As alot of our products are individually personalized and hand made delivery times unfortunately take a little longer. Shipping times differ per product purchased. In general you will usually receive your item within 13-28 business days. Some items are available for Express Delivery. There are currently some global delays due to COVID-19. Please be patient.
If your product is delayed or still in transit please be patient or contact the shipping company for more information on delivery.
Items can be tracked here - https://www.17track.net/en
If you have not received your order confirmation or tracking emails please check your Junk Mail.
Please contact us at firstname.lastname@example.org before returning any items and for any other concerns.
Our returns policy extends to 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Personalised items are made individually for you, therefore no returns or refunds can be accepted due to a change of mind or inscription. If Harlow & Lloyd has made an error in the inscription or design then we will replace the item for you.
Incorrect Model / Size / Personalization
If you have selected the wrong model / size / personalization / photo it may be possible to get this fixed if you contact us immediately. This may not be possible for some products as they go into production immediately upon purchase. We ask that you carefully check your order to ensure all the details are correct.
Refunds can only be processed if we have not started the preparation or production of your purchase. If you wish to seek a refund you will need to contact us.
We are unable to provide refunds if your shipment is showing a delivered status and is either lost or stolen. Please lodge a claim with the shipping company. If your product is still in transit please be patient. If the tracking has no updates for over 30 days please contact us or the shipping company so we can investigate further.
If you seek a refund due to product quality or an error you will need to send the item to us for inspection. Once your return 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. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
We only replace items if they are defective or damaged.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If the item is defective or damaged then we will cover any associated shipping costs.
If you are shipping an item to us, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we cannot guarantee that we will receive your returned item.