Refund policy
House of Neoma Returns, Store Credit & Refund Policy
Last updated: 24 September 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, including eligible made-to-order pieces.
Change of mind or fit
To request a return, email hello@houseofneoma.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 actually 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 allows you to 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 hello@houseofneoma.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 applicable 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 appropriate remedy and will reimburse reasonable return-postage costs for a confirmed fault where required by law.
The 30-day return period and change-of-mind conditions above do not limit consumer-guarantee rights. Australian businesses cannot use store policies to remove these mandatory remedies.
Made-by-hand variations
Where a product is described as handmade or hand-block printed, minor variations in print placement, colour tone and pattern alignment may naturally occur and are not faults by themselves.
This does not affect your rights where an item has a genuine defect, is materially different from its description or otherwise fails an applicable consumer guarantee.
Order cancellations
Email us within 12 hours of ordering if you need to cancel or change your order.
We will always try to help, but cancellation cannot be guaranteed once production or fulfilment has begun.
Where we approve a customer-requested cancellation and applicable law does not require a monetary refund, the cancelled product value will be provided as House of Neoma store credit.
If House of Neoma cancels an item, cannot supply it, or applicable law requires a monetary refund, the required refund will be returned to the original payment method.
This does not limit any cancellation, delivery-delay or refund right that cannot lawfully be excluded.
International customers
Eligible international change-of-mind and incorrect-size returns are accepted under the same conditions and timeframes stated in this policy.
Unless applicable law requires otherwise:
- eligible change-of-mind returns are provided as store credit rather than a monetary refund; and
- international change-of-mind return postage is paid by the customer.
Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded under laws applicable to the purchase.
United States customers
For a change of mind, incorrect size or incorrect selection, eligible garments may be returned for store credit under the conditions and timeframes stated in this policy.
We do not ordinarily provide a monetary refund for these reasons unless required by applicable federal or state law.
Where a monetary refund is legally required, it will be returned to the original payment method rather than issued as store credit.
New Zealand customers
For a change of mind, incorrect size or incorrect selection, eligible garments may be returned for store credit under the conditions and timeframes stated in this policy.
We do not ordinarily provide a monetary refund for these reasons. New Zealand guidance confirms businesses are generally not required to provide a refund simply because a customer changes their mind, although a retailer must follow any voluntary return policy it offers.
Nothing in this policy limits rights available under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.
If an item is faulty, damaged, incorrect, materially different from its description or otherwise fails a mandatory consumer guarantee, the customer may be entitled to the remedy required by law.
Where the law gives the customer a right to a monetary refund, it will be returned to the original payment method rather than issued as store credit.
Reasonable return-postage costs for a confirmed fault will be reimbursed where required by law.
Contact
House of Neoma
Email: hello@houseofneoma.com
Response time: Within 1–2 business days, Monday to Friday
House of Neoma is based in Australia. Customers outside Australia may also have mandatory rights under consumer laws applicable to their purchase.