Shipping policy
Last Updated: July 2026 | Herlow | United States Orders Only
Quick Overview
- Shipping cost: Free on all US orders
- Processing time: 1–3 business days
- Delivery time: 4–8 business days after dispatch
- Carriers: USPS, UPS, or FedEx
- Tracking: Sent by email as soon as your order is dispatched
- Coverage: All 50 US states (no PO Boxes, APO/FPO, or international shipping)
- Shipping origin: Orders fulfill from international warehouses, not our London office
- Returns: Local US returns center in York, PA — RA number required before shipping back
The full details are below — worth a read if anything above raises a question.
Here's exactly what happens after you place an order — how we process it, pack it, and get it to your table. Kitchen and dining pieces need a little more care in transit than most things, so it's worth knowing how we handle yours.
How fast do you process orders?
Within 1 to 3 business days of your payment going through. Business days for us are Monday through Friday, minus US federal holidays.
Our cutoff is 12:00 PM Pacific Time (PST). Order before that and we start today; after that, we pick it up the next business day.
How long until it arrives?
- Processing: 1 to 3 business days while your order is picked, inspected, and packed.
- Delivery: 4 to 8 business days once it's been dispatched.
- All in: Most orders land within 5 to 11 business days of being placed.
Every order ships free, via USPS, UPS, or FedEx — whichever fits your address best.
What does shipping cost?
Nothing. Free on every US order, no minimum spend, no surprise fees at checkout.
How is fragile kitchenware packed?
Ceramics, stoneware, glassware, and barware are wrapped individually and boxed with protective inserts before they leave the warehouse. Multi-piece dinnerware and cutlery sets stay in their original packaging inside an outer shipping carton, so nothing is rattling around loose.
If something still arrives chipped or cracked, we'll make it right — see below.
Where do you ship?
All 50 US states — Alaska and Hawaii included. A couple of things we can't do yet:
- We're not able to ship to PO Boxes or APO/FPO military addresses.
- We don't ship internationally at this time.
Order Fulfillment & Shipping Origin
Herlow is operated by a UK-based business located in London. Our London address serves as our business contact address only — it is not the location from which orders are shipped.
Orders are fulfilled and shipped through our international logistics partners and warehouses. As a result, your order's shipping origin may differ from the business address listed on our website. By placing an order with Herlow, you acknowledge that your order may be fulfilled and shipped from an international warehouse or fulfillment center.
Returns Made Easy
Even though orders ship internationally, returns stay local — no international shipping required. All returns must be authorized first: email support@herlow.com before shipping anything back, and we'll send your Return Authorization (RA) number in our approval email. Once authorized, send your return to our US returns center:
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. Full details are in our Return and Refund Policy.
How do I track my order?
As soon as your order is dispatched, you'll get a confirmation email with your tracking number and a link to follow it.
No email within 3 business days of the processing window closing? Check your spam folder first. Still nothing — email support@herlow.com with your order number and we'll chase it down.
Can I change my delivery address?
If you catch it quickly — within 12 hours of ordering — email us and we'll try to update it before it ships.
Once a carrier has your order, we're not able to redirect it. And if the address entered at checkout was wrong, we unfortunately can't take responsibility for a delivery that goes astray because of it — so it's worth double-checking before you place your order.
Can I cancel an order?
Yes, as long as it hasn't been dispatched yet. Email support@herlow.com with your order number in the subject line, as soon as you can.
If it's already on its way, we can't stop it mid-transit — but you're welcome to send it back once it arrives, under our Return and Refund Policy.
What if there's a delay?
Everything above is our best estimate, not a guarantee — some things are simply outside our control, like:
- Carrier delays or heavy volume around Black Friday, Thanksgiving, or the holidays.
- Severe weather or other natural events.
- US federal holidays landing during transit.
If your order's running past its window, let us know — we'll dig in and help however we can.
What if my package arrives damaged?
Glass and ceramics occasionally lose a fight with a courier. If that happens, don't ship it back — a photo is all we need.
- Damage visible before you even open it? Refuse the package and email support@herlow.com right away.
- Found it broken after delivery? Email us within 7 days with your order number and photos, and we'll send a replacement or refund you in full — whichever you'd prefer.
Tracking says delivered, but it's not here?
- Give it 24 hours — carriers sometimes scan a package before it's actually dropped off.
- Check with neighbors or your building's front desk.
- Still missing after that? Email us within 5 days of the delivery date at support@herlow.com and we'll open an investigation with the carrier.
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.