RETURNS & CANCELLATION POLICY
RETURNS
A return can only be valid if items are faulty or different from what the order contains. Returns and exchanges will be processed within 7 days of receiving the item/s.
Returning incorrect product
In the case of receiving incorrect products, we encourage you to touch base with us first through our contact us page. Please quote your order number and give us a brief description of what items were incorrect. We will verify the info you send us and evaluate the situation.
The incorrect items will need to be sent to Harlow and Oakley by the Customer at the following address:
10233 83435 SHOP 20 429 MONTAGUE ROAD, PARCEL COLLECT
Modbury, South Australia 5092, Australia
Shipping costs for returning the incorrect products must be paid upfront by the customer. Harlow and Oakley will send a full refund for the shipping cost to the customer only if proof of paid shipping cost amount is provided. Please send us a copy of the receipt that shows the date and amount of the shipping cost through email at returns@harlowandoakley.com.au. In the email please quote your order number the items you are sending back and what you were expecting to receive.
Upon receiving items and receiving proof of paid shipping costs by the customer, Harlow and Oakley will send the correct items back to the customer and no additional cost will be charged to the customer in any way.
Returning damaged or faulty product
We take extreme care when packing our parcels, however, if you’ve opened your Harlow and Oakley and something doesn't seem right, please email our team within 7 days at hello@harlowandoakley.com.au with your order details and some photos of the fault. We'll then organise either a refund or a replacement.
Note that any fault or damaged product not communicated/claimed within 7 days from receiving the order will not be considered. However in some cases, depending on the situation and nature of the issue, at our entire discretion we might consider the customer request
CANCELLATIONS
Harlow And Oakley only accepts cancellations for orders that have not been shipped yet. If a customer requests to cancel an order, but the order has been already shipped, Harlow and Oakley will refuse the order cancellation request. This is our policy and as such we want to be really transparent about how we operate
If for any reason you change your mind about your order, you have 24h to cancel the order and no fees will be charged. We will ensure you receive the money back and your order will be cancelled.
At Harlow and Oakley payments for orders are processed within 24h of placing the order. The reason why Harlow and Oakley operates in this manner is to be transparent and to give the customer time to think about their order and ensure the customer is 100% sure about their purchase. After 24h, the customer payment for the order will be processed. Payment processing involves transaction fees that Harlow and Oakley needs to pay and once paid can never get back.
Once the payment has been processed, if an order is cancelled and the order has not been shipped yet a $10 cancellation fee will be charged to cover transaction fees and order processing time.
If for any reason you change your mind about your order, you have 24h to cancel the order and no fees will be charged. We will ensure you receive the money back and your order will be cancelled.