Havenly Customer Service — Expert Guide for Customers and Agents

Overview and contact channels

Havenly is an online interior-design platform founded in 2014 and headquartered in Denver, CO. The primary public web portal for customer help is the company site, https://havenly.com, which links to the Help Center and the in-app messaging system. Customers most often initiate support through the in-app chat or the Help/Support pages; phone support is uncommon for standard accounts and is typically reserved for enterprise or trade partners.

From a customer-service standpoint, expect a multi-channel experience: in-app messages to your assigned designer, a centralized Help Center for account/order questions, and direct order links that route product-specific issues back to the retail vendor. If you need documentation, capture order numbers, timestamps, screenshots and any designer messages — that information reduces resolution time by 50–70% in practice for online platforms of this type.

How customer support workflows typically operate

When a customer opens a ticket or uses the in-app chat, the first-line goal is triage: determine whether the issue is design-related (revisions, scope, style) or commerce-related (item not received, damaged item, incorrect SKU). In marketplaces like Havenly’s model, commerce problems often require coordination with third-party suppliers (West Elm, Target, etc.), so the support team acts as a coordinator. Typical resolution flows for design requests: designer match within 24–72 hours, first concept delivery in 3–7 business days, and final room deliverables within 2–4 weeks for a standard single-room package — times vary by package complexity and seasonal load.

Support teams use standard service-level targets: initial acknowledgement within 24 hours, substantive reply within 48–72 hours, and a recorded ticket escalation path for unresolved items after 7–14 days. For customers, that means persistent follow-up every 72 hours until you get a milestone update; for agents, it means documenting each touch so the next agent can pick up without losing context. Always request a ticket number or conversation ID and note the assigned designer’s name and timestamp for traceability.

Pricing, refunds, returns and vendor responsibilities

Havenly’s model combines flat-fee design services with retail purchases arranged through curated shopping carts. Design packages (as seen across similar services) typically range from a low-cost “mini” offering around $75–$150 to full-room services from $150–$600, while curated or premium options and partnerships for larger projects can run into the thousands. Product purchases generated from a designer’s shopping list are billed and returned under each retailer’s standard policies, not the design platform’s—this is a crucial distinction when you request refunds or exchanges.

When filing refunds, start by checking the specific vendor invoice and warranty: many mass-market brands offer 30–90 day return windows and separate damaged-item procedures. For issues that originate from the design service (e.g., incorrect plan, misrepresentation, or non-delivery of promised deliverables), request a partial refund or credit for future services and document unmet deliverables against the original scope document. If an amount is disputed, ask for an itemized invoice and timeline; mediators and credit-card chargeback processes typically require this documentation for disputes over $50–$500.

Escalation paths and dispute resolution

Start escalation with the designer, then the platform’s customer support team, and finally the platform’s escalation manager or consumer resolutions group. Most platforms keep an escalation tier for unresolved issues after 7–14 days; if your issue remains unresolved, escalate in writing using the Help Center contact form, include reference numbers and a concise chronology, and request a specific remedy and timeline (e.g., “refund $X, return instructions by date Y”).

If a resolution still isn’t reached, use your payment provider’s dispute process (credit card, PayPal) as a last resort; these processes generally require proof that you attempted resolution with the merchant first. For business accounts or high-value projects ($2,000+), request written SLAs up front and include cancellation, refund and delivery terms in any agreement to avoid later ambiguity.

Practical tips to get the fastest, best outcome

• When opening a ticket, provide: order number, designer name, screenshots of the issue, invoice or cart URL, and a one-sentence desired outcome (refund, replacement, design revision). This reduces back-and-forth and cuts resolution time materially.
• Use the in-app chat for design clarifications and the Help Center for order/commerce issues. If an item is damaged on delivery, photograph the packaging and product within 48 hours and request a vendor RMA. If unsatisfied with a designer’s deliverables, request a revision round and reference the style guide or pinned inspirations used in your project.
• Keep records for 90 days: messages, invoices, tracking numbers, and return labels. Many disputes are resolved by referencing these logs; agents should store conversation IDs and escalate after two failed attempts to resolve within the stated SLA window.

Final considerations for agents and serious customers

For support agents, maintain a documented checklist per ticket: identify issue type, confirm ownership (designer vs. vendor), propose remedy, set a target date, and confirm customer acceptance. For customers undertaking larger projects, negotiate clear deliverables, milestones, and refund terms before payment to avoid ambiguity when expectations differ. Professional projects benefit from a simple contract that lists timelines, revision counts, procurement responsibilities and cancellation fees.

For additional official resources and up-to-date contact methods, always consult the company website at https://havenly.com and the platform’s Help Center linked there. If you need a sample escalation email or a template for dispute documentation, I can draft one tailored to your specific order number and problem scenario.

Can I cancel Havenly?

If an item has already shipped or is very close to shipping, it might not be possible to cancel it. In this case, we’ll be happy to facilitate a return once you’ve received an item. Return shipping fees may apply. For this reason, we recommend requesting a cancelation as soon as you know you wish to cancel an item!

Can I refund an online purchase?

Getting a Refund (or Chargeback for Credit Card Purchases)
You must send the items back to the merchant in the same condition you received them in. The merchant must pay the cost of returning them.

Where is Havenly headquartered?

Denver, CO
Havenly is headquartered in Denver, CO.

How do I refund my online order?

Prior to buying a product, you can go to the product’s detail page to find relevant return information. If you’ve already bought the product, visit the ‘Order history’ page in your Microsoft account to locate the item. You’ll see ‘Request a return’ next to the product if it’s eligible for return.

Is working for Havenly worth it?

Ratings distribution
Havenly has an employee rating of 2.6 out of 5 stars, based on 261 company reviews on Glassdoor which indicates that most employees have an average working experience there. The Havenly employee rating is 28% below average for employers within the Personal Consumer Services industry (3.6 stars).

How to get a refund from Havenly?

If you’d like to return an item for any other reason, please contact our support team within 30 days of delivery. Kindly keep the original packaging and disassemble the item if it arrived disassembled. Refunds & Shipping: Refunds will be issued as either store credit or a refund to your original payment method.