FAQs

Find solutions to frequently asked inquiries regarding our brand, offerings, and additional information!

Returns and Exchanges

What is your return policy?

We offer a hassle-free 30-day return policy. If you are not satisfied with your purchase for any reason, you can return it within 30 days for a full refund. Please see our Refunds & Returns page for more details.

Can I exchange an item for a different one?

We do not offer direct exchanges, but you can return your item and then purchase the new item separately.

How long does it take to process a refund?

Once we receive your returned item, we will process your refund within 5-7 business days. Please note that it may take an additional 5-7 business days for the refund to appear on your credit card statement.

What if my item arrives damaged?

If your item arrives damaged, please contact us within 3 days of receiving it. We will either replace the item or issue a refund, depending on your preference. Please see our Refunds & Returns page for more details.

How can I contact customer service?

You can contact our customer service team by filling out the contact form on our Contact Us page or by emailing us at support@houseofrainha.com. We aim to respond to all inquiries within 3 business days. Our business hours are Monday through Friday, 9am to 5pm AEST.

Orders and Shipping

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard and American Express. We also accept PayPal and Apple Pay.

Can I cancel my order?

To cancel your order, please contact our customer support team as soon as possible. If your order has not yet been shipped, we will cancel it and process a full refund. If your order has already been shipped, you will need to follow our return policy to receive a refund.

How long does shipping take?

Shipping times vary depending on your location and the shipping method you select at checkout. Generally, standard shipping takes 7-30 business days in Australia, while express shipping takes 3-11 business days.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to track your package on the shipping carrier's website.

Do you offer international shipping?

No, we currently only offer shipping within Australia. We apologize for any inconvenience this may cause. However, we are continuously evaluating our shipping options and may expand our delivery locations in the future. Be sure to check back periodically for updates. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team.

Why did I receive multiple tracking numbers for my order?

Our inventory is stored in multiple warehouses to ensure faster shipping times and availability of a wide range of products. As a result, when items from different warehouses are included in a single order, they may be shipped separately to expedite the delivery process.

How long will it take for me to receive all the items in my order?

The delivery times for each package may vary depending on factors such as the distance between warehouses, availability of stock, and shipping carrier. We recommend checking the estimated delivery dates provided with each tracking number for a better understanding of when to expect each package. If you have any further questions or concerns regarding missing items in your order, please don't hesitate to contact our support team. We appreciate your patience and understanding as we work to ensure the timely delivery of your complete order.

I placed an order but have not received all the items together. What should I do?

If you have placed an order and received separate tracking numbers for different items, it is likely that the items are being shipped from different warehouses. Please note that due to our inventory management system, it is possible for items to be stored in separate locations. Please check the individual tracking numbers provided to you in the order confirmation emails. Each tracking number corresponds to a specific package being shipped to you. Use the provided tracking number(s) to track the progress and estimated delivery dates of each package.

An item is still missing after all orders have been fulfilled. What should I do?

If you have received all the packages associated with your order's tracking numbers and still believe an item is missing, we recommend reaching out to our support team for assistance. Provide them with the necessary details, including your order number and the specific item(s) you believe are missing. Our support team will investigate the issue and provide you with further guidance.

Will I be charged additional shipping fees for receiving separate packages?

No, you will not be charged any additional shipping fees if you receive separate packages for a single order. The shipping fees are calculated based on the entire order and are determined at the time of purchase.