Refund policy
RETURN POLICY
IMPORTANT
Please read our return policy carefully before placing an order with Harper & Matilda Boutique.
We aim to make your shopping experience simple and enjoyable. The following policy explains our cancellation, return, refund, and exchange procedures.
Nothing in this policy limits your rights under Australian Consumer Law.
CANCELLATIONS
Would you like to cancel your order?
Cancellation is free of charge as long as your order has not yet been processed or shipped.
As orders are typically processed within 24 hours, we kindly ask that you contact us as soon as possible at:
Please include your order number and cancellation request.
Once an order has been processed or shipped, we may no longer be able to cancel it. This does not affect your statutory consumer rights.
RETURNS
We accept eligible return requests within 30 days of delivery.
For change-of-mind returns, prior approval from our customer support team is required.
Please contact us before sending any item back so we can provide the correct return instructions.
This approval process does not limit your rights to remedies for faulty or incorrectly supplied products under Australian Consumer Law.
RETURN PERIOD
You may request a change-of-mind return or voluntary size exchange within 30 days of receiving your order.
After this period, discretionary returns and exchanges may no longer be available.
Your rights under Australian Consumer Law are not limited to 30 days.
RETURN CONDITIONS
For change-of-mind returns, the following conditions apply:
-
Items must be unused, unworn, unwashed, and in their original condition.
-
Items must be returned in their original packaging.
-
Items showing signs of use or customer-caused damage may not qualify.
-
Certain products may be excluded from change-of-mind returns for hygiene reasons.
These conditions do not restrict remedies available under Australian Consumer Law for faulty or incorrectly described products.
FREE SIZE EXCHANGES
Not the right size? No worries! ❤️
At Harper & Matilda Boutique, we want you to feel comfortable and confident in every purchase.
If the size you selected doesn't fit as expected, we're happy to help you exchange it for a different size, subject to availability.
How our size exchanges work:
-
No additional product charge: You will not be charged again for the replacement product.
-
Flat A$20 delivery fee: A shipping and handling fee of A$20 applies to each approved voluntary size exchange.
-
Easy assistance: Simply contact our customer support team with your order number and the size you would like.
-
Subject to availability: Replacement sizes must be available in stock.
If we require the original item to be returned as part of a voluntary size exchange, the customer is responsible for the return postage.
Please note: The A$20 fee applies only to voluntary size exchanges where the customer received the size ordered but wishes to change it.
If we have sent you the wrong size, an incorrect item, or a faulty product, applicable remedies will be provided without additional exchange or delivery charges, in accordance with Australian Consumer Law.
RETURN SHIPPING COSTS
For approved change-of-mind returns, customers are responsible for return shipping costs.
Any customs duties, taxes, or other charges associated with voluntary returns are the responsibility of the customer unless otherwise agreed.
Original shipping fees for change-of-mind orders are generally non-refundable.
For faulty products or products that do not meet Australian Consumer Law consumer guarantees, reasonable return shipping costs will be reimbursed where legally required.
RETURN PROCESS
Before returning an item, please contact:
Please provide:
-
Order number
-
Reason for return or exchange
-
Photos of the item, if applicable
-
Contact details
Once your request has been reviewed, our support team will provide the appropriate instructions.
INTERNATIONAL FULFILMENT
Harper & Matilda Boutique serves customers through international fulfilment and logistics partners.
Returns may therefore need to be sent to the warehouse responsible for processing your order.
Please contact our customer support team before returning an item to obtain the correct return address.
Our international fulfilment arrangements do not affect your applicable consumer rights.
REFUNDS
For approved change-of-mind returns, refunds are normally processed after the returned item has been received and inspected by the responsible warehouse.
Once approved, refunds will be issued to the original payment method used for the purchase.
Depending on your payment provider, it may take several business days for the refund to appear in your account.
Refunds and other remedies required under Australian Consumer Law will be handled in accordance with those rights.
EXCHANGES
Where available, we offer exchanges for different sizes.
Voluntary size exchanges are subject to stock availability and the A$20 flat delivery fee outlined above.
There is no additional charge for the replacement product itself.
Where a product is faulty, incorrectly supplied, or does not match its description, the customer's rights to a remedy under Australian Consumer Law apply without additional exchange fees.
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
If a product has a major problem, you may be entitled to a refund or replacement. For other problems, you may be entitled to a repair, replacement, or refund, depending on the circumstances.
Nothing in this return policy excludes, restricts, or modifies your statutory rights.
CONTACT
For any questions regarding returns, refunds, or exchanges, please contact:
Harper & Matilda Boutique
