HERLOWE
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RETURNS + EXCHANGES

REFUNDS AND DAMAGED ITEMS

Due to the nature of our products, all opened or used skincare, bath products, used candles, jewelry, intimate apparel, and sale items cannot be returned, exchanged, or refunded.  For hygienic reasons, we can not offer exchanges or returns on glassware.

For a full refund, all qualifying products must be returned within 14 days of receipt of your order less the original shipping cost. We do not provide return labels unless extreme circumstances have been determined. For regular returns, items are returnable via whichever shipping carrier you choose at your cost.  For US customers, you will be responsible for any custom fees incurred during the return process if applicable. No returns will be accepted after 14 days from the date of receipt of your order unless it is determined to be a carrier issue.  Please go to our Return + Exchange Form page or contact us at contact@herlowe.com to let us know you will be returning your order or an item in your order, and we will help you though the process.  Please include your order number, and if you are not returning the entire order, include the name of the item(s) you are returning and the reason for the return. *Please see Conditions for Returned or Exchanged Items below.

 

For a full refund, once your item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request.  If you are approved for a refund, a credit will be applied to your original method of payment within 14 days excluding shipping costs as they are non-refundable.

In the event that your order is damaged during the shipping process, please go to our Return + Exchange Form page or contact us at contact@herlowe.com within 48 hours from the date you have received your order with photographic proof of damage and proof of purchase.  Once we have received photographic proof of damage and proof of purchase, we will then notify you via email of the approval or rejection of your request for either a refund or a replacement item, and if we require you to return the item to us.  If you receive approval for a replacement item because of a damaged item, a replacement will be shipped to you at our cost.  Some conditions regarding a replacement item may apply.

You are responsible for the shipping costs on all returned and exchanged items. For US customers, you will be responsible for any custom fees incurred during the return process if applicable.  We do not accept exchanges from US customers at this time.

We recommend obtaining insurance on any items that you plan to return to us in the event that they are lost or damaged during the shipping process, as we will not be able to issue your return/replacement in these circumstances. 

*Please see Conditions for Returned or Exchanged Items below.

EXCHANGES 

To be eligible for an exchange of an item, you must return the original item within 14 days of receipt of your order.  We do not provide return labels unless extreme circumstances have been determined. For regular exchanges, items are returnable via whichever shipping carrier you choose at your cost.  No exchanges will be accepted after 14 days from the date of receipt your package unless it is determined to be a carrier issue.  Please go to our Return + Exchange Form page or contact us at contact@herlowe.com to let us know you will be exchanging your order or an item in your order, and we will help you though the process.  Please include your order number, and if you are not exchanging the entire order, include the name of the item(s) you are exchanging and the reason for the exchange. We do not accept exchanges from US customers at this time.

You are responsible for the shipping costs on all exchanged items. We recommend obtaining insurance on any items that you plan to return to us in the event that they are lost or damaged during the shipping process, as we will not be able to issue your exchange in these circumstances. ​

**No exchanges will be accepted for high-value items. High value items are single items that are valued at $500+ CAD.

*Please see Conditions for Returned or Exchanged Items below.

 

CONDITIONS FOR RETURNED OR EXCHANGED ITEMS

  • 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.  

  • Please go to our Return + Exchange Form page or contact us at contact@herlowe.com to let us know you will be exchanging your order or an item in your order, and we will help you though the process.  Please include your order number, and if you are not exchanging the entire order, include the name of the item(s) you are exchanging and the reason for the exchange. We do not accept exchanges from US customers at this time.

  • ·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 return/exchange merchandise is received and inspected.

  • 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.

  • All open or used skincare, bath products, used candles, jewelry, intimate apparel, and sale items cannot be returned, exchanged, or refunded.  For hygienic reasons, we can not offer exchanges or returns on glassware.

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. If you’ve done all of this, and you still have not received your refund, please contact us at contact@herlowe.com

CANCELLING AN ORDER

To cancel an order, you must do so within 2 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 shipped and may be returned via our standard return policy.