Contact Us

One address, one inbox, and a person at the other end of it.

What follows is not a list of instructions. It is a list of the things most shops put between you and an answer, and which you will not find here. Each one exists for the shop's convenience rather than yours, and each one is a place where a simple question goes to wait.

No ticket number

You will not be issued a reference beginning with a hash and asked to quote it back.

Your order number is the reference. It is at the top of your order confirmation, it already exists, and it is the only thing we need to find everything attached to your purchase.

If you are replying about something ongoing, reply in the same email thread. The history comes with it, which means you do not have to explain the situation twice to two different people.

No subject-line code

Some policies require you to put a particular word in the subject line before a request counts. Write whatever you like. "Hole in the hem", "wrong colour", "cancel my order", or nothing at all.

The only thing that genuinely helps is your order number on the first line of the message. Without it we are searching by name and email address, which usually costs a day.

One exception, and it is in your favour: if your message is about your personal data — a copy of what we hold, a correction, a deletion — put "data protection" in the subject. That routes it correctly and starts the formal acknowledgement clock described in our Privacy Policy.

No account, no portal

You do not need to create an account to order, to track a parcel, or to return something. There is no returns portal to log into and no password to recover at the exact moment you are already irritated.

No authorisation before your cancellation counts

A cancellation takes effect when you send it, not when we approve it. There is no approval stage, no eligibility review and no form.

We do ask you to email before posting anything back, for one practical reason: the return address is not always the same, and a parcel sent to the wrong one is a real problem for both of us. That is logistics, not permission. Your right is unaffected by our reply, and the full position is in the Returns Policy.

No chatbot

Nothing here is going to ask you to rephrase your question.

The trade-off is honest: a person is slower than an instant reply and much faster than a queue, and a person can tell you "we don't know yet, and here is what we are doing about it" — which is often the true answer and never one a script produces.

It also means answers come from someone who has handled the product, rather than from a supplier's description.

No "24 to 48 hours"

That phrase is a way of promising a day and keeping two.

Within one business day, Monday to Friday. Write at 16:55 on a Friday and you will hear back on Monday. Write at 09:05 on a Tuesday and you will hear back that day. Weekends and bank holidays are not counted and are not a delay — they simply are not working days.

No queue on social media

A direct message reaches us eventually. Email reaches us within a business day, and it is the only channel we can treat as reliable.

There is also a reason beyond speed: we will not discuss the details of your order on a public or semi-public channel. Addresses, order contents and refunds belong in a private email thread, not in a comment section.

The two things that actually speed it up

The order number, on the first line. Everything else can be as rough as you like.

A photograph, for anything visual. Damage, a wrong item, a seam, a colour that looks off. One image settles in three seconds what several paragraphs struggle to describe — and it is help, never a requirement. For the first six months after delivery the burden of proving a fault is ours, so nothing waits on your photograph.

If the parcel itself arrived damaged, photograph the item, the outer packaging and the shipping label before the box goes out for recycling. That is the evidence for our claim against the courier — not a condition of yours.

Before you buy, tell us where you will be sitting

Which chair, which room, whether there is a window or an outside door beside it, whether your feet are up or on the floor, and whether it is for one person or two.

Those details change our answer far more than any product specification does. A reading chair in a well-heated room is a different recommendation from a seat by a single-glazed bay window in February. Ask before, not after — we would much rather talk you out of the wrong purchase than process the return.

About an order that is in transit

Your tracking number arrives in the dispatch email. Give the link 48 hours before worrying — a courier registers a parcel at its first sorting hub, not when it leaves us, so day one often shows nothing.

If tracking says "delivered" and there is no parcel, give it 3 business days — a surprising number appear with a neighbour — then email us.

In every case: contact us, not the courier. Your contract is with us, a customer who rings the courier is usually sent back to the sender, and we open the case ourselves. The remaining deadlines are in the Delivery Policy.

Three things we cannot do

Give you medical advice. We make no claims about warmth and health — not about circulation, pain, sleep or recovery. A heating blanket makes you warmer; that is the whole of it. If there is a medical question, or you are buying for someone with reduced sensation, ask a healthcare professional.

Act as your legal adviser. We will tell you plainly what we do and what the law gives you, but for an independent view there is the Citizens Advice consumer service on 0808 223 1133, Trading Standards through the same route, and the small claims track, which handles most consumer claims without a solicitor.

Move a van. We can open a case with the courier, escalate it and replace or refund without waiting for the outcome. We cannot change the courier's schedule, and we will not pretend otherwise by telling you it is "with the warehouse".

If you have not heard back

More than one business day: check your spam folder. Our email comes from an address ending @harwelton.com. Then simply send the message again — a filtered reply looks exactly like a message that was never sent, and resending costs us nothing.

If instead you receive a message demanding a payment to release a parcel, it is not from us. There is no duty, import VAT or handling fee on a UK delivery. Forward it to us rather than clicking anything in it.

Anything else

Press, partnerships, or a mistake you have spotted in one of our pages — same address, and it reaches the right person. We particularly want to hear about the last one.

The policy pages

  • Terms and Conditions — how the contract is formed, your 30-day cancellation right, the model cancellation form, and your rights when goods are faulty
  • Delivery Policy — times, tracking, damaged parcels, and the deadlines for reporting a problem
  • Returns Policy — starting a return, the return address, and how refunds are calculated
  • Privacy Policy — what we hold, why, for how long, and what you can require us to do with it

Business information

  • Store name: Harwelton
  • Company name: Harwelton LTD
  • Address: St Ann's Road, Harrow, Middlesex HA1 1HS, United Kingdom
  • Email: support@harwelton.com
  • Phone: +44 20 8424 2828
  • Customer service hours: Mon–Fri: 09:00–17:00
  • Sat & Sun: Closed
  • Response time: Within one business day

The Harwelton team