FAQ

  • COVID-19 (CORONAVIRUS) INFORMATION 

    Are Harrolds stores still open?

    In light of the evolving COVID-19 situation and in line with State and Federal government measures, controls and health advice, we have made the difficult decision to temporarily close all Harrolds stores in Melbourne, Sydney and the Gold Coast until further notice.

    As a family-run business, the health, safety and wellbeing of our valued customers and dedicated and loyal staff are of paramount importance to us. 

    However, be assured you can still receive the complete Harrolds experience at Harrolds Online. Our Customer Care team are available Monday–Friday from 9am–5pm AEST.

    Will I still receive my order/return/exchange?

    Yes, please be assured that Harrolds Online will operate business as usual unless notified otherwise. We are monitoring the situation very closely and will be in touch if there is any update to your order/exchange/refund.

    *Please note: due to high demand, we are currently experiencing some delays in processing and delivering orders. However, we will endeavour to work to minimise the impact by ensuring we are in constant communication with our delivery partners and customersIf you have any questions in relation to your order, please contact our Customer Care team.

    What about the delivery of my purchase?

    We are in constant communication with our our delivery partners to ensure the highest standard of hygiene is maintained at all times and the safety of our customers. 

    Australia Post

    To minimise the risk of contracting or spreading coronavirus, please be aware that Australia Post parcels will no longer require a signature for delivery and/or collection. In all cases, whether a driver delivers parcels to the door or parcels are collected at the Post Office, staff will ask and record customer names instead of asking for a signature.

  • STORE PURCHASES 

    Can I return my online order in store?

    Unfortunately all online orders must be returned to the online store for processing.

    What is the Harrolds returns policy for store purchases?

    Click here for our returns and exchanges policy.

    Is there car parking available at Harrolds stores?

    Harrolds provides complimentary valet parking for all clients, subject to availability. To arrange, please call the store ahead of your arrival.

    Alternatively, visit the below websites for more information on public parking.

    Melbourne Crown Boutique: https://www.crownmelbourne.com.au/general/free-parking

    Melbourne Collins Street: There are a number of parking garages on Collins Street as well as metered parking on the street.

    Sydney Westfield: https://www.westfield.com.au/sydney/parking

    Gold Coast Pacific Fair: https://www.pacificfair.com.au/centre-info/faqs

    Click here to view our store locator.

    How do I book a personal styling appointment?

    The Harrolds Concierge service provides clients with a range of personalised offerings, from Made to Measure to Wedding and Styling Consultations. 

    For more information or to book an appointment, visit our concierge page.

    The item I want is out of stock at my preferred store, what can I do?

    If an item you're looking for is sold out at your preferred store, simply let our team know and they may be able to source the item from our warehouse. Payment will then be processed in store and your purchase delivered to your door.

    This service is available at all Harrolds stores.

  • CLICK & COLLECT

    What is Click & Collect and where is it available?

    Click & Collect is a complimentary click and collect service that allows you to shop online and collect your order from any Harrolds store.
    Store trading hours vary by location, visit the store locator page for further information.

    How will I know when my order is ready for collection?

    Once your order is ready for collection you will receive an email notification. Your order can be collected any time after this. 

    What do I take in store to pick up my order?

    When collecting your order in store you will need a copy of your order confirmation email and valid photo identification. Valid photo identification includes a drivers licence or passport.

    Can someone collect my order on my behalf?

    If you need someone to collect your order on your behalf, please advise at checkout when making your purchase. Alternatively, please call our Customer Care team after the order has been placed. The person nominated to pick up your order will need a copy of the order confirmation email and valid photo identification.

    Is there a charge for Click & Collect?

    Click & Collect is a complimentary service.

    How long do I have to collect my order?

    Orders will be held for 14 days after being confirmed as ready for collection. If your order has not been collected by this time, our Customer Care team will get in touch and the product will be held for an additional 14 days. If you cannot collect your order within this period, please call our Customer Care team on 1300 755 103 AEST for Australia and 0800 963 923 AEST for New Zealand.

    What if I need to change or cancel my order?

    If you need to change or cancel your order for any reason, please contact our Customer Care team on 1300 755 103 AEST for Australia and 0800 963 923 AEST for New Zealand. They will need to check the current status and advise you of the options available to best accommodate your request.

    Can I return my items if they are not suitable?

    If you need to return all or part of your order, you can do so through our website, alternatively you can exchange your item at any Harrolds Store. Visit the returns page for more information.

    Where do I pick up my order?

    For all Click & Collect purchases, please head to your nominated store and notify a team member of your arrival and they will be able to retrieve your order.

  • ONLINE PURCHASES 

    When will my order arrive?

    We offer standard or express deliveries, Click & Collect and same day delivery within Melbourne metro. For all delivery information visit our shipping and delivery page.

    Click here to view approximate delivery times for your selected shipping option.

    What is Harrolds returns policy online?

    Read our full returns and exchanges policy here.

    Can I return my online order in store?

    Unfortunately all orders placed online must be returned to the online store for processing. 

    What forms of payment do you accept on Harrolds.com.au?

    Harrolds accepts Visa, American Express, MasterCard, Diners, PayPal, Apple Pay, Afterpay, Zip Pay, Zip Money, Alipay, Union Pay, Internet bank transfer and gift voucher. 

    Click here for more information on payment methods.

    How can I track my delivery?

    Once your order has been dispatched, you will receive a confirmation email containing your tracking number. Follow the link in the email or visit the Australia Post website and enter in your tracking number to locate your delivery. 

    For New Zealand deliveries, please visit the Courier Post website.

    For more information, visit our shipping and delivery page.

    Can I get my purchase gift wrapped from Harrolds.com.au? 

    Harrolds offers complimentary gift wrapping with the option to leave a personal note for special occasions. This is an option that can be made during checkout.

    My item is faulty, what do I do?

    We are sorry to hear this. Please reach out to our friendly Customer Care team on 1300 755 103 AEST for Australia and 0800 963 923 AEST for New Zealand. Alternatively, fill out the form on our contact us page.

    How can I need to change/cancel items on my order?

    If you need to change or cancel your order for any reason, please contact our Customer Care team on 1300 755 103 AEST for Australia and 0800 963 923 AEST for New Zealand. They will need to check the current status and advise you of the options available to best accommodate your request.

    Do you ship internationally?

    We ship Australia wide and to New Zealand.

    How can I update my account details?

    You can update your account details once you have signed in. Find all your personal information under the account tab on the top right corner of the website.

    I’ve forgotten my password

    If you have forgotten your password, you can easily change this online. Click on the "forgotten your password?" link under the sign in tab on the top right corner of the website. You will then be asked to fill in your email address and a reset link will be sent to your email address. Simply follow the instructions in the email to reset your password.

    Do I need to set up an account to place an order?

    You do not need to set up an account to place an order and are able to check out as a guest. However, creating an account enables you to check out faster in the future and stores your order history.

    Why are shipping restrictions applied to some products?

    Unfortunately due to safety reasons, fragrances 50 millilitres or less can be shipped within Australia only. 

    In what packaging will my goods be delivered?

    Every purchase comes in luxurious Harrolds packaging with tissue paper wrapping and a signature Harrolds logo-embossed box.

  • GIFT VOUCHERS

    Gift vouchers can only be purchased online and must be redeemed online. Gift cards can only be purchased in store and must be redeemed in store.

    How do I activate my gift voucher?

    To activate your gift voucher, please follow the instructions below:

    1. Click on the gift voucher link as provided in the email – a web browser window will automatically direct you to the Harrolds website where your gift voucher will be displayed.

    2. Please log in to your Harrolds account. If you do not have an existing Harrolds account, you will be asked to create one.

    Please note: to redeem your gift voucher, your account must be created using the same email address the gift voucher is associated to.

    3. Once you have logged in the gift voucher will be automatically credited to your account and available to redeem during the checkout process.

    How do I make a purchase with my gift voucher?

    Once your gift voucher has been activated, it will appear as a payment method during the secure checkout.

    Please note: you must use the full denomination of the gift voucher value first as part value can not be elected during the checkout process. Once the value of your purchase exceeds the value of your gift voucher, a credit or debit card must be applied in order to complete the transaction.

    My voucher link is not working?

    If you are unable to view the gift voucher within the confirmation email provided, please follow the instructions below:
    1. Click here: (insert link)

    2. Enter your gift voucher details as instructed.

    Please note: you will need to enter the gift voucher details in the same format as below:

    Voucher Number: 10035

    Security Code: 9FD2-981A-FB2D-E5513.

    3. Click the Display Voucher button.

    4. Your gift voucher will be displayed and you can now continue from step 2 above.

    When will my gift voucher expire?

    Once activated, gift cards may be redeemed for any purchase made on Harrolds Online.

    Can I use Afterpay or Zip Pay to purchase a gift voucher?

    Unfortunately gift vouchers are not available to purchase via Afterpay or Zip Pay.

    Where can I check the balance of my gift voucher?

    If you have remaining credit on your gift voucher it will appear during the checkout process. Alternatively, please contact our Customer Care team and they will be able to advise.