What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, Amex), and Shop Pay. Afterpay may also be available at checkout.

Can I change or cancel my order after placing it?

We process orders quickly, so please contact us as soon as possible at admin@houseofhide.com.au if you need to make changes. We cannot guarantee amendments once an order has been dispatched.

How do I apply a promo or discount code?

At checkout, enter your code in the Discount Code field and click Apply to see your updated total before completing your order. Please note that only one code can be used per order.

If you're having trouble, try clearing your browser cache or switching to a different device. Still not working? Get in touch and we'll sort it out.

Do you offer free shipping?

Yes, we offer free shipping on all Australian orders over $400. Please refer to our Shipping Policy page for full details.

Do you offer click & collect or local pickup?

We're an online-only store and don't offer click & collect or local pickup. However, you might catch us at a rodeo or event near you. Check our socials for upcoming event dates!

Do you ship internationally?

Yes, we ship to New Zealand and select international destinations. Shipping rates and estimated delivery times are calculated at checkout.

How long will my order take to arrive?

It depends on the item:

• Ready-to-ship items: Australian orders typically arrive within 3–7 business days once dispatched. International orders may take 7–14 business days depending on your location and customs processing.
• Made-to-order items: These pieces are handcrafted to order and can take 4–5 weeks to be made. Once complete, they are sent to us for quality checking before being dispatched to you. We'll keep you updated throughout the process.

Not sure if your item is made-to-order? Check the product page or get in touch before placing your order.

Will I receive tracking information?

Yes, you'll receive a shipping confirmation email with your tracking number once your order has been dispatched.

What is your returns policy?

We accept returns on full-priced items within 14 days of delivery, provided they are unused and in original condition. Sale items and made-to-order pieces are final sale.

How do I initiate a return or exchange?

Email us at admin@houseofhide.com.au with your order number and reason for return. Our team will guide you through the process.

What's covered?
3-month warranty on hardware and stitching from purchase. Covers manufacturing faults only: zips that fail, stitching that comes undone, hardware that breaks or rusts due to defect, rivets that fail from factory error.

What's NOT covered

• Normal wear and tear (patina, fading, scratches)
  
• Leather damage (scuffs, creasing, natural markings)
  
• Water damage or moisture
  
• Misuse, accidents, overstuffing
  
• Unauthorised repairs or modifications
  
• Environmental damage (salt, chemicals, heat)
  
• Faults after 3 months
  
• Cosmetic issues that don't affect function
  

How to claim
Email photos and a description to admin@houseofhide.com.au with your receipt or order number. We'll assess within 5 business days. If approved, we replace the item or issue store credit. Shipping is your cost both ways.

Important: Claims must be submitted within 3 months of purchase. Replacements don't restart the warranty.

How do I care for my leather goods?

Keep leather away from direct sunlight and moisture. Condition regularly with a quality leather conditioner and store in a dust bag when not in use. Avoid harsh chemicals or abrasive materials.

Do you offer made-to-order or custom pieces?

Yes and this is one of our favourite things to do. Many of our pieces are handcrafted to order, and we also offer custom sizing for those who need it. This is especially popular with our boots, whether you have a wide calf, a larger foot, or simply want a fit that's made for you, we can make it happen.

We've created everything from custom-fit everyday boots to white leather boots for a bride on her wedding day. If you have something special in mind, we'd love to hear about it.

Reach out to us before placing your order and we'll talk through what's possible.

Are your products ethically sourced?

We are committed to responsible sourcing and work with suppliers who meet our quality and ethical standards. All hides used in our products are by-products of the food industry.