Return & Refund Policy
At Harlow & Grey London, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.
We encourage customers to contact our support team before initiating a return so we can help find the most suitable solution.
Contact Email: info@harlowgreylondon.com
1. How Our Business Operates
Harlow & Grey London operates using a direct fulfillment model. To reduce unnecessary waste and excess inventory, certain products may be shipped directly from our international fulfillment partners.
As a result, approved returns may need to be sent to the designated return address provided by our support team.
Please do not send items back without first receiving return authorization.
2. Return Eligibility
You may request a return within 14 days of receiving your order.
To initiate a return, please contact us at:
Email: info@harlowgreylondon.com
Your return request must include:
- Full name
- Order number
- Reason for return
- Clear photographs where applicable
Returns requested outside the return window may not be eligible for approval.
3. Conditions for Returns
To qualify for a return:
- Items must be unused and unworn.
- Items must be unwashed.
- Items must be free from stains, odors, or damage.
- Original tags and packaging must be included.
- Items must be returned in their original condition.
Products returned in an unsuitable condition may be refused.
4. Non-Returnable Items
For hygiene and safety reasons, the following items may not be eligible for return unless they arrive damaged or defective:
- Underwear
- Swimwear
- Earrings
- Personal care products
- Gift cards
Sale items may only be returned if they arrive defective, damaged, or incorrect.
5. Return Shipping Costs
Unless the return is caused by our error, return shipping costs remain the responsibility of the customer.
Customers are responsible for:
- Return shipping fees
- International shipping costs
- Customs fees (if applicable)
- Providing valid tracking information
We strongly recommend using a tracked shipping service.
We cannot process refunds for returns that cannot be verified through tracking documentation.
6. Alternative Resolution Options
Because international returns can sometimes be expensive and time-consuming, we may offer alternative solutions where appropriate, including:
- Partial refunds
- Store credit
- Replacement products
- Discount vouchers
Any alternative resolution will be discussed and agreed upon with the customer before implementation.
7. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery.
Your email must include:
- Order number
- Description of the issue
- Clear photographs showing the problem
Once reviewed, we will work with you to provide an appropriate solution, which may include:
- Replacement
- Refund
- Store credit
- Partial refund
8. Refund Process
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be processed back to the original payment method within 14 business days.
Please note:
- Original shipping fees are non-refundable.
- Processing times may vary depending on your payment provider or bank.
9. Order Changes and Cancellations
Because orders are processed quickly, we cannot guarantee modifications or cancellations after an order has been placed.
If you need to make changes, please contact us immediately after placing your order.
Once an order has entered processing or shipment, cancellation may no longer be possible.
10. Lost or Delivered Packages
If tracking information confirms successful delivery to the shipping address provided during checkout, Harlow & Grey London cannot be held responsible for loss, theft, or misplacement after delivery.
Customers are responsible for ensuring their shipping address is accurate.
Address errors must be reported within 24 hours of placing an order.
11. Chargebacks and Payment Disputes
If you experience any issue with your order, we kindly ask that you contact our customer support team first.
Most issues can be resolved quickly through direct communication.
Initiating a chargeback without first contacting us may delay the resolution process and investigation.
12. Contact Us
Harlow & Grey London
Email: info@harlowgreylondon.com
Our support team will be happy to assist you with any questions regarding returns, refunds, or exchanges.