EDITING MY ORDER
FAQS
CAN I CANCEL MY ORDER?
Should you wish to cancel your order, please immediately contact us via email (within the first hour of placing your order) at customercare@withharperlu.com.au and we will do our best to accomodate you.
Please subject the email "CANCEL REQUEST #Order Number".
As soon as an order has been assigned a tracking number and dispatched from our premises, we are unable to assist.
We will do our best to assist accordingly, however there may be instances where we are unable to change or cancel your order.
CAN I AMEND MY DELIVERY ADDRESS?
Should you wish to amend your shipping adddress, please immediately contact us via email (within the first hour of placing your order) at customercare@withharperlu.com.au and we will do our best to accomodate you.
Please subject the email "CHANGE DELIVERY ADDRESS #Order Number".
As soon as an order has been assigned a tracking number and dispatched from our premises, we are unable to assist and your order is in the hands of the third-party courier.
CAN I ADD / REMOVE AND ITEM FROM MY ORDER?
Unfortunately, we are unable to add or remove items to your order once it has successfully been placed on our system
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We are able to swap the size of the same style if the order has not yet been dispatched. Please immediately contact us via email (within the first hour of placing your order) at customercare@withharperlu.com.au and we will do our best to accomodate you.
Please subject the email "AMENDMENT #Order Number".
As soon as an order has been assigned a tracking number and dispatched from our premises, we are unable to assist and your order is in the hands of the third-party courier.
I PLACED TWO ORDERS TODAY, CAN YOU COMBINE THE SHIPPING FEE?
In order for us to combine postage for different orders, we need you to email us at customercare@withharperlu.com.au within 1 hour of making the multiple purchases.
Please subject the email "COMBINE DELIVERY #Order Number".
We will do our best to assist accordingly, however there may be instances where we are unable to change or cancel your order.
STOCK AVAILABILITY
SIGN UP TO RECEIVE RESTOCK NOTIFICATION
If an item has sold out in your size/ colour/ style, we strongly receommend to sign up to receive email or SMS notification of a restock. Please is to visit the product page, select the size you require, then click “notify me” and enter your email address or mobile. As soon as the item is back in stock we will notify you confirming this.
This is the best way to keep up to date with our stock!
CART HOLD
Unfortunately, we do not have a cart hold policy in place. All items are subject to a first served basis.
We recommend processing your payment as soon as possible during peak times. If an item is marked as "sold out" during check out, we no longer have stock available to purchase.
CAN I PICK UP MY ORDER FROM YOUR FULFILLMENT WAREHOUSE?
As an online boutique, we do not have the facilities or capabilities to offer try-ons or pick-ups. All orders must be shipped with either Australia Post, DHL or Rendr (depending on your location).
SHIPPING
WhAt shipping couriers do you use?
Depending on the country of origin, we use the following third-party couriers.
- - Domestic: Australia Post
- - Domestic Same Day: Rendr
- - Internation: DHL Express
HoW LONG DOES SHIPPING TAKE?
WHERE DO YOU SHIP?
AM I ELIGABLE FOR SAME DAY DELIVERY?
We offer Same Day Delivery for all Melbourne Metro customers who place before 11am weekdays. Price is subject to your postcode and calculated at checkout.
For any questions or to get an update on your order, please contact Rendr via email at support@rendr.delivery or call 1300 697 363.
RETURNS
HOW DO I INITIATE MY RETURN?
DO I HAVE TO PAY FOR MY RETURN LABEL?
All returns for both refunds and exchanges will be at the customer's expense.
WHAT IS MY RETURN PARCEL GETS LOST?
All customers are responsible for not only the return shipping cost of their parel but also monitoring the movement of their parcel via their return tracking number. If the return parcel is lost or damaged in transit this is the responsibility of the customer.
WHERE IS MY REFUND?
Once we receive your return, we kindly ask you to allow between 1-3 for your refund to be processed.
Refunds may take up to 7 business days for the funds to appear in your account, depending on your bank provider.
WHEN WILL I RECEIVE MY EXCHANGE?
Once we receive your return, we kindly ask you to allow between 1-3 for your exchange to be processed.
You will be notified via seperate email notification of your new exchange tracking number.
what happens if I belive my garment is faulty?
We can confirm all items are quality checked prior to dispatch. If you believe your garment may be faulty, we kindly ask you to email us at customercare@withharperlu.com.au.
Please subject the email "DAMAGED #Order Number" with a clear image of the fault. From here, our quality control team will assess your garment and provide some options if your garment is deemed a manufacturing fault.
Please note, all minor faults will be repaired on behalf of us where possible to avoid wasteage.
If our team deem your garment as damaged as a result of wear and tear (including laundering), this is not considered faulty and eligable for a return.
why wasn't my return approved?
All returns (including exchanges) that do not meet our returns policy or is incorrectly returned this will be re-directed to your original shipping address immediately. This includes the following:
- - Items that have been worn and not in their original condition or without a tag still attached.
- - Sale 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.
- Please note, frequent returns will be flagged in our system. If we notice the Returns Policy is being abused, future orders will be cancelled and your returns will not be accepted.
return fees
- On the rare occasion that our quality control team believes we are able to dry clean any marks/stains, makeup or fake tan on unworn items with the tags still attached you will be contacted via email with the following options:
- - You will be charged a fee to launder the item which will be automatically deducted from your refund.
- - Your item will be sent back to your original shipping address immediately.
SIZING
what is your sizing like?
Unless specified, all garments are made true to size. With that said, depending on the fit and fabrication of each item, garments may feel different. Some garments have been described as oversized, therefore if you prefer a slimmer look, you may need to size down.
For more information regarding our sizing, please visit our Size Guide.