Eligibility for Returns and Exchanges We accept returns and exchanges for full-priced items not purchased using Afterpay, provided they are returned in their original condition with all tags still attached. Garments must not have been worn or washed. The intention to return must be communicated to us within 5 business days of receiving the item.
Afterpay Purchases Orders made using Afterpay are eligible for store credit or an exchange only, under the following conditions:
- Items must be in original condition—unworn, unused, unwashed, and undamaged.
- All tags, stickers, and any protective packaging must be attached and intact.
- A copy of the original purchase receipt (including order number, customer name, address, and date of order) must be provided.
Exclusions Please note, for hygiene reasons, jewellery, skincare, and intimates cannot be returned unless the product is faulty.
Returns Process To initiate a return or exchange, please follow these steps:
- Email customerservice@hermanahouse.com.au with your order number within 5 days of delivery, stating your intention to return or exchange an item.
- You will receive an email response with instructions for returning your item to:
HERMANA HOUSE ATTN: RETURNS
Hermana House
166 Summer Street
Orange, NSW 2800
Shipping and Handling Hermana House is not responsible for any returns lost in transit. We recommend including tracking and insurance for your protection. Returns outside of the specified period will not be accepted. We reserve the right to deny unauthorized returns that do not meet or follow our return policy and procedures.
Refunds Upon receipt and inspection of the returned merchandise, your refund will be processed within 3-5 business days, if approved. Shipping costs will not be refunded.
Special Conditions
- Customers are responsible for arranging their own return shipping.
- Refunds are not offered on sale items or items purchased using a discount code as part of a sale promotion; such items are considered final sale.
- For items bought on pre-order or purchased using a discount code, we offer store credit or an exchange only.
