FAQs

PRODUCT

Where are your pieces made?

All our pieces are designed in our studio in Victoria, Australia and are made in Shenzhen, China by a family run workshop that we have known and worked with for many years.

How do I best care for my HB leather bag and/or shoes?

With proper care your HB piece should serve you well for some time.  Please see our leather care guide here for full details.

Do your wallets have RFID protection?

Not yet, but it is something we are currently working on and may be included in future releases.

 

PURCHASES/RETURNS

How long will it take to ship my order and how will I know once it has been shipped?

We endeavour to ship all orders within 24 business hours of them being placed.  The only exception to this is in the case of pre-orders and in those cases it would have been made very obvious to you at the time of purchase that the item was not yet available and when to expect shipping to take place. Once your item has shipped you should receive a tracking email to allow you to follow its progress across the planet to your door.  Please make sure when ordering that your email address is correct or this email may bounce back to us. All orders are shipped from Geelong, Australia.

What if once it arrives I find that it doesn't fit?

Buying shoes online can be tricky so we have created the HB Size Promise meaning you can purchase your shoes, boots and sandals with complete piece of mind.

Does Harlequin Belle ever have a sale?

All our products are made in small limited runs and generally they sell out quite quickly.  Because of this we don't get the opportunity to have sales and clear out old stock.  We don't really like to do sales also because we feel it is disloyal to our best customers who pay full price and buy pieces as soon as they're released.

I received the incorrect piece in my order?

Ok. This is not a FAQ and to my knowledge has only happened once.  If it ever happens to you, let us know and we will arrange for return shipping of the incorrect item and free shipping of the correct item to you ASAP.

What do I do if my piece is faulty?

Firstly, please accept our most sincere apologies.  We work really hard to ensure the quality of our pieces and prior to shipping each one is inspected for defects or faults.  They are checked by humans though, and therefore, things can be missed.  If you have received a faulty item please let us know by emailing support@harlequinbelle.com and we will work with you to find the best solution for you.  Including photos of the faulty item is great too and can speed up the process.

Can I return if I just change my mind?

Yes.  We want our customers to be completely satisfied with their purchase and do allow for a change of mind return on all full priced items (this does not include sale or discount items).   A change of mind return can only be accepted if you have notified us by email first at support@harlequinbelle.com. Your item must be sent back within 14 days of you receiving it. Tracking details must be forwarded to us via email along with the following information: Invoice Number: Full Name: Phone: Email: Reason Code (1- Incorrect Size, 2- Faulty, 3- Incorrect Item, 4-Change of mind): Solution (exchange, store credit, refund):

Do you do Lay-by/Layaway?

Yes, we do still allow Lay-by, however we now have Afterpay available as a payment method. This allows you to buy now, receive your purchase now and pay over 4 fortnighly, interest free instalments.  Most of our customers use Afterpay in preference to Lay-by, but if you're a traditionalist Lay-by can be arranged by contacting support@harlequinbelle.com and letting us know which piece(s) you are after. Essentially, we require a 10% deposit to commence the Lay-by agreement and the balance must be paid in instalments over a maximum of 8 weeks.  Please see the full Lay-by terms and conditions here.

The piece I wanted is sold out.  Will you be making any more?

This is a very common question.  All our pieces are made in small runs and most are limited edition.  Once these sell out we don't make any more. Ever.  We do keep a list of people who enquire about sold out items being restocked and they are the first to know if one becomes available or if a similar piece is being released. Sometimes if a piece has been particularly popular and we get a lot of requests we may make an updated version or release a new colour.  The best advice we can offer is if you see something you like, get in quick.

Do you have a stockist near me?

No.  We sell our pieces exclusively online. To learn more about this head over here.

I have a retail store, can I stock Harlequin Belle?

We aren't doing any wholesale currently but still like to hear from interested stores - it never hurts to ask!  Send us an email to hello@harlequinbelle.com with some information about your store and location and we'll add you to our waiting list.

 

COMPANY

I'd like to know more about the ethical side of your business.

At Harlequin Belle we strongly believe that business can be a force for good. This is very important to us and is a core part of who we are as a company so we have put this information together on a page all of its own.  You can read all about it here.

 

OTHER

These questions are great and all, but you still haven't answered my question!

You really think these are great?  Thanks, it took me ages!  I'd love to answer your question too so please send us an email to hello@harlequinbelle.com and we'll get back to you super fast.  We promise!