Order Cut-off Time
Our order cut-off time is 4:00 PM UK time GMT, Monday through Friday. Any order placed before that time enters processing on the same working day.
Orders placed after 4:00 PM UK time GMT, or at any point on Saturday or Sunday, enter processing on the next working day. This also applies to UK bank holidays. If you order at 3:50 PM on a Friday, your order begins processing that afternoon; if you order at 4:10 PM on the same Friday, processing begins on Monday morning.
Order Handling Time
Once your order is confirmed, our processing time is 2–3 business days, Monday to Friday, excluding UK bank holidays.
Processing time is the period in which your order is confirmed, picked, checked and packed before it is handed to the carrier. It is separate from the time your parcel spends in transit, and both need to be added together to arrive at the total time you will wait.
Order Transit Time
After processing is complete, orders ship from our overseas fulfilment centre, clear customs, and are delivered within 4–8 business days, Monday to Friday.
We want to be straightforward about this: our products are not dispatched from a warehouse inside the United Kingdom. They travel from our fulfilment partner abroad, which is why the transit window is measured in days rather than hours. We would rather publish a realistic range you can plan around than an optimistic one that leaves you refreshing a tracking page.
Total Delivery Time
From the moment you place your order to the moment it arrives, expect 6–11 business days in total.
That figure is the processing time and the transit time added together: 2–3 business days of processing, plus 4–8 business days in transit. Business days do not include Saturdays, Sundays or UK bank holidays, so an order placed on a Friday afternoon will in practice arrive later in the calendar than the same order placed on a Monday morning.
Shipping Cost
We offer free standard shipping on all orders within the United Kingdom. There is no minimum spend, no threshold to reach and no surcharge added at checkout. The price you see on the product page is the price you pay.
Where We Ship
At this time, we ship exclusively to addresses within the United Kingdom, including England, Scotland, Wales and Northern Ireland.
We do not currently ship internationally. If you place an order with a delivery address outside the UK, we will contact you and refund it in full rather than let it sit unfulfilled.
Order Tracking
You will receive two emails from us. The first confirms your order immediately after checkout. The second is sent when your parcel is dispatched and contains your tracking number along with a link to follow its journey.
Tracking information usually takes one to two business days to begin updating after dispatch, because the number becomes active only once the carrier scans the parcel into their network. A tracking number that shows nothing on the first day is normal and is not a sign that something has gone wrong. See our Track Your Order page for more detail.
Customs and Duties
Your order ships from our overseas fulfilment centre and clears customs before reaching the United Kingdom. This is handled as part of our standard delivery process, and the transit window published above already allows time for it.
If any additional action is ever required on your part, we will contact you directly rather than leave you to discover it from a carrier notification.
Delays
Occasionally a delivery takes longer than the published window. The most common causes are customs processing, seasonal carrier volume around holidays, and severe weather — none of which are within our control once a parcel has left our fulfilment centre.
What we can control is keeping you informed. If your order passes the 11 business day mark without arriving, email us at support@maisonharlowe.com with your order number and we will open an enquiry with the carrier on your behalf.
Incorrect or Incomplete Addresses
Please check your delivery address carefully before completing checkout. A missing flat number or an incorrect postcode is the single most common reason a parcel is delayed or returned to sender.
If you notice a mistake, contact us immediately. While your order is still being processed we can usually correct the address at no cost. Once it has been dispatched, the address can no longer be changed, and the parcel will need to complete its journey and be returned before we can resend it.
Lost or Damaged Parcels
If tracking shows your parcel as delivered but you have not received it, check with neighbours and look for a carrier card first, then contact us. We will raise it with the carrier and work with you until it is resolved.
If your order arrives damaged, send us a photograph of the packaging and the item along with your order number. We cover the full cost of returning a damaged item, and you choose between a replacement and a full refund. See our Refund & Return Policy for the process.
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
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.