketing preferences
- cookies
- automated decisions; or
- a data-protection complaint.
Please provide sufficient information to help us identify the relevant records.
Haarfen may require proportionate evidence of identity or authority before disclosing or changing personal information.
Further information is available in Haarfen's Privacy Policy and Cookie Policy.
7. Marketing preferences
To unsubscribe from marketing:
- use the unsubscribe link in a marketing email
- follow the opt-out instructions in an SMS
- reply STOP to an eligible SMS or WhatsApp message; or
- email privacy@haarfen.com.
Marketing preferences are separate from essential communications about orders, payments, deliveries, security, returns or customer-service matters.
8. Telephone calls
Customer-service calls may be documented in written notes.
Where call recording is enabled, Haarfen will provide an appropriate notice at or before recording. Not every call is necessarily recorded.
Recordings, where made, may be used for evidence, quality, training, fraud prevention, safety, dispute handling and compliance in accordance with the Privacy Policy.
9. Written correspondence
Written correspondence may be sent to:
This is Haarfen's registered office and legal correspondence address.
It is not:
- a retail shop
- a showroom
- a customer-service counter
- a collection point; or
- a general returns address.
Visitors are not accepted without prior written agreement.
10. Company information
11. Relevant policies
The principal public documents are the Terms and Conditions of Sale, Delivery Information Policy, Returns and Refunds Policy, Website Terms of Use, Privacy Policy, Cookie Policy, Reviews Policy and Legal Notice.
For Product orders, the hierarchy is mandatory law; order-specific written terms agreed before Order Acceptance; Product-page and checkout information; Terms and Conditions of Sale; Delivery and Returns Policies for their subjects; Website Terms for Website use; and FAQs or Shipping & Delivery guidance.
The Privacy Policy, Cookie Policy, Legal Notice and this Contact Information document are notices and disclosures and do not vary the sales contract.