REFUND POLICY

 

1. ORDER CONFIRMATION & POLICY ACKNOWLEDGMENT

At Harper & Lane, we prioritize clarity and mutual trust. By placing an order on our website, you acknowledge that you have reviewed and accepted the terms outlined in this Return and Refund Policy. When completing your purchase, you confirm that:

  • You understand the return conditions and timelines

  • You are aware of the categories of non-returnable products

  • You agree to follow our authorized return procedure and request approval before returning any item

2. RETURN ELIGIBILITY

A return must be requested within 30 days of delivery, as confirmed by the courier tracking. To be eligible:

  • Items must be unworn, unwashed, and unused

  • Original packaging and tags must be intact

  • The return request must be initiated by email within the 30-day window

Non-returnable items for hygiene reasons:

  • Lingerie, swimwear, bodysuits

  • Items marked “Final Sale” or “Clearance”

  • Gift cards

3. HOW TO RETURN AN ITEM

Step 1 — Contact us:
Email us at info@harperandlane.co.uk with your order number and photos of the item. We typically respond within 12–24 hours.

Step 2 — International return shipping:
Once approved, we will provide the precise return address.

  • The item must be shipped back to the original international fulfillment center

  • Return shipping costs are the customer’s responsibility

  • We do not issue prepaid return labels

  • You must use a trackable service

DDP (Delivered Duty Paid) Requirement:
Shipping, customs, and handling fees must be prepaid by the sender. Packages sent with unpaid import duties will be refused and no refund will be issued.

Step 3 — Refund processing:
Once the item is received and inspected, refunds are issued to your original payment method within 7–14 business days. Original shipping fees are non-refundable.

4. PARTIAL REFUND OR STORE CREDIT (Recommended Option)

To avoid high international return costs, we offer:

  • Partial refund, or

  • Store credit

You keep the item — no need to send it back.
Simply mention this option in your email request and our team will propose the best solution available.

5. DAMAGED, DEFECTIVE, OR “NOT AS DESCRIBED”

If an item arrives damaged or significantly different from what was described, please report the issue within 48 hours of delivery by emailing support@harperandlane.com.

Required:

  • Clear photo/video evidence of the defect

Note:
Minor variations in color due to screen settings or slight size deviation (1–3 cm) are standard in apparel manufacturing and do not qualify as defects.

Valid claims will be resolved with a replacement or store credit.

6. DELIVERED BUT NOT RECEIVED

Once the package is marked “Delivered” by the courier, responsibility transfers to the recipient and carrier.

If tracking shows “Delivered” but you have not received the parcel:

  • You must file an immediate claim with the carrier

  • Provide us with the Case ID

We cannot issue refunds based solely on a personal declaration of non-receipt when the courier confirms delivery.

7. WORRY-FREE DELIVERY INSURANCE (Optional Add-On)

You may select our protection service during checkout.
If added, you’re covered in cases of lost, stolen, or damaged shipments and can process a claim through the link received in your email confirmation.

8. CHARGEBACKS & DISPUTES (Firm Protection)

We always aim to resolve any problem directly with our customers first. Filing a chargeback or dispute without prior communication violates this policy.

In the event of a dispute, we will submit:

  • Proof of delivery

  • Order confirmation data

  • This policy as accepted at checkout

  • Customer communication history

Fraudulent or abusive chargebacks will result in an immediate permanent account ban from future purchases.