Refund policy
House of Neoma Returns, Store Credit & Refund Policy
Last updated: 3 August 2026
We want you to choose your House of Neoma piece with confidence. Eligible standard garments may be returned for store credit within 30 days of delivery—even when they are made to order.
Change of mind or fit
To request a return, email houseofneoma@gmail.com within 30 days of delivery with your name, order number and the item you wish to return.
Once approved, post the item to our Melbourne return address within 7 days. It must be:
- Unworn except for a brief indoor try-on, unwashed and unaltered.
- Returned with its original tags attached.
- Free from marks, makeup, fake tan, fragrance, odour, pet hair, damage or signs of wear.
Please use tracked postage. Change-of-mind return postage is paid by the customer, and we cannot issue credit for an item lost before it reaches us.
After inspection, we will email store credit for the eligible product value paid after discounts within 5 business days. Original delivery charges, including any express upgrade, are not credited. Store credit is valid for 3 years and is not redeemable for cash unless required by law.
We do not process direct change-of-mind exchanges. Store credit lets you place a new order for your preferred piece.
Items not eligible for change-of-mind returns
- Items clearly marked "Final Sale"before purchase.
- Gift cards.
- Personalised, custom-made or customer-altered garments.
- Items that do not meet the return conditions above.
Using a promotional or welcome code does not make an item Final Sale unless it was clearly marked Final Sale before purchase. These exclusions do not affect your rights if an item is faulty, damaged, incorrect or not as described.
Faulty, damaged or incorrect items
Please email
"houseofneoma@gmail.com" as soon as reasonably possible with your order number and clear photos or video of the issue.
Your rights under the Australian Consumer Law apply in addition to this policy. Depending on the problem, you may be entitled to a repair, replacement or refund. If the law gives you the right to choose a refund, it will be returned to your original payment method unless you agree otherwise. We may reasonably assess the item before confirming the remedy and will reimburse reasonable return-postage costs for a confirmed fault where required by law.
The 30-day period and change-of-mind conditions above do not limit consumer-guarantee rights.
Made-by-hand variations
Where a product is described as hand-block printed, small variations in print placement, colour tone and pattern alignment are part of the process and are not faults by themselves. This does not affect your rights if a garment has a genuine defect or differs materially from its description.
Order cancellations
Email us within 12 hours of ordering if you need to cancel or change your order. If we can cancel it before production begins, we will refund the cancelled item to the original payment method. Once production has begun or the order has been dispatched, cancellation may not be possible; an eligible standard garment can still be returned for store credit after delivery. If we cancel an item or cannot supply it, we will refund it to the original payment method.
Contact
House of Neoma
Email: houseofneoma@gmail.com
Response time: Within 1–2 business days, Monday to Friday
This policy is written for Australian orders. Customers outside Australia may also have rights under the laws that apply in their location.