Shipping & Returns
We currently ship within Australia and New Zealand.
Australia -
We offer nationwide shipping across Australia. Please allow extra time in transit for orders outside of Victoria.
We process and ship orders Monday – Saturday, excluding holidays. Once your order is placed, it generally takes 1-3 business days to handle and pack. All shipping is handled by Australia Post and standard delivery times generally takes 2-3 business days to process (4-5 business days for WA & Central QLD). All orders are accompanied with a tracking number. We cannot guarantee shipping times through Australia Post, however, will keep you informed of any delays caused by our warehouse or delays communicated through shipping providers.
Express Shipping (AUS):
1 business day/s between major metro areas
2-3 business days (Central QLD)
3-5 business days (Northern Territory)
New Zealand -
We offer nationwide shipping to New Zealand. Please allow extra time in transit for orders outside of Australia.
We process and ship orders Monday – Saturday, excluding holidays. Once your order is placed, it generally takes 1-3 business days to handle and pack. All shipping is handled by Australia Post and standard delivery times are estimated to take between 4-7 business days between major metro areas in New Zealand. All orders are accompanied with a tracking number. We cannot guarantee shipping times through Australia Post, however, will keep you informed of any delays caused by our warehouse or delays communicated through shipping providers.
Express Shipping (NZ):
2-5 business days between major metro areas
DELIVERY OF ITEM/S
Tracking numbers are sent to your email address as soon as they leave our warehouse. If you do not receive a tracking number, please let us know.
We cannot take responsibility for products that have been marked as delivered by the shopping provider but have not been received. In the event of this, please contact the shipping provider to seek further information, as a first point of contact. If your parcel has been confirmed as lost or damaged during transit, please contact us via email contact@houseofkreole.com as your parcel may have been protected by Transit Cover. If deemed eligible for compensation by the shipping provider, we will ensure your order is re-sent to you via Express Post.
FAILED DELIVERIES | REFUSED SHIPMENTS | INCORRECT ADDRESS
Incomplete or incorrect address information are often the primary cause of any delays in shipment. Before placing your order, please check and ensure all information provide on your order is correct and includes the relevant house/apartment and/or unit number needed to deliver your order. Some shipping providers charge a service fee for address corrections. The customer will be responsible for any additional fees caused by the wrong address information.
Exchange Policy
ALL SALES OUTSIDE OF AUSTRALIA ARE FINAL.
ALL DISCOUNTED ITEMS ARE FINAL SALES.
Thank you for shopping at House of Kreole.
We only offer an exchange or store credit within the first 14 days of receiving your purchase, if purchased within Australia. If 14 days have passed since your purchase has been received, you will not be offered an exchange or store credit.
Eligibility for Returns and Exchanges
• Your item must be unused and in the same condition that you received it.
• The item must be in the original packaging.
• We can only offer a return or exchange to the purchaser, with proof of purchase.
• Only regular priced items may be exchanged, sale items cannot be exchanged.
• If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.
Exchanges (if applicable)
We only replace items if they are deemed defective or the incorrect sizing. If you need to exchange it for the same item, please send us an email with your request at contact@houseofkreole.com
Store Credits (if applicable)
We only accept refunded items if they are deemed defective. Once the item has been returned, you will be issued a store credit valued for the same amount the item/s was purchased, minus shipping costs. All store credits are valid for 12 months from the date of issue.
Exempt Goods
The following are exempt from returns and exchange:
• Sale Items; and
• Digital Products.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.
If you are approved, then your exchange will be processed. For returns, a credit will automatically be applied and sent to you via email within a couple of days.
Shipping Returns or Exchanges
• For defective items, a pre-paid return shipping label will be generated and sent to you via the email address provided in your order. If you prefer a different method of receiving your shipping label, please inform us as soon as you initiate a return.
• You will be responsible for paying for any additional packaging costs for returning your item/s.
• For exchanges, shipping costs are non-refundable. Likewise, if you receive a store credit, the cost of return shipping will be deducted from your store credit.
• We ask that you please retain the receipt provided by the Post Office that showcases when the return item/s were posted/shipped, in the event this is requested.
• Please take into consideration that depending on where you live, the time it may take for your exchanged product to reach you, may vary.