We hope that you are as delighted with your House of Red products as much as we are. The satisfaction of our customers is of paramount importance to us and we pride ourselves on excellent quality and service. If you are not satisfied with your purchase you can return it to us in its original, re-sellable condition for a refund or exchange.

We ask for unsuitable items to be returned within 14 working days from the day you received your goods. If you do need to return something you will need to pay for postage and we suggest you obtain proof of postage. The original receipt must be included with the return as any returns without the original receipt are unlikely to be accepted. 


Return Procedure

  1. Contact House of Red customer service (customerservice@house-of-red.com) within 7 days of receiving your order. 
    Please specify your name, order number and item/s to be returned - nominating a request for either an exchange or refund. 
     
  2. Once you have emailed you will receive a Return Authorisation Number (RAN) and return instructions. 
     
  3. Within 7 days of receiving your RAN, return the item/s via trackable/secure postage to the address provided. 
    Please note: return shipping costs are not covered by House of Red, and will not be included in your refund. 
     
  4. House of Red will review the return and if eligible (meets the return policy per category requirements below), your refund or exchange will be processed. 
    Please allow up to 10 business days for refunds to be processed, pending payment method/ financial institution.

Returns outside of this period are at the discretion of House of Red and we reserve the right to deny unauthorised returns, that do not meet or follow our return policy and procedures.


Return Policy

Bags, Clothing and/or accesories should be returned unworn, unwashed and in new condition, with the House of Red security tags attached.

All items should be returned with their original packaging and other accessories (dust bag, jewellery/shoe box etc) received with the original order.


Exchanges

Exchanges are subject to item availability. We cannot guarantee item availability, but will make all reasonable attempts to secure the exchange item. The customer is responsible for shipping costs back to House of Red, but will not be required to cover shipping costs of the new item.


Terms

Refunds will be processed via original payment method only (unless store credit is requested) and all refunds are processed in the original currency of the order ($USD). Any conversion loss will not be covered within the refund process. Store credit for returns/exchanges will be valid for 12 months from date of return, and cannot be used in conjunction with other store credit. The store credit is valid for a one time use only. Please note: House of Red does not refund any initial shipping charges or additional charges, including customs, duties or sales taxes (these are not included in our prices). We will not process refunds for returns that are lost or damaged via return delivery to House of Red.


Exclusions

Sale items, or items purchased during a flash sale/promotion marked Final Sale are not eligible for return (unless faulty or damaged). 


Faulty / Damaged Items

For all faulty or damaged items, House of Red offers repairs, replacement or full refund (including shipping costs). Items damaged as a result of normal wear and tear or incorrect use/abuse, are not considered to be faulty or damaged.