Common questions
Where can I follow my order?
As soon as your parcel is dispatched, we email you a tracking link. The carrier’s first scan can take 24–48 hours to show up, so a quiet tracking page at the start is normal.
Unsure about a shipment? Write to info@hartwellrose.com and include your order number, and we’ll check on it.
Track My Order
How do I reach customer support?
Email: info@hartwellrose.com
Phone: +1 424 432 4316
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)
We usually reply within 24 hours on business days. Thanks for your patience!
You can also write to us using the form on our Contact page, or browse our FAQ page for fast answers to common questions.
What payment options do you accept?
We accept all major credit and debit cards, plus PayPal and Shop Pay.
On compatible phones, Apple Pay and Google Pay make checkout even quicker.
You will find more in our Transactions Policy.
Is there a charge for shipping?
Shipping is free on every order.
Orders are processed within 1–2 business days and arrive within 3–8 business days after dispatch, which means 4–10 business days in total.
How do returns work?
You can request a return within 30 days of delivery. Items must be unworn, unused and in their original packaging.
To begin a return, send us an email at info@hartwellrose.com.
The full details are in our Return & Refund Policy
Can I cancel after ordering?
You can cancel within 15 minutes of placing your order. After that it normally goes into processing and can’t be cancelled anymore, but you are welcome to return the item once it arrives.
To cancel, just email us at info@hartwellrose.com with your order number and name.