EXCHANGES AND RETURNS POLICY
If you wish to make an exchange or return, access our form by clicking here and follow the instructions.
Exchanges and returns
Manage your exchange or return quickly and easily through our Exchanges and Returns form.
Important: The conditions indicated below on exchanges, returns with MRW, home collections, free exchange and refund or instant exchange options apply only to shipments made to the Peninsula (mainland Spain, excluding the Canary Islands, Ceuta and Melilla).
For orders sent outside of this area, returns must be made at the customer's expense and expense.
Size changes
If you wish to change the size of an item, access our Exchanges and Returns form and follow the indicated steps.
Our team will check the availability of the new item and, if applicable, will manage the change.
In some cases, and as long as the request is eligible, you will be able to access an instant exchange to speed up the process.
Important:
The standard change is not carried out simultaneously. The original product is first collected and verified and, once received in our warehouse, the new item is shipped.
Every order includes a free exchange.
If additional collections or deliveries are requested after the first, these will have a cost of €4.95, which will be deducted from the corresponding refund.
Orders placed in the online store can only be managed through the online process.
Exchanges or returns of online orders in physical stores are not allowed.
Returns
You have 30 days from receipt of the order to request an exchange or return.
You can choose between:
Refund of the amount of the item
or
Voucher for the original value of the purchase + an additional €5 for a future purchase.
Original shipping costs are non-refundable.
On certain requests, and as long as they are eligible, you can benefit from an instant refund.
Return conditions
Items must be returned in their original, unworn, unwashed condition with all tags, packaging and accessories.
Returns of incomplete, damaged or products with signs of use will not be accepted.
Fixed discount codes have a single use so if you return the item you will be refunded what you paid for it and the code will be disabled.
Products that do not allow returns
Perfumes with open packaging.
Swimwear or underwear without seal or labels.
Return service cost
For orders sent to Peninsula, each order includes the possibility of making a first return at an MRW office or requesting a home collection for €1.95.
Subsequent additional collections or deliveries will cost €4.95 each, which will be deducted from the corresponding refund.
How to make a return
Access the Exchanges and Returns form and enter your order number or tracking number.
Prepare the package following the indicated instructions.
If your order was sent to Peninsula, you can deliver the return to an MRW office or request home pickup.
If your order was sent outside the Peninsula, you must send the return by your own means.
When we receive the package, we will send you an email with the tracking of your return.
If you have any issue with the form, you can write to us at contacto@harperandneyer.com.
Refunds
If your request is eligible for instant refund, you will receive the amount immediately in the method available during the process.
If the refund method selected is not instant, the credit will be made within a period of up to 14 days from receipt or collection of the package.
During promotional periods, such as Black Friday or Sales, this period may be extended up to 30 days.
If your purchase was made through seQura, the refund will be made using the same payment method and cannot be offset with a voucher.
Orders outside the Peninsula
For orders sent to the Canary Islands, Ceuta, Melilla or international destinations, changes are not available.
Returns must be managed at the customer's expense and expense.
Customer service
If you need help, our Customer Service team will be happy to assist you.
Telephone: +34 951 081 245
Email: contacto@harperandneyer.com
Hours: Monday to Friday from 9:00 a.m. to 2:00 p.m.
