Returns & Refunds
At House To Home, we want you to feel confident shopping with us. We carefully curate every item in our collection, and we understand that sometimes a piece may not be quite right for your home once it arrives.
Change of Mind Returns
We accept returns on eligible items within 30 days of delivery.
To be eligible for a return, items must be:
- Unused and in their original condition
- Returned in their original packaging where possible
- Free from damage, stains, or any other signs of use
- In a condition suitable for resale
If an item is returned in a condition that prevents it from being resold, we reserve the right to decline the refund.
Please note:
- Customers are responsible for return shipping costs.
- Original shipping charges are non-refundable.
- We recommend using a tracked shipping service, as House To Home cannot be responsible for items lost or damaged in transit.
Exclusions
Due to the nature of some of our collections, the following items cannot be returned unless they arrive damaged or faulty:
- Curated Finds / Pre-Loved items
- Clearance or sale items
- Gift cards
- Custom or made-to-order products
As many of our Curated Finds are one-off treasures, all sales of these items are final.
Damaged or Incorrect Items
We take great care when packing your order. However, if your item arrives damaged, faulty, or you have received the wrong product, please contact us within 48 hours of delivery at hello@housetohome.co.nz.
Please include:
- Your order number
- A description of the issue
- Photos of the item and packaging
We will work with you to resolve the issue as quickly as possible.
How to Return an Item
To arrange a return, please email hello@housetohome.co.nz with your order number and reason for return.
Once your return request has been approved, we will provide return instructions.
Please do not send items back without contacting us first.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to the original payment method within 3–5 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Refunds will be issued for the purchase price of the item only. Original shipping charges are non-refundable unless the item was faulty, damaged, or supplied incorrectly.
Questions?
If you have any questions about returns or refunds, we'd love to help.
Email: hello@housetohome.co.nz