All orders within the UK (including Northern Ireland) over £25 qualify for free standard delivery. UK orders below £25 are charged £2.50 for delivery.
We aim to despatch standard delivery orders within 24 hours of receiving your order (please allow longer over weekends and Bank Holidays) and we advise you to allow a further 3-5 days from despatch to delivery. Standard delivery orders are sent by Royal Mail Delivery service. Large items may be sent by courier and we will contact you if this is the case. If you haven't received your order please allow 7 working days before contacting us.
UK Next Day Delivery
If you would like your order sooner, please place your order before 11am and opt for Next Day delivery at a cost of £4.95. This is available for UK (including NI) only. Any Next Day delivery orders placed after 11am Monday to Friday will take an additional day to arrive. We do not offer a weekend delivery and so Next Day delivery orders placed after 11am on a Friday, or on a Saturday will arrive the following Tuesday. A signature will be required for Next Day delivery orders.
We hope you'll be delighted with your order, but we understand that sometimes you may wish to return items to us.
If you change your mind about our products purchased online you can return your order for any reason within 14 days of receipt for an exchange or refund. Please follow the simple steps below:
1) Fill in the returns form included in your parcel noting your order number and whether you would like an exchange or refund. There is no need to call us.
2) Return the product(s) to us in perfect condition (unused and in their original packaging). Send your parcel to:
Heaven at Home
Unit 20-22 Romford Shopping Hall
43 Market Place
Please note that goods are returned at your own cost and the delivery charge for the original order is non-refundable. Please make sure that products are returned complete, unused, and in their original packaging as we cannot accept items for a refund or exchange if they are not in perfect re-saleable condition.
In the unlikely event that you receive damaged or faulty goods we will replace them or refund in full (including the original postage charge). Please follow the simple steps below:
1) Please call us on 07885 704983 or email firstname.lastname@example.org within 7 days of receiving your order to obtain a Returns Authorisation Number and instructions for how to return the goods to us
2) Complete the returns form included in your parcel
Faulty or damaged goods cannot be accepted without a Returns Authorisation Number and must be returned within 14 days of receiving your order.
We strongly recommend that you obtain a certificate of posting when you return any parcel and these are available free at the Post Office. You will be responsible for the returned products until they reach us.
We will email to confirm when your refund or exchange has been processed.
Please note that we can only accept return of goods at the above address with a valid online order number.
When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.
All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.