Dear customer, if you’re reading this section is because sadly, you have probably changed your mind about your product.
It would mean a great deal to us if you could give us some feedback about your experience with us, this way we can continue to improve our products and services for you and hope you can give us another chance to impress you in the future.
To start a return please follow the steps below:
- Go to our “Return Request & Status” page in the footer of the page.
- Enter your order details and follow the steps.
- We will review your request, once approved send us your order back and we will proceed with the return on our end.
If you need further assistance please use our contact form here or email us at: support@harberlondon.com
Kindly note that our registered office is not the returns address, we will send you the returns address after your return has been reviewed and approved. Please understand that we cannot be held responsible for items sent to the wrong address.
Before sending the goods back to us, please take note of the following considerations
- Goods must be unused, in resalable condition, in its original condition and packaged appropriately. We may require a proof of purchase.
- Returns will be processed within 3 working days upon receipt in our returns office.
- Please ensure you post the goods back to us within 60-calendar days from the date of receipt. We are a small independent brand and receiving the goods in a timely manner is crucial to our business.
- Kindly note that customers are responsible for return postage costs and duties (sorry about that.. we are working to change this in the future).
- If return duties are to be paid, we will pay them on our end and deduct these from your refund after speaking with you.
- All returns must be sent back in its original reusable packaging. If you don't have it, please send it back in a similarly sized package as the one sent originally and let us know the dimensions so that we can give you the correct quote. If you happen to send your return back in a different package we will readjust the quotation and refund you the correct amount. This is because couriers charge per volumetric weight, so sending a package in a very big box may vary the final courier costs.
- All goods returned to us must comply with the terms and conditions, as well as the returns procedure; otherwise we reserve the right to return the item/s back to you at your own expense.
- When issuing a refund, please allow a minimum of 5 working days for the money to be issued back into your account from our refund notification date. Refunds are issued via original method of payment only.
- All offers and discounts are valid only as per the original offer intended. If you cancel or return a product from an offer, said offer will be automatically cancelled.
- When returning or canceling a discounted product from an offer, we will calculate your refund based on the lowest value of the product returned or cancelled, meaning the value of the product kept will be its full value price, as if the discount was never applied in the first place.
- Custom orders are non-refundable unless faulty. This includes, but is not limited to: engraved items, made to order items/orders, corporate gifting and/or large orders specifically made for a customer. If in doubt, please contact us and we will be happy to help.
- We strongly suggest you pack your return appropriately and use a tracking/signatory postage service, which has adequate insurance cover for the item/s that you are posting, as regrettably we cannot be held liable for any items that are lost or damaged in transit. Additionally, we recommend you keep a copy of your "proof of postage" if you decide to use a non-tracked service.
- We reserve the right to issue you a partial refund when the value of the item has been decreased for inadequate packaging or false claims.
Your legal right to cancel (14 days)
Besides our 60-day promise, UK law (the Consumer Contracts Regulations 2013) gives you the right to cancel your order within 14 days without giving any reason. The 14 days start on the day you, or someone you name other than the carrier, receive the goods; if your order arrives in several parcels, on the day you receive the last one.
How to cancel: tell us clearly that you want to cancel, by e-mail to support@harberlondon.com, through our returns portal or with the model form below (you don't have to use it). Sending your notice before the 14 days end is enough.
Refund: we refund everything you paid, including the standard delivery cost (not the extra for a faster service you chose), within 14 days of receiving your notice, with the same payment method and at no cost to you. We may wait until we receive the goods back or you send us proof that you have sent them.
Returning the goods: send them back within 14 days of your notice; you pay the cost of returning them. You are only responsible for any loss in value caused by handling them more than needed to see what they are, their characteristics and how they work.
Exceptions: goods made to your specifications or clearly personalised (engraved or embossed items, custom orders) cannot be cancelled, unless they are faulty.
After these 14 days, the conditions of our 60-day promise above apply.
Model cancellation form
(Complete and return this form only if you want to cancel the contract.)
To: Harber London Ltd, Unit 104 The Light Box, 111 Power Road, London W4 5PY, United Kingdom · support@harberlondon.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.