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Frequently Asked Questions

Please find the answers to the most frequently asked questions below.

If you cannot find the answer to your question below, please feel free to call our friendly Customer Service team on 1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST).

Shopping Online with Harris Scarfe

Your account

Do I need to create an account to shop online and how do I create one?

You don’t need an existing account with Harris Scarfe to shop with us online. Simple browse our website and if you find anything you like, add it to your shopping cart and then follow the checkout process. If you don’t already have an existing account, we’ll create one for you as part of the checkout process, all you need to do is pick a password at the end of your order.

Alternately, you can create a new account by following the prompts on the registration page.

If you have any trouble creating your account, please contact our Customer Service Team on 1300 304 505 - Monday - Friday: 9:30am – 5:30pm (AEST) or send an email to our customer service team.

 

How do I login to my account?

Existing customer can login to their account via the login page, all you need is your Username (usually your email address) and Password that you entered when you created you account.

If you have forgotten your password, you can reset your password at the forgotten password page.

If you are a new customer, you can create an account by following the prompts at the registration page.

 

I can't remember the email address I used for my account. How can I find it?

Please contact our Customer Service Team on 1300 304 505 - Monday - Friday: 9:30am – 5:30pm (AEST)

 

I have forgotten my password or How can I have it reset?

You can rest your password at the login page. Simply enter your email address and click on the link "forgotten your password".

We’ll send you an email within minutes that will prompt you to reset your password.

Remember to choose a secure password that only you know.

 

Who can I contact if I need further assistance?

Our friendly Customer Service team can be contacted on 1300 304 505 and are on standby Monday - Friday: 9:30am – 5:30pm (AEST). Outside of these hours, you can send us an email and we’ll strive to respond to you within 24 hours Mon-Fri.

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Payment Methods

Can I pay with a credit card?

Yes, we accept payments online with the following credit or debit cards: Visa, MasterCard, American Express, Diners Club and Harris Scarfe Gold and Silver credit cards.

 

Can I pay with a Harris Scarfe credit card?

Yes, simply select the Harris Scarfe credit card when choosing your payment options at the checkout and enter your card number and information when prompted to do so.

 

Will I still get my HS gold card discount of 5% - 10% off if I make a purchase online?

Yes, just as you do when buying in store, customers who pay with their Harris Scarfe gold credit card online will continue to save 5% off electrical and 10% everything else in your shopping basket (excluding gift cards). This discount is over and above the savings you get from items that are already on sale.

If you would like to apply for a Harris Scarfe credit card, you can do so by following the prompts at the Harris Scarfe credit card page

 

Do you accept Paypal payments online?

Yes, you can pay for your order using PayPal on our website. Simply click on “Checkout with Paypal” at the shopping cart, this will redirect you to login to your PayPal account. Alternately, you can choose Paypal as a payment option when you are asked to select a payment method in the shopping cart.

 

Can I pay using separate cards?

At the moment we only accept payments in full from one payment type. We don’t currently have the facilities for partial payment between 2 different payment types or card but are looking into this option in the near future.

 

Can I pay online using a gift card?

We don’t currently have the facilities to accept payments by gift cards. At this stage, Harris Scarfe gift cards can only be used for payments in store.

 

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs in a secure environment.

All web pages on the Harris Scarfe website that handle sensitive information is secured with a 128-bit SSL security encryption with a certification awarded by Norton Security. What this means is that your personal information is safe with us.

To further protect our customers, we ensure that your credit card information is never stored on the website at any point during your transaction, rather, it is submitted directly to our bank via SecurePay, the same payment gateway supplier used by major Australian banks, government organisations and other major Australian Retailers.

You can rest assured that with each purchase your credit card or bank account information is secured.

 

When I go to make a payment, my credit card details are not being accepted, what’s wrong?

Please check with your bank or financial institution to rule out errors on their behalf. Alternately you can make payment with one of the alternate payment methods such as Paypal or a hs credit card.

If problems continue, please contact our Customer Service Team on 1300 304 505. They are on standby Monday - Friday: 9:30am – 5:30pm (AEST). Outside of these hours, you can send us an email and we’ll strive to respond to you within 24 hours Monday -Friday.

 

Why is there a $1 transaction in my bank account from Harris Scarfe?

When an order is placed with Harris Scarfe online for the first time, our system will create a $1 pre-authorisation to check that your payment details are correct. This appears as a $1 pending order in your account. Pleas rest assure that this is not a charge and will be returned to your account within 7 days.

 

Can I use a store voucher online?

No, you can only use store vouchers in store.


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Product / Brand / Stock

I can't find the product I'm looking for in the search box. What’s wrong?

If your search term is not returning any results, please check that the spelling is correct.

If it continues to return no search results, your search term might be too precise. You can try to use broader terms, eg. instead of 'blue and yellow table spoons' we would suggest searching for 'table spoons'.

If you still can't find what you are looking for, please email us and we will look into this for you.

 

How do I know if you carry a certain brand?

You can find a list off most major brands that is stocked by Harris Scarfe on our Brand Page.

 

How can I provide feedback about a product?

We encourage out customers to leave reviews on products they own or have purchased in the past. To write a review, locate the product page for that product and click the "add a new review" button found below the product. Your review, whether positive or negative, will be accepted if it meets our product review guidelines provided that it doesn’t contain content that other users may deem offensive.

 

I’m not sure if a particular item fits me. Do you have a sizing chart?

Sizing charts are available for most apparel products. You can find the size chart for a specific product on its’ product page, simply click on the link labelled “Size Chart” in the size selection box.

 

Do you cater for larger sizes?

Sizing varies from brand to brand. Generally speaking, our sizes range from 8 to 24 in women's clothing and XS to 6XL in men's clothing. A full list of brands that are catered for larger sizes can be found at the Plus Sized Brands page.

 

The item I want is out of stock. How can I order it?

In the event that a product is not available to purchase online because we’re out of stock, you can call your nearest Harris Scarfe store to check if they have the product available. A full list of stores and there locations can be found on our Store Locator Page.

Alternatively, you can contact our Customer Service Team on 1300 304 505 to place a back order or check stock availability at your local store. They are on standby Monday - Friday: 9:30am – 5:30pm (AEST). Outside of these hours, you can send us an email and we’ll strive to respond to you within 24 hours Monday - Friday.

 

Do you take back orders for items that are out of stock?

At present we can only take back orders via our Customer Service Team on 1300 304 505. Please note that some items that are limited stock or scoop buys are not available for back order, our friendly Customer Service Team members will let you know which items are available for back order and which are no when you enquire with them.

 

Do you offer lay by online?

No, we don’t offer lay by online however we offer lay by in store. Please contact your nearest store for more information. A full list of Harris Scarfe stores can be found at our Store Locator Page.


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Warranty

Do you offer a warranty on your products?

Yes, the same warranty as you could get for a product bought in a Harris Scarfe store. If you have ordered a product online and the product is still under warranty. Please contact our Customer Service Team on 1300 304 505 so that can assist with your warranty claim. They are on standby Monday - Friday: 9:30am – 5:30pm (AEST). Outside of these hours, you can send us an email and we’ll strive to respond to you within 24 hours Mon-Fri.

 

Do you offer warranty extensions online?

No, we don’t offer this service at the moment online.


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Your Order 

I'd rather order by phone, what number do I call?

You can contact our Customer Service Team on 1300 304 505 to place a phone order. They are on standby Monday - Friday: 9:30am – 5:30pm (AEST). Outside of these hours, you can send us an emailand we’ll strive to respond to you within 24 hours Monday - Friday. If you have a current catalogue handy, simply quote the page and figure number of the product to place the order. Alternately you can view our latest catalogue online

 

How do I know that Harris Scarfe has received my online order?

Once you have placed your order online you will receive an order confirmation with an order number. We will also send you an email confirmation to the email address listed on your account details. This email will also contain your order confirmation number as well as a list of the item(s) you have purchased.

 

How can I check the delivery status of my online order?

Once your order has been dispatched from our fulfilment warehouse, the status on your online account will change from "PROCESSING" to "COMPLETED". 

Currently, we don't email a dispatch confirmation however we are looking into making this option available in the near future.

Delivery to your allocated address can take up to 7 working days (for Outer Regional Australia) and all parcels are sent by Australia Post regular mail so we are unable to offer a reference number to track the orders' location.

Generally speaking, our orders are dispatched in 3-7 business days depending on the volume of orders we are processing. If your order status does not change within 7 business days, you can send us an email or contact our Customer Service Team on 1300 304 505 so we can look into this for you. Our Customer Service Team are on standby Monday - Friday: 9:30am – 5:30pm (AEST) and outside of these hours, we’ll strive to respond to you within 24 hours Monday - Friday.

 

It’s been 10 days since I placed my order and my online account status hasn't change to "COMPLETED" yet, what should I do?

Generally speaking, our orders are dispatched in 3-7 business days depending on the volume of orders we are processing.

Delivery to your allocated address can take up to 7 business days (for Outer Regional Australia) and all parcels are sent by Australia Post regular mail so we are unfortunately unable to offer a reference number to track the orders' location.

We have a ‘No safe drop’ arrangement for all deliveries, so if no one is at home when delivery is made it will be held for collection at your local post office. If you haven’t received your order 7-10 business days after your account status has changed to "COMPLETED", please check with your local post office to see if your parcel is being held there under your name and delivery address.

If it is not located there, you can send us an email or contact our Customer Service Team on 1300 304 505 so we can look into this for you. Our Customer Service Team are on standby Monday - Friday: 9:30am – 5:30pm (AEST) and outside of these hours, we’ll strive to respond to you within 24 hours Monday - Friday.

 

Can I order the same products as last time easily?

If the products you have ordered previously are still in stock online, you can go back to your ‘order history’ and re-order the same products.

 

If I made a mistake on an order, can I amend or cancel it?

If you have noticed an error with an order that’s been placed, please contact our Customer Service Team as soon as possible on 1300 304 505 with the details so that we can correct the error. Our customer service team are on standby Monday - Friday: 9:30am – 5:30pm (AEST).

Although we cannot guarantee that all requests for amendments or cancelations can be fulfilled, we will strive to amend an order and/or provide you with a refund in full as long as your order has not left the fulfilment facilities.

Unfortunately, for orders that have left the fulfilment facilities, the only way we can accept a refund or amendment is for you to return your order to a local Harris Scarfe store.

Once the order has left our fulfilment facilities, we can not refund delivery costs except when Harris Scarfe is at fault or if the product is faulty or not as described.


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Delivery

Do you ship everywhere in Australia?

We ship our orders to all of mainland Australian and Tasmania via Australia Post. As a general guide, if you live in an area within coverage of Australia Post, we can ship an order to you. From time to time, there may be exceptions made on certain products limiting its delivery area, in these circumstances, the full details of coverage will be found on the product page.

 

Do you deliver outside of Australia?

At present, Harris Scarfe only delivers within Australia

 

How long will it take to deliver my Harris Scarfe order?

Generally speaking, our orders are dispatched in 3-7 business days depending on the volume of orders we are processing.

Delivery to your allocated address can take up to 7 business days (for Outer Regional Australia) and all parcels are sent by Australia Post regular mail so we are unable to offer a reference number to track the orders' location.

  

How much is the delivery cost for my order?

We’ve tried to keep the delivery cost as simple for our customers as possible. You can work out how much delivery cost you can expect to pay by using the schedule below.

- FREE DELIVERY for all orders that are $150 in value or more.

- If your order is less than $150 you will be charged a flat $10 delivery fee - this applies to all apparel and/or homewares goods.

 

Can I arrange for an order to be picked up at my local Harris Scarfe store?

No, Harris Scarfe does not offer a buy online and pick up in store service at the moment.

 

Can I check online if a Harris Scarfe store has some stock for a specific product?

No, Harris Scarfe website doesn’t offer this service at the moment however you can email our Customer Service Team with your request and we’ll strive to respond to you within 24 hours Monday - Friday. Alternatively you can call us on 1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST). 


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Returns / Exchange

What is Harris Scarfe return policy?

Full details can be found on the Harris Scarfe return policy and procedure page.

 

The product I ordered is not the one I wanted or is faulty

Full details can be found on our return policy and procedure page.

 

How do I exchange an item?

Call us on 1300 304 505 and our Customer Service Team will guide you on how you can exchange the product. They are on standby Monday - Friday: 9:30am – 5:30pm (AEST). Outside of these hours, you cansend us an email and we’ll strive to respond to you within 24 hours Monday - Friday.

 

How do I return something I ordered online?

If you are not completely happy with any Harris Scarfe purchase, please call our Customer Service Team on1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST) and a team member will guide you to return the product and help you with your enquiry.

 

Have you received my return?

Call  our Customer Service Team on 1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST) and a team member will guide you to return the product and help you with your enquiry.


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Refunds

I’m not happy with the products I bought, how can I get a refund?

All refund rights under both state and commonwealth statues apply.

As part of our commitment to you, we go beyond our legal requirements by offering a refund or exchange within 28 days of purchase if you simply change your mind.

Items must be in their original packaging and in a condition suitable for resale.
Keep your receipt as proof of purchase.

Our change of mind policy does not apply to layby, customer orders, bras, underwear, swimwear, hosiery or quilts.

This returns policy is additional to any rights you may have under a manufacturer's warranty or statute.


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Newsletters

How do I subscribe to your newsletters?

You can subscribe to our newsletter on any page of the website. Just go at the bottom of the website and locate the “Harris Scarfe friends, Sign up now” box. Simply enter your email address and you will receive our next newsletter in your mailbox.

 

How do I unsubscribe from your mailing list?

You can unsubscribe from our hs friends newsletter by clicking on the unsubscribe link on the bottom of the newsletter emails we send you. By clicking the unsubscribe button, you will be unsubscribed to future Harris Scarfe marketing emails.

You can also manage your subscription by logging into your account on the website and selecting or unselecting the tick box labelled “I would like to subscribe to the hs friends newsletter”.

If you don’t have a hs friends email readily available you can send an email our Customer Service Team or call us on 1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST).


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Technical Issues with www.harrisscarfe.com.au

Who can I contact if I need further technical assistance with the website?

You can email or call our Customer Service team on 1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST).
When you email us, it would be useful to give us more information about the page you have issue with (or the product) so we can have a look at it for you.

We may ask you for the internet browser you are using (Microsift Internet Explorer, Firefox, Safari, Google Chrome et) so we can attempt to replicate the issue you are experiencing.

If possible, a screenshot of the issue would assist us greatly to help us diagnose the issue quicker.

 

What are cookies? Do I need to enable cookies in my browser?

A cookie is the name of small amounts of data that is sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.

Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'logout' link in the top right hand corner of the page.
To find out more about how we use cookies, please see our privacy policy.

 

I had an issue with PayPal account, who can I call?

Unfortunately, we are not in a position to assist with PayPal account problems. Please contact PayPal customer service.


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Getting in Touch with our Support Offices


Mail

Corporate Head Office

You can write us at this address:

Harris Scarfe
Level 1, Building 8
Botanicca Park
576 Swan Street
RICHMOND VIC 3121

Note: the Melbourne office is not open to the general public


Please note, that email enquiries using our: contact form are preferred as this mail box is monitored and allows our customer service team members to reply and respond to your enquiries quickly.

 

Email

 If you wish to send an email to our support office, use our: contact form

 

Telephone

If you wish to contact our support office by phone, please call us on (03) 9863 2200 Monday - Friday: 9:00am – 5:00pm (AEST).

Our customer service team can be contacted on 1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST).


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Stores

Where is the closest Harris Scarfe store for my location?

We have a store locator page on the website for your convenience. Just click on the following link: Find your nearest Harris Scarfe store.

 

Where will I find details of Harris Scarfe store opening hours?

You'll find the hours of operation for our stores on the Store locator page.


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Catalogues

Are the products on the website the same as those found in my catalogue?

Yes, you can purchase most of the products online that are featured in the catalogue. You will find those products that are available for purchase online are marked out with a blue hand icon indicating it’s availability for ordering online.

If you cannot find an item on the website that’s marked blue in the catalogue, it might be possible that a product is out of stock and no longer available for purchasing online. Please contact our customer service if you need more information on 1300 304 505 Monday - Friday: 9:30am – 5:30pm (AEST).

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Complaints / Compliments

 

I have a complaint, who can I address this to?

Please send us an email detailing the circumstances and store and/or personnel involved and we will get back to you as soon as possible. If need be, we’ll escalate the issue with management. You can also contact us via phone on (03) 9863 2200 Monday - Friday: 9:00am – 5:00pm (AEST).

 

I have a compliment to provide to the business?

Thanks in advance! Please send us an email or you can also contact us via phone (03) 9863 2200 Monday - Friday: 9:00am – 5:00pm (AEST). We will pass on the compliment to the proper team/person.

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Working for Harris Scarfe

Are there any positions available to work for Harris Scarfe?

Harris Scarfe is always looking for more talents to work in our stores, distribution centres or at our support offices. To view the current opportunities, please go to the Harris Scarfe careers page.

 

How to apply for a position at Harris Scarfe

To apply for any roles, please go to the Harris Scarfe careers page. You will be able to apply from there.


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