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Frequently Asked Questions

Take a look at our most frequently asked questions below, if you still need help then please contact us at info@harlancollective.com

General

We are so glad you asked! We know that our customers care, and so do we - Take a look at our Sustainability page for information about what we are doing to to make sure we are a brand you can be proud to wear. 

Incorrect/Faulty Order

We're so sorry you ended up with an item that isn't perfect! Please follow the below steps and we will get this sorted for you ASAP.

Head to our contact page here and lodge your return. Be sure to attach photos of the faulty product and any relevant details. We want to make this process as easy and convenient for you as possible, so upon receiving your request we will send you out the shipping label for your return. All you will need to do is print out your label, reseal your shipping satchel and pop it in your closest mailbox!

Once we receive your return, we will work to have your refund processed within 3 business days. Please note some banks take a little longer to process and release the funds back into your account.

Oh no! We are so sorry, we know how frustrating it can be when you have been waiting for something exciting! Let's get this sorted out as quickly as possible.

Head to our contact page here and lodge your return - be sure to include your order number, and photos of the product that arrived so we can get a better idea of what's going on. We want to make this process as easy and convenient for you as possible, so upon receiving your request we will send you out the shipping label for your return. All you will need to do is print out your label, reseal your shipping satchel and pop it in your closest mailbox!

Once you have posted your products, be sure to let us know at info@harlancollective.com and we will prioritise getting your correct order out to you immediately.

Returns

We are sorry to hear you aren't in love with your product! If you want to lodge a return, please do so within 14 days of the delivery date. You can send through your returns request here and we will get back to you within 48 hours.

Make sure your request includes your order number, and the items you wish to return.

Please note that original shipping charges are non-refundable, and we do not provide free return shipping unless the item is damaged or faulty.

Once we receive your delivery, we work to completing the process within 3 business days. Your bank may take a little extra time to release the money back into your account. If your return has already been delivered but we haven’t processed it within our 3 day timeframe, please get in touch with us and include your tracking details to info@harlancollective.com. From there, we can make sure this gets sorted as quickly as possible! 

We want to make sure you know exactly what to do next, so if you can't see the email with instructions, make sure to check your junk folder too! We will respond to your refund request within 48 hours, and if you have not heard back from us by then, you can reach out to us at info@harlancollective.com and we will take it from there.

Shipping

We love that you want to be able to put your favourite pieces aside or grab one early so you didn’t miss out! So we wanted to give you the option of being able to purchase your favourite pieces as early as possible. With our Pre-Order, you are able to secure your order whilst the products are being shipped to us from our manufacturer. This means, there will be a delayed dispatch for your order. Don’t worry though! We will always let you know on the product descriptions what this dispatch time-frame is so you know when to start getting excited about it! 

Congrats on your purchase! We’re so glad you found something you love.

We pack and dispatch your orders from within 2 business days for our Australian customers. If you’ve ordered on a Friday, your order will be packed and dispatched the following Monday.

From there, your order will take the time allocated by Australia Post, which you can find the details of on our shipping page. 

Please note, we may need an extra 1-2 days for dispatch during sale and holiday periods.

Sizing

We know that all bodies are different and beautiful, but that can sometimes make ordering online a bit tricky! Our sizing runs true to our size guide. If you find you are in between two sizes, we suggest sizing up unless otherwise stated in the product description. If you are still feeling a little unsure please send us an email at info@harlancollective.com or contact us here and we can provide you with some personal sizing and styling advice. If you do email us, be sure to include your measurements for your bust, waist and hips along with the styles you are interested in so we can assist you properly.