FAQ's
Frequently Asked Questions
Here you’ll find the answers to our most frequently asked questions. If you do not find the answer you are looking for please reach out to us here and our team will be happy to assist you.
OUR GARMENTS
WHERE ARE YOUR GARMENTS MADE?
Currently all of our garments are designed and meticulously handcrafted to perfection in Dubai by BeMystique.
We pride ourselves on supplying the highest quality garments and materials and ensuring the greatest attention to detail. Each piece is a work of art!
ARE YOUR GARMENTS MADE ETHICALLY?
Yes! All BeMystique garments are manufactured in Dubai by an international team of tailors in a small creative studio.. The fabric used on these garments is designed both in in Dubai and by artists in Italy’s Lake Como.
This enables us to maintain the highest quality garments available through our store and therefore ensuring that the products we are selling are created ethically by a trusted team.
WHAT ARE YOUR GARMENTS MADE FROM?
All BeMystique garments are made from a special chiffon / elastane blended fabric, which is remarkably light, soft and gentle on the skin.
It also has the unique benefit that it remains wrinkle free and fully breathable even at high temperatures.
This gives each piece a light and elegant quality, while remaining very practical in all conditions.
ARE YOUR KIMONOS ALL ONE SIZE?
Yes! The BeMystique kimonos we have available are one size fits all and are specifically designed to flatter and celebrate all body shapes. Every detail has been thoughtfully considered, from the design of the fabric, to the cut and tailoring, to the fall and drape and how it sits on the body.
If you would like to have your kimono altered, we recommend taking your garment to an experienced and trusted tailor who is accustomed to working with delicate fabrics.
Please see our Style & Size Guide for further information on the measurements of BeMystique pieces.
ARE YOUR GARMENTS MACHINE WASHABLE?
Due to the delicate, handcrafted nature of each piece we recommend dry-cleaning only. Please see our page on Caring For Your Garment for further information on preserving and caring for your purchase.
ORDERS
ONCE I PLACE MY ORDER HOW LONG WILL IT TAKE TO SHIP?
Upon receipt of your order, our team will work hard to prepare your order with care, in the shortest possible timeframe. In most cases, your order will be shipped within 1-2 business days. This does not apply to items ordered on pre-order. Please see our Pre-Order page for further information on pre-orders.
HOW WILL I KNOW WHEN MY ORDER HAS BEEN SHIPPED?
Once your order has been shipped, you will receive an email with tracking details. You can also check the status of your order by logging into your account. CLICK to login to your account.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
All orders placed are prepared and shipped out to you within 1-2 business days with the exception of pre-order items. All Australian orders are dispatched using Express Australia Post. Please allow up to 1-4 business days to arrive. Please visit our Delivery & Shipping page for further info.
CAN I COLLECT MY ORDER IN PERSON?
Yes! If you are in Sydney, you are welcome to collect your order from our Head Office in Drummoyne. Our head office is open Tuesday to Saturday 10am - 5pm. Orders placed outside of these times will be ready for collection on the following business day Tuesday to Saturday.
HOW DO I ARRANGE TO PICK UP MY ORDER IN PERSON?
Simply select Pick Up as your preferred method of delivery at checkout. In person click and collect is available Tuesday to Saturday between the hours of 10am and 5pm.
HOW LONG DOES IT TAKE FOR YOU TO PREPARE MY ORDER FOR PICK UP?
Click and collect orders are usually ready within 4hrs, and in most cases sooner.
As soon as your order is ready for collection you will receive an email notifying you that your order is ready for collection.
HOW DO I RECEIVE THE FIRST-TIME SUBSCRIBER DISCOUNT CODE?
To show our appreciation, House of Hugo + Harper offer a $50 discount to all new customers making their first purchase with us.
Your discount code will appear on the screen after you enter your email address and will also be emailed to your nominated email address.
If you have any problem locating your discount code please contact us at hello@houseofhugoandharper.com.au
HOW DO I REDEEM THE DISCOUNT CODE?
All discount codes are redeemed at checkout. If you have any issues placing your order or forgot to use your code, email us at hello@houseofhugoandharper.com.au and we can assist.
WILL I HAVE TO PAY CUSTOMS DUTIES OR TAXES?
All international orders (outside of Australia) may be subject to customs duties and taxes by your local customs office once your order arrives in the destination country. These charges are the responsibility of the customer – to find out an estimate of any possible charges, we recommend contacting your local customs office or using an online customs calculator.
HOW DO I REDEEM A GIFT VOUCHER OR STORE CREDIT?
You can redeem your gift voucher or store credit by entering the code at checkout. Gift vouchers and store credits work exactly the same as a discount code. Please note, only one discount code can be redeemed per order.
Please note: If you are having trouble redeeming your voucher/store credit, please contact us via email at hello@houseofhugoandharper.com.au
I HAVE MADE A MISTAKE WITH MY ORDER, IS IT POSSIBLE TO CHANGE IT?
If you have made a mistake with your order, please call or email us as soon as possible so our team can assist you. While we will work with you to rectify the mistake where possible, please note that we do dispatch orders quickly and unfortunately we are unable to make any changes to an orders once it has been processed and shipped.
Please see our Returns & Exchanges Policy for further information.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept the following payment methods:
- All major credit cards
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
THE ITEM I WANT IS SHOWING AS SOLD OUT. WILL YOU RE-STOCK IN THE FUTURE?
If an item or size is showing as unavailable online, we may be able to create a custom order for you. Please contact our team via email at hello@houseofhugoandharper.com.au for further information.
SHIPPING
WHERE DO YOU SHIP FROM?
We currently ship all orders from our head office located in Sydney, Australia.
WHAT ARE YOUR SHIPPING TIMEFRAMES?
All Australian orders are dispatched using Express Australia Post. Please allow up to 1-4 business days to arrive.
International orders are shipped via Australia Post Standard International or Australia Post Express Post International. You are able to select your preferred shipping option at checkout.
Please visit our Delivery & Shipping page for further info.
WHERE DO YOU SHIP TO?
We ship worldwide and partner with Australia Post to dispatch all orders both domestically and internationally. If your country is not showing at checkout please email us at hello@houseofhugoandharper.com.au and our team will endeavour to assist you.
WHAT ARE YOUR SHIPPING RATES FOR INTERNATIONAL ORDERS?
We offer complimentary Express shipping Australia wide for our Australian based customers.
For our international customers we offer favourable, flat fee shipping rates of $9.95 for Standard International shipping and $24.95 for Express International shipping.
HOW DO I TRACK MY DELIVERY?
Once your order has been shipped you will receive a confirmation email to advise your order has been shipped. This email also contains tracking information to allow you to track your delivery.
When you track your parcel using the AusPost app or our online tracking tool you will get an expected delivery date.
Australia Post will update your tracking as your item progresses and send you a notification if it’s running late.
I DIDN’T RECEIVE A CONFIRMATION EMAIL WITH TRACKING INFORMATION, WHAT CAN I DO?
If you have not received your confirmation email within 3 business days please check your junk, spam or promotions folder in case it has gone astray or been filtered as spam by your email provider.
If you would like us to resend your confirmation of shipping email please email us at hello@houseofhugoandharper.com.au and our team will be happy to arrange that for you.
CAN I GET MY ORDER SENT TO A PO BOX?
Yes we are happy to ship your order to a PO Box or Parcel Collect service if you are located within Australia. Unfortunately we are unable to ship international orders to a PO Box.
RETURNS
WHAT IS YOUR RETURNS POLICY?
We understand there may be times when you will need to return an item purchased from us.
To allow you to shop with confidence, we offer a flexible, no-hassle exchange and return policy, providing the product is returned in the exact same condition as it was received within 14 days of the date of receipt of your purchase.
Please visit our Returns page for our full return policy and instructions on how to initiate the return or exchange of an item.
PRE-ORDERS
WHAT DOES IT MEAN WHEN AN ITEM IS ADVERTISED AS PRE-ORDER?
House of Hugo + Harper occasionally offer pre-order on selected BeMystique items.
This allows customers to receive early access to our limited edition collections, and secure items that are in limited production before they arrive.
Please read the description carefully to ensure you are happy to wait for the expected arrival period.
The date is an expected delivery date, and may change due to factors outside of our control. If the expected delivery date changes, we will notify you immediately and you will be given the option to cancel your order.
As most items sold on pre-order will sell out prior to the stock arriving, we cannot guarantee items advertised for pre-sale will become available online at a later date.
WHEN WILL I BE CHARGED FOR AN ITEM THAT IS ON PRE-ORDER?
All orders for pre-order items are processed the same as any other order.
Your nominated payment method will be charged at the time of placing a pre-order and your item(s) will be shipped as soon as they arrive.
We will email you once they’re on the way!
If your order includes both a pre-order item and other items, they will be delivered separately under different tracking numbers. No additional shipping charges will be applied to split orders.
Customers are responsible for keeping their shipping and contact information up-to-date to ensure shipment of pre-orders are delivered to the correct address.
Please contact us via email at hello@houseofhugoandharper.com.au to update your details.
HOW DO I KNOW WHICH ITEMS ARE ON PRE-ORDER AND WHICH ITEMS ARE AVAILABLE NOW?
We aim to state as clearly as possible when an item is available on pre-order.
For items that are available on pre-order, you will notice the ‘'ADD TO CART' button has been replaced with a 'PRE-ORDER' button.
WHERE CAN I FIND ITEMS THAT ARE AVAILABLE ON PRE-ORDER?
You can find all our pre-order items by visiting our PRE-ORDER collection in the navigation menu under “Collections”
WHEN WILL I RECEIVE MY PRE-ORDER?
All pre-orders have an expected delivery time of approx. 14 days from the date of order.
CAN I CANCEL A PRE-ORDER?
Unfortunately we are unable to accept cancellation of pre-orders before dispatch, as pre-order item(s) are often made-to-order.
Should you no longer want an item you have purchased on pre-order, you may return your item under our standard return policy once it has been received.
Please note: If for any reason there has been an unforeseen or significant delay to the estimated delivery timeframe, our team will contact you and you will be given the option to cancel your order should you wish to do so.
IT HAS BEEN LONGER THAN THE EXPECTED TIME SINCE I PLACED MY PRE-ORDER, WHAT SHOULD I DO?
In the event that there is any issue or delay with providing your pre-order item within the timeframe stated, our team will be in touch with you prior to the estimated pre-order delivery date.
Please note the estimated delivery date is an estimate and may be a few days earlier or later than expected depending on production, logistics and any delays incurred by our shipping partners.
Still have questions?
Don’t hesitate to contact our Customer Service team via our Contact Page. We will be more than happy to assist you with any questions or further queries you may have.