Shipping and Returns
BEFORE YOU TRY ON SHOES
All HARLO Shoes feature a luxurious, soft leather sole. When you receive your purchase, please ensure they are only tried on with clean feet and on a clean and dry towel to avoid damage to the soles of the shoes. Please ensure you follow ALL instructions in the care card featured in your shoe box.
** Please contact us at hello@HARLO shoes.com.au within 48 hours of receiving your order if you believe they are faulty/damaged or if the wrong item was received. Please provide photos and any other information that might help explain the fault/issue. **
Should your shoes feature a protective film on the soles, you may remove this film, only when you decide to keep the shoes and before your first wear.
SHIPPING
Here at HARLO Australia, we offer Australian Wide shipping at a competitive rate with Australia Post. Delivery charges can be found by following the checkout process.
In stock orders can be expected to arrive within approximately 3-7 business days with standard shipping. Express shipping orders arrive within approximately 1-3 business days from the date the order was placed. Please note these postage times are an estimation only and dependent on the Australia Post network.
Small delays may be expected in peak periods such as during Sale times, Christmas, Easter and all Australian standard public holidays.
HARLO Australia is responsible for your order from the time it leaves our warehouse until it is delivered to you, responsibility at this point is then passed on to you.
A signature is required upon delivery, if you’re not home when your order is delivered the courier will leave a card letting you know they attempted delivery.
Please make sure you arrange to collect your parcel within 4-5 business days, after that your item(s) will be returned to us and will have to be re-ordered. In this instance, a refund for your purchase amount will be issued back into your account, less a $20.00 re-stocking and shipping fee.
Once an order has been placed, an automated email will be sent to you including order confirmation details. You will then be sent a subsequent email as soon as the shoes have left our warehouse including a tracking number to track your order on its way to you.
AUSTRALIAN RETURNS
All returns, whether it be for an exchange or refund, must be authorised by our support team. We have a strict 30 day policy for returns on full priced items, whereby the shoes must be returned within 30 days of delivery for the exchange or return to be accepted. Sale shoes are to be returned within 21 days and are store credit only. We ask that you contact our team within 14 days of receiving your order to allow time for you to return them within these time frames. Items returned outside of these periods WILL NOT be accepted and will be returned to you at your expense.
We will happily provide a refund or exchange for all full priced shoes if they are the wrong colour, do not fit or perhaps are not what you expected. You will need to contact hello@HARLO shoes.com.au prior to proceeding with the return. Detailed instructions regarding the return postage process will be provided upon contact. All returns will need to be posted back to HARLO Australia at the expense of the customer.
In circumstances where the shoes have not been returned in perfect condition, HARLO Australia has the right to charge a $50 cleaning fee. In the case of a refund, this charge will be taken from the total refund amount.
HARLO Australia reserves the right to refuse the refund or exchange in any instance where it is deemed that the shoes have been worn or damaged in any way. We do not provide refunds for returns that have been lost in transit to our warehouse.
3 Rules of Return Checklist
- Contact has been made with our team within 14 days of receiving the shoes.
- The shoes are in original purchase condition and are unworn and unmarked, with all original packaging material in the box, including the dust bag.
- The shoes are accompanied with the completed return form.
INTERNATIONAL SHIPPING + RETURNS
When purchasing with us, please note that the shipment cost calculated at checkout does not include customs, duties and taxes. The customer is responsible for these fees if applicable upon arrival of the order in your country. If you are unsure if you will be liable for customs, duties and taxes, please research prior to purchasing. Please note these fees are unique to each country.
International orders are sent with DHL express to ensure reliable and efficient delivery.
If you wish to return your order for a refund, please note you will be liable for all shipment costs associated. To ensure you have the best experience with us, please ensure you contact our support team hello@HARLO shoes.com.au with any size or style enquiries you may have prior to proceeding with your purchase.
All returns for international orders are refund only and must be authorised by our support team. We have a strict 30 day policy for returns on full priced items, whereby the shoes must be returned within 30 days of delivery for the return to be accepted. Sale shoes are to be returned within 21 days and are store credit only. We ask that you contact our team within 14 days of receiving your order to allow time for you to return them within these time frames. Items returned outside of these periods WILL NOT be accepted and will be returned to you at your expense.
We will happily provide a refund for all full priced shoes if they are the wrong colour, do not fit or perhaps are not what you expected.
You will need to contact hello@HARLO shoes.com.au prior to proceeding with the return. Detailed instructions regarding the return postage process will be provided upon contact.
All international returns will need to be posted back to HARLO Australia at the expense of the customer. We DO NOT provide return labels.
In circumstances where the shoes have not been returned in perfect condition, HARLO Australia has the right to charge a $50 cleaning fee. In the case of a refund, this charge will be taken from the total refund amount.
HARLO Australia reserves the right to refuse the refund or exchange in any instance where it is deemed that the shoes have been worn or damaged in any way. We do not provide refunds for returns that have been lost in transit to our warehouse.
HARLO Shoes does not offer direct exchanges for International orders. If your order isn't quite right and you are need of a different colour, style or size you may return the shoes you have for a refund. Then, place another order for the shoes desired. Please note, all return shipping costs are at the customer's expense, including the shipping cost of sending the new order out to you.