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 requirements below.
FULL PRICE ITEMS
Full-priced item/s are eligible for an exchange in size, store credit or refund (full amount not including shipping), subject to the following requirements:
- Returned within 7 days of receiving your parcel (as per the tracking).
- Brand new & in original condition with tags still attached.
- The item must be unworn without any sign of odour, makeup or fake tan.
- Return is folded and packed neatly when returned.
- Swim must be returned with hygiene stickers in place (see below for further details).
- All returns must be approved and processed through our Returns Portal.
Please note, all customers (including international customers) are responsible for the return shipping cost and monitoring their parcel via their return tracking number. With Harper Lu does not provide a return label. If the return parcel is lost or damaged in transit, this is the responsibility of the customer.
SALE ITEMS
All sale items are considered final sale and are not eligible for a refund unless deemed faulty by our quality assessment team.
Sale items include all purchases made with a discount code (excluding the newsletter sign-up discount code) and items purchased at a discounted price. No amendments or cancellations can be made on sale orders once placed. Sale items cannot be combined with any discount codes, including the welcome discount code.
As a gesture of goodwill, we will offer a size exchange only for items purchased on sale, subject to the following requirements:
- Returned within 7 days of receiving your parcel (as per the tracking).
- Brand new & in original condition with tags still attached.
- The item must be unworn without any sign of odour, makeup or fake tan.
- Return is folded and packed neatly when returned.
- All returns must be approved and processed through our Returns Portal
Please note, all customers (including international customers) are responsible for the return shipping cost and monitoring their parcel via their return tracking number. With Harper Lu does not provide a return label. If the return parcel is lost or damaged in transit, this is the responsibility of the customer.
HOW TO INITIATE YOUR RETURN
- Visit our Returns Portal and enter your order number and email address. You can find your order number on your order confirmation email.
- Follow the instructions and select the items you want to return.
- Once your request is approved, you will get a confirmation email with return shipping guidelines. Please ensure the item is folded neatly when returned.
- 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.
- Once you have posted your return parcel, please include your return tracking information in our Returns Portal.
THE FOLLOWING ITEMS CANNOT BE RETURNED
The following items cannot be returned:
- Items that have been worn, not in their original condition or without a tag still attached. In some rare cases, we will attempt to launder the product/s. You will be contacted via email directly. A fee will be charged to launder the item, which 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 your returns will not be accepted.
- If an item does need meet our returns criteria or is incorrectly returned, this will be re-directed to your original shipping address immediately.
- Jewellery items are excluded from our returns policy.
DAMAGED OR DEFECTIVE
We offer returns for faulty items. Please contact us at customercare@withharperlu.com.au within 7 days of receiving your parcel if you believe your item/s are faulty. We ask that customers please contact us immediately upon delivery, provide images of any concerns, and refrain from trying on the item until we’ve completed our investigation. Our quality control team will assess your enquiry accordingly and will provide a solution if deemed faulty.
Please note that items that have been damaged as a result of wear and tear or improper use post-delivery are not considered to be faulty and are not eligible for a return. Please check your item/s carefully upon receipt. All items are quality checked prior to dispatch to ensure faults are not present.
SWIM
We offer returns on swimwear items provided the following conditions are met:
- The item is in brand new, original condition and has not been worn.
- All original tags and the hygiene liner remain attached.
- The item has only been tried on over undergarments and is returned in its original packaging.
If your return does not meet these conditions, it will not be accepted and will be sent back to you immediately.
110% STORE CREDIT
Full-priced items are eligible to be returned for a 110% store credit given they meet the requirements outlined above. Store credits are issued as a digital gift card valid for 12 months from the date of issue.
Please note, if a purchase is made using a store credit and then the order is later returned, the refund will be issued as a new store credit.
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 item/s to be quality assessed and for your refund to be processed. Please allow up to 7 business days once processed for your refund to show on your original payment method.
We reserve the right to cancel/investigate any suspicious orders that are not for personal use.
WILL MY EXCHANGE ITEM/S BE ON HOLD?
Once your exchange has been approved via our Returns Portal, we will create an exchange order, which will automatically place a hold on your exchange item/s. If you fail to post your return parcel within 7 days of your approval, your exchange order will be cancelled.
HOW LONG DOES AN EXCHANGE TAKE?
Once your item has been delivered to our return address, please allow 1-3 working days for your item/s to be quality assessed and for your exchange to be processed. Please keep an eye out via your email to receive your new tracking number for your exchanged order.