Cancellation policy
🌸 Order Confirmation & Cancellation Policy
At House of Neoma, our garments are handmade in small batches. Because of our careful preparation process, cancellations are limited.
Order Confirmation
Once payment is successful, you will receive an order confirmation email.
This means your order has entered preparation for dispatch.
Order Cancellations
Orders may be cancelled within 24 hours of purchase or before the order has been packed or shipped.
To request a cancellation, please email houseofneoma@gmail.com with your order number.
Once an order has been packed, shipped, or entered production, it cannot be cancelled. Customers may follow our Returns Policy instead.
Cancellation Outcome
If a cancellation is approved before dispatch:
👉 A small administration fee of 10% (max $30 AUD) may apply to cover payment processing and preparation costs.
👉 Remaining balance will be issued as store credit.
Refunds are not provided for change-of-mind cancellations.
Changes to Orders
Requests to update address or order details must be made immediately after purchase.
Changes are not guaranteed once processing has begun.
Faulty Items
If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery.
No cancellation fees apply to faulty items.
All issues are handled according to Australian Consumer Law and our Returns Policy.
Contact Us
📧 houseofneoma@gmail.com
Please allow 1–2 business days for a reply.