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The product I want is unavailable
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.
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 click on the pre order button and customize. We will have that item made and ship it 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 email address 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 frequently check.
How do I cancel my order?
Please email us at support@harebellshop.com with your order number. Please note this is not guaranteed though we will make our best effort.
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 including the new delivery address and we will update it for you. Please note this is not guaranteed though we will make our best effort.
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 for 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 or a public holiday are processed on Monday or the 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 out the shipping details correctly. Please 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 to us at 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.
Where do you ship?
To the United States only.
How long will it take my order to arrive?
In stock orders take 3 to 5 business days to get delivered.
What is your return and exchange policy?
Please read below, but also check our “Shipping and Delivery” 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 want an exchange please include the new size/ model with your order number in an email to support@harebellshop.com
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.
When will I see the return reflected on my account?
The refund will be credited to your account 5 to 7 business days after it is processed. Please note that the processing of 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 give out a decision. Hence, our risk management team takes a little time to dig deep to connect all the dots to make sure it is not a fraudulent order.
Why was my payment declined?
All our orders go through a Payment Verification Process, which takes between 5 mins to 24 hrs. 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 card details or try an alternative card. You can also 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 very 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.
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 button allows you to customize and buy a unique product...just like you!
Can I exchange the size of a purchased item?
You can, but the cost of return shipping is paid by the customer. 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 do most sizes. If you don’t see your size on an item you’d like, please send us an e-mail to hello@harebellshop.com specifying size and model and we will do our best to get you 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 when not, we make sure that they have all the certifications we need to ensure 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 materials: plastic, cotton, keyboards and on and on...
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 in healthier ways. We act with the awareness that the life cycle of an item does not end in our trash can, but in our planet.
Can I exchange the size of a purchased shoe?
You can, but the cost of return shipping is paid by the customer. Please be sure to check our shoe size chart.
Why don’t you have my size?
Some brands give us specific sizes, but all of them can do most of the sizes. If you don’t see your size on an item you’d like please send us an email to hello@harebellshop.com specifying size and model and we will do our best to get you 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 Bcorporation.net 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.