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.
Please note that Harley & Harlow Baby cannot be held responsible for shipping delays that occur after your order has left our care as this is the responsibility of the shipping services we use and it is out of our control.
We have Standard, Tracked and Express shipping available for both Domestic and International customers.
Please select your preferred postage service at the checkout.
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. However we will try to prioritise it for you.
If untracked/standard shipping is selected, please know that we cannot take responsibility for locating your parcel once it has left our care as there is no tracking number available. Standard shipping is much slower than tracked and if your parcel hasn't showed up, we will require 30 days leniency for domestic shipping and 60 days leniency for international shipping before providing a replacement.
We also have the right to request a signed statutory declaration with any claims of non delivery before providing a replacement. You can obtain this at your local police station or Justice Of The Peace Officer.
For shipping in Australia, please allow up to 7 business days for tracked items to arrive, 1-3 business days for Express items to arrive and 30 business days for standard/untracked parcels to arrive.
If you qualify for free shipping, this automatically includes tracked shipping.
For shipping Internationally, please allow up to 20 business days for tracked items to arrive, 10 business days for express items to arrive and 60 business days for standard/untracked parcels to arrive.
When international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable.
The shipping times mentioned above are just a guideline, and in many cases, your order will arrive sooner.
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 you or you selected standard/untracked shipping, please contact us at Harley & Harlow Baby and we will help you.
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
Lots of love and care goes into packaging orders for shipment, and each item is inspected thoroughly before we send it.
It is the customers responsiblity to thoroughly check each and every product when it arrives as stated in the easy to read and understand care and safety instructions included with every product before using our products for the first time.
If your item arrives faulty, do not use the product at all and please contact us immediately with your order number, any photographs and a description of the damage exactly as it has arrived to you. We assess damage on a case-by-case basis, and it’s at our discretion to determine whether an item has arrived faulty or that the fault was caused by a manufacturing error and will be replaced or refunded.
If your order is deemed as having been faulty, 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 peace of mind.
Please retain proof of return 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.