Frequently Asked Questions
The questions we get most often, with straight answers. If yours is not here, email hairstickshaven@gmail.com — we reply within 24 hours, seven days a week.
Ordering and Payment
How do I place an order?
Choose your piece and its variant, then click Buy now to go straight to checkout, or Add to cart to keep browsing. You get a confirmation email as soon as the order goes through.
Can I change or cancel my order?
Email us as early as you can with your order number. If the order has not been dispatched yet, we cancel it and refund you in full. If it has already gone out, our 30-day refund applies — and since you do not have to send anything back, it comes to the same result.
Which payment methods do you accept?
Visa, Mastercard, American Express and PayPal. The exact options available to you are shown at checkout before you pay.
Is my payment secure?
Yes. Checkout runs on Shopify's encrypted payment system, so your card details never pass through our hands and we never see or store them.
Shipping and Delivery
Where do you ship?
To addresses in the United States, including PO boxes and APO/FPO addresses. We do not ship outside the US yet.
How much does shipping cost?
Nothing. Standard shipping is free on every order, with no minimum. At checkout you may also be offered Safe Deliver for $4.90; it is optional, and our damaged and lost-parcel terms apply to your order either way.
How long does delivery take?
Orders arrive within 7 to 15 days of being placed. That is the whole journey, preparation and dispatch included.
How do I track my order?
You receive a tracking number by email once your order is dispatched. If five days pass without it, check your spam folder, then write to us with your order number.
What if my order arrives damaged or never arrives?
Write to us with your order number and, for damage, a photo. If it arrived damaged, or tracking has not moved for 14 days, or the delivery window has passed with nothing delivered, you get a replacement or a full refund — your choice. You never have to send anything back.
The Pieces
What are they made of?
It depends on the piece. The antique pieces are mostly metal alloy in aged silver, gold or blackened steel. Others are wood, resin, glass, crystal or beadwork, and a few lantern pieces carry a small LED. Each product page lists the material for that specific piece.
Are they suitable for sensitive skin or metal allergies?
We cannot guarantee the exact alloy composition of every piece. If you have a metal allergy, email us before ordering and we will tell you what we know about the piece you have in mind.
How do I wear a hair stick?
Gather your hair, twist it upward until it coils on itself, fold the coil flat against your head, then pass the point through the outer edge of the coil, under its base and out the other side. The shaft has to cross under a section of your own hair — that is what locks it. Our complete guide to wearing hair sticks walks through it step by step.
Will it work with my hair?
Thick and long hair is exactly what the method was built for. Fine hair holds better with two pins crossed through a single bun. Silky or freshly washed hair needs a slightly tighter twist.
How do I look after my piece?
Keep it dry, keep it away from perfume and hairspray, and wipe it with a soft dry cloth after wearing. Store it somewhere dry when you are not using it.
Is it safe to wear?
A hair pin is a rigid object sitting at the back of your head. Please take it out for contact sports, rough play, or anything where you could fall backwards onto a hard surface.
Refunds
What if I do not like my piece?
You have 30 days from delivery to ask for a refund, for any reason. Email us with your order number and we refund you. You keep the piece — there is nothing to send back. Full details are in our Refund Policy.
How long does a refund take?
Once we confirm it, the refund goes to your original payment method within 5 business days. Your bank may need another 3 to 7 business days to show it.
What if I received the wrong piece?
Send us a photo and your order number within 14 days of delivery. We ship the correct piece at no cost, and you keep the one that arrived by mistake.
Do you do exchanges?
No. Ask for a refund on the piece you have and order the one you want — your new piece ships straight away instead of waiting on paperwork.
Everything Else
Do you offer gift wrapping?
Not yet. If you are sending a piece as a gift, use the recipient's address at checkout.
Can I request a piece you do not stock?
Yes, describe it to us. A good part of the catalogue got here because someone asked.
Do you work with shops, creators or wholesale buyers?
Write to us with who you are, a link to your work and what you have in mind. We read every proposal.
How do I hear about new pieces?
Sign up to our email list on the homepage. You will be the first to know when new pieces land, and you will get offers we only send by email.
How do I contact you?
By email at hairstickshaven@gmail.com, or through our contact page. We reply within 24 hours, seven days a week.