Shipping and Returns Policy for Your Online Orders

Shipping and Returns Policy – Harlequin Hair Australia

Pricing & Currency

Harlequin Hair is based in Australia, and all prices are listed in Australian Dollars (AUD).

Please note that prices may display in your local currency while browsing or at checkout.

We also encourage all customers to review our Online Shopping FAQs for additional information prior to purchasing.

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Shipping Information

Delivery Locations

We currently ship to:

• Australia

• New Zealand

All orders are dispatched from Brisbane, Australia and include tracking via Australia Post.

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Shipping Options & Rates

Local Pick-Up

• Free in-salon collection available

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Australia Shipping

Orders $0 – $119.99

• Red Satchel (Tracked) – $12

• Dispatched Tuesday to Saturday (excluding diffuser orders)

• Parcel Post Box (Tracked) – $15 (Recommended for protection)

• Dispatched Tuesdays only

• Order deadline: Monday 11:59pm

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Orders Over $120

• Free Shipping Available

You may choose:

• Red Satchel – Sent Tuesday to Saturday

• Parcel Post Box – Sent Tuesdays only (deadline Monday 11:59pm)

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New Zealand Shipping (Tracked – Parcel Post Box Only)

Dispatched Tuesdays only (deadline Monday 11:59pm)

Weight Range

Estimated Transit Time

Price (AUD)

0kg–0.5kg

6–27 business days

$20

0.5kg–1kg

6–27 business days

$27

1kg–2kg

6–27 business days

$40

2kg–5kg

6–27 business days

$65

Dispatch Time frames

• Orders are typically processed within 1–5 business days

• Delivery timeframe: 3–10 business days (Australia) after dispatch

• Please allow an additional 2 business days for dangerous goods (e.g. peroxide, aerosols, nail products)

Important Notes:

• Red satchel orders are dispatched based on salon availability (as we are a working hair salon)

• Items requiring post office lodgement (e.g. diffusers, some gift packs) are sent Tuesdays only

• Parcel Post orders (including New Zealand) are sent Tuesdays only

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Delivery Timeframes & Delays

• Standard delivery: 1–2 weeks

• Extended delivery: up to 4–6 weeks

Delivery times are a guideline only and may be affected by:

• Peak periods (e.g. Christmas)

• Weather conditions

• Australia Post delays

• Unforeseen circumstances outside our control

If your order has not arrived within 4 weeks:

1. Check your tracking

2. Contact Australia Post

3. Notify us with your tracking details

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Christmas & Holiday Shipping

• Harlequin Hair is closed between Christmas and New Year

• Orders placed during this time will be processed after reopening

• Delivery delays may occur due to carrier schedules

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Shipping and Returns Policy

Returns, Exchanges & Refunds

Our returns policy is in accordance with the Competition and Consumer Act 2010 (Cth).

All refunds are issued via the original payment method.

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Incorrect Address / Returned Parcels

If an order is returned due to an incorrect address:

• We will contact you via email

• If re-sending is required, additional postage must be paid

• If you no longer want the item:

• Refund will be issued minus original postage costs

Re-shipping is processed via gift certificate purchase for postage value, as original packaging cannot be reused.

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Product Returns & Exchanges

We do not accept exchanges or returns for:

• Opened or tampered products/used

• Liquids (due to contamination risk)

• Health & safety concerns (e.g. head lice, skin conditions see below for more information)

• Fake or substituted products

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Change of Mind Returns

If you change your mind after your order has been shipped:

Requirements:

1. Email us immediately with full name and order number

2. Do not open the package if you do we cannot accept the item

3. Return the parcel:

• In original packaging (placed inside a new satchel), or

• Return to sender

(Return postage is at your cost)

4. Once received unopened and in original condition:

• Refund will be issued minus $20 (postage, packaging, restocking)

Important:

If the package is opened/used or tampered with:

• Return/s will not be accepted (explanation: for liquids: once opened water, virus's, microscopic particles can enter the bottle, which can cause the spread of skin/scalp conditions, water could enter/ air can enter or be exposed to air & deteriorate the product etc. For physical items example hair ties/brushes etc again microscopic particles that can cause scalp or skin conditions can be spread (fungi/impetigo/shingles/head lice/ringworm/folliculitis etc): if we accepted returns; the item would need to be destroyed & legally we cannot resell used/opened items. PS you are legally allowed & there is a facebook group; buy swap sell curlies australia or facebook market-place)

• Refund will be void

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Order Cancellations

If cancellation is approved before dispatch:

• A $5 administration fee may apply

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Faulty Products

Online Purchases

If your item is faulty:

1. Email us with:

• Photos of the product

• Order details

2. Do not dispose of the item

You will be required to:

• Return the item (at your cost)

• We will send it to the manufacturer

Once confirmed:

• A replacement will be sent at our cost

Important Note

As a small business, we incur return shipping costs to suppliers.

We appreciate customers covering return postage, as manufacturers may not always reimburse us.

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In-Salon Purchases

Please return the product with proof of purchase to the salon.

We accept no responsibility for products used outside of our salon environment.

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Incorrect Items Received

If you receive incorrect products:

1. Take photos of:

• Products (front, back, sides)

• Packaging

2. Email all details to us

We may request return of items:

• Return postage will be reimbursed (receipt required)

Once confirmed:

• Correct items will be dispatched promptly

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Damaged Goods

If your order arrives damaged:

1. Take the parcel to your nearest Australia Post Office

2. Request a Damaged Goods Report

3. Take clear photos and email them to us

In some cases, we may resolve the issue directly before requiring a post office visit.

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Product-Specific Policies

WetBrush Warranty

For The WetBrush or Clever Curl Curl Brush within 12 months:

1. Email photos and order details

2. Return the item (postage at your cost)

Once received:

• Replacement will be arranged via supplier

• Colour/design may vary

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PuffCuff Products

PuffCuffs have a lifetime warranty.

For faults or breakage: Info below is from their FAQS Page

• Visit: https://docs.google.com/forms/d/e/1FAIpQLSfX-TTOYsQNkWa2tk9QqBO3SEzlPiTU21gR8bbKmAltQqWc9A/viewform?pli=1

• Complete their warranty form above

Note:

We do not accept PuffCuff returns due to counterfeit risks.

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Electrical Diffuser Dryers, Hair Dryers & Large or Bulky items

• All orders are dispatched Tuesdays only

• This applies to both Red Satchel and Parcel Post options

• Due to size, these must be lodged directly at a Post Office

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Important Reminder

• All orders include tracking

• Shipping timeframes are estimates only

• Harlequin Hair is not responsible for carrier delays