FAQ

Do you have a physical store?

We do not have a physical store to try clothes on as we are based solely online.

Our head office is based in Paddington, NSW. 

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 and ready for delivery. However if you need the dress by a certain date please head to our CONTACT US page to double check availability and delivery times with our team. 

How much is postage?

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

Do you ship overseas?

Yes of course! We offer free international shipping to all of our customers overseas.

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

Please click HERE for our returns page.

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, 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 store credit. 

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

Please email a photo of the fault to returns@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 (international orders excluded). Once the dress has been received back and checked over by our team, we will then offer you a refund/exchange.

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

Please ensure your name is on the back of the return parcel OR your invoice is included in the return parcel.

Can I exchange my sale item?

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

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. The AUD conversion price is shown under the price of each product, as-well as on the checkout page. This is standard procedure as our store is based in Sydney, Australia. 

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.

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. 

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 am unsure about my size?

On each product page we provide a sizing chart specifically for that brand that you might find helpful. If you need further assistance, please email us at help@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 & Afterpay payments.

Can international customers use Afterpay? 

Yes, Afterpay is available to our Australian, New Zealand, UK and Canadian customers. 

Are your products authentic?

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