Refund policy
At Hallow Haven, every book is made and sent with care, and your experience matters to us just as much as the words on the page. If something isn't right with your order, please know that we're here for you and genuinely want to make it right.
Reach Out to Us First
The very best place to start is a simple email. If you have any concern at all about your order, please write to us at support@hallowhaven.com before anything else. We read and review every message personally, and most situations are resolved quickly and kindly once we understand what happened. You're not dealing with an automated system here. You're talking to real people who care.
Our 30-Day Window
You have 30 days from the day your order is placed to reach out about a return or any concern with your purchase. As long as you contact us within that window at support@hallowhaven.com, we'll review your request and work with you toward a fair resolution.
How We'll Help
So we can take care of you as smoothly as possible, it helps to include a few details in your first email:
- Your order number
- The name on the order
- A short description of what went wrong
- A photo or two, if your book arrived damaged or you received the wrong item
We do our best to reply within 1–2 business days, and we'll walk with you from there.
If Your Order Arrives Damaged or Incorrect
We hold our books to a high standard, but if yours arrives damaged, defective, or it simply isn't the book you ordered, we will absolutely take care of you. Just reach out within the 30-day window with a quick photo, and we'll review it and arrange a replacement or another fitting solution. This is exactly the kind of thing we're glad to fix.
Changed Your Mind?
Because our books are physical products that ship directly to your door, we're usually unable to take them back once they've left us. We know that can be disappointing, so if you're having second thoughts or something feels off, please don't hesitate to write to us anyway. We look at every situation on its own and will always try to find a fair and caring way forward.
About Refunds
When a refund is the right outcome, we're happy to provide one. Refunds are reviewed individually and, once approved, returned to your original payment method. Depending on your bank or card provider, it may take a few business days to appear. That part is simply out of our hands, but rest assured the refund is on its way.
A Few Things to Keep in Mind
To keep things fair and clear for everyone, there are a few situations where we may not be able to offer a refund or replacement. These include when an address was entered incorrectly at checkout, when tracking shows a package was delivered, or when a request comes in outside our 30-day window. Even then, we'd still encourage you to reach out. We'd much rather hear from you and see what we can do than leave you without an answer.
Cancellations
Because orders ship almost immediately after they're placed, we're able to offer a 1-hour cancellation window. You can find the full details in our Shipping Policy.
We're Here for You
Above all, we want you to feel cared for. If anything about your order ever feels less than right, please reach out to us at support@hallowhaven.com. We'll do everything we reasonably can to make it right.