Refund Policy
Shopping with confidence at Harper & Willow
We want every order to feel like a good decision — before, during and after it arrives. That's why we've made our return process as straightforward as possible, and why our team is always here to help if something isn't quite right.
If you have any questions about sizing or fit before you order, just reach out to us at info@harper-willow.nz. We'd much rather help you choose the right size upfront than have you go through a return process afterwards.
Our 30-Day Satisfaction Guarantee
If your order doesn't meet your expectations, you can contact us within 30 days of receiving it and we'll do our best to make it right. We genuinely care about every customer's experience and we'll always look for a fair solution.
To start a return, simply send us an email at support@harper-willow.nz with your order number, your name and address, the reason for your return, and a photo if the item arrived damaged. We'll get back to you promptly with next steps and the correct return address. Please don't send anything back before hearing from us, as unauthorised returns can't be processed.
A note on sizing
The most common reason customers want to return an item is sizing — and it's almost always avoidable. Every product page on our store includes a detailed size chart. We strongly recommend checking it carefully before ordering, and if you're between sizes, we generally suggest sizing up for the most comfortable fit.
Still not sure? Drop us a message before you order. Our team is available seven days a week and we're always happy to give personal sizing advice.
Condition of returned items
To be eligible for a return, items need to be in their original condition — unworn, unwashed and with original packaging intact. Items that show signs of wear or have been altered in any way unfortunately cannot be accepted back.
For hygiene reasons, as is standard practice across the retail industry worldwide, intimate items including bras, underwear, swimwear and lingerie cannot be returned once they have been tried on. We know this is an important consideration when ordering these products, which is why we always encourage customers to review the size chart carefully and reach out to us for guidance before purchasing.
Sale and promotional orders
During significant sale events and promotional periods, all sales are considered final due to the exceptional discounts offered. We encourage you to take your time reviewing product details and sizing information before completing your purchase during these periods. If you have any questions, our team is happy to help before you order.
Return shipping
Once your return has been authorised by our team, items are sent back to our central warehouse. Return shipping costs are at the customer's expense. We recommend using a tracked service to ensure your return arrives safely.
Refunds are processed within 7 working days of receiving your return, back to your original payment method. Please note that original shipping costs are non-refundable. All orders must be returned to our international warehouse.
We're always here
Our goal is simple — we want you to feel good about every order. If something isn't right, please reach out before making any assumptions. Nine times out of ten there's a straightforward solution and we'll always do our best to find it.
📧 info@harper-willow.nz 7 days a week