FAQs
PAYMENT, SHIPPING AND RETURNS
Payment
Payment is currently via Stripe.
What postal service is used?
All parcels and packages are sent with official mail services. You will be notified of the name of the service used and tracing number (see below).
Is tracking provided?
Yes, all items are despatched with a tracked and signed service. This means each packet requires a signature and are issued a tracking number. You will find your tracking number in the shipping and despatch confirmation email.
Please check your spam/junk folder if you having difficulty finding this email.
It is important to note that registered mail may at times not provide a tracking service during some parts of transit between countries.
Estimated delivery times
Delivery times are estimated only and given as a guide in good faith, but please note it can vary greatly depending on the country of destination. In general, estimated delivery times are as follows:
Mainland Spain and Balearic Islands: Next day delivery
UK: Next day delivery
EU: Next day delivery
International (US): 48 hours delivery
International (Non-EU, Non-UK and Non-US): 48 hours - 7 days delivery (depending on the country)
Please note delays due to customs, Covid-19, transport delays cannot be anticipated. Fiona Harlowe cannot be held responsible for any extra postal delays. Estimated delivery times do not take into account possible delays caused by payment authorisation and/or stock availability.
International orders
Fiona ships to most international countries. Shipping fees are flat rate with a small, incremental increase for every additional product.
Custom fees, import charges and/or local taxes may be charged when arriving in your country. These are entirely at the cost to the receiver and not Fiona Harlowe. Some countries require the submission of additional information (i.e. Brazil). Products ordered from abroad may be subject to custom charges or other fees which Fiona Harlowe has no control over and neither is she ever responsible for.
In solidarity with Ukraine Fiona does not accept orders from Russia at this time.
RETURNS
Fiona does not take returns. This means that returns are not offered on products, digital online courses or gift cards.
Strict hygiene practices mean that Fiona Harlowe is unable to accept returns, plus she is also assured in the safe and successful formulas of her small range of artisan skin care products.
If you have been accidentally sent the wrong product, or you consider it to be faulty, please contact Fiona Harlowe directly on info@fionaharlowe.com within 7 days of receiving your product.
In the unusual and unlikely case of returning a mis-sent or faulty product it must be unused and unopened with the seal in tack and not tampered with in any way. You will be responsible for paying your own shipping costs and potential customs charges for returning your item. All items should be returned by a secure transport using a tracked and signed for service. Shipping costs are non-refundable. If Fiona Harlowe also considers the product/s to be defective, your products will be replaced by the same type of product. All exchanges are subject to availability. Exchange or refund for faulty items can be made within a 14-day period following delivery. If you receive a refund, the cost of the return shipping will be deducted from your refund. Additional duties and taxes will not be refunded. To be clear if you are unhappy with your product please contact Fiona Harlowe via email within 7 days of receiving your product.
To mitigate against you receiving a product which is not the most ideal for your skin, especially given that Fiona does not offer refunds, Fiona encourages, and welcomes, you to contact her prior to your purchase. Fiona is always extremely happy to give advice on which products will be of upmost benefit to you and your skin.
For any questions, and for the exact address to return incorrect or possibly faulty products, please contact Fiona Harlowe directly: