Refund policy
Hey There! Thanks for Shopping with Us!!
At Haus of Alma we want to ensure you have a stress free, enjoyable shopping experience. However, we do have a couple of “legal requirements” we both need to agree upon before we enter into a legally binding arrangement (ie you making a purchase from us). Therefore, although tedious, we encourage you to read the following Returns Policy, as once you have made a purchase, this signifies that you agree to, and accept our Terms and Conditions as outlined below.
Placing and Order:
The easiest way to complete order from us is to purchase via our website using a credit card (Visa, Mastercard or AMEX), Afterpay or ZipPay. Once you have completed your online order, we will send you an email confirming that the order and payment have been received, and your order is being processed.
If you would like to speak to us in person before you commit to a purchase, feel free to give us a call during business hours on 02 6583 7773 and we will assist you with your enquiry. We are more than happy to process credit card payments over the phone for you.
Delivery Notes:
From time to time we offer promotional Free Delivery. At all other times, delivery will be charged at a flat rate of $9.95 to anywhere in Australia, with the exception of bulky and fragile items.
It is our goal to get your purchase to you as quickly as possible. Depending on the content of your order, there will be a processing time of 24-72 hours, and delivery is generally between 2 – 7 working days, depending on your location. Please note that we are a regional town, and occasionally that may add one day extra to your normal delivery timeframe.
If for some reason, an item you have requested becomes “out of stock” between your purchase time and our processing time, we will contact you and discuss your options. It is our endeavour to provide you with your complete order, all at once, however if we are required to ship an additional item separately, you will never be charged a postage fee for that delivery. Should a delayed delivery time not meet your needs, we will be happy to work with you to a satisfactory outcome.
“Change of Mind Returns”
While we are not legally required to provide you with a refund for a “sauvignon blanc, add to cart impulse buy”, we will happily provide you with a store credit, less any applicable delivery charges as outlined below. All change of mind returns will be subject to a $9.95 processing fee. Our Credit Notes are valid for 6 months, however we will happily extend this if you contact us and request an extension.
In this instance, you must:
- Telephone us on 02 6583 7773 or email us at hello@hausofalma.com.au and explain your reason for return within 7 days of receiving your delivery;
- Post, at your expense, the item back to us for our assessment of the returned item. All returned items must remain in a saleable, unworn, unwashed condition, with all original tags attached and showing no signs of being removed.
- We must receive the returned item within 7 days of us giving you permission to return the items for assessment.
- We recommend that you add Tracking to your parcel, as we are not obligated to offer any form of reimbursement on items which we have not received back.
“My purchase doesn’t fit!”
If you have purchased an item from us and the garment doesn’t fit you, it is your responsibility to contact us within 7 days to advise us of the issue. We will endeavour to work out a suitable alternative size, working with you either over the phone or via email. Sale items are excluded from our change of mind/size policy.
Once we have reached a suitable resolution, you will be required to return the garment to us at your expense within 7 days of approval, and we will process the new item as a new sale, plus any applicable postage charges. Returns may be subject to a $9.95 processing fee which will be deducted from any store credit reimbursed.
“This isn’t what I ordered!”
We take the greatest care, collating, packing and sending your order, however we are not perfect… if you accidentally receive a wrong item in your delivery, please contact us immediately and we will ensure we rectify the situation, at our expense.
“Can I return a Sale Item?”:
We are under no obligation to offer a refund, exchange, store credit or any other form of credit on Sale Items. A sale item is purchased by you, with the acceptance that the sale is final. Any sale items offered with any defect to its original condition will be noted in the description of the item listed as a Sale Item.
“My Item is Faulty”:
Very occasionally a product does not meet the high standard of manufacturing that is expected of a certain garment. In this instance, we ask that you contact us outlining the exact issue, before returning the garment to us. We request that you contact us immediately, as we will only be obligated to assist you with a faulty item if you have contacted us within 7 days of receiving the item. Beyond 7 days, further assistance will be at our discretion.
We pride ourselves on providing a quality product and have excellent relationships with our suppliers, many of whom will assist us with repairing or replacing a faulty product for you, without needing to return the item to us, but instead returning the item directly to our supplier. Each case will be dealt with in a case by case manner and we request that you comply with this arrangement.
(For further assistant understanding the legal requirements for accepting returns for Australian businesses, please review the Fair Trading guidelines available online).
Additional Information:
We are here to help. If you require any further clarification or additional information in relation to doing business with us, we would love you to reach out to us, via email: hello@hausofalma.com.au or on 02 6583 7773.