Refund policy

We want you to love what you ordered.

  • 30-day return window
  • Label Provided for all returns
  • No Refund on sale items

Our promise

Every piece at House of Estela is handcrafted by artisans who take pride in their work and we stand behind that quality. If something isn't right, we'll do our best to make it right.

Please read this policy carefully before initiating a return or exchange so we can help you as smoothly as possible.

Returns & Refunds

We accept returns within 30 days of the date your order was delivered. Items must be returned in their original, unworn condition with all tags attached, in original packaging, and free from any signs of wear, damage, or alteration.

To make returning simple, we will provide you with a prepaid return label. Please reach out to us, and we will be happy to send one over. The cost of return postage will be deducted from your refund amount.

Once we receive and inspect your return, we will process your refund to your original payment method within 5–7 business days. You'll receive an email confirmation once your refund has been issued.

Please note: We recommend keeping a record of your return tracking number. While we provide the return label, we cannot be held responsible for items lost in transit before they reach us.

Exchanges

We want you to find the perfect pair. If you'd like a different size or style, we're here to help however, we recommend the simplest path to getting what you love:

Our recommendation: Rather than a traditional exchange, we suggest returning your item for a refund and placing a new order for the pair you want. This is the fastest way to secure your preferred size or style — especially since our handcrafted pieces can sell out quickly. We'll provide a prepaid return label and process your refund as soon as we receive the item back. The cost of return postage will be deducted from your refund amount.

If you'd prefer a direct exchange, we're happy to arrange that too. Contact us with your order number and the details of what you'd like instead. We'll provide a prepaid return label, and the cost of return postage will be deducted from your refund or applied to the exchange. Please note exchanges are subject to stock availability at the time we receive your return. If your preferred item is no longer available, we'll issue a refund instead.

How to start a return or exchange

  1. Email us at hello@houseofestela.com with your order number and reason for the return or exchange.
  2. Our team will respond within 1–2 business days and send you a prepaid return label.
  3. Pack your item securely in its original packaging and attach the prepaid return label.
  4. Please drop it off at your nearest post office and keep your receipt as proof of postage.
  5. Once received and inspected, your refund will be processed promptly — minus the return postage cost.

Items not eligible for return or refund

  • Sale items and items purchased during promotional events (all sale purchases are final)
  • Items that show signs of wear, use, or have been altered
  • Items returned without original tags or packaging
  • Returns initiated after 30 days from the delivery date
  • Gift cards and store credits
  • Items marked as "final sale" at the time of purchase
  • Custom or personalised orders
  • Ear-rings and pierced jewellery (for hygiene reasons)

Sale items are final sales. We do not offer refunds or exchanges on items purchased at a discounted price or during promotional sales. Please choose carefully.

Faulty or incorrect items

If you received an item that is faulty, damaged in transit, or different from what you ordered, please contact us within 7 days of delivery. In these cases, we will cover all return postage costs in full; no deduction will be made from your refund. Minor imperfections due to the handcrafted and handmade nature of our products are not considered faulty.

We may ask for photos of the fault or damage to help us resolve your case quickly.

International orders

For customers outside Australia, we are unable to provide prepaid return labels. Return shipping is the customer's responsibility, and original shipping costs are non-refundable. Please ensure items are clearly marked as "Return — No Commercial Value" on customs documentation to avoid delays or additional charges. We recommend using a traceable, insured shipping service.

We are not responsible for any customs duties, taxes, or fees incurred on returned shipments.

Still have questions?

Our team is happy to help. Reach out and we'll get back to you within 1–2 business days.

Email: hello@houseofestela.com