✔︎ Worldwide Express Delivery
Orders & offers
How do I use my first-order 10% offer?
Enter WELCOMEHARLEEN at checkout for 10% off your first order from our eligible collections. Look for the offer note near the product price.
The code is for customers who have not previously purchased, can be used once per customer and cannot be combined with other discounts. Gift cards and appointments are excluded. Check that the reduction appears in your order summary before paying.
Why is my discount code not applying?
Check the spelling, expiry date and the eligible items in your bag. First-order offers are for new customers only. Personal offers must be used with the email address they were issued to, within the stated period.
Remove other discounts before trying again. If you still need help, contact us on WhatsApp before placing your order.
Can I change my order after placing it?
Contact us as soon as possible on WhatsApp or at info@maisonharleen.com with your order number and the change you would like to make.
Our team will check what is still possible depending on the order’s preparation, production or dispatch status. Please wait for confirmation; a requested change is not automatic.
Sizing, returns & exchanges
How do I choose the right size?
Use the Size Guide on the product page and compare your bust, waist and hip measurements with the garment’s size information. Select your size before adding the gown to your bag.
If you are between sizes or unsure of the fit, send our team your measurements and the product link on WhatsApp. Our Size Chart can help you measure.
Can I request custom sizing?
Custom sizing is available upon request. Contact us on WhatsApp with the product you love, your measurements and your event date before ordering. Our team will confirm the available options, production time and any additional cost.
Only personalised products, including pieces made to your individual measurements or altered to your requirements, are excluded from change-of-mind returns and size exchanges. Standard-size items, including those made to order, qualify for 14-day returns. Please review the Return Policy before confirming your order.
Can I return or exchange my gown?
Request a return or size exchange within 14 days of delivery. All non-personalised products are eligible, including standard-size pieces made to order. Only items made to your individual measurements, personalised designs or items altered to your specific requirements are excluded from change-of-mind returns and exchanges.
Please return items unworn, unused and unaltered, with original tags and packaging where possible. The customer pays return or exchange shipping costs. Contact us before sending your item. Faulty, damaged or incorrectly supplied items are covered separately, including personalised products.
Read the full 14-day return policy and conditions.
Email info@maisonharleen.com or message us on WhatsApp with your order number within 14 days of delivery. After notifying us, send your return within a further 14 days. Refunds go to the original payment method; see the full policy for refund timing and delivery-charge details.
What should I do if my item has a manufacturing defect?
Contact us as soon as possible with your order number and, if available, clear photos or videos of the issue. We will assess the item and arrange the appropriate return, exchange, repair or refund. This also applies to personalised products.
Maison Harleen covers return shipping for approved faulty, damaged or incorrectly supplied items. Please contact us before sending the item back and read the Return Policy. Your statutory rights and any longer rights under applicable consumer law are unaffected.
Delivery & customs
When will my order arrive?
Preparation, production and dispatch times vary by dress, size, customisation requirements and availability. Any lead time stated for the selected product or confirmed by our team applies to that order.
Unless otherwise stated, orders are sent with FedEx Express. Estimated shipping transit time is shown at checkout and starts only after dispatch. This is separate from the time needed to prepare or make your gown.
If your event is approaching, contact us on WhatsApp with the product, size, destination and event date before ordering so we can confirm the appropriate timing. See the Shipping Policy.
Is delivery complimentary?
We offer complimentary worldwide delivery, excluding custom-made items. A flat £100 shipping charge applies to the 40 destinations listed in our shipping policy, regardless of order value or item quantity. There is no free-shipping threshold for those destinations. The final delivery charge is shown at checkout before payment.
Complimentary shipping does not include import duties or taxes. Please read the Shipping Policy and destination list for full details.
Will I need to pay import duties or taxes?
Import duties and taxes may apply depending on your destination country and local customs rules. These charges are outside our control and are payable by the customer.
A parcel may arrive without additional charges, but this cannot be guaranteed for every shipment. For guidance specific to your country, check with your local customs authority.
How can I track my order?
Once your order is dispatched, we email you a tracking link. You can also visit Track Your Order.
Tracking updates can take up to 48 hours to appear. If no update is available after that time, contact info@maisonharleen.com with your order number so we can check with the courier.
Account & assistance
Do I need an account to place an order?
You can shop without creating an account. If you would like to view your order history, select Sign in and use the same email address you used at checkout.
How do I sign in to my account?
Select Sign in, enter your email address and follow the secure sign-in instructions. You can also use Continue with Shop where offered.
Use your checkout email address to find your orders. If you have trouble receiving a sign-in email, check your spam folder or contact info@maisonharleen.com. Never share a sign-in code with anyone.
How can I speak to your team?
Our team is available daily, 10am–8pm (CET) for sizing, product and order assistance.
Message us on WhatsApp at +44 7552 323948 or email info@maisonharleen.com. Include the product link or order number so we can help you more quickly.
For a personal consultation, explore our appointment options.