Can I track/check the status of my order?
Yes, once your order has been dispatched you will receive an email with your tracking number from either DPD or Royal Mail.
Can I change my shipping address?
Absolutely, if you need to change this please email firstname.lastname@example.org ASAP and mark the subject as ‘URGENT: ADDRESS CHANGE’ where our customer service team will process this. We always aim to get this sorted for you, however if this item has already been dispatched we unfortunately will not be able to change this and the item will go to the original address provided.
Where is my order?
UK Royal Mail Tracked 48 Service - Once your order has been dispatched delivery should take 2-3 working days. DPD Next Working Day - For orders placed Monday - Thursday before 3pm, your parcel will be delivered next day. DPD Europe & Royal Mail International - Please check our shipping section for a detailed break down on delivery services. Of course there can be times where unavoidable delays occur especially during busy periods, please be assured that we do everything we can to ensure our customers get their parcels ASAP.
Why is DPD Cut off 3pm?
For the DPD Next Working Day Service, your orders are collected from our warehouse at 4pm. The 3pm cut off allows us time to ensure all orders are processed correctly and therefore arrive to you the next day.
Do I have to pay customs fees for EU orders?
For all EU orders under the value of €150, customs duty and customs fees are covered in the delivery cost. For all EU orders over the value of €150, the individual country customs duties / fees apply which you will be responsible for. VAT for all EU orders is already included in the price of the product.
Why is delivery to Europe more expensive?
To ensure your parcel gets to you safely, we use a fully tracked and signed for service where you will be notified on the status of your parcel after it leaves our warehouse. Due to Brexit, the price of this service has been affected as there is now the addition of customs clearance within EU countries.
I can‘t find my parcel?
If it says that your parcel has been delivered please check all possible safe places: post rooms, neighbours, house mates. If you still can’t find your parcel please email email@example.com where we can further investigate this.
How do I return an item?
If you would like to return an item that’s not a problem. We can only accept items which have not been worn and still have the original tags attached. Please go to our returns section on the website to download our returns form. Once you have filled this out please enclose this form in your parcel along with your original invoice.
How long do I have to return an item?
For UK customers we ask that unwanted items are returned within 14 days of receipt for a full refund/exchange. For International orders please return within 21 days of receipt for a full refund/exchange. Please check our returns section on the website to find out more about our Christmas returns policy.
Do I have to pay to return an item?
Unfortunately at this time we cannot offer free returns so you will need to pay for your return. Please keep your receipt safe as proof of return until the process has been completed.
When will I receive my refund on a returned item?
We will process all refunds as quickly as possible, once your refund has been processed you will be notified by email. Please allow up to 7 working days for the refunded amount to hit your bank account.
Can I receive an exchange?
Unfortunately, we do not offer exchanges.
What payment methods do you accept?
We accept all major cards, Paypal, Klarna and Clearpay.
Can I change the size on my order?
Absolutely, if you need to change this please email firstname.lastname@example.org ASAP and mark the subject as ‘URGENT: SIZE CHANGE’ where our customer service team will process this. We always aim to get this sorted for you, however if this item has already been dispatched we unfortunately will not be able to change this and you will receive the original size ordered.
Can I add an item to my order?
Of course, if you would like to add another item to your original order please email email@example.com ASAP and mark the subject as ‘URGENT: ADD A NEW ITEM’ where our customer service team will process this. We always aim to get this sorted for you, however if your order has already been dispatched we unfortunately will not be able to change this and you will need to complete a new order online for this product.
It says the money has been taken but my order hasn’t been processed?
If you haven’t received an order confirmation then your order has not been processed, however the bank may hold the payment for up to 24 hours. If you haven’t received the order confirmation email then please contact us at firstname.lastname@example.org and our customer service team will process this.
What do I do if I haven’t received a Confirmation email?
You should receive an email as soon as you place your order. Please check that the email address provided was correct and that it hasn’t been delivered to your junk mail. If this isn’t the case then please contact us at email@example.com and our customer service team will process this.
I have received the wrong item, what do I do?
Firstly, we apologise for this happening. Please contact us at firstname.lastname@example.org and our customer service team will help you to sort this. You will be sent a free returns label which we will ask you to add to your parcel and send back to us with the original invoice. Once we receive your return we will get the correct item sent out to you ASAP. Once again we apologise for the delay in getting the correct order to you.
Can I cancel my order?
Yes, if you want to cancel your order please email email@example.com ASAP and mark the subject as ‘URGENT: CANCEL MY ORDER’ where our customer service team will process this. You will receive an email to say you have been refunded and the money should be in your account within 3-5 working days. We always aim to get this sorted for you, however if this item has already been dispatched we unfortunately will not be able to cancel the order and normal returns procedures will apply.
I can’t find the item I am looking for on your site:
Sometimes it is possible that an item you have seen on our social media platforms or paired as an outfit on our website isn’t available at the time you are looking. This may be because the product has sold out or the product is not yet in stock. Please send a screenshot of this item to firstname.lastname@example.org and they will be able to advise you on this.
What do I do if the product I received is faulty?
Firstly, we apologise for this. Our products are Quality controlled during production, after production and upon arrival into our warehouse, however occasionally a faulty product can be missed and sent out. If your product is faulty please get in touch with us at email@example.com and our customer service team will help to sort this issue. You will be sent a free returns label which we will ask you to add to your parcel and send back to us with the original invoice. Once we receive your return we will get the correct item sent out to you ASAP or issue a refund. Once again we apologise for this.
How do your garments fit?
We know how important it is to get the right fit so we have made it easy. On each product page there’s a size guide tab which provides details on the garment measurements and the size conversions. If you want to know more about all of our garments then please click on the size guide at the bottom of the website.
What is meant by the term ‘oversized’ in the product description?
Many of our garments are oversized, we believe this is part of the Harper & Lewis look. This means our garments are tailored to have a larger, more boxy fit. If you do however prefer a more fitted look then don‘t worry we’ve got you ... choose to go down a size from your normal one to get the perfect fit.
When are you re-stocking?
We know that sometimes your favourite items might be out of stock. Please don’t be disappointed, we aim to re-stock where possible our best sellers and our core stock. On the product page of styles we will be re-stocking you can sign up to receive an email notification when an item is back in stock.
Do you offer student discount?
Unfortunately we do not offer any student discount at this time, however we do believe in treating our customers so please keep your eyes peeled for deals. Sign up to our emails to be the first to know about these deals as well as receiving a 10% discount when you sign up.
Why isn’t my discount code working?
If your discount code isn’t working please email us at firstname.lastname@example.org and our customer service team will help you to sort this.
Do you sell gift vouchers?
Yes, we believe the gift of choice is the perfect gift for all. Please head to the gift card section on the website to purchase a gift card of your chosen value. Once purchased the gift card will be sent to the email address provided.
If I send an email, how long does it take for a reply?
Our customer service team operate Monday-Friday from 9am-5pm. We aim to respond to any queries within 48 hours however please allow up to 72 hours during busy periods.
Where can I find you on social media?
Our social media presence is constantly expanding as the brand evolves. You can find us on Facebook, Instagram, Tiktok and Youtube. Follow the links on the website to these and give us a follow to keep up to date with new product launches, deals, customer pictures and more.
Tell me about brand values - sustainability & ethics?
As a brand we started our journey selling Vintage clothing so sustainability is of great importance to us. As we have grown and moved on to producing our own label clothing we have tried to adopt the values learnt and apply them to areas of the business where possible. To us at Harper & Lewis, sustainability means several different things, it means that our factories are third party certified, that they are free from hazardous chemicals and that all our workers are given a fair wage and safe working environment. We currently manufacture our clothing in
both the UK and Turkey. All our off shore factories follow the BSCI Accreditation scheme which ensures that the supply chain meets all requirements for good working conditions. Many of these factories also hold a Sedex certification which further ensures that best practise is carried out. Sedex are dedicated to driving improvements in ethical and responsible business practises for global supply chains.
Moving forward we believe that there are improvements that both ourselves and our customers can make. We believe that the smallest of changes can have a big impact and this is why we send all our parcels out in biodegradable mailing bags. At present our design team are exploring the possibility of sustainably sourced fabrics and trims to ensure that in the future we as a brand are continuing to play our part in a more sustainable world. So what can you do to help? To help cut down the amount of garments that end up in landfill we ask our customers to
recycle their garments once they are finished with them. No matter what the condition, they can be of use. Wearable garments can be given to charity shops where they will go to their next home. With garments that are no longer suitable for re-wear the fabric can still be sent as rags where it can be converted into recycled fibres.