Returns Policy
We understand that there may be times when you will need to return an item purchased from us. To allow you to shop with confidence, House of Hugo + Harper offer a flexible return policy.
We currently accept returns via post for all online orders.
Please note all returns must be initiated within 14 days from the date of delivery. The date of delivery is deemed as the date your order was confirmed as being delivered by Australia Post.
Subject to the Consumer Guarantees outlined below, items returned within the above timeframe can be returned for an exchange or full refund subject to the following conditions:
- Proof of purchase such as your order confirmation or transactional receipt is submitted when initiating your return
- The item is unworn, unwashed, unused, unaltered and is in its original condition
- The item has all tags intact (unless the item is faulty)
TO INITIATE A RETURN OR EXCHANGE:
If for any reason you are unsatisfied and would like to return your item, please contact us via email at hello@houseofhugoandharper.com.au to arrange your return.
Your email should include your order number and reason for return. We aim to respond to all requests within 2 business days.
Our team will then advise you of the postal address to return your item. Please do not send back items prior to contacting us as we cannot guarantee receipt of delivery for any items returned without prior arrangement.
*The above return policy is in addition to, and does not affect the statutory rights you have under the Australian consumer Law; for more information please visit our terms and conditions.
EXCHANGES
If you wish to exchange your item please follow the instructions above to initiate your exchange.
Depending on the availability of stock and where you live, the time it will take for your exchanged product to reach you may vary. We will communicate with you as to the expected timeframe at the time of arranging your exchange.
REFUNDS
Refunds are assessed on a case by case basis however providing the item is returned in the exact same condition as it was received, we are happy to offer you a full refund minus the cost of shipping (if applicable) if for any reason you wish to return your purchase.
To be eligible for a refund, your item must be unused, unworn, unwashed and unaltered. Your item must be in the original packaging (where applicable) with all tags attached.
Returns must be initiated within 14 days of delivery of your order.
We will issue a refund within 5 working days from the date of receipt. Date of receipt is determined by the date of delivery as stated by Australia Post tracking information.
FAULTY ITEMS
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within a reasonable period from the time of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If you think a product is faulty, please contact us via email at hello@houseofhugoandharper.com.au and we will assist you in organising to return your item.
If the item is deemed faulty, we will either issue a full refund for the original purchase price or, if you wish, provide a replacement.
Where possible, please use or include with the item being returned, all original packaging and tags/labels.
SHIPPING
You will be responsible for paying for your own shipping costs for returning your item for exchange or refund (except in the case of faulty items). If you are seeking to exchange your item, we will happily ship your new item free of charge.
Shipping costs are non-refundable.
CHANGES TO YOUR ORDER
If you need to make any changes to your order once it has been submitted and payment is complete, please contact us as soon as possible at hello@houseofhugoandharper.com.au with your order number. While we will try our best to accommodate your request, please note we cannot guarantee any changes once an order has been submitted.
CONTACT US
If you have any questions, please get in touch via email at hello@houseofhugoandharper.com.au.