Return policy

At Harlow & Sydney, we want you to love every piece you receive. If something isn't quite right, we're here to help with a simple return process.

Returns

You have 30 days from the date your order is delivered to request a return.

To be eligible for a return:

Items must be unused, unworn and in original condition
All original tags and packaging must be included
Items must not have been washed or altered in any way

We do not charge any restocking fees.

The following items cannot be returned:

Intimate apparel and swimwear (for hygiene reasons)
Items marked as final sale at the time of purchase
Gift cards

How to Start a Return

Step 1: Email us at support@harlowandsydney.com with your order number, name and reason for return. Our team will review your request and send you a return approval with instructions.

Step 2: Once approved, securely package your items with the original packaging and tags. Send the parcel to the return address provided using a trackable shipping service.

Step 3: Once we receive and inspect your return, we will process your refund within 7 business days to your original payment method.

Please note that return shipping costs are the responsibility of the customer. We recommend using a trackable and insured shipping method, as we cannot be held responsible for items lost or damaged during return transit.

Exchanges

If you would like to exchange an item for a different size or colour, simply let us know when you contact us. We will do our best to accommodate your request, subject to availability.

Refunds

Once your return has been received and inspected, your refund will be processed to your original payment method within 7 business days.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account. This is outside of our control and typically takes 3 to 5 additional business days.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery at support@harlowandsydney.com.

Please include:

Your order number
A clear description of the issue
Photos showing the damage, fault or incorrect item

We will arrange a replacement or full refund at no additional cost to you, in accordance with your rights under the Australian Consumer Law. You will not be required to cover return shipping for faulty or incorrectly supplied items.

Order Changes and Cancellations

We process orders quickly to ensure fast delivery.

Orders can be cancelled or modified within 24 hours of being placed
After this time, we may not be able to make changes as processing may have already begun

If you need to update your shipping address, please contact us as soon as possible after placing your order.

Lost Packages

If your package appears to be lost in transit, please contact us at support@harlowandsydney.com. We will investigate with the carrier and work toward a suitable resolution, which may include a replacement or refund where appropriate.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this return policy limits or overrides your statutory rights.

If you have any questions about your return or order, we are happy to help.

Email: support@harlowandsydney.com