FAQs

Orders cannot be modified once placed. If you need to cancel or change an address, please email us within 30 minutes of purchase and we will do our best to help.

Subscribers to our mailing list may receive early access to limited releases and pre-order opportunities when available. Pre-order and limited edition pieces may have specific dispatch timelines, which are noted on the product page.

Orders are processed within 3–5 business days. See our Shipping & Delivery page for delivery times, rates and Christmas cut-off dates.

Standard shipping within Australia is free on orders $250 and over ($11.95 under $250). Express is free on orders $300 and over ($12.95 under $300).

Yes. We ship to New Zealand, the United States, Canada, the United Kingdom, Ireland, most of Europe, Hong Kong, Singapore, Japan, South Korea and Taiwan. Rates are shown on our Shipping & Delivery page and at checkout. International exchanges are not offered.

Once your order has been dispatched, you will receive a confirmation email with tracking details.

Yes. Every order is shipped in plain, unmarked packaging with no product name or branding visible on the outside.

Yes. Every order arrives wrapped by hand in our signature Haus Duchess gift box with a ribbon seal, with your message written on a card.

Choose your best guess. She can exchange it for another size, free of charge, within 45 days of delivery. You can also try our Gifting Concierge or email us for personal guidance.

Yes. Enter her address as the delivery address at checkout and we will send it directly to her.

Within 45 days of delivery you can exchange a piece for another size (complimentary, we cover shipping on the new size) or return it for store credit if you change your mind. Pieces must be unworn and unwashed, with the hygiene liner, tags and packaging intact. If something arrives faulty or not as described, contact us with photos and we will repair, replace or refund it under the Australian Consumer Law. Read the full policy.

Yes. Size exchanges are complimentary within 45 days of delivery. Email info@hausduchess.com.au with your order number and the size you need.

A detailed size guide is available on each product page. If you are unsure, our concierge team can provide personalised guidance.

Haus Duchess designs are created for a refined, sculpted fit. We recommend referring to the size guide for exact measurements.

Gentle hand washing in cold water with mild detergent is best. Certain designs may be suitable for professional dry cleaning due to their delicate construction. Lay flat to dry and avoid heat or harsh chemicals.

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.

No. Every Haus Duchess piece is produced once, in limited quantities, and never restocked. When a style sells out, it is gone for good.

We consider a small number of collaborations that align with the Haus Duchess aesthetic and values. Please enquire via our Contact page.