Frequently Asked Questions

Got questions? You’re in the right place. We’ve gathered our most common ones here so you can get quick, clear answers.

Shipping & Delivery

What are the delivery options?

During checkout, an estimated delivery date will be provided based on your delivery address and the items in your cart. Delivery options with prices will be shown before placing your order.

Standard Service: Orders dispatched within 2 working days.
Express Service: Orders placed before 12pm AEST dispatched same working day.
Click & Collect: Orders placed before 12pm AEST ready for pickup same working day.

Additional information

Orders processed Monday–Friday, excluding National and Victorian Public Holidays.
Special order items may take up to 5 extra business days to process.
Public holidays and peak periods may cause slight delays.
Order confirmation and tracking details (if applicable) are emailed upon dispatch — check your junk folder if missing.
Delivery fees are non-refundable.

Has my order been shipped?

Once dispatched, you’ll receive a confirmation email with tracking details (if available). Can’t find it? Check your junk folder or log into your account to view your order status.

Do you ship internationally?

Absolutely — from Melbourne to Milan and everywhere in between! International orders usually arrive within 10 business days, depending on your location, customs, and chosen delivery method.

How long will delivery take?

An estimated delivery date is shown at checkout. Occasionally items may arrive slightly earlier or later. You’ll receive tracking details once your order has shipped.

Orders & Payment

Can I change or cancel my order?

If your order hasn’t shipped yet, we may still be able to make changes. Contact us with your order number. If it’s already on its way, we’ll help with next steps — see our Exchange & Returns Policy.

What payment options do you accept?

We accept:

VISA, Mastercard, American Express
Apple Pay
PayPal
Afterpay (minimum order $80)
Gift cards / e-gift cards

Do I have to pay sales tax?

For Australian orders, prices include GST. For international orders, prices exclude import duties, taxes, or customs fees. These charges (if any) are payable by the recipient.

Returns & Exchanges

What is your returns policy?

If something's not working for your project, reach out to us. We'll work with you to explore options or find a better fit.

You can return eligible items within 14 days of delivery. Initiate your return within 7 days of receiving your order by calling, visiting in-store, or emailing us with your order number.

Eligibility:

Items must be unused, unwashed, unaltered, and in original packaging with tags intact.

Ineligibility (Unless faulty or damaged):

Used, washed, or altered items
Special/custom orders
Items missing proof of purchase or packaging
Fabrics/trims cut to size
Final sale or clearance items
Items delivered more than 15 days ago

Our policies do not affect your statutory rights, including those under Australian Consumer Law.

How do I make a return?

Initiate your return within 7 days of receiving your order by calling, visiting in-store, or emailing us with your order number.

In-store: Return your eligible items to our Melbourne showroom within 14 days.

By post: Securely package and return your eligible items to:

Returns - House of Adorn
10 Holloway Drive,

Bayswater VIC 3153

Australia

Return postage is at your cost. House of Adorn does not cover return shipping for change of mind.

Faulty or incorrect goods: Email us photos of the issue and we’ll cover return shipping and send replacements after inspection.

Privacy & Security

Privacy Policy

Learn how we collect, use and protect your data in our Privacy Policy.

Security

Our checkout is encrypted and complies with strict industry standards to safeguard your personal details.

Need More Help?

How can I contact you?

We’re here to help — call us or send a message with your order number and question.