Returns & Refund Policy
Last updated: May 2026
At Harlow London, your satisfaction is our priority. This Returns & Refund Policy is fully compliant with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your statutory rights are always protected and are not affected by anything in this policy.
1. Your Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 calendar days of receiving your goods — no questions asked.
To exercise your right to cancel, you must notify us in writing before the 14-day period expires. You can do this by:
- Email: support@harlowlondon.uk
- Subject line: CANCELLATION — Order #[your order number]
Please include your name, order number and the item(s) you wish to return. Once we have received your cancellation request, we will confirm receipt within 1–2 business days.
2. How to Return an Item
Once your cancellation has been confirmed, you have a further 14 days to return the item(s) to us.
To return your order:
- Email us at support@harlowlondon.uk with your order number and reason for return
- We will provide you with return instructions and our return address
- Pack the item(s) securely in their original packaging where possible
- Ship the return using a tracked service — we recommend Royal Mail Tracked
Please note: Return shipping costs are the responsibility of the customer unless the item is faulty, damaged or not as described (see Section 4).
Items must be returned in their original condition — unworn, undamaged and with all original packaging. Items that have been worn, damaged or altered may not be eligible for a full refund.
3. Refunds
Once we receive and inspect your returned item(s), we will process your refund within 14 days of receiving the goods (or within 14 days of you providing proof of return postage, whichever is earlier).
Refunds will be issued to the original payment method used at checkout. Please allow 3–5 business days for the funds to appear in your account after processing, depending on your bank or card provider.
What is refunded:
- The full price paid for the item(s)
- The original standard delivery charge (if applicable)
What is not refunded:
- Return postage costs (unless the item is faulty or not as described)
- Any upgraded shipping costs beyond standard delivery
You will receive a confirmation email once your refund has been processed.
4. Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or full refund if your item is:
- Faulty or develops a fault within 30 days of receipt — you are entitled to a full refund
- Faulty after 30 days but within 6 months — you are entitled to a repair or replacement (or a refund if repair/replacement is not possible)
- Not as described on our website
- Damaged upon arrival
- Incorrect (wrong item sent)
If your item falls into any of the above categories:
- Contact us at support@harlowlondon.uk within 30 days of receiving your order
- Include your order number, a description of the issue and photographs where possible
- Do not return the item before contacting us
We will cover all return postage costs for faulty, damaged or incorrect items and will offer you the choice of a full refund, replacement or store credit.
5. Non-Returnable Items
The following items cannot be returned or refunded unless faulty or not as described:
- Items that have been worn, washed or altered
- Items returned without their original packaging where packaging is part of the product
- Items returned after the 30-day return window without prior agreement
If you are unsure whether your item is eligible for return, please contact us before sending anything back.
6. Exchanges
We do not currently offer direct exchanges. If you would like a different size or colour, please:
- Return your original item following the process in Section 2
- Place a new order for the item you require
If you are concerned about stock availability, please contact us at support@harlowlondon.uk before returning and we will do our best to assist.
7. Late or Missing Refunds
If you have not received your refund within 14 days of us confirming its processing:
- Check your bank account or card statement again
- Contact your bank or card provider — refunds can take 3–5 business days to appear
- If you have done both of the above and still have not received your refund, contact us at support@harlowlondon.uk with your order number
We will investigate and resolve the issue as quickly as possible.
8. Orders Lost in Return Transit
We strongly recommend using a tracked return service and keeping proof of postage. Harlow London cannot be held responsible for return parcels that are lost or damaged in transit. If your return is lost, you will need to raise a claim directly with the postal carrier.
9. Your Statutory Rights
Nothing in this Returns & Refund Policy limits or affects your statutory rights under UK consumer law. Your rights under the following legislation are always protected:
- Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose and as described
- Consumer Contracts Regulations 2013 — 14-day right to cancel for distance sales
- Sale of Goods Act — protection against faulty or misdescribed goods
If you believe your rights have not been respected, you may contact the Citizens Advice consumer helpline on 0808 223 1133 or visit www.citizensadvice.org.uk for independent guidance.
10. Contact Us
For all returns, refund queries or cancellation requests, please contact our customer support team:
Email: support@harlowlondon.uk Response time: Within 1–2 business days, Monday to Friday
We aim to resolve all queries quickly, fairly and in full compliance with UK consumer law.
Harlow London complies fully with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and all applicable UK trading standards and consumer protection legislation.