Frequently Asked Questions
Orders & Shipping
1. When will my order ship?
Orders are processed within 3–5 business days. Pre-order or limited edition pieces may have specific dispatch timelines, which will be clearly noted on the product page.
2. Do you offer international shipping?
Yes. We ship internationally. Shipping rates and estimated delivery times are calculated at checkout based on your location.
3. How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with tracking details.
4. Can I change or cancel my order after placing it?
Orders cannot be modified once placed. If you require a cancellation, please contact us within 24 hours of purchase and we will do our best to assist.
Returns & Exchanges
5. What is your return policy?
Due to the intimate nature of our garments, we are unable to accept returns for hygiene reasons however we do offer a first time exchange. If your order arrives with a fault or issue, please contact us within 7 days of delivery.
6. Can I exchange my item for a different size?
We do offer a first time exchange. We do recommend reviewing our size guide carefully prior to purchase. Our team is available to assist with sizing enquiries if needed.
Sizing & Fit
7. How do I find my perfect size?
A detailed size guide is available on each product page. If you are unsure, our customer care team can provide personalised guidance.
8. Are your pieces true to size?
Haus Duchess designs are created for a refined, sculpted fit. We recommend referring to the size guide for exact measurements.
Product & Care
9. How should I care for my lingerie?
To preserve the quality of your Haus Duchess pieces, we recommend gentle hand washing in cold water with mild detergent. Certain designs may be suitable for professional dry cleaning due to their delicate construction. Lay flat to dry and avoid heat or harsh chemicals.
10. Where are your pieces made?
Our lingerie is produced in limited quantities with a focus on craftsmanship, quality, and attention to detail. We work closely with specialist partners to ensure each piece meets our standards.
Exclusivity & Access
11. Do you offer early access or pre-orders?
Subscribers to our mailing list may receive early access to limited releases and pre-order opportunities when available.
12. Will sold-out pieces be restocked?
Our collections are produced in limited quantities. While select styles may return, availability cannot be guaranteed. You may register for notifications on individual product pages.
Contact & Support
13. How can I contact Haus Duchess?
For enquiries, please visit our Contact page or email info@hausduchess.com.au. Our customer concierge team aims to respond within 24–48 hours.
14. Do you collaborate with individuals or brands?
We consider a small number of collaborations that align with the Haus Duchess aesthetic and values. Enquiries may be directed via our Contact page.