Return Window
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for any eligible item. The 30 days are counted from the date your parcel is delivered, not from the date you placed the order — so a slow delivery never eats into the time you have to decide.
Requests received after the 30-day window has closed cannot be accepted, but if something has gone wrong with your order we would still rather hear from you. Write to us and we will look at it.
Restocking Fee
There is no restocking fee. Restocking Fee: £0.
We state this explicitly because some shops deduct a percentage of the item's value before refunding you, and it is rarely mentioned until the refund arrives. We do not do that. The amount you paid for the item is the amount that comes back to you.
Eligibility for Return
To be eligible for a return, your item needs to meet the conditions below.
- Both defective and non-defective items are eligible. You do not need a reason to return something. Changing your mind is enough.
- The item must be returned in its original packaging. Please keep the box or bag your order arrived in until you are certain you are keeping the item.
- Original tags and accessories must be intact. That includes any straps, dust bags or fittings that came with the item.
- Proof of purchase is required. Your order number is enough — you do not need to print anything or send a receipt.
Items that come back visibly used, altered, or without their original packaging may be refused or refunded in part. If you are unsure whether the condition of an item still qualifies, send us a photograph before you post it and we will tell you honestly.
How to Return an Item
Returns are arranged online only, and the process takes three steps.
- Step one. Email us at support@maisonharlowe.com with your order number and a short note about what you are returning.
- Step two. We reply within 24 hours on working days with return instructions and the correct return address for your parcel.
- Step three. You post the item back and let us know the tracking number, so both of us can follow it.
Please do not send anything back before contacting us. The business address shown on this website is a registered address for correspondence — it is not a shop, not a collection point, and not a returns address. Items posted there without prior arrangement cannot be received or refunded, and we would have no way of tracing them back to you.
We ask for that first email for a practical reason: it lets us match the returning parcel to your order before it arrives, which is what makes a fast refund possible.
Return Shipping Costs
Who pays for return postage depends on why the item is coming back.
- You changed your mind. The cost of return shipping is yours. We recommend a tracked service — until the parcel reaches us, it remains your responsibility, and an untracked parcel that goes missing cannot be refunded.
- The item is defective, damaged or incorrect. Maison Harlowe covers the full cost of the return. You should never be out of pocket because we sent the wrong thing or something arrived faulty.
Refund Timeline
Refunds are processed within 5–10 business days of your returned item reaching us and passing a quick condition check. We will email you when the refund has been issued.
After we issue it, the money takes a further few working days to appear in your account — that part is controlled by your bank or card provider, not by us. If more than ten working days have passed since our confirmation email and you still see nothing, contact us and we will send you the transaction reference to give your bank.
Refund Method
Refunds are issued to the original payment method used at checkout. If you paid by card, the money returns to that card; if you used a digital wallet, it returns through the same wallet. We cannot redirect a refund to a different card or account, as this is a fraud-prevention rule applied by the payment processor rather than a policy of ours.
Defective or Incorrect Items
If your item arrives defective, damaged in transit, or is simply not what you ordered, contact us with your order number and a photograph of the problem. A photograph lets us resolve most cases immediately, without sending the item back and forth first.
In these cases we cover the return postage in full, and you choose what happens next: a replacement of the same item, or a full refund. We do not ask you to accept a replacement if you would rather have your money back.
Exchanges
The fastest way to exchange an item — for a different colour or size — is to return the original for a refund and place a new order for the item you want. This way you are not waiting for the return to arrive before the replacement is dispatched.
If you would prefer a direct exchange, write to us and we will arrange it, but expect it to take longer than the two-order route.
Order Cancellations
You may cancel your order at any time before it has shipped, and we refund it in full with no questions asked. Email us as soon as you decide — orders placed before 4:00 PM UK time (GMT/BST) enter processing the same day, so speed matters.
Once an order has shipped, it can no longer be cancelled, but our standard 30-day return process applies from the moment it is delivered.
Your Legal Right to Cancel
This 30-day return policy is offered in addition to, and does not replace, your legal rights as a consumer under UK law. Under those rights you have a minimum of 14 days from delivery to cancel most online purchases. Where our policy is more generous than the legal minimum, our policy applies; where the law gives you more, the law applies. Nothing on this page limits your statutory rights.
Maison Harlowe
Email: support@maisonharlowe.com
Address: 210 Brixton Hill, London SW2 1HE, United Kingdom
Phone: +44 7520 602667
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM UK time (GMT/BST)
We respond to emails within 24 hours (Monday–Friday). Weekend messages are answered on Monday. All enquiries and returns are handled online — the address above is a registered business address and is not open to visitors.