Shipping, Returns & Refund Policy

1. Order Processing & Dispatch

All House of Arissa pieces are dispatched as soon as reasonably possible following purchase.

Please allow 7–10 working days for your order to be dispatched.

This timeframe refers to dispatch, not delivery.

Once your order has been dispatched, you will receive a shipping confirmation and tracking information where tracking is available.

Orders may occasionally be dispatched sooner than the stated timeframe.

During periods of exceptionally high demand, launches, promotions or unforeseen circumstances, dispatch may take longer. Where a significant delay occurs, we will endeavour to keep affected customers informed.

2. Delivery Times

Once your order has been dispatched, delivery is handled by the selected delivery provider.

Any delivery timeframe provided by House of Arissa after dispatch is an estimated timeframe and is not a guaranteed delivery date, unless expressly stated otherwise.

Courier delays, missed delivery attempts, incorrect delivery information, adverse weather, strikes, customs delays, service disruptions and other circumstances outside our reasonable control may affect delivery times.

House of Arissa cannot guarantee that a parcel will arrive on a particular day or before a particular event, date or occasion unless a guaranteed delivery service has specifically been purchased and confirmed.

We strongly recommend ordering in advance if your garment is required for a specific date.

3. Tracking & Delivery Responsibility

Where tracking is provided, customers are responsible for monitoring their tracking information and following any delivery instructions provided by the courier.

Once an order has been handed to the delivery provider, House of Arissa cannot control the courier’s handling or delivery schedule.

However, if your parcel appears to be delayed, lost or incorrectly delivered, please contact us so that we can assist and, where appropriate, raise an investigation with the delivery provider.

We may require you to provide information or confirmation necessary to assist with a delivery investigation.

4. Incorrect or Incomplete Delivery Information

Customers are responsible for ensuring that their delivery address, postcode and contact information are correct before completing their order.

House of Arissa cannot be held responsible for delays or failed deliveries resulting from an incorrect or incomplete address supplied by the customer.

If an order is returned to us because an incorrect address was provided, additional postage may be payable before the order can be resent.

Please contact us as soon as possible if you notice an error in your delivery information.

Once an order has been dispatched, we cannot guarantee that an address can be amended or a parcel redirected.

5. Missed Deliveries

If a courier attempts delivery and the customer is unavailable, the customer is responsible for following the courier’s instructions regarding redelivery or collection.

House of Arissa is not responsible for additional delays caused by a customer failing to collect or accept a parcel.

Where a parcel is returned to House of Arissa following failed delivery attempts or non-collection, we will contact the customer regarding the next steps.

Additional delivery charges may apply where permitted.

6. Lost or Delayed Parcels

If your parcel has not arrived within the expected delivery timeframe, please contact us.

We may need to wait for the delivery provider’s investigation period to pass before a parcel can be formally considered lost.

Where a parcel is confirmed as lost in transit, House of Arissa will provide the appropriate remedy in accordance with applicable UK consumer law.

We will not automatically issue a replacement or refund solely because a tracking update has temporarily stopped or a delivery is taking longer than expected.

7. Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you have not received it, please contact us as soon as possible.

We may request that you:

• Check around the property and with household members
• Check whether the courier has left the parcel in a designated location
• Contact neighbours where appropriate
• Provide any information required to assist with a delivery investigation

House of Arissa may contact the delivery provider to investigate the matter.

8. Unstitched Collection

Items sold in our Unstitched Collection are supplied as unfinished fabric and materials only. Customers are responsible for arranging all stitching, tailoring, alterations and finishing themselves.

Any tailoring expenses, alterations or costs associated with producing a finished garment are the customer’s responsibility and are not covered by House of Arissa.

Unstitched items are not eligible for return or refund due to change of mind, incorrect size chosen after tailoring, or because the customer chose not to have the piece stitched. This applies alongside all other terms of this policy.

Please note that loose threads, raw edges and unfinished hems are a natural characteristic of unstitched fabric and are not considered faults.

10. Return Postage

Unless an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, the customer is responsible for the cost of returning an item following a change-of-mind cancellation.

We strongly recommend using a tracked delivery service when returning an item.

House of Arissa cannot be responsible for returns that are lost or damaged while being sent back to us where the customer has chosen the return method.

11. Refunds

Where a valid cancellation is exercised, refunds will be processed in accordance with applicable UK consumer law.

Refunds will normally be issued to the original payment method.

We will not refund the cost of an upgraded delivery service where the customer chose a delivery option more expensive than our standard delivery service, except where required by law.

Where applicable, we may wait until the returned goods have been received or appropriate evidence of return has been provided before processing the refund.

12. Sale & Final-Sale Items

Items advertised as sale, discounted or final sale remain subject to all statutory consumer rights.

A sale price does not remove your legal rights where an item is faulty, misdescribed or otherwise does not conform to the contract.

Where legally permitted, House of Arissa may specify that particular items are excluded from voluntary returns.

13. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please provide your order number and clear photographs of the issue where appropriate.

We will assess the issue and provide the remedy required under applicable UK consumer law.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Customers will not be responsible for return postage where an item is confirmed to be faulty, damaged or incorrectly supplied.

Please note that occasional loose threads, minor pulls, or small surface fibres can occur on finished garments as part of normal production and wear. These are not considered faults and do not entitle a customer to a return or refund. This applies to all House of Arissa garments, including ready-to-wear dresses and finished pieces, as well as unstitched fabrics.

14. Gemstones, Beading & Delicate Embellishments

Many House of Arissa garments feature intricate gemstones, beading, embroidery and other delicate embellishments.

These details are intentionally delicate and should be handled with care.

Due to the nature of embellished garments, individual stones, beads or decorative elements may occasionally loosen or detach through normal handling, friction or wear.

Customers should take particular care when wearing, storing, washing and transporting embellished pieces.

The loss of an individual decorative element does not automatically mean that a garment is faulty. Each case will be assessed individually.

Where an embellishment is found to have been improperly attached or the garment otherwise fails to meet the required standard, your statutory consumer rights remain unaffected.

15. Exchanges

We do not guarantee exchanges for alternative sizes, colours or designs.

Where permitted, an exchange may be offered at House of Arissa’s discretion.

Customers should contact us before sending an item back to discuss the available options.

Any exchange policy does not remove or restrict statutory consumer rights.

19. Your Legal Rights

Nothing in this policy is intended to exclude, restrict or remove any rights you have under applicable UK consumer law.

Where a provision of this policy conflicts with a mandatory legal right, the applicable legal right will take precedence.

House of Arissa reserves the right to update this policy from time to time. Any changes will not affect statutory rights relating to orders already placed.

By placing an order with House of Arissa, you confirm that you have read and understood this policy.