FAQ

How can I track my package?  

After placing your order you will receive an order confirmation via email. Your order will be packaged and sent out as soon as possible. As soon as it has been picked up by the postal service we will activate your parcel number, after which you will receive another email that includes the tracking link. If you do not receive a tracking link, please send an email to info@havaartwork.com and include your order number. Please name your email 'Missing track&trace' for faster processing. We will send you the missing tracking link as soon as possible. Through the link to this Deutsche Post webiste you can see exactly where your parcel is by using your unique 18-digit/letter parcel number. You can request this number by sending us an email: info@havaartwork.com.  

I did not receive an order confirmation email?  

If you have placed an order with HAVA Artwork but not received an order confirmation email then you have probably provided us with the wrong email address. Please contact us using the contact form or email us at info@havaartwork.com and we will update your order information so you can receive your order confirmation properly.  

What if I regret my purchase?  

Contact us as soon as possible through our Contact form or send an email to info@havaartwork.com. If we have not yet packed your order we can fully refund it immediately. If the goods have already been packed and sent you will have to receive them first and send them back to us as a return, see below.  

What happens if I do not collect my parcel?  

For goods that are returned to us because the customer has not collected the goods or has refused to accept the delivery, we charge a fee of 25€ to cover our packaging fee and costs of return shipping.  

The acrylic glass is blurred. How is that possible?  

The acrylic glass in our frames is protected by plastic film on both sides, don't forget to remove it before using. We use this foil to protect the acrylic glass during storage and transit.  

May I return frames and request a refund when I've unpacked it?  

No, after they have been taken out of the original factory packaging you cannot return it. We only accept products that are in their original state. When the frames are still in their original factory packaging and you'd like to return them, please read the information below in the "How do I make a return?" section. As soon as we receive the products, we will refund them. In case of factory damage, transport damage or any other form of damage, please send us a claim on info@havaartwork.com. In case damage is only visible after items have been unpackaged other rules apply. Take pictures of the damage and include them in your claim email. In case of transport damage, please also include pictures of the box/tube in which you've received your products.   

What if my package and products were damaged upon arrival?  

If your package and products were damaged upon arrival contact us as soon as possible with pictures both of the damaged package and the damaged goods. You can do this through the contact form or by sending us an email on info@havaartwork.com. As soon as we receive the pictures of the damaged package and products, upon acceptance of the faults we will send you a new package and arrange for the damaged goods to be returned to us.  

Can I exchange a product?  

If you would like to exchange your received products for something else, it is processed like a regular return. The products that will be returned must be in original packaging and condition (for more information see Right of withdrawal). We will refund you as soon as we receive the products. You can then make a new purchase in our web shop.  

In the event that products are returned to us due to customers failing to pick up their package or refused to accept the delivery, we charge a 25€ fee. This covers shipping to and from you, as well as handling and restocking of products.