Returns Policy

Customer satisfaction is important to us at House of Carberry.  We understand that sometimes you may have over ordered, changed your mind on the theme, or an item might not be exactly as you imagined - so we will accept change of mind returns within 14 days from the date you receive your order. In the unlikely event that an item is faulty or damaged, we will try to remedy the issue as quickly as possible.

We will endeavour to fulfil your order within 3 to 5 business days from receipt of your order.  However, the Covid-19 pandemic may impact on our ability to deliver your order to you within those estimated timescales.  We are unable to refund orders arriving later than indicated unless they are returned under the stated refund policy terms and conditions.

You will be entitled to a refund, exchange or credit where:

• you are not completely satisfied with your purchase (‘change of mind’) within 14 days from the date you receive your order;

• the product is faulty or not fit for the purpose that products of that kind are commonly bought;

• the product significantly does not match the sample or description advertised on our website; or

• we are required to provide a refund, exchange or credit under any relevant laws.

The House of Carberry 14 Day Money Back Guarantee protects all purchases made from our website, not including costumes and wigs.

1. The 14 Day Money Back Guarantee period will commence from the date that the customer receives their product. If there is no receipt of delivery, the date shall be assumed to be 3 business days from the date of dispatch.

2. Where a product is within the 14-day period and a refund is requested, House of Carberry will refund the original product purchase price.

   • For change of mind returns or incorrect size of an item ordered you must have received your order within the last 14 days.  Claims outside this time period will be considered at our discretion.

     All change of mind returns must be in brand new, unused, unopened and re-saleable condition with all original outer packaging intact. They must be returned neatly packaged in their original packaging with all included accessories for a refund to be issued.  We are unable to offer returns or refunds on wigs and costumes (for health and safety reasons), and clearance stock or special order items.

   • Return delivery charges are your responsibility.  We cannot be held responsible for lost, stolen or damaged return deliveries.  We recommend that you return the product(s) to us securely packaged so they are not damaged in transit and use a trackable method of postage.

     We reserve the right to assess the condition of the returned product(s) prior to offering a refund, exchange or credit. You will be entitled to a refund, exchange or credit equal to the cost of the products only, excluding any original or return delivery charges.  If you wish to exchange products, new delivery charges would need to be paid to send the items to you.  Any refund will be issued via the same method used to purchase the items.  Refunds may take up to 7 working days to be processed.

   • If you believe you have received a faulty or incorrect product please contact us immediately by emailing admin@houseofcarberry.com so that we can resolve the issue promptly for you. You may also visit our Resolutions Centre on our home page.

   • If a defective item is contained within a part/set/pack we may, at our discretion, allow you to keep the entire part/set/pack and provide you with a partial refund only.

     Instead of returning damaged goods, we may ask for photos of the item(s) so that we can assess items before approving any refund/replacement claims.  We will not be able to provide a refund or credit for any item already disposed of or without photo confirmation clearly showing the fault/damage.

   • The delivery estimates provided on our site are not guaranteed delivery times; actual delivery times may be affected by circumstances beyond our control.  Should your parcel arrive later than your event, you may return the items to us under our 'change of mind' refund policy.

     If, for whatever reason, you do not take delivery of your items or you have entered your address incorrectly and your order is returned to us, you may be entitled to a refund (excluding original delivery charges and/or any return charges we have incurred).

   • If you have any questions about the House of Carberry returns policy, please contact us.

   • Returns should be posted to House of Carberry, PO Box 602, PADDINGTON, QLD 4064