SHIPPING & RETURN POLICY
SHIPPING PROCESS AND POLICY
Harley & Harlow Baby ships orders worldwide.
All of our products are made to order. Please allow two weeks for your order to be completed, before shipping.
Once your order has been shipped, Harley & Harlow Baby cannot accept responsibility for loss or any damage to your package.
Please note that Harley & Harlow Baby can not be held responsible for shipping delays that occur after your order has left our care.
All available shipping options include careful packaging of items, fragility notices, and delivery. Prices are determined by the weight and packaging requirements of your order, in line with Australia Post. Because of this, some items may be shipped in separate packaging.
Please note that selecting Express Shipping ensures your order is moved through the postal service quickly via Australia Post but does not necessarily mean production time in our studio will be faster.
Please select your preferred postage service at the checkout. If untracked/standard shipping is selected, please know we cannot take responsibility for locating your parcel once it has left our care. Once your order has been shipped, Harley & Harlow Baby cannot accept responsibility for loss or any damage to your package.
SHIPPING IN AUSTRALIA
You have the option to elect tracked shipping on small items, giving you an added level of security and insurance if packages are lost in transit or standard shipping. Tracked shipping will be automatic on larger items classed as parcels or orders that classify for free shipping.
Please allow up to 7 business days for items to arrive within Australia.
When international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable.
You have the option to elect tracked shipping or untracked/standard shipping on all orders.
Please allow up to 30 business days for your order to arrive to you from Melbourne, AU.
The shipping times mentioned above are just a guideline, and in many cases, your order will arrive sooner. However, we’re not responsible for delays in shipping times due to postal service delays or any other delays that stem directly from circumstances beyond our control.
Please allow the shipping time-frames stated above before contacting us about your order. Your order won’t be replaced before these shipping times have lapsed. If your order has not arrived after these times, please contact your shipping company with the tracking number you received when you placed your order. If they are unable to assist with your issue, please contact us at Harley & Harlow Baby, and we’ll do our best to help.
IMPORT DUTIES AND TAXES
If your order is to be shipped outside Australia, we assume that you’re aware of any import duties or taxes that may apply in the country your order is being shipped to. Harley & Harlow Baby will not be responsible for the payment of any such costs, nor will we be responsible for replacing goods that may be seized by customs in your country.
RETURNS, EXCHANGES AND REFUNDS
Harley & Harlow Baby cannot take any responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on custom orders.
Lots of love and care goes into packaging orders for shipment, and each item is thoroughly inspected before it is sent.
If your item arrives damaged please contact us within 48 hours with your order number, any photographs and a description of the damage exactly as they have arrived to you. We’ll assess damage on a case-by-case basis and it’s at our discretion to determine whether an item can be returned and replaced on the basis of damage. Furthermore, we’ll refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within the specified time period after receiving your order.
If your order is deemed as having been damaged in transit, in most cases we will provide you with a replacement where possible. Your initial item must be returned to us in an un-used condition, including all original tags and packaging. We will pay for return shipping on damaged items once it has arrived to us. We recommend that you carefully repackage your item to avoid any damage during delivery and consider using tracked or registered mail carrier to track your item for your own peace of mind.
Please retain proof of postage until we have confirmed your replacement has been processed. If you don't have proof of postage and your returned item doesn't arrive to us, then we will assume that it hadn't been returned.
We reserve the right to refuse returns if they don’t meet the conditions above.
If your order is incorrect for any reason, please contact us within 48 hours with your order number and photographs and descriptions of what you have received.