RETURN POLICY

Returns

For a full refund, all qualifying products must be returned within 14 days of receipt of your order.

 

To return your item(s), please fill out the Return Form. We will then promptly send you a return shipping label. Once your item is received and inspected, we will notify you of the approval or rejection of your refund request. See below conditions regarding a returned item. Once approved, a credit will be applied to your original method of payment within 3 business days. This does not include the time it takes for your bank or original payment provider to process the return payment. A flat fee of $10.00 CAD will be deducted from your refund. Make sure to pack the order securely and then drop it off at any Canada Post or USPS location.

 

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.

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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.

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Exchanges

We do not offer exchanges at this time. If you love your purchase, but would like a different size, colour, etc. follow the instructions in the Returns section, and we will quickly ship you a replacement.

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Gift Cards

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

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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. 

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Cancelling an Order

To cancel an order, you must do so within 24 hours of placing the order.  Please contact us at contact@herlowe.com to cancel your order. We cannot guarantee that cancellation is possible beyond this time frame. Once an order is placed and processed, we are unable to stop the shipment beyond this window. The order will be considered as shipped and may be returned via our standard return policy. 

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Conditions For a Returned Item.

• All orders must be returned for a refund or exchange within 14 days of receipt of your order.

• No returns or exchanges will be accepted after 14 days unless it is determined to be a carrier issue or reasonable circumstances.  

• All returns and exchanges must have original tags/stickers attached and be new and in original packaging, unworn and unwashed.

• A refund will not be issued until the returned merchandise is received, inspected, and approved.

• Merchandise returned that is shopworn, damaged, with original price tags missing, used or not in original packaging will not qualify for a refund or exchange.

• Merchandise must be free from all pet hair, scents, including (but not limited to) body odor, perfumes, food and smoke.

• For all handbags: please ensure swing tags, dust bag, and original plastic packaging are included to ensure bag is protected. If tags are removed, we will deem the item to be used and will not be able to offer a refund or exchange.

• All open or used skincare, used candles, jewelry, intimate apparel, and sale items cannot be returned or refunded. 

• Replacement items can be exchanged only if the item is in stock. If it is no longer in stock, a full refund will be issued.

• *ALL SALE ITEMS ARE FINAL SALE*

• FINAL SALE items are not eligible for price adjustments.