Frequently asked questions

Frequently Asked Questions

Below you’ll find the most frequently asked questions (and answers) that you can use for your FAQ page. Feel free to use these as a template or inspiration for your webshop.

Orders & Delivery

Question: When can I expect my order?
Answer: The average delivery time is 5–10 days. Our products are shipped directly from our supplier to you. Thanks to this unique business model, we save on storage and transport costs, allowing us to offer competitive prices and cover the shipping costs ourselves.

Question: The expected delivery time has passed — where is my order?!
Answer: In 99% of cases, orders are delivered within the expected delivery time. Occasionally, an order may experience delays during the shipping process. You can check the status of your order via the link below:

Track your order

If you still haven’t received your order 3 days after the expected delivery time, please contact us at info@harpermaestudio.com.

Question: I’m missing some products from my order — how is that possible?
Answer: Because we work with multiple suppliers, items from your order may be shipped separately. If some products are missing, you will usually receive them within 2–3 days.

Our apologies for the inconvenience.

Question: What are the shipping costs?
Answer: We cover the shipping costs for your order.*

Returns & Exchanges

Question: I’m not satisfied with my order — can I return it?
Answer: Yes. You can return any order within 14 days of receiving it, without providing a reason.

Question: I want to return an item — what should I do?
Answer: If you’re not satisfied with your order, you can return or exchange it within 14 days after receiving it. Products must be returned in their original condition and with all labels and tags attached. The product must not show any signs of use.

A return shipment must always include a Track & Trace code. The sender is always responsible for the return shipment.

Once we have received your returned items, we will refund the purchase amount to your bank account within 14 days.

How to Return Your Order
To initiate a return, simply follow these steps:

📧 Email us at: info@harpermaestudio.com
Include the following details:

  • Order number

  • Reason for return or exchange

  • A photo of the product (if damaged)

  • Your first and last name

  • Your address

Once approved, our customer service team will email you detailed return instructions.

⚠️ Please note: in certain cases, returns may need to be sent to our facilities in Asia. Always follow the instructions provided by our customer service team to ensure your return is processed correctly.

Do not send returns to the sender’s address without confirmation, as the customer is responsible for all return shipping costs.

Track & Trace

Question: Where can I find my Track & Trace code?
Answer: On this page Track your order, you can enter your email address and order number to track your package.

Question: My Track & Trace code shows no information — how is that possible?
Answer: Track & Trace information becomes available once your package has arrived at the shipping carrier. Please note that there may be a short delay before tracking information updates.

Frequently Asked Questions

Yes, we offer Free Premium Shipping, along with Track & Trace, because we value you as a customer and want to provide you with the best service.

Yes, you can return your order within 30 days of receiving it.

You can track your order by entering the tracking number you received from us on the "TRACK YOUR ORDER" page. Once you’ve entered the number and clicked "TRACK," you will see the status of your order.

You can pay safely and securely with the following payment methods: Credit Card, Visa, Mastercard, American Express, Apple Pay, Google Pay, Maestro, and Shop Pay.

Yes, once you've placed your order, a confirmation will be sent to your email inbox. If you don’t see it, feel free to reach out to our customer service team, we’re happy to help you right away.

Email:  info@harpermaestudio.com