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Welcome to Harrier Customer Support!
We pride ourselves on fast and friendly customer service. If you have visited our help pages, but still have a query, please get in touch with Rachael,our Customer Service Extraordinaire! We aim to reply within 1 working day, but during busy periods this may be slightly longer.
Frequently Asked Questions
My order doesn’t quite fit, how do I exchange it?
For UK returns, simply visit our free portal, where you can select to exchange your item(s), or request a refund.
Click here to be taken to the returns portal
Once complete, you will receive an email containing a Royal Mail link, to generate your free postage label. Items being returned need to be unused, and in resalable condition, with the original packaging.
Once back with us, we process your return within 2 working days (Monday to Friday), and send your new item on next day delivery.
Do Harrier run any promotions?
Yes! Throughout the year we will be running a variety of promotions. Sign up to the Harrier newsletter to be the first to know when a new promotion drops.
*Discounts cannot be used in conjunction with each other.
I am between sizes/unsure what size to order, what should I do?
If you are unsure on sizing, please visit our size charts page. Not only do we have the clear measurement chart, but further down we have images of actual people in all our sizes, so you can see how these may relate to your body size/type.
Click here to see all of our clear measurement charts
If you are between sizes for vests, we recommend women size down to accommodate a slimmer rib cage, and men size up to accommodate a broader
shoulder width.
If you are still unsure, order both sizes to try at home and compare. You can return whichever you don’t want back to us via the returns portal, for
a refund.
The item I want isn’t in stock, when is it back?
From time to time, some of our lovely products may go out of stock.
When this happens, we will provide all the information we have about the products return on the out of stock section of the help centre. As well as this, we will also alert customers on our mailing list when they arrive back in stock (hint hint... sign up to the newsletter!).
For all available information on arrival dates, please visit;
Stock Alerts
To sign up to the newsletter visit the footer of our website here;
Harrier Homepage
My item seems to have developed a fault, what do I do?
All our products are covered by a 365-day warranty, against manufacturing defects. In the unfortunate event your item develops an issue, please visit our returns portal. Here you can register the problem, with images, and we can we arrange the best course of action to resolve this for you.
Click here to be taken to the returns portal
I love my kit, how do I let you know?
We always love hearing how much fun you’re having with your Harrier kit!
After purchasing with us, you will get a follow up email (a few weeks later) asking if you want to leave us a review, so why not share your love, and add a picture!
How do pre-orders work?
You may find some of our products have the opportunity to pre-order. Pre-ordering ensures you get the kit you want as soon as it is available.
When pre-ordering please be aware of the following;
If your order contains multiple items, all of these items will be sent together when the pre order items arrive with us. If you need in-stock items sooner, you will need to make a separate order.
Customer orders will be sent in date order. Due to high demand we cannot estimate exactly when your order will be sent.
Pre-Orders will be sent Royal Mail Tracked 48 service unless otherwise specified. When your order is on the way your tracking information will be sent by email. If you have not received an update it means your order has not yet left our warehouse. Please rest assured it is in the queue and will be sent asap.
Unfortunately we are not able to bump orders up the list because we are working as efficiently as possible with our fulfilment systems so everyone gets their order as quickly as possible.
If you have not received a tracking update 5 working days after the dispatch dates provided please contact us for a follow up. We kindly ask that during this very busy time you allow us this extra time before contacting us to reduce administration which slows our fulfilment services.
My poles don’t seem to stay connected, what is happening?
Our Z Poles have a draw down section within the handle, which contains our silver tension button. This needs fully extending to secure your poles.
Please visit the link below, relevant to your poles, to watch our setup video.
Helvellyn Adjustable
Click here to watch the video
Helvellyn Pros
Click here to watch the video
Catbells
