Frequently Asked Questions

How do I reach you?

Email us anytime at support@herlow.com, or send a note through our contact form.

We go through messages in the order they come in, and we aim to reply within 24 hours on business days (Mon–Fri, 9:00 AM – 5:00 PM PST).

When will my order get to me?

  • Processing: 1–3 business days while your order is picked, inspected, and packed. Order after our 12:00 PM Pacific Time (PST) cutoff, or over a weekend or holiday, and we'll pick it up the next business day.
  • Delivery: 4–8 business days once it's been dispatched.
  • All in: Most orders land within 5–11 business days of being placed.

Full details are in our Shipping Policy.

Who delivers my order?

All US orders ship free, via USPS, UPS, or FedEx — whichever makes the most sense for your address. You'll see exactly who's carrying yours, plus your tracking number, in your dispatch confirmation email.

How is fragile kitchenware packed?

Ceramics, stoneware, glassware, and barware are wrapped individually and boxed with protective inserts. Multi-piece dinnerware and cutlery sets stay in their original packaging inside an outer carton, so nothing rattles around loose.

If something still arrives chipped or cracked, email support@herlow.com within 7 days of delivery with a photo — we'll replace it or refund you in full, and you won't need to send the broken piece back.

Where do my orders ship from?

Herlow is operated by a UK-based business, but orders are fulfilled and shipped through our international logistics partners and warehouses — so your package's origin may differ from the business address on our website. Returns, though, always go to our local US returns center in York, PA. Full details are in our Shipping Policy.

Can I change my address after ordering?

  • Caught it early? Email us within 12 hours of ordering at support@herlow.com and we'll do what we can.
  • Once processing has started, we can't promise a change will make it in time.
  • Once your order has been dispatched, we can't change the address at all — the courier already has it.

How do I track my order?

  • You'll get a tracking number by email as soon as your order is dispatched.
  • You can also check anytime on our Track My Order page.

Can I return something?

  • Of course. You've got 30 days from the day your order is delivered to send it back.
  • Items need to be unused and in their original packaging.
  • Every detail is in our Return & Refund Policy.

How does returning something actually work?

  1. Reach out first:
    Email support@herlow.com with your order number and why it's coming back. Please don't ship anything until your return is authorized — every return needs a Return Authorization (RA) number.
  2. Wait for approval:
    Once approved, we'll email you your RA number.
  3. Pack it up properly:
    Original box, original inserts, everything included — and write your RA number clearly on the outside. Glassware and ceramics need to survive a second trip, so pack them well.
  4. Send it back:
    Ship it to our US returns center — no international shipping needed:

    Herlow Returns
    560 Busser Rd
    York, PA 17406
    United States

    Keep your proof of postage until the refund lands. Packages sent without an RA number may be refused or significantly delayed while we match them to an order.

Who pays for return shipping?

  • Changed your mind or ordered the wrong thing:
    That one's on you, and we're not able to refund the original shipping either.
  • We sent the wrong item, or it arrived damaged:
    That's entirely on us — we'll cover it.
  • Restocking fees:
    We don't charge any. Ever.

What condition does a return need to be in?

  • Unused, unwashed, back in its original packaging with any protective inserts.
  • Complete sets have to come back complete — dinnerware, cutlery, barware, and ritual sets included.
  • Anything that's been used, washed, or run through a dishwasher can't be accepted. Unboxing a piece to look at it is fine; using it is what closes the door.
  • Past the 30-day window, we unfortunately can't take it back.

Can I exchange instead of returning?

Yes. A different colorway, a larger platter, the six-piece instead of the four — email support@herlow.com with your order number and what you'd rather have. Exchanges follow the same 30-day window and condition rules as returns.

When do I get my money back?

  • Once your return lands with us and we've checked it over, we'll email to confirm your refund's approved.
  • From there, it's issued to your original payment method within 5 business days. Your bank may take up to 7 business days to show it on your statement.

Contact Information

HERLOW
128 City Road
London
EC1V 2NX
United Kingdom

Company Name: ECOM EAGLES LTD
Company Registration Number: 14142895

Email: support@herlow.com

Customer Service Hours: Monday–Friday: 9:00 AM–5:00 PM (PST)

Customer service responds within 24 hours on business days.