Shipping
At House of Casa, every order is packed with care in our coastal studio within 1–3 business days of your order being received by us (during business hours). You will receive a shipping notification with tracking details via email once your order has been despatched.
Orders are not processed on weekends or public holidays. During sale periods, processing times may be extended.
If you have not received tracking within 7 business days, please contact us at info@houseofcasa.com.
Customers are responsible for ensuring shipping details are correct at checkout. House of Casa is not responsible for parcels delivered to incorrect addresses provided by the customer.
Shipping Charges
- Free shipping within Australia for orders over $300 AUD (excludes bulky orders).
- A $12.50 flat rate for standard shipping within Australia for orders under $300 (excludes bulky orders).
Bulky Shipping: Cushions with Inners & Outdoor Seat Cushions
Cushions with inners and outdoor seat cushions are shipped at full volume (not vacuum-sealed) to maintain their plump shape and quality. Any order containing more than 3 cushions with inners and/or seat cushions is classed as bulky, and shipping charges apply regardless of order value. Bulky orders are shipped based on weight and size.
1–5kg
- We offer a $30 flat rate for standard shipping within Australia.
- If more than one bulky item under 5kg is purchased, we will contact you via email with an extra shipping quote if extra shipping costs are required.
5–20kg
As shipping of heavier items can be quite expensive and can vary significantly based on weight and the location it is being shipped to, we will contact you directly via email with a shipping quote for your order.
If you would like a shipping quote for your item before you place your order, you can contact us at info@houseofcasa.com and we can provide you with a quote. For larger items we may use commercial courier services over Australia Post, depending on prices.
If you are unsure whether your order is considered bulky, your shipping costs will be calculated automatically at checkout, and the Bulky Rate will be the only option available at checkout.
Delivery Timeframes
Most orders are sent via Australia Post or trusted courier partners. Delivery timeframes vary by location and carrier, but as a general guide:
Standard Delivery (from day of dispatch):
- Metro areas: usually 2–6 business days
- Regional & rural: usually 4–10 business days
Please note these timeframes are estimates only and are not guaranteed. Delays may occur during peak periods, public holidays, or due to circumstances outside our control. Western Australia orders may have longer delivery times.
International Shipping
We currently ship Australia-wide only through our online store.
For international customers, we are happy to assist. However, shipping rates, duties and import taxes vary significantly by country (particularly in the USA, UK and EU). Because of this, international shipping is quoted individually per order. To arrange an international shipment, please contact us at info@houseofcasa.com.
International customers are responsible for any customs duties, taxes or import fees imposed by their country.
Returns
At House of Casa, every piece is crafted and inspected with care. We want you to love your purchase, and we are committed to ensuring your experience is smooth and transparent.
Items Not Eligible for Return
The following items are not eligible for return:
- Sale items and items purchased during sales events, including but not limited to Special Promotional Sales, flash online sales, Black Friday, Afterpay, Christmas and Boxing Day, are FINAL SALE and cannot be returned or exchanged unless faulty or damaged, or as required by Australian Consumer Law.
- House of Casa does not accept change-of-mind returns for any reason. Please choose carefully when selecting your items, as we are unable to offer refunds, exchanges or store credit for purchases you decide you do not want.
- Gift cards are non-refundable and cannot be returned or redeemed for cash.
- Items purchased through a House of Casa stockist: please contact the stockist directly.
Faulty or Damaged Items
We take great pride in the quality of our products and carefully inspect each order before dispatch. If your item arrives damaged or faulty, we will happily assist in line with Australian Consumer Law.
How to report a faulty item
Please email us at info@houseofcasa.com within 3 days of receiving your order and include:
- your order number
- clear photos of the fault or damage
- a brief description of the issue
What happens next
Once assessed and approved, we will:
- arrange a replacement item (subject to stock availability), or
- provide a refund to your original payment method if a replacement is not available.
Replacements and refunds will be processed within 5 days of approval.
In most cases, we do not require the item to be returned. If we do need the item back for inspection, House of Casa will cover the return shipping costs.
Natural Variations & Product Characteristics
We endeavour to represent our products accurately, but natural variations may occur between individual pieces. These subtle marks or irregularities do not impact the product’s quality or use.
By purchasing our products, you acknowledge these characteristics as part of their natural beauty and understand they are not eligible for return.
How to Contact Us
For faulty or damaged item claims, please email info@houseofcasa.com. We aim to respond within 2–3 business days.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law.