Help center
Delivery & Experience
Your items will be delivered according to the shipping option you selected at checkout. Delivery details will also be confirmed in your confirmation email.
Your try on period starts the day after you receive your complete order. You will be notified via email at this point.
The length of your try on period is determined by the brand and this is clearly shown on the checkout. During this period, you must try on your pieces and return any unwanted items. Do not remove any labels or wear the pieces beyond trying them on.
The number of pieces you can try on depends on the brand’s specific policy, which will be clearly displayed during checkout. While some brands may have limits, we encourage you to try on multiple sizes and styles to find what works best for you. Whether you’re exploring a few key pieces or refreshing your wardrobe, feel free to select items that help you make the most of your try-on experience.
Payment & Refunds
You will only pay for the shipping fee upfront. At the end of the try on period, we will charge your card for the pieces you decide to keep (those that have not been returned within the period). For returns made after the try on period, we will issue a refund once the items have been checked in at the warehouse. We will provide reminders throughout your try on period.
Harper accepts major credit cards and debit cards including Visa, Mastercard and American Express.
No, you will only pay a shipping fee upfront. After your try on period, you will be charged for the pieces that you decided to keep (those that have not been returned). There are no additional or hidden fees.
No, using our service will not impact your credit score. There is no issuing of credit.
Returns & Exchanges
To make a return, please follow the brand's standard returns process as communicated in the confirmation emails. Please ensure that any returned pieces have the label, are undamaged and unworn. Otherwise, they will not be accepted and you will be charged.
Yes, any unwanted pieces need to be returned during the try on period. These returns do not necessarily need to be received by the warehouse during this period, but they must be sent off within this time frame. We will charge your card for the pieces kept at the end of the period (the pieces that were not returned).
You must follow the brand's standard returns and refund policy. Please check their website for the returns window and refund policy.
There are no fees for late returns. However, you will be charged for any items not returned within the try on period. Refunds for returns made after the try on period may take several days to process.
Delivery & Experience
Your pieces will be delivered by a member of our expert team of Style Concierges. Our Style Concierges are background-checked, employed by Harper, and trained alongside our brand partners to provide Harper’s signature service. They are service experts and will make your experience smooth and stress-free.
Your Style Concierge will arrive within your chosen one-hour window. You will have 40 minutes from the time of delivery to make your decision. The average time spent inside a fitting room is 14 minutes so we find 40 minutes is a comfortable amount of time for most shoppers.
This depends on whether you opt-in for ‘Style Assistance’ at checkout:
- Opt-in for Style Assistance: Your Style Concierge will accompany you to provide styling advice and assistance. Your Style Concierge typically waits in a different room whilst you try your pieces on and is on hand to offer a second opinion and suggestions when you need it.
- Opt-out for Style Assistance: Your Style Concierge will drop your pieces off and return after 40 minutes to take payment and collect any unwanted pieces. During this time they will be serving other customers locally.
For the most part, there is no lower or upper limit to how many pieces you can try on with Harper, although some brand-specific restrictions apply. Some customers will try on just a couple of pieces to figure out their sizing. Others will try on upwards of 20 pieces as part of a seasonal wardrobe refresh. Feel free to try on as many pieces as you need to figure out your sizing and find the styles that work best for you.
We currently serve all 32 London boroughs and will be announcing further locations in the near future.
If you're outside of Greater London, why not check out our Try for 5 service, which operates across the UK.
We understand that plans can change and things come up unexpectedly. You can reschedule your appointment up to midday on the last business day before your scheduled time. To make changes, please contact Harper's customer service team by emailing service@harperconcierge.com or calling 0333 939 8123. We're here to help ensure your experience is as smooth and convenient as possible.
Payment & Refunds
No, there is no obligation to purchase. Our role is to make it easy for you to find the pieces you love, and return the ones you don't. We want you to feel confident and comfortable in your choices, without any pressure to buy. Plus, our Style Concierge are rewarded based on delivering excellent service, so you can trust that they have your best interests at heart.
While we hope you find pieces you love during your appointment, you are still entitled to the brand’s return policy afterwards. If needed, please refer to the brand’s website for details on how to make a return in line with their standard policy.
Payment is taken only for the pieces you decide to keep at the end of your appointment. We use a mobile iZettle card reader to process payments and can accept most cards and contactless payments. Learn more about accepted payment methods here.
The majority of the cost of the service is covered by the retailer to help you find the pieces you love. Some retailers may charge a small service fee to help cover the cost of the service, but most customers find that the time saved finding the pieces they love without dealing with returns is well worth it. If a fee applies, it will be clearly shown at checkout, so there are no surprises.