Refund policy

Last Updated: July 2026 | Herlow | United States Orders Only

Quick Overview

  • Return window: 30 days from the date of delivery
  • Condition: Unused, unwashed, in original packaging
  • Return authorization: Required — email us before shipping anything back
  • Exchanges: Available on all returnable items
  • Return shipping: Free if it's our error; customer-paid for change of mind
  • Restocking fees: None, ever
  • Damaged on arrival: Email us with a photo — no need to send it back
  • Refund timing: Issued within 5 business days of approval (banks may take up to 7 more to post it)

The full details are below — worth a read if anything above raises a question.

A dinner set or a decanter is something you live with, so we'd rather you have the right one than the one that happened to arrive. If a piece isn't working in your kitchen, here's exactly how to send it back.

How long do I have?

You've got 30 days from the day your order is delivered to start a return. That clock starts once your complete order has landed — not the order date. Past those 30 days, we're not able to accept the return.

What condition does it need to be in?

Simply put, unused and boxed as it arrived:

  • Never used, washed, or run through a dishwasher.
  • Back in its original box, with any protective inserts, sleeves, or foam still there — that packaging is what keeps ceramics and glassware intact on the way to us.
  • Complete sets returned complete. If a dinnerware set arrived with twelve pieces, all twelve come back — same goes for cutlery sets, barware kits, and ritual sets.
  • Any extras included too — lids, stoppers, stands, care cards, or manuals.

Who pays for the return shipping?

  • Our mistake: The piece arrived damaged, faulty, or wasn't what you ordered — we cover the return, no cost to you.
  • Change of heart: The color didn't match your table, the platter was bigger than you pictured, you simply changed your mind — that one's on you, and we're not able to refund the original shipping cost either.
  • Either way, we never charge restocking fees. Your refund reflects the full item price.

Ready to send something back? Here's how:

  1. Tell us first:
    Email support@herlow.com with your order number and why it's coming back. We'll reply within 24 hours (Mon–Fri). Please don't ship anything until your return is authorized — every return needs a Return Authorization (RA) number.
  2. Pack it like it's breakable — because it usually is:
    Original box, original inserts, everything included, with your RA number written clearly on the outside. Glassware, ceramics, and stoneware need to survive a second trip; pieces that arrive back to us broken because they were loose in the box can't be refunded in full.
  3. Ship it:
    Follow the instructions in our approval email, and use a trackable service. Once it leaves your hands we can't take responsibility for a return that gets lost on the way.

Where do I send my return?

Please don't ship anything back before hearing from us. Once your return is approved and you have your RA number, mail it to our US returns center — no international shipping needed:

Herlow Returns
560 Busser Rd
York, PA 17406
United States

Write your RA number clearly on the outside of the package. Returns sent without prior authorization may be refused or significantly delayed while we match them to the correct order.

When do I actually get my money back?

Once your return arrives and we've inspected it, we'll email to confirm it's approved. From there your refund goes back to your original payment method within 5 business days — though your bank may take up to 7 business days to show it on your statement.

Want to exchange instead?

Happy to. 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, and we'll set it up. Exchanges follow the same 30-day window and condition rules as returns.

A few things we can't take back

For hygiene and food-safety reasons, these are final sale:

  • Anything that's been used. Once a platter has served, a glass has been poured into, or cutlery has been to the table or through the dishwasher, we can't resell it.
  • Opened hygiene seals. Items sealed for food-contact safety can't be returned once that seal or protective film is broken.
  • Personalized or engraved pieces, and anything made to order.
  • Incomplete sets. Dinnerware, cutlery, barware, and ritual sets have to come back whole.
  • Anything marked final sale or non-returnable on its product page.

Unboxing a piece to look at it is fine — that isn't "used." Using it is what closes the door.

Arrived damaged or broken?

Ceramics and glass occasionally lose a fight with a courier. When that happens, don't ship it back — just email support@herlow.com within 7 days of delivery with your order number and a photo of the damage, and we'll send a replacement or refund you in full. Whichever you'd prefer.

Same goes if the wrong item turned up: photo, order number, and we'll make it right at no cost to you.

Need to cancel an order?

If it hasn't shipped yet, no problem. Email support@herlow.com with your order number in the subject line as soon as you can. If it's already on its way, you're welcome to send it back once it arrives, under this same policy.

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.