Returns & Refunds — Aesthetic Haven

Because we curate gifts — many of them perishable, personalised, or gift-wrapped to order — we cannot accept general returns. We do, however, stand fully behind the quality of every item we deliver.

Damaged, incorrect or wrong-variant items

If your gift arrives damaged, defective, is not what was ordered, or is the wrong variant (e.g. wrong size, colour or type from what you selected at checkout), please contact us within 24 hours of delivery with:

Your order number
A short description of the issue
One or two clear photos of the item and packaging

We'll review and respond within 1 business day. Where the issue is on us, we will replace the item at no extra cost or, if a replacement isn't possible, refund the affected portion of your order.

Order changes & cancellations

Need to change a delivery address, recipient name, gift message or cancel an order? Reach out as soon as possible. We can usually accommodate changes before the order is handed to the courier. Once the courier has picked up the order, changes may not be possible.

Reservations and unpaid orders

When you choose Direct Bank Deposit or pickup with Cash on Delivery (COD), we reserve the items in your order while we wait for payment. If a bank deposit isn't submitted and verified within the reservation window, the reservation expires automatically and your stock is released back to inventory — no charges apply because we never received payment. You can re-order if the items are still available.

Rejected or discrepant payments

If a Direct Bank Deposit submission is rejected (for example we cannot locate the deposit) or flagged as a discrepancy (the amount received differs from the order total), we'll contact you on WhatsApp to resolve it. Rejected submissions release your reservation and the order is cancelled; if you've already deposited funds, we'll arrange to return them to your bank account once verified.

Pickup-COD no-shows

COD is only available on in-store pickup orders. If you don't collect and pay for a pickup-COD order within the reservation window, the reservation expires and the items are released back to stock. Because no payment was collected, there is nothing to refund — but repeated no-shows may affect your eligibility for COD on future orders.

Refused or undeliverable orders

If an order is refused at delivery or cannot be delivered after repeated attempts (incorrect address, recipient unreachable, etc.), we will hold the gift for a short period and contact you. Refunds in these cases are handled on a case-by-case basis and may be reduced by any courier or restocking fees incurred.

Refund timing

Approved refunds are issued back to the original payment method:

MMG: typically returned to your MMG account within 3–5 business days.
Direct Bank Deposit: returned via bank transfer to the account the deposit was made from, usually within 5–7 business days after we receive your bank details.
Cash on Delivery (pickup): if the order was paid in cash at pickup and a refund is approved, refunds are issued via MMG or bank transfer (your choice), within 3–7 business days.

How to reach us

The fastest way is WhatsApp at +592 660-8869. You can also email shaniakimberlymarques@gmail.com.