About Us & FAQs
Q: I am confused about who is managing the Seaside Squad online shop – please can you explain?
Although you will be able to access the Seaside Squad online store via a tile on the Haven website, the site itself is operated by ted, part of RWS Global, Haven's Seaside Squad supplier. The online store and the physical stores on park operate as independent channels and therefore you can only return items to the same channel from which they are purchased. ted, part of RWS Global are Haven's sole supplier of Seaside Squad merchandise and the products sold online are the same as those purchased on park.
Q: I am confused about who will manage the orders and fulfil and dispatch the stock?
ted, part of RWS Global will receive all orders and payment and will dispatch the goods. They will also deal with any guest queries or complaints using the ‘Contact Us’ section at shop.haven.com. Messages will be monitored from 9.30am-5.30pm Monday to Friday.
Q: Can I get to the online shop from the Haven website?
Yes, you will see a tile on the Haven website homepage which will take you through to the Seaside Squad online shop. As the Seaside Squad online shop will open in a new browser tab, the Haven website will stay open in another tab.
Q: How can I contact someone about my order?
You can submit an enquiry using the ‘Contact Us’ section at shop.haven.com (see below). There is no way to contact the team by phone, but messages are monitored Monday – Friday 9.30-5.30pm so this is the quickest way to get a response.
Q: What should I do if someone reports a technical fault with the website?
You can submit an enquiry using the ‘Contact Us’ section at shop.haven.com (see below). There is no way to contact the team by phone, but messages are monitored Monday – Friday 9-5pm so this is the quickest way to get a response.
Q: Are all Seaside Squad products available online?
The website features the best-selling products from our range but not every product is available through this channel.
Q: What forms of payment can I use online?
Credit Card, Debit Card, PayPal, GooglePay, Shop Pay.
Q: How quickly will I receive my order?
The Seaside Squad online team will deliver the product to you as soon as reasonably possible. Please allow up to five working days (working days are classed as Monday to Friday, excluding UK Bank Holidays and Public Holidays) for standard deliveries. If you have paid for a premium delivery service, and you place your order before 2pm, you will receive it the following day.
Q: What written confirmation will I get when I place my order?
You will receive an email conformation (see below).
Q: What paperwork will I get when I receive my order?
You will get a delivery note with your parcel (see below). This will not include prices, discounts, and payment methods as it may be sent as a gift. If this information is required for returns or queries, the purchaser would revert to the email to find these details.
Q: Can I use my Team/Owner discount card?
We cannot currently offer team or owner discount for purchases made online
Q: If I have a problem with a product that I have bought online how soon do I have to notify the Seaside Squad online sales customer service team? Any issues or concerns with a product or the delivery of an order MUST be submitted using the ‘Contact Us’ section at shop.haven.com within 30 days of placing an order to be eligible for a return or refund and the product must be unused.
Q: Can I return a product I have bought in store online?
No. Products must be returned using the same channel through which they were purchased. You can only return products bought online via the Seaside Squad online shop returns process. For queries regarding a purchase made on a Haven holiday park please contact the park where you made the purchase.
Q: Can I return a product I have bought online in store?
No. Products must be returned using the same channel through which they were purchased. You can only return products bought in store to a store, using your original proof of purchase. For queries regarding a purchase made online please use the ‘Contact Us’ section at shop.haven.com
Q: I have changed my mind and no longer want the item I purchased but there is no fault with it. How do I return it?
You will need to log your return on the ‘Returns’ page of the online shop (see below)
When you submit an online returns request, you will be asked for the following:
• A valid proof of purchase.
• Item(s) must be unused, unwashed, free of stains and signs of wear.
• Item(s) must be in its original packaging, all tags still attached.
• All items are thoroughly inspected before any action is taken.
You will be asked to pack your parcel up securely, preferably using its original packaging, taking care not to damage the product and post to The Experience Department UK Ltd warehouse. You will be asked to enclose your original packing slip, which will help to ensure that your return is processed quickly and efficiently.
You'll need to pay the postage costs to return your parcel and it is recommended that you obtain sufficient postal insurance in case your item goes missing on its way back to us.
If you have any enquiries about returning your item(s), you can use the ‘Contact Us’ section at shop.haven.com
Q: Can I exchange my item?
We do not offer exchanges. If you no longer want the item(s) you ordered, you will need to return the unwanted item and place another order.
Q: What happens if I want to return one of the two outfits that I purchased on the multi-buy promotion (2 for £16)?
If only one item is returned, you will receive a refund to the value of the lower qualifying item that is returned.
Q: What happens if I want to return a faulty item?
You will need to log your return on the ‘Returns’ page of the online shop (see below):
You will be prompted to submit the following information:
• Your order number
• Photographic evidence of the defect (a refund cannot be given without this)
• Details of the defect and any other important information
You can expect to receive a response within 72 hours of receipt of your email, although during busy periods this may take slightly longer.
Occasionally, if the team struggle to locate a fault using the pictures provided, you may be asked to send the product back, for further investigation.
If the Seaside Squad team struggle to locate a fault, a second opinion may be sought.
Your statutory rights are not affected.
Q: How will I receive my refund?
Please see refund process below:
• We'll refund your item via your original payment method.
• We try our best to process all refunds within 24 hours of receipt, however during busy periods allow 14 working days for your refund.
• When we've completed your refund, we'll send you an email to let you know.
• If you have changed your mind and no longer want the item that you have purchased, we will not refund original or return postage costs.
• If you have changed your mind and no longer want the item that you have purchased, your refund will be made after the goods have been received and inspected.
Q: What happens if I don’t receive my parcel?
If your parcel has not arrived, please use the ‘Contact Us’ section at shop.haven.com and submit your order number and details of what is missing.