Got Questions?
We Have Answers
Find quick answers to our most common questions.
From shipping and returns to product details and care. We’ve created this section to make your shopping experience effortless, transparent, and stress-free.
What are your shipping costs & time?
Shipping costs depends on your location as well as the item. If you have an order valued over $250 shipping is FREE!
- Orders are processed and dispatched within 7–10 business days from Sydney, Australia.
- Actual delivery time will depend on your location and the time of year.
- All domestic orders receive a tracking number once dispatched.
- Shipping times may vary per location and season, and delivery by a specific date cannot be guaranteed (though you can email them to try to expedite it).
What is your exchange/refund policy?
According to the Australian Consumer Law, we are not required to provide a refund or replacement if you change your mind.
You may be entitled to a refund or exchange if an item has a major problem.
This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it is unsafe
- is significantly different from the sample or description
- doesn't do what we said it would, or what you asked for and can't be easily fixed
- Most products listed on our website are fragile and handmade which adds to their uniqueness. All this information is listed on each product related to this.
- Due to hygiene reasons, our change of mind policy does not apply to the following merchandise: Beauty, Health & Bath products
- We do our best to keep all items in stock. However, if a product you order happens to be out of stock, we'll promptly contact you via email. We'll let you know when we expect it to be available and give you the option to wait, receive a full refund, or choose a different item.
There are strictly no returns or exchanges on seconds or sale products. Should your online order arrive damaged or be defective, House of Walton must be notified via email within 24 hours of taking delivery of the order. Email a full description with evidence and photos to hello@houseofwalton.com.au
If goods are damaged or faulty due to manufacturers' defects, House of Walton, wherever possible, will endeavour to repair or replace the goods to the customer's satisfaction (depending on product availability). Items must be returned in an unused, unopened and saleable condition. Item must be in original, undamaged packaging with all tags attached.
Should House of Walton not be able to repair or replace the goods, a full refund of the purchase price will be offered. Customer is liable to cover the cost of shipping to return the products to your nearest Post Office, including a tracking number. Refunds will be credited back to the original credit card number.
We reserve the right to refuse if the problem has arisen due to the item being misused.
Please note that refunds may take up to 14 days to be processed from the date of approval.
Do you offer warranty on your products?
Unless clearly stated in the product description, all products are sold “as is” with no warranty offered.
We are not responsible for any direct or indirect damage caused from using products purchased on our website.
We do not offer any warranty and hold no liability for losses or damages if you purchase services or products from third-party websites after finding them through ours.
Any other questions?
Q: Do you offer refunds if I change my mind?
A: No. Under Australian Consumer Law, we are not required to provide a refund or replacement if you simply change your mind.
Q: When am I entitled to a refund or exchange?
A: You may be entitled to a refund or exchange if an item has a major problem, such as:
Q: Are there any items that cannot be returned for hygiene reasons?
A: Yes. Beauty, health, and bath products cannot be returned due to hygiene reasons.
Q: Can I return sale or seconds products?
A: No. There are strictly no returns or exchanges on seconds or sale products.
Q: What should I do if my order arrives damaged or defective?
A: You must email us at hello@houseofwalton.com.au within 24 hours of delivery. Include a full description, evidence, and photos of the issue.
Q: What happens if my item is faulty due to a manufacturer’s defect?
A: We will try to repair or replace the item (depending on availability). If that’s not possible, we will offer a full refund of the purchase price.
Q: What condition must returned items be in?
A: Items must be unused, unopened, in saleable condition, in original undamaged packaging, and have all tags attached.
Q: Who pays for return shipping?
A: The customer must cover the cost of return shipping to the nearest Post Office and provide a tracking number.
Q: How long do refunds take?
A: Refunds may take up to 14 days to process from the date of approval.
Q: Can my refund or return be refused?
A: Yes. We reserve the right to refuse if the issue was caused by misuse of the product.
Q: What if an item I order is out of stock?
A: We will contact you via email to let you know when it’s expected to be available and give you the option to wait, receive a full refund, or choose another item.
