Shipping policy
House of Neoma Shipping & Made-to-Order Policy
Last updated: 3 August 2026
Made for you, then sent to you
House of Neoma standard garments are made to order in Jaipur. Making usually takes 2–3 business days, and this time is already included in the delivery estimates below.
Once your order is ready, it is sent directly from Jaipur and tracking is emailed to you. Made to order does not mean personalised or custom unless the product page says so. Eligible standard garments can still be returned under our Returns, Store Credit & Refund Policy.
Australian delivery
Standard delivery is free and will take approximately 6-10 business days
Express delivery is $15 and will take approximately 3-5 business days
These are total order-to-door estimates, including the usual making time. Express is faster after dispatch but does not skip production or guarantee next-day delivery.
Business days exclude weekends and public holidays in Australia and India. Remote locations, severe weather, high-volume periods or courier disruptions may add time. If ordering for an event, please allow extra time.
Tracking, changes and cancellations
Tracking is emailed after dispatch and may take up to 24 hours to update. A signature may be required, and the courier may use a collection point if no one is available.
Email "houseofneoma@gmail.com" within 12 hours of ordering to request a change or cancellation. We will help where possible, but changes cannot be guaranteed once production has begun or the order has been dispatched. Please see our Returns, Store Credit & Refund Policy for the full cancellation terms.
Addresses and returned parcels
Please check your name, address, postcode, email and phone number before ordering. Contact us promptly if anything is wrong; an address change may not be possible after dispatch.
If a parcel is returned because an address was incorrect or incomplete, delivery was refused, or the parcel was not collected, the customer may need to pay the actual cost of sending it again. If it is not resent, an eligible item may be treated as a change-of-mind return after we receive and inspect it. Express charges and reasonable courier return costs will not be included in store credit where the law allows.
Delays, missing parcels and damaged orders
Delivery dates are estimates. If your order has not arrived by the end of the estimated window, email us with your order number and we will investigate with the courier.
If tracking shows “delivered” but the parcel is missing, please check around the property, with your household or neighbours, and for a collection notice. Allow one business day in case it was scanned early, then contact us promptly if it is still missing.
If your parcel or garment arrives damaged, faulty or incorrect, contact us as soon as reasonably possible with your order number and clear photos. We will provide the remedy required by Australian Consumer Law. Nothing in this policy limits your consumer-guarantee rights.
International delivery
Available delivery methods, prices and estimates are shown at checkout. Customs may add time. Unless checkout states that charges are included, the customer is responsible for any import duties, taxes or customs fees charged by their country.
Contact
House of Neoma
Email: houseofneoma@gmail.com
Response time: Within 1–2 business days, Monday to Friday
Please include your order number so we can help quickly.