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RETURNS POLICY 1

We hope you love your online purchase. From time to time we understand that your order may not satisfy your requirements as expected. We are happy to offer you an exchange or full refund (excluding shipping cost) on full priced items, as long as your return meets our below requirements. We reserve the right to cancel/investigate any suspicious orders that are not for personal use.

 

WHAT ITEMS ARE RETURNABLE? 

Items can be refunded (the full amount not including shipping) within 7 days of receiving your order provided the item is in brand new, original condition with tags still attached. The item must be unworn without any sign of odour or makeup/fake tan. Please note, customers (including International customers) are responsible for the return shipping cost, tracking information and safety. Please include your return tracking information when using our Returns Centre online. Please ensure the item is folded neatly when returned.

 

RETURN STEPS 

  1. Go to our returns portal here and enter your order number and email address. You can find your order number on your order confirmation email.

  2. Follow the instructions and select the items you want to return.

  3. Once your request is approved, you will get a confirmation email with return shipping guidelines. Please ensure the item is folded neatly when returned. 

  4. Once you have posted your return parcel, please add your tracking number in the returns portal. 

  5. Please note: You have 7 days to dispatch your return once your request has been approved. If you have not dispatched your parcel within 7 days, your request will be rejected.

      

    WHAT ITEMS ARE NON-REFUNDABLE?

    • All sale items are considered final sale and are not eligible for a return unless deemed faulty.

    • No refunds on sale items (including all discounted items and items with discount codes excluding the newsletter sign up discount code). Size exchanges for sale items can be processed provided the new required size is available within 7 days of receiving your item. Please contact us at customercare@withharperlu.com.au if an item is deemed faulty. 

    THE FOLLOWING ITEMS CANNOT BE RETURNED:

    • Items that have been worn, items not in perfect condition, items without a tag still attached. In some rare cases we will attempt to launder the product, a fee will be charged to launder the item. This will be automatically deducted from your refund.

    • Gift cards.

    • Discounted items (excluding the newsletter sign up discount code).

    • Items not purchased directly via our Website.

    • Items damaged during wear such as pulls, marks and excessive pilling due to abrasive friction.

    • Frequent returns will be flagged in our system. If we notice the Returns Policy is being abused, future orders will be cancelled and returns will not be accepted.

    DAMAGED OR DEFECTIVE

    • We offer returns and refunds if the item is faulty, please contact us via our email and subject the email "Returns Enquiry". Please ensure you reach out to us within 7 days of the delivered date.

    • Please note that items that have been damaged as a result of wear and tear are not considered to be faulty and are not eligible for a return.

    • All items are quality checked prior to dispatch.  Please check your item carefully upon receipt.  Any issues must be reported within 7 days and PRIOR to wear of the item.

    EXCHANGES 

    Items can be exchanged within 7 days of receiving your order provided the item is in brand new, original condition with tags still attached. Please click here to process an exchange. Please note customers are responsible for the return shipping cost when initiating an exchange. Please include your return tracking information when using our Returns Centre online. 

     
    HOW SOON WILL I GET MY REFUND? 
    Once your item has been delivered to our return address please allow 1-3 working days for your refund to be processed and your return item to be quality accessed. Please allow 3-6 business days once processed for your refund to show on your original payment method. 
     
    If you have any queries regarding return or refund, reach out to us at


    customercare@withharperlu.com.au.