WE HAVE MADE OUR RETURNS SIMPLE AND EASY
Please ensure you meet the conditions of our Returns Policy before lodging your return
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we gladly accept returns for a store credit or refund on any full priced item.
You have 14 days from the date of delivery to return items. Return shipping costs must be covered by the customer unless the item is confirmed as faulty by our team, and returned items remain your responsibility until they reach our premises.
REFUNDS
Refunds are available for all full priced items within 14 days of delivery.
Refunds are processed within 2 to 7 business days once the return has been received at our premises.
STORE CREDIT
Store credit is available for all full priced items within 14 days of delivery.
Store credit is processed within 2 to 7 business days once the return has been received at our premises.
Store credit is valid for 12 months from the issue date.
Eligibility for a store credit or refund is subject to the following conditions:
Items must be returned in their original condition.
Items must not be worn, washed, or stained, and must not have any odour, including deodorant, perfume, body odour, or washing powder.
Items must have no marks or stains, including makeup and spray tan, and the protective hygiene strip must remain in place.
All original packaging and tags must be attached and not tampered with, including any buttons and spare buttons.
We do not accept returns on Sale or Final Sale items.
Earrings, hats, and all hair accessories are considered Final Sale for hygiene reasons and cannot be returned.
Footwear and bags must be returned in original condition with all original packaging included.
Footwear must not have been worn outside. It may be tried on indoors, but not on stone or tiled floors.
Any returned footwear and bags must be in their original cloth bag with all original tags.
Please refer to our separate process for handling faulty items.
No changes can be made to your return request once you have posted your return.
Please allow extra processing time during high volume periods. Depending on your bank, please allow up to 10 business days for the refund to appear in your account.
If the returned garments do not meet the specified conditions, we will contact you for further information. HARLOW G reserves the right to reject any return if the garment is not in its original condition. Any garments returned that have been worn, soiled, or damaged will not be accepted. You will have the option to pay for the goods to be returned to you. If we do not receive a response within 7 business days, the items will be donated.
Every returned parcel MUST include the HARLOW G return slip located at the bottom of the invoice sent with your parcel. Follow the steps below to ensure a smooth return process.
Returns are offered on all orders received back at our premises within 14 days of your delivery date.
PROCESS FOR RETURNS
Email us at customercare@harlowg.com.au
Subject line: your order number and your full name
In the email body, include a brief reason for the return
Wait for our reply with your return reference
Place the return slip from the bottom of your invoice inside the parcel
Return postage is at your cost unless the item is faulty
Post your parcel to:
HARLOW G Returns
PO BOX 555
Matraville NSW 2036
Australia
We recommend returning your items in the original packaging if it is still in good condition and can be securely used for return shipping. Alternatively, you may purchase a new satchel from the post office at your own expense.
Once the returned items are received and pass our quality review, we will process your chosen option, store credit or refund, and email you an update.
All refunds are processed back to the original payment method used to place the order. If multiple payment methods were used, for example store credit plus Buy Now Pay Later or credit card or debit card, the funds will be reversed to those methods accordingly.
Additional information
• All returns exclude the original shipping cost.
• Retain a copy of your tracking number, as HARLOW G is not liable for any cost, delay, damage, or loss related to the return of goods.
• Any return sent without authorisation or without submitting a return request may be rejected and sent back to the sender at their own expense.
• For international returns, ensure the parcel is securely packed and correctly labelled to avoid delays or additional charges.
• Shipping costs cannot be waived for repurchases.
• Returns can take 5 to 15 business days to reach our team, so please be patient.
• All returns received outside of the policy timeframe will not be eligible for a store credit or refund.
If you have any questions or need assistance with the return process, please contact our customer care team at customercare@harlowg.com.au
We currently do not offer exchanges because our products are made in limited quantities and frequently sell out. We recommend purchasing a different size or an alternative item, and then returning your original order in accordance with our Return Policy.
Shipping cannot be waived for repurchase.
At HARLOW G, we take pride in delivering quality products and ensure that every item meets our production standards before leaving our premises. In the very rare instance that you receive a faulty or damaged product, we sincerely apologise for any inconvenience caused.
If you believe your item has a defect, please email our customer care team at customercare@harlowg.com.au
as soon as possible after receiving your parcel.
We will work with you to resolve the issue as quickly as possible. We will be happy to provide you with a full refund or store credit. Refunds or store credit cannot be guaranteed without prior photographic evidence.
Please note that HARLOW G does not accept returns on items damaged by general wear and tear. We reserve the right to determine if a fault is genuine.
PROCESS FOR FAULTY ITEMS
Email: customercare@harlowg.com.au
Subject line: clearly written FAULTY ITEM with your order number
Images: add all the necessary images
Description: add a small description of the fault
Our customer service team will assess your claim and, if approved, we will provide a free return label.
Refunds for faulty items will be processed to the original payment method within 2 to 5 business days after the return is received at our premises.
Full priced items purchased during a sale with an applied or automatic promotional code for example Black Friday or Boxing Day can be returned for store credit only.
Please consider all Online Sale and Final Sale items carefully, as they cannot be returned unless deemed faulty by HARLOW G.
Any unauthorised Online Sale or Final Sale items sent back to us will be refused on delivery and returned to the sender at their own expense.
Black Friday sale — 30 percent off sitewide
This promotion applies during the Black Friday period. Items purchased under this offer can be returned for store credit only, as per our returns policy.
All returns exclude the original shipping cost.
Dispatch delays may occur during this period.
If you have received an item you did not order, please email our customer care team at customercare@harlowg.com.au. Use your order number in the subject line and include a clear description of the issue with supporting photographs. This will help us resolve the matter promptly and provide next steps.
Once we receive and approve your return at our premises, we will issue a refund for the final price of the items.
Your instalment provider will adjust your payment schedule. If instalments remain, they will reduce or cancel future payments starting from the last instalment first. If the plan has been paid in full, a refund will be issued to the original payment method within two to seven business days.
Please continue making your instalment payments until your provider confirms any changes to avoid dishonour fees.
HARLOW G will not be liable for any outstanding payments, fees, or charges. It is the customer’s responsibility to ensure that all payments are completed.
If you need assistance, contact our customer care team at customercare@harlowg.com.au