Ordering and Payment

How do I order online?
To purchase a product, simply click on the item you wish to buy, select the size and colour you need and click 'add to cart'. You will see the number of items in your cart in the top right corner.

When you are ready to check out, click on the cart and you will be directed to checkout. Please note you will need one of our supported methods of payment (Visa, Mastercard, Paypal, Afterpay, Zippay or Humm) to finalise your online order.

If you have any issues, email us at 
online@harlowstore.com or call us on 0422 853 111.
 
What payment options do you offer?

We offer the following payment options:

  • Credit Card (American Express, MasterCard, VISA)
  • PayPal
  • Afterpay
  • Zippay
  • Humm
Can I get help with the sizing?
Absolutely! You can find our size guide here. If you need more specific assistance, please email us at online@harlowstore.com
How Do I know if my order was successful?
If you have submitted an order and are unsure if it was successful, please check your email for the Harlow confirmation email. This email will be titled " A shipment from order # is on the way" and will be sent from online@harlowstore.com. If this email is not in your inbox, please check your junk/spam. If you can't locate your order confirmation, please log into your account on our website and have a look at your order history.
I need to change/cancel my order, how do I do this?

We may be able to alter your order before we post it to you. Email us at online@harlowstore.com with your request as soon as possible and we’ll see what we can do, but it may not always be possible. 

If you would like to return an item you have ordered, that is no problem at all – please refer to our returns page.
An item I want to order is out of stock, is it coming back?

If a product is out of stock, sign up for a restock notification, available on each product page. Not all items will be restocked, so email us at online@harlowstore.com for more information.

Do you have a physical store?

Raise your hand if you’ve trekked for hours through a shopping mall, only to arrive home with something you sort-of liked or nothing at all? Yes, us too. That’s why when we started Harlow, we realised that the best shopping and try-on experience is in the comfort of your own home.

  1. You can shop 24/7 - added bonus you can do it in your trackies and with a glass of wine in hand - we don't judge...
  2. You can see the item on a real body, we don't know about you, but we often miss out on something special in store because it doesn't have any “hanger appeal” - online widens your horizons.
  3. It’s quick easy and delivered to your door
  4. You can do it when the mood strikes you - we know good mood, good vibes make for a better experience
  5. You can try them on in front of your own mirror
  6. You can see how they will mix & match back with your other pieces.
  7. You can wear the perfect undergarments for each piece you try on, foundation pieces are super important in the way things fit.

Simple!

DELIVERY AND SHIPPING

Do you offer express shipping?

Yes, we do! 

For orders $150 and over:

  • Express Post - $5.

For orders under $150:

  • Express Post - $12.00
How much is postage?
For orders $150 and over:
  • Standard Parcel Post - FREE
  • Express Post - $5.

For orders under $150:

  • Standard Parcel Post - $10.00
  • Express Post - $12.00
Do you ship internationally?

Yes, we are shipping internationally. We currently have a flat $40.00 AUD to ship anywhere in the world (NZ excepted).  New Zealand is $30.

How do I track my order?
Once your order has been dispatched from our studio, you will receive an email from us with a link to track your order.
How long will my order take to arrive?
We always aim to dispatch orders within 24 business hours. As soon as your order is dispatched, you will receive a tracking link via email for you to stay updated on when your parcel will be delivered. There are currently some Australia Post delays due to increased demand, please refer to their website for more information.
Can my parcel be left on my doorstep if I am not at home?

Australia Post will attempt to deliver between 9am - 5pm on business days. We currently use Safedrop which means they will leave the package in a safe place. If there is no safe place a card will be left and your order will be sent to the nearest post office.

How do I change my delivery address after I have placed my order?

We may be able to alter your order before we post it to you. Email us at online@harlowstore.com with your request as soon as possible and we’ll see what we can do, but it may not always be possible. Please ensure the correct post codes are entered at checkout. If you are in an office building, please add your company name to avoid your package being sent back to us.

You will receive your tracking information once dispatched. If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks, but Australia Post should eventually return the package to us.

What happens if my package goes missing?

Over 90% of late items arrive within 5-7 days of their expected delivery date. 

If the delivery is taking much longer than expected, please lodge an investigation using the link below : 

Find a missing item >

Still have issues? Please contact us at online@harlowstore.com

Can you combine my orders?

We may be able to combine your orders if they are made on the same day, please email us atonline@harlowstore.com if you have made multiple orders and would like them combined into one parcel.

RETURNS AND EXCHANGES 

What is your returns policy?

You can return any item within 30 days of purchase if the item is:

  • In its original saleable condition - unmarked, unwashed and undamaged,
  • All labels are still attached to the product (care instructions, size tags, and the barcoded swing tag).

Returns that are accepted are eligible for a refundstore credit or exchange (of size or another item).

Please Note:

Sale Purchases

We honor our returns for items that are reduced and on sale, however during Sale Promotional Periods there may be restrictions on change of mind returns. Please refer to the conditions during Sale times.

Outlet Purchases

Items purchased through The Outlet are only returnable for exchange or store credit . We do not refund on Outlet items.

Returns on earnings.

Due to health regulations we are unable to accept returns on Jewellery.

Gift Cards and are not refundable.

Please refer to our Returns Policy for full terms and Conditions:

Returns Policy

Can I get a refund on sale items
We accept refunds for items that are reduced and on sale, however during Sale Promotional Periods there may be restrictions on change of mind returns to exchange and credit only. Please refer to the conditions during Sale times.
Can I get a refund on The Outlet
Items purchased through The Outlet are only returnable for exchange or store credit. We do not refund on Outlet items.
How do I know if you have received my return?

You will receive a confirmation email from us that we have received your parcel.

You will then receive an email confirming that your item has been accepted for return. If we are unable to accept the return or need top contact you about your return, you will receive an email or text from us. If we cannot accept your return for any reason we will follow up with an email about the reasons.

How will I be refunded
You will be refunded back to the original method of payment that you made with your order. 
I received a faulty item; how do I return it?

If you have received a product that you believe to be faulty, please go to our returns portal and follow the steps which will take you to an option to upload a photo and describe the issue with the item. We will assess and get back to you via email with our response.

https://www.harlowstore.com/pages/returns

How long will me refund take?
Once we've received your item/s at our studio, we'll process your return and issue a refund to your original form of payment, within 3 working days.

We'll send you an email to let you know we've issued the refund. It may take up to 5-10 additional days for the funds to show in your account depending on your card or bank. Please refer to your bank for transfer times.

If you use a buy now, pay later provider such as afterpay, humm and zipPay, the payments may continue even after we refund because the payment provider may take extra time to stop their debits. Partial refunds will be adjusted accordingly by them.

All providers offer an online and mobile account where you can check your outstanding payments. Please refer to the provider websites for full details.Your refund includes the total value of any returned items.
Please note that delivery fees are not refundable unless you receive an incorrect item.

PROMO, DISCOUNTS AND VOUCHERS 

How do I use a discount code?
To redeem your discount code, please enter the code into the "Gift card or discount code" field at checkout. Only one discount code is redeemable per order.
How do I use a credit note or gift voucher?
To redeem your credit note or gift voucher, please enter the code into the "Gift card or discount code" field at checkout.
My discount code does not work, what do I do?
Please check to ensure that your code is being entered into the " Gift card or discount code " field at checkout, and that the code has been copied and pasted/spelt correctly. Please email us atonline@harlowstore.com with any issues.
Can I use more than one promotional code on my order?
You can redeem only one discount code per order. 
I forgot to enter my code, what do I do?

We may be able to alter your order before we post it to you. Email us at online@harlowstore.com with your request as soon as possible and we’ll see what we can do, but it may not always be possible. 

If you are having any issues with your order, please ensure you get in touch with us prior to placing your order.

Do you have gift cards available?

Yes, we certainly do! You can shop our gift cards here.

** Please note that when purchasing a Gift Card all storewide offers & discount codes do not apply.

When does my gift card expire?

Gift Cards are valid for 3 years. The date of expiry is shown on your gift voucher once purchased. You have until that date to redeem this voucher. Please contact us at online@harlowstore.com prior to the date if you have any issues with redemption. 

ACCOUNT AND WEBSITE

I need to update my account details; how do I do that?
You can update your saved account details including email and delivery addresses, by logging in to your account on our website. Click ‘login’ on the top right-hand corner.
How do I create a new account?
Click ‘login’ on the top right hand corner of our website, and select the ‘sign up’ option.
How do I unsubscribe from your newsletter?
To unsubscribe from receiving our newsletter, you can either follow the link in any email newsletter, or alternatively, send us an email at online@harlowstore.com and we can ensure you are unsubscribed.
I forgot my password; how do I get a new one?

Click ‘login’ on the top right-hand corner of our website, and select the ‘forgot your password option.

No one else can see your password, not even us, so this is the only way to obtain a new one.

I forgot which email address I signed up with?

We suggest you search your email accounts for harlowstore.com and any previous communication from us will appear. If you are still unable to find the correct email address, please email us at online@harlowstore.com and we can look into this for you.

I subscribed to Harlow newsletters but did not receive my first purchase discount code?

If you have not received your $25 discount code for signing up, please ensure you have checked your junk/spam folder in your email. The email should be coming from online@harlowstore.com. If you are still having trouble please send us an email at online@harlowstore.com and we will sort this out for you as quickly as possible!

Can I provide you with feedback on my Harlow experience?

We love feedback! Email us at online@harlowstore.com