Returns and Exchanges

  • REFUND AND EXCHANGE POLICY

    Due to the COVID-19 situation, Harrolds understands some customers may not be able to refund and/or exchange items within the specified 14 and 7 day periods. In order to make the process as smooth as possible, Harrolds will judge each refund and/or exchange request on a case-by-case basis. If you have a question about a refund or exchange request, please contact our Customer Care team.

    We do not offer refunds in store. Product purchased online must be returned back to Harrolds Online for processing.

    1. All full price items must be returned within 14 days from the date of delivery, with the exception of sale items which must be returned within 7 days from date of delivery.
    2. Proof of purchase must accompany the returning merchandise (please refer to supplier copy sent with your order).
    3. All items for return must be in their original, unused condition, with all designer labels still attached on the item and any related accessories or instruction booklets included with the original receipt form.
    4. Incomplete, damaged, worn, soiled or altered returns, or anything Harrolds reasonably believes has been used, will not be accepted and therefore sent back to the customer. Where an item is supplied with a hygiene strip, the item can only be returned if the hygiene strip has not been removed and remains intact.
    5. If the exchanged item is of equal or higher value than the original item(s), any outstanding balance will be carried over as a gift voucher.
    6. Gift vouchers must be used within 12 months of issue.
    7. Due to hygiene reasons, our change of mind policy does not apply to cosmetics, earrings and underwear.
    8. Purchases made using PayPal can only be returned or exchanged by returning your order via post. Please note: Returns or exchanges on orders purchased using PayPal are unable to be processed in store.

    Harrolds will gladly exchange goods or offer a refund on the following terms:

    1. The goods are unfit for the purpose for which they are sold.
    2. The goods do not correspond with the description by which they were sold.
    3. The goods do not correspond with the sample that you were shown.
    4. The items have not been used and are returned in their original packaging with proof of purchase.

    If requesting an exchange, our online team will refund any returned items back to your original account. You will need to create a new order containing the exchanged product/s. We will notify you of your new order number via email once it has been processed.

    Our Customer Care team are unable to review any worn or used items via email or phone. All items must be physically returned to be processed, in accordance with the process detailed below.

  • RETURNING YOUR PURCHASE

    Returning your purchase to Harrolds Online

    Returns/exchanges can be posted to the return address listed below. Any items that have previously been purchased and exchanged in store must be returned in store only.

    All Australian returns can be posted via our Australia Post Returns Portal:
    https://return.auspost.com.au/HARROLDS

    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.

    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.

    All full price items must be returned within 14 days from the date of delivery, with the exception of sale items which must be returned within 7 days from date of delivery.

    The processing of your return will be subject to assessment of our team. Please ensure your purchase is returned unworn, with all tags and packaging attached to avoid disappointment.

    We take great care in packaging all online orders before your purchase leaves our warehouse, however if you find an item faulty upon receiving it please notify us via email immediately at customercare@harrolds.com.au

    Returning your purchase to Harrolds store

    Exchanges can only be made in store. Harrolds Online cannot process exchanges for items that have been purchased and/or exchanged in store.

    Please note: the same policy applies to all purchases made using Afterpay.

    How to return or exchange your purchase

    Harrolds provides free and easy returns for all online purchases. To lodge your return, simply follow the below steps:

    1. Locate the Australian Returns address details through the link below. You can print the label at the post office if you can’t at home, or simply present your phone.
    2. Complete the Harrolds return form, available via our Australia Post Returns Portal: Https://Return.Auspost.Com.Au/HARROLDS
    3. Enter your return details. Your return authorisation number is the same as your order number and can be found on your order receipt.
    4. Review and confirm your details are correct to create your prepaid return label.
    5. Print your return label and securely attach the label to the top face of the parcel, ensuring tape does not cover any part of the barcode.
    6. Post your parcel at any post office to receive lodgement receipt and tracking number. Alternatively, you post your parcel in a red street posting box or Australia Post in-store drop box.
    7. Returns may take up to 10 business days to be processed. Once your refund has been processed, you will receive an email notification.

    Harrolds Online return address:
    Harrolds Online Returns
    45 Brady Street
    South Melbourne
    3205 VIC

    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 items lost or damaged in transit.

  • RECEIVING A REFUND

    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 as soon as possible. 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 refund & exchanges policy have been met, refunds will be issued to your original payment card within three 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.

  • ORDER CANCELLATIONS AND AMENDMENTS

    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.