Returns and Exchanges

  • In addition to your rights under the ACL or any other equivalent legislation, if you change your mind, we will offer a ‘change-of-mind’ exchange or refund on items purchased via providing all of the following conditions have been met: 

      1. all full price item(s) must be exchanged or returned within 14 days from the date of delivery; 
      2. Harrolds will not accept any sale item(s) back for a refund or a credit note;
      3. proof of purchase (i.e. a tax invoice) must accompany the item(s) which you seek to exchange or return;
      4. the item(s) must be in original, unused condition, with all designer labels still intact and attached, and any related accessories or instruction booklets included in their original form. Where an item is supplied with a hygiene strip, the item will not be accepted for exchange or return if the hygiene strip has been removed;
      5. item(s) that are damaged, worn, soiled, altered, or anything Harrolds reasonably believes has been used will not be accepted for exchange or refund; 
      6. due to hygiene reasons, ‘change-of-mind’ exchanges or refunds do not apply to any cosmetics, earrings, hosiery and underwear;
      7. purchases made using PayPal as one of the payment methods can only be exchanged or returned by posting your order back to Harrolds. Exchanges and returns for such orders cannot be processed in-store; and
      8. if items are rejected for a ‘change-of-mind’ exchange or return, you must pay any costs incurred by us (such as postage costs) in returning those items to you.

    In accordance with your rights under the ACL, Harrolds will offer an exchange or refund for items that:

    1. are unfit for the purpose for which they are sold;
    2. do not correspond with the description by which they were sold; or
    3. do not correspond with the sample that you were shown.

    Please note that Harrolds’ Customer Care team are unable to review any worn or used items via e-mail or phone. All items must be physically returned for assessment, in accordance with the process detailed below.

    At Harrolds, all items go through a thorough quality assurance check prior to leaving the warehouse. On the rare occasion you do experience an issue with your order, please contact Harrolds’ Customer Care team immediately to discuss the next steps.

    Harrolds take great care in packaging all orders via the Site before your items leave our warehouse, however if you find an item faulty upon receiving it, please notify Harrolds’ Customer Care team immediately via e-mail at [email protected].


    How to return or exchange your purchase:

    Harrolds provides easy returns for all online full priced purchases.

    To return your Harrolds online order, please contact our Customer Care team at [email protected] quoting your order number and reason for returning.

    Our Customer Care team will review this information and, if compliant with our returns policy, will issue and Return Authorisation (RA) number. Harrolds will not accept any returns sent without an RA number.

    Return shipping costs will be at the responsibility of the customer.

    Any items that have previously been purchased and exchanged in store must be returned in store only and are subject to the in-store returns policy.

    Please note, we do not accept liability for goods returned using any method other than the nominated AusPost service.

    Unfortunately, we are unable to refund returns lost or damaged in transit.

    For International Returns:

    All New Zealand returns can be posted via New Zealand courier post.

    All costs associated with international order returns will be at the responsibility of the customer. We recommend a courier service such as DHL or Fed Ex so that you can monitor your return via tracking. Please note, any Import & Duties fees incurred will be deducted from your refund.

    Harrolds does not accept liability for any parcels lost or damaged in transit. The processing of your return will be subject to meeting the conditions outlined in the Harrolds returns policy.

    Returning your purchase to Harrolds store

    You may only exchange your online order at a Harrolds store. Stores cannot issue a refund or credit note for your online order. Harrolds Online cannot process exchanges for items that have been purchased and/or exchanged in store.


    Refunds will be credited to the original purchaser's method of payment and the exact card used to make the purchase.

    Upon receiving goods with the original receipt, the refund will be processed within 5 business days. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday, excluding public holidays. Please note that delivery costs will be excluded from the refund unless goods are returned in accordance with your statutory rights (e.g. they are faulty or not as ordered).

    Please retain your shipping note until you have received your refund.

    Debit or credit card payment

    Provided the conditions in our returns policy have been met, refunds will be issued to your original payment card within 5 business days of us receiving the returned item(s). However, some payment providers can take up to 10 days to credit your account. When the return is processed, we will send you an email confirming your refund.

    Gift card or gift voucher payment

    Gift card or gift voucher payments will either be returned to a gift card (for in-store returns) or a gift voucher (for online returns).

    Afterpay, Zip Pay, PayPal, Alipay, Apple Pay & Union Pay

    If you made a purchase using any of the payment options listed above, returns will be refunded to the same account.


    If you made a purchase using cryptocurrency via RelayPay, cash refunds will only be processed once you have opened an account with RelayPay and completed verification. Once verification is complete, RelayPay will process the refund to your nominated account.



    Items purchased in store may only be returned for exchange or credit note, within 14 days from date of purchase. Items purchased in store are not eligible for 'change of mind' refunds.

    Items must be accompanied with the original sales docket. Credit notes from exchange items must be redeemed within 6 months of issue date.


    Sale items returned at a discount or in sale period may only be exchanged within 7 days or within the same sale/discount period, whichever period ends sooner. No refunds/credit notes for change of mind.


    Prior to dispatch, in some circumstances we may be able to cancel your order. Please contact us as soon as possible after placing your order and Customer Care team will advise if cancellation is available.

    In the case that an order is unable to be cancelled, the order will be processed and upon confirmation, an email will be sent upon shipping. Once the order is delivered, any items that meet the return conditions as listed above can be cancelled by following the instructions for returning your purchase above.

    Please note: we are unable to cancel or make any amendments to orders once they have been placed. Amendments may include but are not limited to:

    • Change of delivery and/or billing address.
    • Changes to colours and sizes.
    • Adding or removing items.
    • Applying discounts or promotions.
    • Full order cancellations.

    Please ensure all details provided are complete and correct at the time of the order placement.