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The must have Waterproof range

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HELP & FAQS

Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a customer service representative.

We aim to respond within 1-2 business days. Thank you for your patience.

Monday – Friday: 9am – 5pm AEST

ONLINE ORDERS

  • HOW DO I KNOW MY ORDER IS CONFIRMED?

    Once you’ve completed your purchase, we will send an Order Confirmation email. This process can take up ton an hour. Please check your spam or junk mail folders if you cannot find it. Otherwise please contact our customer service team via the chat bubble.

  • CAN I AMEND MY ORDER

    Unfortunately, once placed we are unable to amend orders.

    You are able to return orders if in an unused and saleable condition up to 30 days post purchase. Find out more here.

SHIPPING 

  • WHAT ARE SHIPPING COSTS AND TIMEFRAMES

    Our standard shipping is $7.99, we offer free standing shipping on all orders over $25, if you need your item quickly our express shipping is $14AUD

    All online orders will be dispatched within 2-3 working days of receiving the order. Shipping timeframes vary between 5-7 days depending on your location. Rural communities may have a larger delay.

  • HOW CAN I TRACK MY ORDER

    We will email you tracking details once your order has been dispatched from our warehouse.

    If you cannot find your tracking details, please contact us via hello@harliandharpa.com. 

  • INTERNATIONAL SHIPPING

    Never say never! However, we do not currently ship outside of Australia.

RETURNS

  • HOW TO DO AN ONLINE RETURN

    Please note: All online returns will be processed within 10 business days of receiving your parcel and you will be notified via email once it is completed. We do not accept refunds on personalised items or  Gift Cards. For hygiene reasons we are unable to accept returns of Earrings, Piercing Jewellery, Hair accessories.

    1) You can return your online order by simply filling out the returns form found here. 
    2) Pack your goods in the original HARLI + HARPA gift box. You may reuse the original outer packaging or a suitable alternative.
    3) Attach the return address label firmly to the outside of your parcel.
    4) Within 5-7 business days of receiving your return, we will send you a confirmation email advising that your item(s) have been received and processed.
    5) At any time, you may go ahead and place another order for your preferred items.

    Please contact our Customer Service team via hello@harliandharpa.com if you require assistance.

  • HOW LONG DOES IT TAKE FOR MY ACCOUNT TO BE CREDITED AFTER A REFUND?

    Once your return arrives to our warehouse and your refund is processed, we will send you a confirmation email advising that your item/s have been processed and refunded. 

    We aim to process your refund within 5-7 business days of receiving your return.

    Depending on your financial institution, please allow 10 business days for your funds to appear in your account.

    Please note there may be delays on processing returns during busier trade period.

  • HOW WILL I BE REFUNDED IF I HAVE PAID WITH A GIFT CARD AND ANOTHER METHOD OF PAYMENT?

    If you use a Gift Card / eGift Card and another payment method for the same order, we will first refund with a new eGift Card for maximum the amount you paid by Gift Card / eGift Card. Any remaining amount will then be refunded on the other payment method you used.

  • MY ITEM IS FAULTY, WHAT SHOULD I DO?

    While we strive to ensure our products are top quality, mistakes do happen. If your item is broken or damaged please contact our customer service team on hello@harliandharpa.com with your order number, a photo of the item and the name/product code of the item and we will strive to resolve this issue for you.

THE HOOP

  • IS IT FREE TO JOIN?

    Yes, The Hoop is free to join. If you would like to join, you can do so here

  • WHAT HAPPENS TO MY DIGITAL HOOP CARD IF I STOP BEING A MEMBER

    We are so sad to see you go! You will need to manually remove your card from your Apple or Google wallet. Your member number will be deactivated, and purchases will no longer be registered against this number.

    Don’t worry, if you start to miss us you can always reactive your account. 

  • HOW LONG DO I HAVE TO REDEEM MY HOOP HONOURS

    Usually, you will have a week to redeem a Loyalty Hoop box or until stocks last. This may change but you will be notified to any changes via email.

  • WHEN WILL I GET MY BIRTHDAY GIFT AND HOW DO I REDEEM IT

    Once you enter the Sapphire tier you have the Birthday Honour. This offer becomes available on your Birthday and for 14 days following. Redeem in store or online with your next purchase.