FAQ
Orders
How long until my order ships? We process orders within [1–3] business days. You'll get a confirmation email with tracking as soon as it's on its way.
How long does delivery take? After dispatch, estimated delivery is [3–7] business days to the US, [3–7] to Canada. These are estimates — customs and carrier delays can add time. Full detail is on our Shipping Policy page.
Can I change or cancel my order? Yes, if it hasn't shipped yet. Email [SUPPORT@HARLOWREESE.COM] with your order number as soon as possible and we'll do what we can.
Why did my order arrive in separate parcels? Orders with multiple items sometimes ship separately. There's no extra charge, and each parcel has its own tracking.
I haven't received a confirmation email. Check your spam folder first. If it's not there, email us with the name and address you used and we'll resend it.
Shipping
Do you ship internationally? Yes, worldwide.
How much is shipping? Calculated at checkout based on your destination. Free on orders over [$75].
Will I be charged customs or duties? Possibly, depending on your country. Any import duties or taxes are set by your local customs authority and are the customer's responsibility. We can't predict or control them.
How do I track my order? Use the tracking number from your shipping email at our Track Your Order page.
My tracking hasn't updated in days. Tracking can go quiet for stretches during international transit, particularly at customs. If there's no movement for [10] business days, email us and we'll open an investigation with the carrier.
Returns & exchanges
What's your return policy? Thirty days from delivery. Items need to be unworn, unwashed, and have their tags attached. Full terms on our Return Policy page.
How do I start a return? Email [RETURNS@HARLOWREESE.COM] with your order number and which items you'd like to send back. We'll reply within [1–2] business days with instructions.
Who pays return shipping? You do, unless the item arrived damaged, faulty, or we sent the wrong thing — then it's on us.
Can I exchange for a different size? The fastest route is returning the original for a refund and placing a new order. Sizes move quickly and this way you're not waiting on stock.
When will I get my refund? Within [5–10] business days of us receiving and inspecting the return. Your bank may take a few extra days to show it.
What can't be returned? Final sale items, gift cards, and — for hygiene reasons — underwear, swimwear, and hosiery.
Sizing & products
How do I find my size? Every product page has a size guide with measurements for that specific item. Sizing varies between pieces, so it's worth checking each one rather than assuming.
Between two sizes — up or down? For outerwear and knitwear, size up if you plan to layer. For tailoring, go with your usual size or check the measurements against something you already own that fits well.
Will the colour match the photos? We photograph as accurately as we can, but screens vary. Minor variation is normal.
How should I care for my pieces? Care instructions are on each product page and on the garment label. When in doubt, cold wash and lay flat to dry.
Will you restock a sold-out item? Sometimes. Email us the item name and we'll let you know if it's coming back.
Payment & account
What payment methods do you take? Major credit and debit cards, PayPal, Apple Pay, Google Pay, and Shop Pay.
Is checkout secure? Yes. Payments are processed through Shopify's encrypted checkout. We never see or store your card details.
Do I need an account to order? No, you can check out as a guest. An account just makes tracking and reordering easier.
Do you have gift cards? [Yes — available here. / Not yet, but they're coming.]
Still stuck?
Email [HELLO@HARLOWREESE.COM] and we'll get back to you within [1–2] business days. Include your order number if it's about an existing order.