30 Day Return Policy

Need to return products to Harlequin Kids?

No worries—let’s get it sorted! If a return is required, it must first be approved by our Customer Care team. To begin, please contact us here and we’ll provide you with a Returns Authorisation link. We may ask you for more info or some pictures! Once approved, we’ll send you a Returns Form and full instructions.

Please note: the process for returning personalised items is different from returning plain (non-personalised) items. The details for each can be found below.

Return postage is your responsibility, but we’ll cover the cost of sending your replacement or repaired item back to you.

 We recommend packaging items carefully and, if you’re unsure, using a tracked service. Unfortunately, we can’t take responsibility for goods lost in transit.

  • Personalised Products:

    Each personalised item is made just for you, which means we can’t accept returns if you’ve had a change of heart, made a typo, or picked the wrong colour—unless, of course, there’s a genuine manufacturing fault (see our Warranty section under Terms & Conditions).

    We know everyone has their own unique way of spelling names and nicknames (and we love that!), so it’s tricky for us to tell the difference between a typo and a personal preference. That’s why we always recommend double-checking your spelling and colour choices before placing your order. However you type your name—ALL CAPS, no caps, spaces.between.every.letter, even if you get fancy with an umlaut—we print it exactly as you entered it. No judgement (we love a dramatic name), but please double check before you hit order, because once it’s in the system, it’s locked in just like that.

  • Plain Products:

    Changed your mind? No problemo! For non-personalised (aka plain) products, we offer a no-fuss, no-judgement return policy.

    If your item is unused, unsoiled, and still has all its tags attached, you can send it back within 30 days of purchase for a full refund or an exchange (as long as we’ve still got it in stock).

     

    Simple, stress-free, and just how returns should be.

What if a product is faulty?

In the unlikely event you find your product to be faulty, we reserve the right to ask you to send us a photo and/or have the product returned to us. We will inspect the product and advise you if it is deemed faulty and if it will be fixed or replaced.

What if I purchased it from my school directly?

If you purchased your Harlequin school bag through your school, i.e. paying your P&C or uniform shop for the item, any warranty claims will have to be lodged via the school's office. As the supplier of school bags to your school, we will assess each claim sent to us by them individually, at no expense to you.

Once you return the item to the school sit back, relax and wait to hear back from the school. If the assessment concludes that the item has a manufacturing fault, the school will be authorised to give away a new item and we will credit the school's account for it. Please keep in mind that wear-and-tear is not covered by our Lifetime Manufacturer's Warranty. In addition, please allow up to 10 days for the item to reach BAG HQ from the date the school sends it out to us in the mail.