FAQ - House of Troy

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FREE SHIPPING WORLDWIDE | EASY RETURNS

FAQ

I wish to exchange my purchase, what is the process?

Please email us at Orders@HouseofTroy.com.au within 7 days of receiving your purchase. Once we have approved the exchange we will provide you with an address to send your purchase back to. We must receive the parcel back within 2 weeks. Once the dress has been received back, we will then send out your new dress.

Instead of an exchange can I get credit for my dress?

Yes you can, please email us at Orders@HouseofTroy.com.au within 7 days of receiving your purchase. Once we have approved the exchange we will provide you with an address to send your purchase back to. We must receive the parcel back within 2 weeks. We will then send you a code that can be used as credit towards your next purchase.

What if I need my exchanged dress delivered as soon as possible?

In this case, once you have been approved for an exchange, you can simply re-purchase a new dress online, and then once we have received your dress back we will refund you for that order.

Can I get a refund on a purchase?

If you are not happy with your purchase, we can offer you an exchange or credit. We only offer refunds for faulty items. 

If I have received a faulty dress, what do I do?

Please email a photo of the fault to Orders@HouseofTroy.com.au within 7 days of receiving your purchase. We will then provide you with an address to send your purchase back to. We must receive the parcel back within 2 weeks. Once the dress has been received back, we will then offer you a refund/exchange.

What do I need to include when I return a purchase?

Please simply write your name on the back of the parcel. Original packaging is not required. 

Can I exchange my sale item?

Purchases on sale Items are considered final and may not be returned or exchanged.

What does pre-order mean?

Pre-order means that the product is not currently in stock but will be arriving soon.

Each Pre-order product will clearly state an approximate date that the item will become in stock (delivery dates shown are estimates only and subject to change).

You will proceed through the check out as usual and make full payment when making a pre-order. As soon as we ship your order, you will receive a shipping confirmation email with tracking as usual.

I am an international customer, I think I have been charged more for my order than what was stated on your website?

You have not been charged more for your order, your invoice is simply shown in our local currency of AUD. For example if you purchased a dress for 100USD you will be charged 141AUD.

Will I be charged tax?

International customers may be required to pay sales tax, duty and/or customs charges.

All taxes and customs charges are the responsibility of the customer. Taxes and customs charges differ depending on the country and state of the shipping address.

How much is postage?

For both domestic and international orders shipping/postage is free.

How long does shipping take within Australia?

 For HOT Bandage Dresses please allow 3-5 days with DHL Express

 For Alamour the Label Dresses please allow 1-2 days with Australia Express Post

 For Portia and Scarlett Dresses please allow 1-2 days with DHL Express

 For Veve Swimwear please allow 1-2 days with Australia Express Post

 For Maddie & Belle please allow 1-2 days with Australia Express Post

 For Matea Design please allow 1-2 days with Australia Express Post 

How long does International shipping take?

For all dresses please allow 3-5 business days with DHL Express

Can I track my delivery?

A tracking number will be added to most orders. We ship using DHL and Australia Post.

http://www.dhl.com.au/en/express/tracking.html

http://auspost.com.au/track/track.html

Note - when attempting to track, it is normal to not see any tracking information within the first 1-2 business days from the ship date. Please be rest assured that your parcel is on its way. 

Do you have a physical store?

No we are based solely online.

I can see that you are based in Sydney, can I pick up from your warehouse?

No we do not offer pick-ups from our warehouse.

What does ‘awaiting fulfillment’ mean?

This means your purchase is waiting to be shipped. You will receive an email notification when this status has changed to ‘shipped’.

I want to know if you have a certain style/size in stock?

If you see the dress/size on our website then 99% of the time that means it is in stock ready for delivery.

I am unsure about my size?

On each product page we provide a sizing chart specifically for that product that you might find helpful. If you need further assistance, please email us at Info@HouseofTroy.com.au and we will further assist you.

How do you accept payment? 

We accept all major credit cards including AMEX. We also accept PayPal payments.

Are your products authentic?

Yes. We work directly with the brands and authorised distributors to ensure that all products we sell are authentic.

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