Frequently asked questions

Ordering from us is very easy: as soon as you have placed the item in your shopping basket, you can place your order by clicking on the ‘Order’ button.

You can do this easily during the ordering process and you will then be automatically logged in. You will then be guided through the order process in three steps (address - payment method - confirmation) and can finalise your order.

We also offer you the option of placing an order without setting up a customer account. We also offer you the option of placing an order without setting up a customer account. To do this, please click on ‘Continue’ in the registration form as a guest.

To finalise your order, follow the three-step order process (your details - payment - order).

Once your order is complete, you will receive an order confirmation email containing not only the items you have ordered, but also your delivery and billing address and your chosen payment method.

Your order will then be delivered to you and we hope that you are happy with your items. If this is not the case, you can of course also start the returns process.

Cancellations are possible if your order has not yet been processed by our warehouse. As our warehouse processes orders very quickly, it is sometimes not possible to cancel an order even after a few minutes.

The quickest way to do this is to call up the relevant order in your customer account and select the cancellation option. please note that you can only request a cancellation for all items in a planned delivery.

If you wish to cancel all items in your order, but your order has been split into multiple scheduled deliveries, you must request a cancellation for each of these scheduled deliveries.

Unfortunately, it is not possible to cancel a specific item in a scheduled delivery.

After your request, you will receive a separate email about the status of your cancellation request.

In principle, there is no minimum order value in our online shop. However, there may be a minimum order value for some payment methods; you will be informed of this during the order process.

As a rule, we deliver immediately available items within 5 to 8 working days.

To check the delivery status of your order, please refer to the dispatch confirmation you received by email and for each parcel sent to you, you will receive a dispatch confirmation containing a tracking link.

This confirmation will be sent to you after the order confirmation once the goods have been dispatched.

You can check whether you have completed your order correctly using the confirmation we have sent you by e-mail.

If you have set up a customer account, please log in to the website and view your orders under ‘Order’.

If you have any questions, you can contact our customer service team at any time by e-mail at support@harrow-haze.uk

We dispatch our articles in United Kingdom in co-operation with our partners Royal Mail and DPD.

Of course, you can also have your order delivered to an address other than your billing address, e.g. to your workplace or a collection point.

To do this, simply select one of the payment methods offered and enter the desired delivery address in the ‘Delivery address’ section.

Unfortunately, it is not possible to change the delivery address at a later date. As orders are processed immediately, we cannot guarantee a change.

If the specified delivery address cannot be found or your order cannot be delivered, the consignment will be returned to us.

As soon as we have received and checked your return, we will pay you the corresponding amount using the payment method you selected when placing the order.

If your order qualifies for a return, follow these steps to initiate the return process:

1. send an email via the ‘Contact Us’ section of the website

2. Make sure the email contains the following information:

-Order number

-Reason for return request

-Photo of product if broken

-First name + customer's name

-Customer's address

We will contact you to provide you with the return address.

As soon as we have received and checked the returned goods, the credit will be refunded to you in the amount of the invoice amount within 14 days using the payment method you selected when placing your order.

You will receive a full refund of your order, if you return your order in full.

If an item supplied by us is damaged or defective or does not meet the requirements in any way, you can of course make a complaint and return the item to us free of charge using the returns slip. All information about returns can be found under ‘How can I make a return?’.

At Harrow & Haze, you can return the ordered items to us within 30 days of receiving your order. Further information on the right of cancellation in our online shop can be found in our General Terms and Conditions (GTC). Please note that returns made via the post office will be processed faster than returns made via a relay/consignment point.

The credit will always be paid out using your chosen payment method. If you pay by credit card, we will refund the amount for the returned items directly to your credit card account. If you pay by PayPal, the credit will be credited to your PayPal account.