RETURN POLICY

Return Form

We want you to feel completely at home with your HERLOWE purchase. If something isn’t quite right, we’re here to help — with a thoughtful and fair return policy that reflects the care we put into everything we offer.

Returns

We accept returns on eligible home decor items within 30 days of delivery. Items must be unused, in original condition, and sent back in their original packaging. Return shipping costs are the responsibility of the customer. We do not charge a restocking fee for standard decor items. See furniture return exceptions below.

To begin a return, please complete our Return Form. After your item is received and inspected, we’ll notify you of the approval or status of your refund. If approved, your refund will be issued to your original method of payment within 3 business days (processing time may vary depending on your bank or provider).

Items Eligible for Return

The following items are eligible for return within 30 days of delivery:

Lighting
Rugs
Home decor accessories (pillows, throws, trays, vases, etc.)

To be eligible, items must be:

In new, unused condition
In original packaging
Accompanied by a completed HERLOWE Return Form explaining the reason for return

Return shipping costs are the responsibility of the customer, unless the item arrives damaged or there was an error with your order. Once your return is approved, we’ll provide a prepaid shipping label and deduct the return shipping cost from your refund.

Final Sale Items

To protect the integrity of our collections and prevent damage during transit, the following items are Final Sale and cannot be returned:

Furniture
Wall art
Mirrors
Candles and apothecary goods
Gift Cards
Digital Products
Custom, seasonal, or promotional items
Any item marked as “Final Sale” at time of purchase

Damaged Item

In the event that your order is damaged during the shipping process, please contact us at contact@herlowe.com, or via CHAT, and a member of our team will be happy to assist you with the return. We will require photographic proof of damage and proof of purchase which can be provided by filling out the Return Form.

Defective Item

If you receive a defective item, please contact us at contact@herlowe.com, or via CHAT, and a member of our team will be happy to assist you with the return. We will require photographic proof of the defective item and proof of purchase which can be provided by filling out the Return Form.

Gift Cards

We do not offer refunds on Gift Cards. Gift Cards are FINAL SALE.

Digital Products

We do not offer refunds on Digital Products. Digital Products are FINAL SALE.

Late or Missing Refunds

If you have not received your refund within 14 days, contact your payment provider as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.

Cancelling an Order

To cancel an order, please contact us at contact@herlowe.com within 24 hours of placing your order. We cannot guarantee cancellations beyond this window, as orders may already be in processing or transit.

If the cancellation request is received after 24 hours, the order will be treated as shipped and may be returned in accordance with our standard return policy. Please note that Final Sale items are not eligible for cancellation beyond this window and will remain Final Sale.

Conditions For a Returned Item

All orders must be returned for a refund within 30 days of receipt of your order.
No returns will be accepted after 30 days unless it is determined to be a carrier issue or reasonable circumstances.
All returns must have original tags/stickers attached and be unused, in original condition, and sent back in their original packaging.
A refund will not be issued until the returned merchandise is received, inspected, and approved.
Merchandise returned that is (but not limited to) shopworn, damaged, with original price tags missing, used, or not in original packaging will not qualify for a refund.
Merchandise must be free from all (but not limited to) pet hair, scents, body odor, perfumes, food and smoke, etc.
Candles, apothecary goods, and any item marked FINAL SALE are not eligible for return.
ALL SALE ITEMS ARE FINAL SALE.
SALE and FINAL SALE items are not eligible for price adjustments.

Return Exceptions

We carefully curate every piece in our collections at HERLOWE with quality and intention in mind. Because many of our large home décor and furniture items ship directly from our Canadian suppliers, returns are handled with special care.

Please note the following:

All sales are considered final on furniture, wall art, and mirrors.
In the rare case of a manufacturer defect or shipping error, please notify us within 4 days of delivery with photos and a description. We will gladly coordinate a resolution with the supplier on your behalf.
PLEASE NOTE: We’re unable to accept any returns that are not reported within 4 days of receiving your order.
Returns based on buyer’s remorse or change of mind cannot be accepted for these pieces at this time.
Damages due to customer handling or improper installation will not be eligible for a refund.

Our commitment is to offer you exceptional pieces—and to stand by them. If you ever receive an item that does not meet your expectations due to a clear supplier issue, we will do everything we can to make it right.

If your item arrives damaged, please follow the steps below:

Photographic Evidence Required
Clear photographs of both the damaged item and the damaged packaging or box must be taken immediately upon receipt. These must be emailed to contact@herlowe.com within 4 days of delivery.
PLEASE NOTE: We’re unable to accept any returns that are not reported within 4 days of receiving your order.
Return Request Form
Customers must also complete the HERLOWE Return Request Form to initiate the return process.
Verification & Refund
Once we’ve received your photos and completed form, a member of our team will review the claim and contact you to verify the damage. If approved, a refund will be issued to the original method of payment within 3 business days.
PLEASE NOTE: Some Home Collections are excluded from all discounts and promotional offers, unless specifically stated as part of a limited-time promotion.

Claims submitted beyond the 4 day window or without adequate documentation will not be eligible for a refund. HERLOWE reserves the right to make the final determination on all damage claims.

Customers are responsible for reviewing all product details prior to purchase. By completing the transaction, you agree to these terms.

Conditions