Returns & Refunds
Customer-Centric Return Philosophy
At The Harlow Family Santa Monica, we handle returns on a case-by-case basis with the goal of making our customers genuinely happy. We stand behind our products and want you to love what you receive. We’re committed to treating every customer fairly and reasonably — and we’ve found that when we do, our customers treat us the same in return.
However, it may occur that an item does not fully meet your expectations. This page clearly explains our return policy.
How To Return
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Send your return request by email to support@harlowfamily-santamonica.com
within 14 days of receiving your order. -
Include clear photos or a video of the product showing its current condition.
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Once your request has been validated by our friendly customer service team, you will receive confirmation to send your item back to our supplier.
Please note that our warehouse is located in Asia, and all returns must be sent to our Asian return address. You can obtain the exact address by contacting our support team.
Returns Timeframe
We’re confident you’ll love your Harlow Family Santa Monica pieces — but if not, we accept returns for eligible items within 30 days of purchase.
Please allow 7–10 business days after receipt for your return to be processed.
Return Conditions
To qualify for a return:
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Items must be unworn, unused, unwashed, and in original sealed packaging.
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Items showing signs of use or damage may be declined.
Trying on is allowed, but extended wear is not permitted.
Returns of products intentionally ordered in multiple sizes with the intent to return some are not allowed.
All return shipping costs are entirely the responsibility of the customer, including any international shipping or customs fees.
Before a return can be authorized, the customer must provide photos or a short video of the item to verify its condition. Without this step, the return cannot be accepted.
Return Cost
Please notify us within 7 days of receiving your order to ensure a smooth process. A return fee may apply, ranging from $15 to $20 per order. This can be paid during the return process. If this option is unavailable, a voucher will be issued, and the return cost deducted from your refund.
Refunds for Returns
Refunds are issued for the value of the product(s) only. Shipping fees — including express or international — are non-refundable. Refunds are applied to the original payment method used for purchase.
Exchanges
At The Harlow Family Santa Monica, we’re happy to assist with exchanges. Since returning items to our warehouse in China can be costly and time-consuming, our customer service team can arrange for a replacement.
Please allow up to 12 days for the new item to arrive.
This eco-conscious method reduces packaging waste and shipping emissions — and saves you time.
Bundle Orders
Items sold as part of a bundle must be returned together. Individual items from the bundle cannot be returned separately.
Self-Service Return
If eligible, you may use our self-service return process. Provide your order number and postal code to begin. You’ll be able to select the reason for return and choose between a refund or exchange.
Once approved:
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A return link will allow you to pay for the return shipping (based on carrier costs)
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A return label will be emailed to you.
For international returns, we cannot provide a return label. You must ship to the nearest return facility using DDP (Delivered Duty Paid). For exchanges, a gift card will be issued once tracking shows return progress, allowing you to reorder.
Please note: Any fees paid for returns are non-refundable unless your return meets the criteria above (e.g., damaged or incorrect items).
Customs Delays
If your return is held at customs, this is typically due to clearance or paperwork. Amelia Melbourne cannot issue compensation until the item is received and cleared.
Customer Support:
📧 support@harlowfamily-santamonica.com