Every order is prepared exclusively for you — here's everything you need to know before and after purchase.
At RAW HAVEN, every order is prepared exclusively for you. We operate on a pre-order basis, allowing us to source, inspect and quality-check every order before it leaves us. This ensures you receive authentic, luxury-quality raw Vietnamese hair without compromising on our standards.
As each order is prepared specifically for you, please allow the following processing times before dispatch.
Business days exclude weekends and UK public holidays.
If your order contains multiple items with different processing times, your entire order will be dispatched together once all items are ready.
Processing and delivery times are separate. Delivery estimates begin once your order has been dispatched.
All UK orders are sent using a tracked delivery service. Available delivery options and rates will be displayed at checkout.
Once dispatched, you will receive a shipping confirmation email containing your tracking information.
Please note that selecting Next Day Delivery does not shorten the processing time of your order. The next-day delivery timeframe begins once your order has been dispatched.
RAW HAVEN currently ships to the USA, Canada and selected European destinations. Available international shipping options and rates will be displayed at checkout based on your destination.
International delivery times vary depending on the destination, courier service and customs clearance.
International orders may be subject to customs duties, import taxes, VAT or other charges imposed by the destination country. These charges are determined by the relevant customs authorities and are the responsibility of the customer, unless stated otherwise at checkout.
RAW HAVEN does not control these charges and is not responsible for delays caused by customs clearance. We recommend checking your country's import requirements before placing your order.
Once your order has been dispatched, you will receive your tracking information by email. Please allow some time for tracking details to update after dispatch. For international orders, tracking may temporarily pause while a parcel is travelling between countries or undergoing customs clearance.
We always aim to meet our estimated processing and delivery timeframes; however, all delivery estimates are provided as guidance and cannot be guaranteed. Delays may occasionally occur due to circumstances outside of our reasonable control, including:
Where possible, we will keep affected customers informed.
Customers are responsible for ensuring that all shipping information provided at checkout is complete and accurate. Please carefully check your name, delivery address, postcode or ZIP code and contact information before completing your purchase.
If you notice an error after placing your order, please contact us as soon as possible. We will try to assist; however, amendments cannot be guaranteed once processing has begun or an order has been dispatched.
If a parcel is returned due to incorrect or incomplete information supplied by the customer, an additional shipping fee may be required before it can be resent.
If you believe your parcel has been lost in transit, please contact us with your full name and order number. Where appropriate, we will raise an investigation with the courier.
If tracking shows your parcel as delivered but you cannot locate it, please check your property, designated safe place, household members, neighbours where appropriate, and any delivery photograph or information provided by the courier before contacting us.
Where a parcel is confirmed as lost, the matter will be handled in accordance with the courier's investigation process and your applicable statutory rights.
If a parcel is returned to RAW HAVEN because delivery could not be completed, we will contact you once it has been received back. This may occur due to an incorrect or incomplete address, failed delivery attempts or failure to collect the parcel. Where redelivery is required for reasons attributable to the customer, an additional shipping fee may apply.
If you require your hair for an appointment, holiday, birthday, wedding or other special occasion, we strongly recommend ordering well in advance. Please consider both the applicable processing and delivery timeframes when placing your order. We cannot guarantee arrival by a particular date where delays occur outside of our reasonable control.
By placing an order with RAW HAVEN, you confirm that you have read, understood and agreed to the terms outlined in this Shipping & Processing Policy. We encourage all customers to review the processing and delivery information carefully before completing their purchase.
Questions about processing, shipping or tracking?
Email us at info@rawhaven.co.uk with your full name and order number.
At RAW HAVEN, every order is carefully prepared, inspected and quality-checked before dispatch to ensure it meets our high standards. Due to the nature of our products and the way each order is prepared, please ensure you are completely satisfied with your selections before completing your purchase.
All sales are final. RAW HAVEN does not offer returns, exchanges or refunds for change of mind, incorrect selections or unwanted items.
Please carefully check your texture, length, lace option and any additional services before placing your order. Once processing or production has begun, we cannot guarantee cancellations, amendments or changes to your order.
This policy does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.
Due to the hygienic nature of hair extensions and lace products, strict hygiene standards apply. We are unable to accept change-of-mind returns or exchanges for products that have been:
Please inspect your order carefully before opening, installing or altering the hair.
Every order is inspected before dispatch. However, if you believe you have received a damaged, faulty or incorrect item, please contact us within 48 hrs at info@rawhaven.co.uk.
Please include your full name, order number, a clear description of the issue and supporting photographs or videos.
The product should not be installed, washed, cut, coloured, bleached, chemically treated or otherwise altered while the matter is being reviewed, where reasonably possible. Submitting a claim does not automatically entitle the customer to a refund or replacement. Each claim will be assessed based on the circumstances and condition of the product, in accordance with applicable consumer law.
Products should not be returned to RAW HAVEN without prior authorisation. Where a return is required following our assessment of an eligible issue, return instructions will be provided directly to the customer. Unauthorised returns will not be accepted.
Any eligible resolution will be handled in accordance with the circumstances of the order and applicable consumer law.
By placing an order with RAW HAVEN, you confirm that you have read and understood this Returns & Refund Policy. Nothing within this policy is intended to limit your statutory rights under applicable consumer law.
For any concerns regarding your order, please contact us.
Include your full name and order number with your enquiry.