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The product I want is unavailable
You can email us at hello@harebellshop.com to pre-order any item of the store! We will custom make it for you. Kindly include the product link and size/color that you want.
How does the pre order work?
When real love happens, you know it. Therefore, you can now pre order and have a non-identical twin, identical twin or new customized product made for you. Just email us and customize it. We will have that item made and shipped in approximately 8 weeks (depending on the brand). Where can I find my order number?
Your order number can be found on both your order confirmation and shipping confirmation emails. If you're still having trouble locating your order number, drop us a quick line at support@harebellshop.com with the same email address you used to place the order and we'll help you out.
Where is my order?
Once the order is processed, you will receive a notification email and another email notification once the tracking number is generated. If you have any address changes, these will be accepted only before the order is shipped. Any address changes after the order is shipped, will incur an additional cost as shared by the carrier.
How will I know when my order has been processed?
As soon as our warehouse fulfills your order, you will receive an email notification which will be followed by a tracking link. We highly recommend you use an email account you check frequently.
How do I cancel my order?
Please email us at support@harebellshop.com with your order number. Please note this is done on a best-effort basis and is not guaranteed.
Can I add items to my order?
Unfortunately, we are unable to combine multiple orders or add additional items to an order once it has been placed. You may place a different order for the additional items.
How do I change the delivery address?
Please email us at support@harebellshop.com with your order number and the new delivery address and we will update it for you. Please note this is done on a best-effort basis and is not guaranteed.
How do I change the billing address?
We are unable to make changes to your billing address. If you have entered a wrong billing address at the time of placing an order, please email the correct address to us at support@harebellshop.com
What currency is the price in?
In US Dollars.
What methods of payment do you accept?
We accept all major credit cards, PayPal, and soon Harebell’s gift cards. We can only accept one form of payment per order, except when using a gift card as a partial payment.
Do you have any stores?
Not yet, but hopefully soon.
When do you ship the order?
Once the order is placed, it takes 24 hours for our warehouse to process and ship the order. Orders placed on Friday/public holidays are processed on Monday/next business day.
How do I change my shipping address?
Once the order is placed, we are not able to make any changes as the warehouse processes the order immediately. Please ensure you are filling the shipping details correctly. We request you to follow our return/exchange process if your order has already shipped. If your order is not yet processed, you can update your new address by writing us to support@harebellshop.com. Once the order is processed, we are not able to make any changes.
Do you offer free shipping?
Yes, shipping is free in the US in orders over 100 USD.
Where do you ship from?
Our products come to our warehouse in Los Angeles, USA and are shipped directly from there to you.
Where do you ship to?
Worldwide!!! Free Shipping to the United States in orders over 100 USD.
How long will it take my order to arrive?
The orders take 3 to 5 business days to get delivered.
How is your shipping sustainable?
We use 100% compostable packaging. Our stickers, wrap paper and tape are non-toxic, printed with soy ink and compostable. We are members of the No Issue Eco-Alliance. Our shipping boxes are made with recycled FSC certified biodegradable carton. Check them out.
What is your return and exchange policy?
Please check our Shipping and Returns section.
How do I return an item?
Regular returns are accepted, but the shipping is paid by the customer. The refund issued will be only for the product cost. If your product is defective, please attach pictures and send them with your order number in an email to support@harebellshop.com If you would like an exchange, please include the new size/ model with your order
I received a defective item
Please email us at support@harebellshop.com with images and our support team will get back to you. Once the defective item is accepted, you will be able to return it for FREE.
How long is my return valid?
Once the Return Merchandize Authorization is generated for you it is valid only for 30 days. If the return is not received within 30 days, the return/exchange will not be honored.
The refund reflects in your account in 5 to 7 business days once it is processed. Please note that processing online returns may take up to 5 business days after the return has been received. Depending on your credit card company, the credit should appear on your statement within 2 billing cycles.
What payment methods do you accept?
Harebell currently accepts Visa, MasterCard, Discover, American Express and PayPal.
Why is my payment verification taking so long?
We have set algorithms and a software in place that gathers data about all the information that is provided to us. We do take everything into consideration before we make a decision. Hence, our risk management team takes a little time to dig deep to connect all the dots to make sure they are not dealing with a fraudulent order.
Why was my payment declined?
All our orders go through a Payment Verification Process, which takes 5 mins to 24 hrs to be verified. The order will be processed once the payment has been verified. If the payment is unverified, the transaction will be declined. Please make sure that you are entering the correct credit card details or you might want to try an alternative card or pay via amazon pay or Paypal.
What is an authorization failure?
Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, MasterCard, Discover, and American Express for credit card payment. Sometimes your financial institution may place a temporary security hold on your card to ensure it is really you trying to make the purchase. This is especially common if you don't order online very often, if you've placed several online orders in a short amount of time, or if your card is brand-new. We recommend calling your bank to let them know you're trying to place an order so they can confirm your identity and clear your card for use again. In any case, since these error messages tend to come from your bank's servers and not from our site, we recommend calling your bank first for further information if you have received an authorization error.
Why are sustainable products more expensive?
Destroying our planet is free, but to save it, it’s not. Take a fire, for example. You just need a match to light it up… But to put it off you might need a firetruck or even helicopters. Shouldn’t we ask why other products are so cheap instead? Who actually ends up paying the real price of a cheaply made product? Read more on our Sustainability section
Are your products vegan?
Mainly. They all are cruelty-free and this is in our core. No animals or people are hurt in any product we sell. We decided to include some Wildlife Friendly Certified vicuña, llama and sheep wool with the intention to help restore and preserve native ecosystems. More on Our Promise section.
The item I want is out of stock
You can use our pre-order button to purchase the item or leave us your email address on our website by selecting the product and size that is not available. We will notify you once they have been restocked.
What does it mean that you can make twins but not identical twins in some items?
Many items we have are unique and therefore we can make a similar one, but not an identical one. The pre-order option allows you to customize and buy a unique product … just like you!
Can I exchange the size of a purchased item?
You can, but we don’t cover the cost of the returned shipping. Please be sure to check our size chart before any purchase or exchange.
Why don’t you have my size?
Some brands give us specific sizes, but all of them can make most sizes. If you don’t see your size on an item you like please send us an e-mail to hello@harebellshop.com specifying size and model and we will do our best to make your product.
What are your clothes made of?
Harebell’s clothes are made of different materials depending on the supplier. Most of our products are vegan and we make sure that they have all the certificates to meet our cruelty free standards.
We work with:
- Upcycling brands: old used garments, end of roll fabrics turned into something new.
- Sustainable designers: organic, natural, non- harming materials such as bamboo, hemp, cotton and more.
- Recycled: plastic, cotton, keyboards and on and on...
More on quality and brands in Our Promise section.
Why is it important?
We have too many items in this world. Everything can be recycled and if not it should be compostable. Our dream is to help humanity consume less and healthier, being aware that the life cycle of each item does not end in our trash can at home, but in our planet.
Can I exchange the size of a purchased shoe?
You can, but we don’t cover the cost of the returned shipping. Please be sure to check our size chart before any purchase or exchange.
Why don’t you have my size?
Some brands give us specific sizes, but all of them can make most sizes. If you don’t see your size on an item you like please send us an e-mail to hello@harebellshop.com specifying size and model and we will do our best to make your product.
Why are sustainable products more expensive?
Destroying our planet is cheap, and often an unconscious habit, but to save it takes more effort. Think of a fire. You just need a match. But to turn it off you might need a firetruck or even helicopters. The question I ask is why are others so cheap? Who pays the real price of a cheap product?
What is a B Corp?
“Certified B Corporations are businesses that meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose. B Corps are accelerating a global culture shift to redefine success in business and build a more inclusive and sustainable economy.” From BCorporation.net Harebell Group LLC has a pending B Corp status which means that after 12 months of operation we will be eligible for the definitive certification. Visit here for more information.
How do you choose the brands to include?
At Harebell, there’s a reason why we choose each brand we work with:
They all have (or try to have) a zero carbon footprint.
They all are as responsible as possible in terms of consumption and waste (zero waste).
They all think of their products not as products but as what they really are: little works of art, unique and irreproducible.
They’re all the result of creative, value-driven people.
They all use sustainable processes to create their masterpieces.
They all work with their local communities.
We like ALL of them a lot.
We like ALL of them a lot! Are we repeating ourselves? It’s because we like ALL of them a whole lot!! Seriously!!!
And as much as they all have some things in common, each brand has its own history and idiosyncrasies, a hint of “pixie dust” that gives them their own distinctive magic.