Refund policy

RETURNS POLICY

As a valued customer of HOUSEOFWATERSTONE, we endeavour to ensure you are satisfied with your purchase while we take great care in the production of every garment, we understand that returns may occasionally be necessary.

Returns are available within 10 days of receiving order and any outsourced alterations voids a refund.

Returns are available upon request if garment is deemed faulty by HOUSEOFWATERSTONE the return will not be accepted.

We want you to be completely satisfied with your purchase, therefore if you wish to return your order for any reason, we are happy to issue you with your choice of the below:

  • Exchange
  • Refund 
  • Store Credit

Store credit has no expiry date.

Exchange orders will be dispatched once the returned item has been received and approved.

SHIPPING & COSTS

Please note, all return shipping costs are at the cost of the customer and not payable by HOUSEOFWATERSTONE. HOUSEOFWATERSTONE requires all return parcels to be sent via a secure, pre-paid and traceable postage method. Lost or stolen return parcels are not liable to HOUSEOFWATERSTONE.

  • Return shipping costs are the responsibility of the customer

  • Original shipping fees, duties, and taxes are non-refundable for change-of-mind returns

  • All returns must be sent via a secure, pre-paid, and traceable postage method

HOUSE OF WATERSTONE is not liable for lost or stolen return parcels.

FAULTY ITEMS

If you believe you have received a faulty item, please send us an email requesting context of the fault, including clear supporting imagery. We aim to respond within 48 hours.

Please note:

  • Faults do not include normal wear and tear, accidental damage, misuse, or failure to follow care instructions

  • Items that have been worn are not considered faulty

Items listed as “faulty” as part of an exclusive sale are not eligible for return or exchange.

ORDER CANCELLATIONS

As all garments are made to order, unfortunately orders cannot be cancelled or amended once placed.


Further details please contact us via email
info@houseofwaterstone.com.au