Refund policy
🌸 House of Neoma — Returns, Refunds & Cancellations
At House of Neoma, every piece is handmade in small batches to support artisan women. We want you to truly love what you wear 💛
💛 Your Rights (Australian Consumer Law)
Nothing in this policy limits your rights.
If your item is faulty, damaged, or not as described, you’re entitled to a repair, replacement, or refund — and we cover return shipping.
🔁 Change of Mind or Size
Not the perfect fit? No worries.
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Contact us within 30 days of delivery
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Item must be unworn, unwashed, with tags attached
We offer:
👉 Exchange (if available)
👉 Store credit (valid 12 months)
Return shipping is arranged by the customer. Shipping costs are non-refundable.
❌ Non-Returnable Items
(Unless faulty)
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Sale or discounted items
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Made-to-order/custom pieces
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Gift cards
⏳ Order Cancellations
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Cancel within 24 hours of purchase or before dispatch
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After shipping, returns can still be requested
📩 How to Request
Email houseofneoma@gmail.com with your order number (and photos if faulty).
We’ll respond within 1–2 business days.
⏱️ Processing
Returns are processed within 5 business days of receiving the item.
Refunds are issued to your original payment method.
💛 Our Promise
We’re a slow-fashion brand committed to fairness, quality, and care.
Need help with sizing? Message us anytime — we’re happy to help 🌸