Refund Policy

1. Return Window

You have 30 days from the date of delivery to request a return. We use the carrier's confirmed delivery date as the start of the window — not the order date.

After 30 days, we can no longer accept the return.

Holiday Extension

Orders placed between November 15 and December 24 are eligible for return through January 15 of the following year. Same conditions apply.

2. What's Eligible

To be eligible for a return, your item must be:

• Unworn and unwashed. No visible signs of wear, body odor, deodorant marks, makeup, or pet hair.
• Tag still attached. The original hangtag must be intact and uncut.
• In its original packaging where applicable.
• Within the 30-day window (or the holiday window described above).

You'll also need your order number or the original confirmation email as proof of purchase.

3. What's Not Eligible

We can't accept returns on:

• Items that have been worn, washed, altered, or damaged after delivery.
• Items missing the original tag.
• Items returned more than 30 days after delivery (outside the holiday window).
• Items marked Final Sale at purchase.
• Gift cards.
• Items returned to us without first requesting a return through [email protected] — we can't process unannounced returns.

We reserve the right to refuse returns that don't meet these conditions or that show signs of return abuse.

4. How To Start a Return

1. 01 Email [email protected] with:
   • Your order number.
   • The piece(s) you want to return.
   • The reason (so we can improve fit and design over time).
2. 02 We'll reply within 1 business day with confirmation and the return address.
3. 03 Pack the item(s) securely in the original packaging if possible. Drop in any reasonable carton if not.
4. 04 Ship using the carrier of your choice. We recommend a service with tracking — see Section 8 on return shipping responsibility.
5. 05 Once we receive your return, we'll inspect it within 2 business days and email you confirmation of refund or, if there's an issue, what's next.

5. Damaged or Wrong Items

If your order arrives damaged, defective, or the wrong item, contact us within 7 days of delivery with:

• Your order number.
• Photos showing the damage or incorrect item.
• A short description of what's wrong.

We'll cover the return shipping in these cases and either replace the piece or issue a full refund — your choice. We move quickly on these.

6. Exchanges

We don't run a separate exchange queue. The fastest way to swap a size, color, or piece:

1. Return the original following the steps in Section 4.
2. Place a new order for the replacement immediately.

Placing the new order while the return is in transit protects you against the size you want selling out while we receive and process the original.

If you ordered something at a now-changed price and need an exchange, the new order is at the current price, not the original.

7. Refunds

Timing

Once we receive and inspect your return:

• Approval: We notify you by email within 2 business days of receipt.
• Refund issued: Within 3-5 business days of approval to your original payment method.
• Bank processing: Your bank or card issuer may take an additional 3-10 business days to post the credit to your statement. That part is out of our hands.

What gets refunded

• Full purchase price of returned item(s).
• Any sales tax you paid on those items.
• We do not refund the original shipping charge unless you're returning the entire order or we shipped the wrong item.

Payment method

Refunds go back to the original payment method used at checkout. If that card is expired or closed, contact us and we'll work out an alternative.

If something looks off

If 15 business days have passed since we confirmed your refund and you still don't see it on your statement, email [email protected] with your order number and we'll trace it.

8. Return Shipping

Return shipping is the customer's responsibility, except when:

• The item arrived damaged or defective.
• We shipped the wrong piece, size, or color.

In those cases, we'll send you a prepaid return label.

For all other returns, we recommend a tracked service. We are not responsible for return packages lost or damaged in transit if you didn't use a tracked carrier. Keep your tracking number until your refund posts.

9. Gift Returns

Received a House of Sxren piece as a gift and need to return it?

Email [email protected] with the order number (printed on the gift receipt or packing slip) and we'll process the return for store credit equal to the original purchase price. Store credit lands in your inbox within 2 business days of receipt of the returned item.

We won't notify the original purchaser unless you want us to.

10. Sale & Promotional Items

• Sale items: Eligible for return unless marked Final Sale at checkout. Refund is for the price you actually paid, not the original.
• Discount codes: If you used a one-time discount code and return part of your order such that the order falls below the discount's minimum, we may adjust the refund proportionally.
• Free shipping thresholds: If your return drops your order below a free-shipping threshold you originally qualified for, the original shipping charge may be deducted from your refund.

11. Restocking Fees

None. We don't charge restocking fees on eligible returns.

12. Address Errors

If a package is undeliverable due to an incorrect or incomplete address you provided at checkout and is returned to us by the carrier, we'll refund the order minus original and return shipping costs incurred by us. You may also reorder with a corrected address.

13. Contact

Questions, edge cases, or just want to make sure we got something? Email [email protected] any time. We reply within 1 business day, Mon-Fri.