Your Questions, Answered
At Haus of Winston, we want your experience to feel effortless.
Our FAQs provide clear answers to common questions about shipping, returns, and store policies.
FAQs
Do you accept returns?
No, we do not accept returns due to the nature of our fulfilment process. Please double-check your order details before completing your purchase.
What if my item arrives damaged or faulty?
If your item is damaged or faulty, email us within 7 days of delivery with:
- Your order number
- A clear photo or video of the issue
Once approved, we’ll send you a replacement or issue a full refund.
I received the wrong item or something is missing. What should I do?
Please contact us within 7 days of receiving your parcel. We’ll send the correct item or provide a refund if applicable.
What if my order hasn’t arrived?
If your package hasn’t arrived within 30–60 days (depending on your location), let us know. Once we confirm the issue, we’ll refund your purchase or reship the order at no cost.
What situations are refunds not issued for?
We do not provide refunds for:
- Change of mind
- Incorrect address provided at checkout
- Delivery delays still within the standard timeframe
- Sale or clearance items (unless damaged or incorrect)
How do I request a refund or reshipment?
Please email us at thehausofwinston@gmail.com with your order number and details of the issue. We aim to respond within 1–2 business days.
Do you ship internationally?
No, we currently ship exclusively within Australia.
How long does it take to process my order?
Orders are processed within 2–5 business days after your payment has been confirmed. You’ll receive a confirmation email with tracking details once your order is dispatched.
What are the estimated delivery times?
Estimated delivery within Australia is 7–15 business days. Please note that this is an estimate and may vary due to courier delays, public holidays, or remote locations.
Will I receive tracking for my order?
Yes. Once your order is shipped, you’ll receive an email with a tracking number. Please allow a few days for tracking updates to appear after dispatch.
Why did my order arrive in separate packages?
Some items may ship separately depending on availability. Don’t worry—your full order is on its way!
What happens if I entered the wrong shipping address?
Please ensure your address is correct at checkout. Unfortunately, we are not responsible for lost packages due to incorrect or incomplete shipping information.
What if my order is delayed or lost?
If your order hasn’t arrived within 30 business days, please contact us at thehausofwinston@gmail.com. We’ll investigate and offer a refund or reshipment where appropriate.
What payment methods do you accept?
We accept secure online payments (e.g., credit/debit cards, PayPal, etc.—you can specify your exact methods here).
Can product prices or availability change?
Yes. All products and prices are subject to change without notice. We may also discontinue items at any time. While we try to display products accurately, colors and finishes may look slightly different on your device.
Can my order be cancelled?
We reserve the right to refuse or cancel any order for reasons such as stock issues, pricing errors, or suspected fraud. Please ensure your purchase details are accurate and up to date.
What are the shipping terms?
Shipping times are estimates only and may vary due to factors outside our control. For full details, please see our Shipping Policy.
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