Refund policy

House of Hide – Returns & Exchanges Policy

We hope you love your purchase. At House of Hide, we stand behind the quality of our handcrafted leather goods. If you change your mind or your item doesn't fit as expected, we gladly accept returns for store credit, subject to the conditions below.

RETURNS & STORE CREDIT

  • All eligible returns will be issued as store credit for use on the House of Hide website.
  • Store credit will be applied once your return has been received and approved.
  • Store credit applies regardless of the original payment method.
  • Customers are responsible for all return shipping costs. We recommend using tracked postage, as we cannot issue credit for items lost in transit.
  • Returns must be received within 14 calendar days of the date you receive your order. The 14 days include Saturdays, Sundays and public holidays.

RETURN CONDITIONS

  • Items must be returned in brand-new condition:
    Unworn, unused, and unwashed
  • No signs of wear on the soles or heels of boots
  • Free from stains, marks, scratches, creasing, stretching or damage
  • No perfume, makeup, fake tan, deodorant, smoke, pet hair or other odours
  • Shoes must be unworn and returned in their original packaging with all original tags and labels included
  • Returns that do not meet these conditions will not be accepted or credited.

RETURN POSTAGE & REFUND AMOUNTS

For change-of-mind, incorrect-size or unsuitable-fit returns:

  • You are responsible for the cost of return postage.
  • Your refund will be for the purchase price only. Original delivery fees are non-refundable.

Free or complimentary shipping deduction:

If your order qualified for free or complimentary shipping and you make a change-of-mind or sizing return, a fixed $20.00 shipping contribution will be deducted from your refund. This contribution reflects the standard return postage cost and only applies to change-of-mind, sizing or fit returns. It does not apply where your product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law protections.

HOW TO RETURN

Email us at admin@houseofhide.com.au to request your return. You must contact us within 14 calendar days of receiving your order.

Once your return is received and approved (please allow up to 5 business days), store credit will be issued via email.

You may then place a new order at your convenience using your store credit.

SALE & FINAL SALE ITEMS

Items marked sale and cannot be returned or exchanged for change of mind or sizing.

Sale items, gift cards, and personalised/custom pieces are not eligible for return.

Note: If a custom, personalised or special-order item is faulty, damaged, incorrectly supplied or does not meet Australian Consumer Law requirements, it is still eligible for return under those protections (see 'Damaged or Incorrect Items' below).

MADE-TO-ORDER

Many of our pieces are handmade to order. Made to order s generally ship within 4–5 weeks.

This timeframe includes sourcing, production, quality control, and shipping. Delays may occasionally occur.

By placing a Made to Order, you acknowledge and accept this timeframe.

DAMAGED OR INCORRECT ITEMS

Please inspect your order upon arrival.

If you receive a damaged, faulty or incorrect item, contact us immediately at admin@houseofhide.com.au so we can resolve it promptly.

These items are handled separately and are not subject to the 14-day limit or return condition requirements. We will work with you to resolve the issue promptly, and your rights under Australian Consumer Law apply in full.

INTERNATIONAL ORDERS

Please note we do not accept returns or exchanges for international orders. All international sales are final.

We recommend reviewing sizing and product details carefully before purchasing. If you have any questions before ordering, feel free to reach out – we're happy to help!

AUSTRALIAN CONSUMER LAW

Nothing in this returns policy excludes or limits your rights under the Australian Consumer Law. You have consumer guarantees under the Competition and Consumer Act 2010 (Cth) that cannot be excluded or limited. If a product is faulty, damaged, incorrectly supplied or significantly misrepresented, you have the right to request a repair, replacement or refund, and these rights operate independently of this returns policy.

Thank you for supporting slow fashion and small-batch leather goods – carefully crafted with heart.