FAQs

Delivery

Where do you ship to?

We ship Australia wide. We currently do not offer international shipping.

How long until my order is dispatched?

All orders placed before 12pm will be shipped the next business day. Please note during sale and promotional periods there may be a delay in fulfillment.

How long will my delivery take?

Standard shipping
NSW: 2-4 business days.
ACT, QLD, NT, SA, TAS, VIC, WA: 3-6 business days.

Express shipping
NSW: 1-2 business days.
ACT, QLD, NT, SA, TAS, VIC, WA: 1-3 business days.

Please note there may be an unlikely circumstance that our delivery partner experiences delays which are out of our control.

What postage options do you offer?

We offer standard and express shipping.

Do you delivery to Parcel Lockers and PO Boxes?

Yes we deliver to parcel lockers and PO Boxes.

How much does shipping cost?

We offer free shipping within Australia for all orders over $150 via standard delivery. All orders under $150 are charged a flat fee of $13.95 for standard delivery and $21.95 for express delivery.

How can I track my order?

Once your item has been shipped you will receive an email from us with your tracking details.

What happens if my order is delayed, lost or stolen?

Delays: Unfortunately there may be an unlikely circumstance that our delivery partner experiences delays which are out of our control.

Missing parcel: If your parcel is marked as delivered but you have not received it, we would suggest to do the following:

- Check that your current mailing address is the same address on the order you placed.

- Check if a delivery collection card has been left in your mailbox or under your door.

- Check if your neighbours may have received your parcel.

If you still cannot locate it, please contact our delivery provider Australia Post as soon as possible to lodge an investigation.

If your parcel has been stolen from your premises after delivery unfortunately we cannot take responsibility for this, as we have delivered to your provided address and completed your purchase.

Returns

Do you accept returns for change of mind?

We want to make sure you love your purchase, and understand that sometimes items are not suitable or may not meet expectations, so we are happy to provide an exchange on full-priced items. You have 14 days from the date of delivery to exchange your item. The product must be in unused condition in the original packaging.

Items purchased on sale or with a promotional code are deemed sale items and will not be eligible for exchange.

If you wish to enquire about a change of mind exchange please contact the team at hello@houseof9.com.au with details of your order number and the email you used to make the purchase.

We do not offer refunds for change of mind.

Do you accept returns on sale items?

Items purchased on sale or with a promotional code are deemed sale items and will not be eligible for a return or change of mind exchange.

What happens if my item arrives damaged or faulty?

We strive to provide beautiful quality products. If in the unfortunate event a product is delivered damaged or faulty, we will happily arrange a replacement for you.

Please contact us at hello@houseof9.com.au within 48 hours of receiving your order. Please provide images of the damage/fault and details of your order number and the email you used to make the purchase.

Orders

Can I cancel or change my order after it has been placed?

Unfortunately once an order is placed we are unable to change or cancel it.

Payments

What payment methods do you accept?

We accept Visa, Mastercard, Amercian Express, and PayPal.

Do you offer gift cards?

We do not currently offer gift cards.

Contact

How can I contact you?

We would love to hear from you! Please email us at hello@houseof9.com.au to get in touch.