Refund policy
Returns & Exchanges
At Haus Duchess, each piece is designed with intention and produced in limited quantities. Due to the intimate nature of our garments, we ask that you review the following policy carefully before purchasing.
This policy operates in addition to your rights under the Australian Consumer Law.
Change of Mind Returns
Sometimes things don’t work out. We’re happy to consider returns on full-price garments that are:
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Unworn and unwashed
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In original condition suitable for resale
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Fitted with all original tags, labels, security tape uncut, and hygiene seals intact.
Approved change-of-mind returns are processed as store credit only.
Items returned without security tags, with hygiene seals removed, or showing any signs of wear (including makeup, tan, deodorant, or personal stains) will not be accepted and will be returned to the customer.
Store Credit
All approved returns are processed as store credit.
Once your return is received, please allow up to 14 business days for inspection and processing. Store credit is issued as a Haus Duchess digital gift card and delivered to the email address associated with the original order.
Store credit is valid for 1 year from the date of issue.
A handling fee may apply and will be deducted from the total credit amount.
Exchanges
We offer a one-time exchange for size or colour on eligible domestic orders only, subject to availability.
To be eligible for exchange:
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Items must be unworn, unwashed, and unopened
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All tags, security tags, and hygiene seals must remain intact
Exchange shipping costs are the responsibility of the customer.
International exchanges are not offered.
If an exchange is unavailable, store credit may be offered.
Returning a Bundle Set
If you are seeking store credit for a bundle purchase:
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All items included in the bundle must be returned
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All items must meet our standard return eligibility requirements
If only part of a bundle is returned, the value of any complimentary or discounted item will be deducted from the store credit issued.
Where a free gift was included, the gift must also be returned for the return to be accepted.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
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Lingerie, corsetry, swimwear, and hosiery once hygiene seals are removed
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Items showing signs of wear, including makeup, tan, deodorant, or personal stains
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Hosiery with opened or damaged hygiene seals
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Gift cards
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Duties, taxes, and customs fees
Any item returned in unacceptable condition will be sent back to the customer.
Faulty or Incorrect Items
Each Haus Duchess piece undergoes quality checks prior to dispatch.
If you believe your item is faulty, damaged, or not as described, please contact our Customer Concierge within 7 days of delivery at:
Please include clear photographs or a short video demonstrating the issue.
Where a fault is confirmed, we will offer an appropriate remedy in accordance with Australian Consumer Law.
Shipping Costs
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Return shipping costs are the responsibility of the customer unless the item is confirmed faulty
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Original shipping fees are non-refundable
Contact
For any questions regarding returns or exchanges, please contact our Customer Concierge:
We aim to respond within 24–48 business hours.