Easy 14 Day returns

We love the products we offer, but if something isn’t right and you’ve changed your mind, you may return your item within 14 days of receipt.

To be eligible for a return, items must be:

• Unopened, unused, and unworn
• In original packaging with all tags and hygiene seals intact

Due to the highly intimate nature of our products, once a product seal has been broken, we cannot accept returns, even if the item has not been used. This policy helps ensure the safety and hygiene of all our customers and team.

Important Conditions

• Proof of purchase is required for all returns
• All returns must be pre-authorised by Harper; unauthorised returns will be refused.
• Customer provides return shipping. 
• Shipping costs are only refunded if the return is due to our error
  
  

Non-Returnable Items (Final Sale)

The following items cannot be returned:

• Underwear garments – All underwear is considered final sale and cannot be returned for hygiene reasons. Faulty items will be handled under our faulty goods policy and may be replaced or refunded. “Underwear garments” refers to any items worn directly against the genital area, including but not limited to briefs, panties, thongs, g-strings, and similar bottom undergarments. For hygiene reasons, these items are non-returnable and non-refundable, even when sold as part of a lingerie set. Other components of the set (such as bras, tops, or accessories) are eligible for return in accordance with our standard return policy.
• Opened products – Any item with broken seals or opened packaging
• Intimate objects without sealed packaging (unless faulty and covered under manufacturer’s warranty)
• Lingerie not in original condition or missing components (e.g. straps, chains, pendants)
• Soiled lingerie (including marks from makeup, fake tan, deodorant, or other stains) – these will be returned to the customer
• Hosiery where one or both hygiene seals have been opened
• Latex items where packaging or hygiene seals have been opened
• Candles, oils, and lubricants if opened or used
• Toys with broken hygiene seals (faulty items are covered under manufacturer warranty policies)
  

Faulty Items

• Intimate wellness products: Covered by a 3-year manufacturer’s warranty. If your item is faulty, please follow our faulty items policy below for assistance with repair, replacement, or refund.
• Lingerie: If your item arrives faulty or damaged, please contact us promptly so we can arrange a replacement or refund in line with our returns policy.

Duties, Taxes & Shipping

• Duties, taxes, and any associated shipping costs are non-refundable
• These charges are collected on behalf of government authorities
• Customers may be able to reclaim duties or VAT through their local customs agency, subject to their country’s regulations

To return a product to us, please ensure your return meets the above requirements then email us at hello@hallofharper.com 

In your e-mail, please include the following information:

• Your order number or receipt 
• The item you would like to return
• The reason for the return
• If the item is opened or unopened

Unauthorised returns will not be eligible for a refund or on-line credit. Any item returned after 14 days of receipt is not eligible for a refund or credit.

Once we’ve received your return, we will inspect the condition of the item(s). If the condition of the item(s) accurately matches the description you provided to our  team, we will then initiate a refund to your original payment method or provide you with an on-line credit via e-mail. Harper is not responsible for items damaged or lost in transit.

Please note that we cannot offer exchanges.

 

Do you pay for return shipping?

Harper will not refund the cost of shipping fees on your original order, except in the case of faulty or damaged items or if Harper shipped you the wrong item.

For change of mind returns, the customer provides return shipping. 

 

When can I expect my refund?

We process returns as quickly as possible from receiving your returned package and inspecting the condition of merchandise. You will receive an e-mail notification letting you know your refund has been processed.

Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.

 

What if my product is defective?

Please email us with a description of how your product is defective and provide any photo evidence for us to assess. If you need any help with this please get in contact with us at hello@hallofharper.com

 

Product care void warranty

Hall of Harper presents recommendations on product usage, attributes, cleaning and compatibilities, however is not responsible for unreasonable or misuse by customers and disclaims any implied warranty that the products will be merchantable or fit for any particular purpose.

 

What happens if my parcel does not arrive at all or is later than expected?

We use Australia Post to deliver Australia wide. If your parcel goes missing, you will require to start a Track and Trace enquiry with their customer service team. Please update us with the enquiry as there are times where we may need to follow up and request final outcomes in order to assist you!

We understand how frustrating it can be when a delivery is not as smooth as hoped and of course we will look to resolve on our end as soon as possible. Please bear in mind, we do need to wait for Australia Post to advise of the final outcome of their internal investigation which can take between 5 - 10 business days in most instances. 

Please note that Harper is not liable if your parcel has not been received after Australia Post confirms delivery. If Australia Post does not deliver to the time frames they state and your order is later than expected, we cannot be held liable for any damages including discounts on an order. You can lodge a formal complaint, as the owner of the parcel with Australia Post.  

Faulty Items Policy

We take pride in the quality of our products and are here to help if something isn’t right.

Intimate Wellness Products 
Our intimate wellness products are covered by a 3-year manufacturer’s warranty. If your item is faulty, please contact us with proof of purchase, the product name and a description of the issue. Where applicable, we will arrange a repair, replacement, or refund in accordance with Australian Consumer Law and the manufacturer’s warranty terms.

Lingerie
If your lingerie item arrives faulty, damaged, or not as described, please notify us as soon as possible after delivery. Once assessed, we will offer a replacement, repair, or refund in line with Australian Consumer Law.

How to Lodge a Faulty Claim

• Contact our customer support team at hello@harpetheory.com with your order number and details of the fault
• Provide clear photos or videos showing the issue where possible. Please note that intimate products will need a video sent to show the fault. 
• Our team will review your claim and advise the next steps

Please note that items damaged due to misuse, improper care, or normal wear and tear may not be considered faulty.