Terms & Conditions

This website is operated by Harley & Harlow Baby and powered by Shopify. The following Terms and Conditions apply to the relationship between Harley & Harlow Baby and our site’s users. 

At all times, any reference to ‘we,' ‘us’ or ‘our’ throughout the following Terms and Conditions, and this website refers to Harley & Harlow Baby

At all times, any reference to ‘you’ or ‘your’ refers to our users/customers. 

The below Terms and Conditions govern the use of the Harley & Harlow Baby website. By engaging in our service, you are assumed to have read and understood these Terms and Conditions; and are therefore bound by these Terms and Conditions at all times, while interacting with our brand. 


OUR SERVICE

Harley & Harlow Baby creates and sells interactive educational toys, teethers, and necessities for babies and toddlers. We specialise in enhancing developmental skills through carefully designed and thoroughly researched handmade pieces. We are all about natural materials, playful and engaging products, safety and friendly customer service.

If you would like to ask any questions about our pieces, get in touch with us by email at enquiries@harleyandharlowbaby.com.au.

We reserve the right to refuse service to anyone, at any time, if we deem him/her to be misusing our service, or using our service in an unlawful manner.

Furthermore, we reserve the right to make alterations to our service, products or prices, at any time, without notice or consequence.


ORDERS

Once you know which pieces you would like to purchase from our website, place them in your shopping cart by clicking the “Add to Cart” button. Once the products are in your cart, you can begin going through our secure checkout process.

During and before the checkout process, you can create a Harley & Harlow Baby account with us or checkout as a guest. Creating an account lets us get to know you better so we can make future orders much quicker for you. An account also allows you to keep track of your order history easily.

During the checkout process, we will also collect certain details for you (see our Privacy Policy for more information). We will ask for these details only when necessary to deliver our service to you. After your order is complete, you will receive a confirmation email from us. If you don't receive this email, or if any details are incorrect, please contact us immediately.

Please note that all of our products are made to order so please allow two weeks for your order to be completed, before shipping.


PAYMENT

All our prices listed are in Australian Dollars (AUD) and our store is hosted by Shopify who accepts the following payment methods, Visa, Mastercard and American Express.

We use PayPal as a payment method on our website as it is one of the safest options available on the internet. Note that you don’t need a PayPal account to checkout and pay with PayPal. PayPal accepts all major credit and debit cards: Visa, MasterCard, Maestro and American Express.

AfterPay and Zippay are also available and allow you to pay for your products over time.

We can’t be held responsible for any delays in payment clearance, and we can’t ship orders until we have received payment in full. We also can’t promise the availability of your desired stock if payment doesn’t clear or can’t be made for any reason.


CANCELLATION

Please double check your order before finalising the checkout. We take 24 hours to confirm orders and once this occurs we will require a 20% cancellation fee of the total order amount for any cancellation.

If your order has already been completed or shipped we won't accept any cancellations under any circumstances as this falls under 'change of mind'.


SHIPPING 

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 shown 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 customer's responsibility 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 thoroughly research and test each fault before we determine whether an item will be replaced or refunded. With our provided care and safety instructions being followed, no faults should occur from the item itself after it has arrived in perfect working condition as our items are independently tested to withstand normal use.

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 unused 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 post 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 hasn'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. 


PROMOTIONS

From time to time we may offer promotions including, but not limited to, discount codes, vouchers or giveaways.

These promotions will only be valid for specified periods, and any and all conditions must be complied with to redeem or qualify for promotional benefits successfully.

We reserve the right to suspend, cancel or modify any such promotions, at any time without notice or consequence. Vouchers won as part of promotional competitions are not valid with any other offer, and apply to purchase prices only (excluding shipping costs). 


PRODUCT INFORMATION

We take care to ensure that the images and descriptions of our products are accurate. We can’t, however, be liable for differences in colour or appearance that may be attributed to variations in the calibration of your computer monitor or handheld device as compared to the printed colour of our products.

If you have any questions about products you’re interested in and wish to get more information or photographs before placing your order, please contact us at enquiries@harleyandharlowbaby.com.au and we’ll do our best to assist you.

In addition to this, because our items are handmade, they may differ slightly from product to product. Any variation that may exist in colour, pattern placement, stitching, appearance or otherwise, is not considered a fault and is instead reflective of the uniqueness of each item.


PRODUCT CARE

Please take note of the care and safety instructions included with each product we sell, to ensure the durability and safety of your Harley & Harlow Baby products.

Items need to be thoroughly checked before the first use, and each use there afterwards for loose threads, stitching, mould or wear and tear.

We don’t offer a warranty period for any of our products. We encourage you to follow all product care guidelines listed here, in the product description, or that accompany your product, and to take all reasonable precautions to ensure the long-life and quality of your items. Please contact us at enquiries@harleyandharlow.com.au if you require any further information regarding the long-term care of your particular product.


INTELLECTUAL PROPERTY

All of the designs, images, photographs, illustrations, logos, text, HTML code or other intellectual property that has been made available on our website or throughout our social media, is the copyright material of Harley & Harlow Baby and remains our intellectual property at all times.

This content may not be reproduced, re-published or disseminated in whole or in part without the express consent of the authors and copyright owners at Harley & Harlow Baby. The use of our intellectual property in relation to any business or for the advancement of any commercial venture, or otherwise, is strictly forbidden.

Action may be taken against any person or persons who are found to be misusing our intellectual property.


LINKS TO THIRD PARTY WEBSITES

On occasion, we might provide links to third party websites throughout our website or social media channels.

Following any third party links is at your individual discretion, and we don’t assess or police these services or their policies and practices. You should always read the policies available before you engage in any third party service.

We will not be held liable for any loss, damage or otherwise, that may occur through the use of any third party links.


SOCIAL MEDIA

Harley & Harlow Baby uses social media channels to update our customers about our brand, our products, and our promotions.

We encourage everyone to join us on these platforms. If you do join us on social media, please be aware that we have specific standards of conduct and behaviour.

We welcome all kinds of comments and thoughts - supportive, opposing, critical, etc., as long as they are made in the spirit of constructive and civilised dialogue. Please use polite language.

Please do not re-post our images without permission. Any image re-posted from our website, or social media must be credited to us. We may refuse access to our social media for any person that repeatedly misuses our images.


FEEDBACK AND REVIEWS 

We are always keen to hear people’s thoughts and feedback about our products and service and welcome it through all our available channels of communication. We reserve the right to display any feedback or reviews of our products publicly. This includes the review system we currently use on our website. This feedback may be displayed on our website, blog, email subscribtion service or via our social media channels. 

If your feedback is shared by us, this will only ever be done using your first name and state where you live or using your social media handle (i.e., account name). 

Please note that even though our online product review system uses your email address, this does not get published publicly with your review on our website and is strictly only used to match it with your order. This helps keep our reviews honest and helps us to address any concerns raised in reviews.

If you don’t wish for us to share your feedback or reviews, please notify us.  


PRIVACY

Any personal information that is provided to us throughout your visit to Harley & Harlow Baby, via email, or via our social media channels, will be governed at all times by our Privacy Policy. This policy is available on our website and details how your personal information will be collected, stored and dealt with by us. Please make sure to read this policy before interacting with our service or providing us with any personal information.


CHANGES TO TERMS AND CONDITIONS

Harley & Harlow Baby is always evolving, and as such, we may occasionally make alterations to our Terms and Conditions. We reserve the right to make such modifications without notice or consequence.

Any changes to our processes and procedures that will affect our Terms and Conditions and therefore our customers will be published on our website and will take immediate effect from their time of publication.


WHOLE OF TERMS AND CONDITIONS

This document comprises the whole of the Terms and Conditions that govern the use of the Harley & Harlow Baby website.

These Terms and Conditions are current as of April 2018. If you have any questions, concerns or simply require further information about Harley & Harlow Baby, please contact us at enquiries@harleyandharlowbaby.com.au and we’ll do our best to assist you.