Customer Help

Answers to common questions. Please email if you need additional assistance.

All items ordered and paid for will ship within 2-3 business days unless otherwise noted in the product description. Shipping times vary by location. Please visit shipping and delivery for more information.

Right now, only shipments to Australia are required to pay 10% GST. Please visit here for more information.

Our suppliers have fulfillment centers in the US and in China. As such, you may receive more than one package if you ordered multiple items.

We work hard to send your orders as quickly as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in process to be shipped. This unfortunately means NO changes can be made to your order once it is placed.

Your satisfaction is our #1 priority and we will work hard to ensure your experience is smooth and hassle-free.

You can request a full or partial refund if:

  • You receive the wrong product

  • The product is missing components (e.g. parts of a set)

  • The product is damaged

  • You don’t receive your full order within 45 days. If you received a partial order within 45 days, we will refund you for the other products not received.

  • Due to logistical reasons, your refund request must be made within 24 hours of confirmed delivery or we cannot issue the refund.

Please note that items may be sent in different packages depending on fulfillment center (US or China). If your entire order does not arrive within 45 days of purchase, we will issue you a full refund. If you received a partial order within 45 days, we will issue a refund for the items not received, or items received late.

If your item arrives damaged, contact us at within 24 hours of receipt. Please send us a picture of the damage so we can forward to the appropriate channels.

If you received a different item than what you ordered, we will issue a full refund for that item. Contact us at within 24 hours of receipt.

Unfortunately, there are some situations where we cannot issue a refund

  • If your refund request is not made within 24 hours of delivery. 

  • If you provide an incorrect shipping address

  • If your package is stolen

  • Custom-made costumes

If you wish to exchange an item, please refer to the refund terms above. You would need to request a refund on those terms and place a new order.

© House of Braavosi 2019