FAQ

Shopping with Harrow & Vale should feel simple. Here you’ll find quick answers about delivery, returns, exchanges, refunds and your order.

Delivery

Do you offer free UK delivery?

Yes. Standard delivery is free on every UK order, with no minimum spend.

Where do you deliver?

We currently deliver throughout the United Kingdom, including England, Scotland, Wales and Northern Ireland.

How long does delivery take?

Orders normally take 1–2 working days to process and approximately 4–8 working days to arrive after dispatch.

The total estimated delivery time is therefore 5–10 working days.

What is your order cut-off time?

Our order cut-off time is 16:30 UK time, Monday to Friday.

Orders placed after 16:30, at weekends or on UK public holidays will begin processing on the next working day.

Will I receive tracking?

Yes. Once your order has been dispatched, we'll send you a tracking number or tracking link by email.

Tracking information can take up to 48 hours to begin updating.

Will I have to pay customs or import charges?

No. The amount shown at checkout is the total amount you pay.

You will not be asked to pay additional customs duties, import charges or carrier handling fees when your order is delivered.

What happens if my parcel is delayed?

If your order has not arrived within the expected delivery window, contact us at support@harrowvale.co.uk with your order number.

We'll investigate the shipment with the carrier and help get things resolved.

What happens if my parcel is lost?

If a parcel is confirmed as lost, we'll offer a replacement where stock is available or a refund.

Returns & Exchanges

Can I return my order?

Yes. We offer a 30-day return period from the date your item is delivered.

Items should be returned in a resaleable condition, unworn other than what is reasonably necessary to inspect or try them on, unwashed and with the original tags attached.

Do you offer exchanges?

Yes. You can request an exchange within 30 days of delivery.

You can exchange an eligible item for another size, colour or item, subject to availability.

How do I request a return or exchange?

Simply email support@harrowvale.co.uk and include:

Your order number
The item you would like to return or exchange
Your preferred replacement size, colour or item if requesting an exchange
The reason for the return or exchange

If something has arrived damaged, faulty or incorrect, please include photographs where possible.

We'll then send you the return instructions.

Where do I send my return?

Returns are handled through our UK returns facility:

Harrow & Vale UK Returns
4 Empire Centre
Imperial Way
Watford WD24 4YH
United Kingdom

Please contact us before sending your item so we can make sure your return or exchange is identified and processed correctly.

Do I have to pay return postage?

For a standard change-of-mind return or exchange, the customer is responsible for the cost of sending the item back to our UK returns facility.

We do not charge a return, exchange or restocking fee.

Do I have to pay delivery again for an exchange?

No. Once your exchange has been approved, the replacement will be sent using our standard delivery service at no additional delivery charge.

What if my preferred exchange is no longer available?

We'll contact you and help arrange an available alternative.

If a suitable replacement is unavailable, we'll issue a refund to your original payment method.

Damaged or Incorrect Items

What if my item arrives damaged, faulty or incorrect?

We'll help put things right.

Contact support@harrowvale.co.uk with your order number and photographs of the issue where possible.

For faulty, damaged, incorrect or misdescribed goods, Harrow & Vale will cover the reasonable return postage costs and provide an appropriate solution in accordance with your consumer rights.

Refunds

How will my refund be paid?

Refunds are returned to the original payment method used for your order.

We'll confirm once your refund has been issued.

How long will my refund take?

Once your return has been processed, we'll issue your refund in accordance with the applicable return and cancellation rules.

For statutory cancellations, refunds are issued without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back, whichever occurs first.

Your bank or payment provider may then require a little additional time for the refund to appear in your account.

If it has not appeared within 10 working days of our refund confirmation, please contact us.

Orders

Can I change my delivery address after ordering?

If your order has not entered processing yet, we'll do our best to update it. Once processing has started, we cannot guarantee that changes will still be possible.

Can I cancel my order?

If you'd like to cancel an order, contact us as soon as possible.

UK customers also have statutory cancellation rights for most online purchases, including the right to notify us of a cancellation within 14 days after receiving the goods, subject to the applicable legal conditions.

What if the colour looks slightly different in person?

We aim to represent every product as accurately as possible.

However, lighting, photography and individual screen settings can cause slight variations in how colours appear.

Privacy & Security

Is my personal information protected?

Yes. We use personal information only for legitimate purposes such as processing your order, arranging delivery, handling returns, providing customer service and operating our store. We also use appropriate technical and organisational measures designed to protect personal information.

Do you store my full card details?

No. Payment providers may supply us with limited payment information such as the card type and last four digits, but we do not receive your full card number or security code.