Customer service

What methods of payment do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay and Alipay

Can I use more than one method of payment on an order?

We only accept one method of payment per order.

When will payment for my order be taken?

Payment is taken once your order is processed and confirmed. You will receive a confirmation email when your order has been processed.

Can I amend or cancel my order?

Unfortunately we cannot amend or cancel an order once it has been submitted as our warehouse processes orders as soon as they are placed.

What if I am interested in a product that is not on the website?

Items that are not shown on our website may be available at one of our shops and can be purchased via our mail order service. Please contact customerservice@margarethowell.co.uk or one of our standalone shops and we will be happy to assist.

Can I send an order as a gift?

Orders can be sent to any address however multiple delivery addresses cannot be used on the same order. Please note we do not offer gift receipts and pricing will be visible on the order invoice.

Do you gift wrap?

Gift wrapping is offered free of charge by selecting the COMPLIMENTARY GIFT WRAPPING option on the checkout page. Gift orders are tissue wrapped in a Margaret Howell gift box tied with ribbon and shipped in an unmarked box. Please note we do not offer the service during sale periods.

Can I use a shop gift card on the website?

Gift cards issued at Margaret Howell and MHL. standalone shops can only be redeemed in our shops and cannot be redeemed on our website.

Can I use a Credit Note on the website?

Credit notes issued at Margaret Howell and MHL. standalone shops can only be redeemed in our shops and cannot be redeemed on our website.

How is my order shipped?

UK

Orders are shipped via DPD. Please note we do not offer Sunday delivery.

Next Day and Saturday deliveries are unavailable to the Scottish Highlands + Islands, Northern Ireland, Isle of Man, Isle of Wight, Isles of Scilly and the Channel Islands. 

Standard delivery for all orders over £250 is free of charge.

Please note that Standard Delivery times may take a little longer during sale periods.

Margaret Howell is not liable for shipping delays after items have been dispatched.

INTERNATIONAL ORDERS

Margaret Howell Ltd has now partnered with Global-e to provide a better shipping service to our non UK customers. All orders will now have the correct duties, taxes and shipping costs calculated at the checkout, and can be paid for in local currency using your preferred payment provider. International orders will be contracted to Global-e and will be subject to their Terms & Conditions which can be reviewed here.

How can I track my order? 

A confirmation email with the courier tracking number will be sent once an order has been dispatched.

Will I have to pay duty and import charges on my order?

All orders to the EU are shipped inclusive of duties and tax. No further costs will be charged on receipt of the order.

All orders to the United States are shipped inclusive of duties and tax. State taxes will be shown at time of purchase at the checkout and no further costs will be charged on receipt of the order.

Orders delivered outside of the EU and United States are shipped inclusive of duties and tax. Local duties and taxes are payable at the checkout and are the responsibility of the recipient.

The EU countries are: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

How will my order be packaged?

All packaging is FSC certified and fully recyclable.

Standard orders are wrapped in tissue and packed in a white box with no external branding.

Gift orders are tissue wrapped in a Margaret Howell gift box tied with ribbon and shipped in an unmarked box.

Are there any places that you do not ship to?

We do not ship to Japan or to PO and BFPO addresses. For Japanese customers the Margaret Howell and MHL. collections are available at margarethowell.jp We are currently unable to ship to Ukraine and Russia.

CAN I COLLECT AN ORDER FROM YOUR SHOPS?

Currently, we do not offer a Deliver To Shop service.

CAN I PLACE AN ORDER BY TELEPHONE OR EMAIL?

Telephone or email orders can be made from any Margaret Howell or MHL. standalone shop.

Our shop staff can also answer questions about the collections and advise the best size for you.

Payment for telephone and email orders is processed using a secure link from our payment provider.

WHAT ARE THE MAIL ORDER SHIPPING CHARGES?

Shipping is complimentary on mail orders above £250 / €285 / $300. For orders less than £250 / €285 / $300 the charges are –
UK - £10 / €15
EU - £14 / €15 standard delivery and £23 / €25 express delivery
International - £25/ €27 / $27

HOW IS MY MAIL ORDER SHIPPED?

Mail orders are shipped via DHL using their GoGreen Climate Neutral service.

CAN I RETURN A MAIL ORDER TO A MARGARET HOWELL OR MHL. SHOP?

Mail orders placed from one of our standalone shops can be returned to any Margaret Howell or MHL. standalone shop in the UK, and refunds are processed in store.

We will happily refund any unworn or unused items purchased online and returned in their original condition within 28 days of receipt.

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

We will refund any unworn or unused items purchased online and returned in their original condition within 28 days of receipt. Please note items purchased online cannot be exchanged either online or in our shops.

For shop purchases, we will exchange or issue a credit note for items returned with proof of purchase and in their original condition within 28 days of purchase.

We do not accept the return of underwear and earrings.

HOW DO I RETURN AN ORDER?

UK

Click here to view our Returns Form with instructions on how to return an order.

INTERNATIONAL

International orders are now contracted with our shipping partner, Global-E and are subject to their Terms & Conditions. Returns must be arranged through their dedicated returns portal here. Please ensure that you have your Order ID and email address to quickly process your return.
Please note that some International Returns may be subject to longer processing times.

When returning items please ensure that the online returns form has been completed and that return items have been carefully packaged to avoid damage in transit. Please also ensure that the original order number is clearly marked on the outside of the package.

DO YOU OFFER FREE RETURNS?

For faulty items we will refund the cost of shipping. For non-faulty items the customer is responsible for the cost of shipping.

CAN I RETURN AN ONLINE ORDER TO A MARGARET HOWELL OR MHL. SHOP?

Online orders cannot be returned to a Margaret Howell or MHL. standalone shop.

For UK orders follow the instructions on how to return using the online returns form here.

For International orders returns must be arranged through the Global-E dedicated returns portal here.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

Once received at our Returns Department, we aim to process returns within 10 working days. A confirmation email will be sent once the return has been processed.

WHEN WILL I RECEIVE MY REFUND?

Once processed, refunds will be credited back to the original method of payment within 5 working days.

WHAT IS THE BENEFIT OF HAVING AN ONLINE ACCOUNT?

A personalised Margaret Howell account allows secure storage of preferred shipping and payment details for an easier checkout process. Additionally, all order and shipping details are stored in the account.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

Opening an account is optional and orders can be placed without an account.

I CANNOT ACCESS MY ACCOUNT

Account passwords can be reset by clicking the FORGOTTEN PASSWORD link in the SIGN IN section. An email will be sent to the registered email address instructing on how to reset the password.

If the account still cannot be accessed after resetting the password please contact customerservice@margarethowell.co.uk or call +44 (0)20 7591 2250 and we will be happy to assist.

HOW IS MY PAYMENT INFORMATION STORED?

All payment method details stored by Margaret Howell are encrypted via tokenisation from our secure payment provider.

HOW CAN I DELETE MY ACCOUNT?

Please contact customerservice@margarethowell.co.uk for assistance with deleting an account.

If you are unable to find the answer to your question in the FAQ section please contact us by email customerservice@margarethowell.co.uk or by telephone +44 (0)20 7591 2250 Monday to Friday 10:00 – 18:00 GMT. We aim to respond to any enquiries within 48 hours of receipt.