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Haven Delivery Protection

Haven Delivery Protection

Haven Delivery Protection is an optional delivery protection service offered and managed by Hoodie Haven. It helps us resolve eligible delivery issues such as loss, theft, or damage in transit more quickly.

Haven Delivery Protection is not shipping insurance, an insurance policy, or a product underwritten by an insurer. Claims are reviewed directly by Hoodie Haven under these terms.

What Haven Delivery Protection Covers

  • Lost parcels: Orders where tracking shows no delivery and no meaningful tracking update for a reasonable period after dispatch.
  • Damaged parcels: Orders that arrive with clear damage caused in transit, supported by photos of the parcel packaging, shipping label, and item.
  • Marked delivered but not received: Orders marked as delivered but reported as not received are reviewed case by case using tracking, delivery scans, delivery photos, carrier evidence, address details, order history, and any information provided by the customer.

What Is Not Covered

  • Incorrect, incomplete, outdated, or inaccessible shipping addresses entered by the customer.
  • Parcels returned to sender due to non-collection, failed delivery attempts, refusal of delivery, or customer address issues.
  • Delivery delays where the parcel is still moving through the carrier network.
  • Change-of-mind returns, sizing choices, product preference issues, or normal returns.
  • Claims made with false, incomplete, misleading, suspicious, or inconsistent information.

Claim Timeframes

  • Damaged in transit: Contact us within 72 hours of delivery with clear photos of the outer packaging, shipping label, and damaged item.
  • Marked delivered but not received: Contact us within 7 days of the delivery scan.
  • Lost in transit: Contact us once the parcel has had no meaningful tracking update for at least 10 business days after dispatch.

How Claims Are Reviewed

Haven Delivery Protection claims are not automatically approved. Each claim is reviewed by Hoodie Haven using the information available, including tracking history, carrier scans, delivery photos, customer details, order history, and any evidence provided by the customer.

We may request additional information before making a decision. This may include photos of the parcel and item, confirmation of the delivery address, written details of the issue, carrier investigation information, or confirmation that the customer has checked with household members, neighbours, reception, mail rooms, parcel lockers, safe delivery areas, and around the delivery address.

A delivered tracking scan does not automatically approve or decline a claim. Hoodie Haven may approve, decline, or request further information depending on the evidence available.

Approved claims may be resolved with a replacement, store credit, or refund depending on the situation, item availability, and order history.

Misuse and Repeat Claims

Hoodie Haven may decline a claim where the information provided is incomplete, inconsistent, misleading, false, suspicious, or outside these terms.

Hoodie Haven may also decline future Haven Delivery Protection purchases, cancel the protection service on future orders, or restrict future claims where there is repeated, excessive, suspicious, abusive, or fraudulent claim activity.

Only one approved Haven Delivery Protection claim may be made per order. If a replacement, refund, or store credit is issued, the claim is considered resolved.

Orders Without Haven Delivery Protection

If Haven Delivery Protection is not selected at checkout, your order will still be handled with care and shipped using our standard process. Delivery issues will be reviewed under our normal support process and any rights that apply under Australian Consumer Law.

Australian Consumer Law

Nothing in these terms limits or excludes any rights you may have under Australian Consumer Law.

Protection Fee

The Haven Delivery Protection fee is optional and is shown at checkout. Once an order has been dispatched, the protection fee is generally non-refundable unless required by law.

Customer Reviews

Overall rating: 4.8 / 5 from 1546 reviews.

Nice length love the full zip for making it easy to put on and it’s warm

Grey Starry Zip Haven

Store owner replied: Thank you, Anthony! The full zip really does make it easy to pop on, and it's great to hear you're enjoying the length and warmth of your Grey Starry Zip Haven.

It’s warm and comfortable a hug il a hoodie

Grey Starry Zip Haven

Store owner replied: A hug in a hoodie is exactly what we hoped for, Ronald! Thanks for sharing, and stay warm in your Grey Starry Zip Haven.

I love it. Nice and cosy. Having a zip is great and I like the deep pockets.

Pastel Pink Starry Zip Haven

Store owner replied: Lovely to hear from you, Lesley! The zip and deep pockets are such handy touches, and we're glad your Pastel Pink Starry Zip Haven feels nice and cosy.

Soooooooo warm and snuggly ❤️

Pastel Pink Starry Zip Haven

Store owner replied: Warm and snuggly is just how a Haven should feel, Lisa! Thank you so much for the lovely review.

this is an excellent product. so cosy and warm. my only problem with it, is it's to long for me, I'm only 5ft. I just have to remember to lift it up a little when walking to save from tripping.

Pastel Pink Starry Zip Haven

Store owner replied: So glad you're finding it cosy and warm, Angela. Our Full Length Havens are 140 cm from shoulder to hem, so on shorter frames they sit close to the floor. Our size guide at hoodiehaven.com/pages/haven-sizing-guide shows how each length sits.

Lovely and warm, although a bit heavy, but I’m sure in the winter it will be just what is needed.

Pastel Pink Starry Zip Haven

Store owner replied: Here's to cosy winter evenings, Carol! We hope your Haven keeps you lovely and warm right through the colder months.

Not tried on yet but looks wonderful for chilly evenings

Pastel Pink Starry Zip Haven

Store owner replied: How exciting, Gill! Chilly evenings are exactly what it's made for, so enjoy wrapping up once you've tried it on.

Brilliant exactly as described, warm as toast now

Baby Blue Starry Zip Haven

Store owner replied: Brilliant news, Dene! 'Warm as toast' is just what we like to hear, and it's good to know your Baby Blue Starry Zip Haven is exactly as described.

love this snuggly longline hoody. very warm.

Starry Haven

Store owner replied: We're delighted you're loving your snuggly Starry Haven, Denise, and that it's keeping you so warm.

lovely and warm. love the zip fastening and deep pockets. it is slightly too long so have to be careful when walking

Pastel Pink Starry Zip Haven

Store owner replied: It's wonderful that the zip fastening and deep pockets are favourites, Lesley. Our Full Length Havens are 140 cm from shoulder to hem, so on shorter frames they sit close to the floor. Our size guide at hoodiehaven.com/pages/haven-sizing-guide shows how each length sits.

Love the product so warm and cosy think I will be ordering a second one soon.

Pastel Pink Starry Zip Haven

It’s lovely and warm, very comfy, just a tad long, because I’m a short person, so once it’s taken up it will be perfect.

Pastel Pink Starry Zip Haven

Too long and too big.

Baby Blue Starry Elegance Haven

Store owner replied: Hi Eva, we’re sorry the fit wasn’t what you expected. Our Full Length Haven is intentionally designed to be oversized and extra long — that’s the key difference with this style. We include the full dimensions on the product page so customers can check the sizing before ordering. If you prefer a shorter fit, one of our standard-length Havens may be a better option.

So love my haven its not to heavy which is good for a 65 yr old mumma. Only thing I'm a bit of a shorty so needs an inch or so taken off. But definitely in love ❤️

Pastel Pink Starry Zip Haven

Customer photo review of Pastel Pink Starry Zip Haven

I thought I couldn’t justify spending so much on. Dressing Gown but I am So glad I did. I’ve also bought one for my neighbour! The pockets are lovely and roomy too! I’m a short round person and my Starry Night fits like a wonderful fluffy sleeping bag. I’d love another one as a “spare”! Well worth the cost. 💝

Pastel Pink Starry Zip Haven

My daughters love their hoodie haven. I have purchased 2 a grey and pink and they are beautiful, warm, cosy and even light up at night with the star decoration. Definitely a must for the winter. ❤️❤️

Grey Starry Zip Haven

lovely and soft fits just right will certainly keep me warm in the winter.

Pastel Pink Starry Zip Haven

Love love love it. Did not realise the stars glow in the dark. It’s quite big wish I could have ordered a small size but still happy. Please make this particular hoodie in children’s sizes. My granddaughters want one too.

Pastel Pink Starry Zip Haven

I am very pleased with my hoodie. It's very warm. Just a bit longer than I need and I am not short so I have to be careful not to trip over. It looks just like the picture and seems to be well made.

Pastel Pink Starry Zip Haven

Love them great fit and nice and long and VERY VERY VERY warm ❤️❤️❤️❤️

Pastel Pink Starry Zip Haven

Lovely & soft quality, I’m only 5’4 it’s to long it drags on the floor. So will regift it to someone taller. It’s lovely how generous on the size but too generous in my opinion

Baby Blue Starry Zip Haven

Really lovely & soft, pattern is cute. Sizing is Very very large, I’m a size 14, it’s so wide you can fit 2 people in it.

Polar Bear Haven

Would be perfect if it didn't have glow in the dark stars on it. Love the zipper. Add plain colours please.

Grey Starry Zip Haven

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Pastel Pink Starry Zip Haven

Store owner replied: Thank you for the five stars, Donna! We really appreciate you choosing our pink Starry Zip Haven.

There grest

Baby Blue Starry Elegance Haven

Store owner replied: Great to hear the baby blue Haven is a hit, Mike! Enjoy wrapping up in it, and thank you for letting us know.