Refund policy
Introduction
This Returns Policy applies to all purchases made on our website.
Regular Purchases
Items can be returned within 14 days of the date of your order being shipped for an exchange or refund.
Please ensure your return is sent back within the timeframe and meets the returns criteria below:
- In its original condition, unmarked and unwashed
- Not defective as a result of misuse
- All labels are still attached on the product (including the care instructions, size tags, and barcode).
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund/exchange.
Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable).
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted.
Depending on your payment method the funds may take 2-3 business days to clear back into your account. If you haven’t received a refund yet, contact your credit card company or bank.
If you’ve done all of this and you still have not received your refund, please contact us.
Sale items
These can be exchanged but may not be eligible for a refund. Please refer to the product description to determine eligibility.
Exchanges
You can exchange items for a different size or item.
Store Credit
Harlow reserves the right to issue a store credit instead of refunding your method of payment as an option for returns.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
*NOTE : You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable (unless the return is due to an error or fault on Harlow’s part).
Depending on where you live, the time it may take for your exchanged product to reach you may vary and be determined by our postal service.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot guarantee a refund in the event of loss or damage by the postal service or our network.
Consumer Guarantees
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).
If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.
Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.
Our customer service team is unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.
Sale Purchases
We honor our returns policy 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.
Contact Us
If you have any enquiries regarding your return or our Returns Policy, please contact us