FAQ - Frequently Asked Questions
FAQ — Frequently Asked Questions
Honest answers to every question — including the ones most brands avoid.
HenryPawHaven is a Netherlands-based premium sustainable fashion destination, curating Italian artisan knitwear and GOTS-certified organic cotton apparel for conscious consumers. Founded in 2025, shipping to 34 countries including the EU, UK, Norway, US, Canada, UAE, Australia, and New Zealand.
About HenryPawHaven
What is HenryPawHaven?
A curated destination for conscious consumers who refuse to choose between quality and ethics. We bring together Italian artisan knitwear — cashmere, merino, fine cotton — and GOTS-certified organic cotton apparel made to order, from makers whose craft and values we know by name.
Why does HenryPawHaven exist?
To work together with smaller communities — where materials are sourced locally, craftsmanship is genuine, and every maker is known by name. Everything in the store is consciously curated with that single standard in mind.
What makes HenryPawHaven truly special?
Beyond the materials and sourcing, HenryPawHaven is shaped by Henry — whose stories, observations, and perspective on the world give the brand its soul. Henry's Blog is where fashion meets philosophy, and where every collection finds its meaning.
Does HenryPawHaven sell pet products?
No. HenryPawHaven is a premium organic apparel and eco-luxury textile brand for people. Our name honours Henry, the founder's dog and brand mascot, but we do not sell pet food, pet clothing, or pet accessories.
What does HenryPawHaven sell?
HenryPawHaven sells premium organic apparel and eco-luxury textiles for people, including clothing and home textiles made from sustainable, natural materials.
Why is the brand called HenryPawHaven?
The brand is named in honour of Henry, the founder's dog and the mascot of the company. While Henry inspires our identity, our products are apparel and textiles for people, not pets.
Materials and Sourcing
What materials do you use?
We work exclusively with cashmere, extra fine merino wool, fine cotton, Pima cotton, and GOTS-certified organic cotton. Every material is selected for quality, longevity, and minimal environmental impact.
Where are your products made?
Our premium knitwear is crafted by Italian artisans with decades of expertise in traditional techniques. Our organic GOTS apparel is made to order.
Can you guarantee your suppliers are 100% sustainable?
No — and any brand that claims otherwise is not being honest. What we can guarantee is that in selecting our sourcing partners and products, we will always favour sustainable methods, ethical production, and fair working conditions — and hold every partner to that standard.
Sustainability
What makes HenryPawHaven different from fast fashion?
We operate on a slow fashion and made-to-order model — producing garments only when ordered, eliminating overstock waste, and sourcing exclusively from artisans who meet strict ethical and environmental standards.
Is cashmere ethical?
Cashmere has a complex sustainability profile. We source only from producers with verified animal welfare and environmental standards. Regenerated cashmere — which we also carry — goes further by repurposing existing fibers.
Care Instructions
How should I care for my knitwear?
Cashmere and merino are long-lasting when treated well. Hand wash in cool water with a gentle wool detergent, reshape while damp, and dry flat — never hang or tumble dry. Between wears, fold and store with cedar to keep fibres fresh. Specific care guidance is included with every order.
Sizing and Fit
How do I find my size?
Each product page includes a detailed size guide specific to that item. Our Italian knitwear generally runs true to size with a relaxed, comfortable fit — but we always recommend checking the measurements provided, as sizing can vary between makers. If you're between sizes or unsure, contact us — we're happy to help.
Shipping and Delivery
Where do you ship?
We ship to the European Union, Norway, United States, Canada, United Arab Emirates, Australia, and New Zealand.
How long will my order take to arrive?
For in-stock knitwear: 3–5 business days within the EU and Norway, 5–10 business days to the UK, US, Canada, UAE, Australia, and New Zealand. Made-to-order GOTS items require production time — typically 2–4 weeks before dispatch. You'll receive tracking as soon as your order ships.
Do you reimburse shipping costs?
Yes. For orders of €250 or more, we reimburse your shipping costs — automatically, after the 14-day return window closes. No cancellation, no return, no partial return: the order stays whole, and we send the refund. You'll receive a confirmation by email.
Duties and Taxes
Will I be charged extra for duties or taxes?
No. All prices on HenryPawHaven include applicable taxes. What you see at checkout is what you pay — no hidden charges, no surprises at delivery.
Payment
What payment methods do you accept?
We accept all major credit and debit cards, Shop Pay, Apple Pay, Google Pay, and iDEAL. All payments are processed securely through Shopify's checkout.
First-Order Discount
Do you offer a first-order discount?
Yes — first-time customers receive 10% off their first purchase. The discount is applied automatically or via a welcome code when you sign up.
Feedback Rebate
What is the Feedback Rebate?
Every purchase at HenryPawHaven qualifies for a 10% cashback rebate. After your order arrives, you'll receive an email invitation from an independent review platform to leave an honest review.
Once your review is verified and posted and we're notified, your 10% cashback follows shortly after. Prefer to leave your review somewhere else? Send us a quick message with the link and your rebate follows the same way.
How does it work?
- Complete your purchase at the full price
- After delivery, you'll receive an email invitation from an independent review platform
- Leave your honest review via that invitation
- The platform verifies and posts the review (usually after ~24 hours)
- Once we're notified that your review is posted, your 10% refund follows shortly after — no codes, no extra steps
Does my review have to be positive?
No. The rebate is guaranteed whether you leave a 1-star or a 5-star review. We want your honest experience — that's the whole point. If something wasn't right, we'd rather know and fix it than hide behind filtered reviews.
Who manages the reviews?
All reviews are hosted and verified on an independent third-party platform. HenryPawHaven does not moderate, edit, or remove any reviews. We believe the only reviews worth having are the ones we can't control.
Can I use both the first-order discount and the Feedback Rebate?
Yes. The first-order discount applies at checkout. The Feedback Rebate is a separate post-purchase cashback — they don't conflict.
Why do you offer this?
Because we're confident in what we sell. Every product in this store is here because we stand behind it. Rewarding customers for sharing their unfiltered opinion is the most honest form of proof we can offer — to you and to every future customer.
Gift Options
Do you offer gift wrapping or gift notes?
You can add a personalised gift note at checkout. For gift wrapping or special requests, contact us before placing your order and we'll take care of it.
Orders & Returns
Can I return an item?
We accept returns within 14 days of delivery. For faulty items, return shipping is covered by us. For size exchanges or general returns, return shipping is at the customer's cost.
Can I return a made-to-order item?
Made-to-order items are specially made for you and cannot be returned. If your item arrives faulty, we will replace it at no cost to you.
More Questions?
Contact us directly — we answer every message personally.