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We've tried to answer the most common questions you might have below.
It's why we make returns easy.
You can return any item within 30 days of purchase if the item is:
Returns that are accepted are eligible for a refund, store 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.
110% Store Credit
You can choose 110% store credit when returning an item. Once your return has been received and processed, this credit (the amount you originally paid + 10% extra) will be sent to you by email a gift card and ready to use on your next purchase.
Tracking your return label status
When you have made your payment for your return label, you can track or re-download it at your own convenience. If you lose track of the label or email, all you need is your order ID and email address to retrieve this information again.
Returns on earrings.
Due to health regulations we are unable to accept returns on Jewellery.
Gift Cards and are not refundable.
We are now offering the option to purchase an Australia Post label in the portal to send your item back.
Print your label at home or take your return and barcode to your nearest Australia Post Collect and Return location (those marked with a printed symbol on the map) and they'll print it for you.
Any questions? We are here to help!
Email us at online@harlowstore.com
You can return and exchange 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 on the product (care instructions, size tags, and the barcoded swingtag).
(We are unable to accept returns on Jewellery.)
Returns that are accepted are eligible for a refund, store credit or exchange (of size or another item). Refunds are not available for Outlet items.
Please refer to our Refund Policy for full terms and Conditions:
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 to 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.
The returns portal will guide you through the process and you can choose to be refunded, accept a store credit or request an exchange.
For refunds you will be credited back to the original method of payment that you made with your order.
For store credit you will receive a gift card to the value of your return.
For an exchange we will hold your new item and on receiving your return, mail out your replacement. We cover the cost of shipping for the first exchange on any order made.
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.
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 3-7 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.
