Help & FAQs

Welcome to House of Thavy support. Find answers to the most-asked questions below. If you still need a hand, see Contact us at the end.

 

Orders & Shipping

When will my order ship?

  • Ready-to-wear in stock: dispatch within 1–3 business days.

  • Custom / made-to-measure: please allow an extra 3–7 business days for tailoring prior to dispatch.

  • Peak periods may require additional time. If that happens, we’ll email you proactively.

  • A shipping confirmation + tracking link will be sent as soon as your parcel leaves us.

  • Review Delivery & Shipping for details.

Where do you ship?

Currently U.S. only. If/when international delivery opens, we’ll announce it across our site and socials.

Can I change or cancel my order?

You may request changes or cancellation within 2 hours of placing your order. After that window we’ve likely begun processing, but contact us and we’ll do our best. We’re here to help:

  • Email: Support@houseofthavy.com

  • Instagram: @HouseOfThavy

  • Facebook: @ThavyOnlineShop

  • Response time: Typically 1hr-3hr on weekdays through socials. 24h-48hrs by email.

How do I track my order?

Use the tracking link in your shipping email or the tracking page.

My parcel shows “Delivered” but I can’t find it.

Please check with household members/neighbors/building management, then contact the carrier with your tracking number. If it hasn’t turned up within 48 hours, contact us and we’ll assist.

 

Returns, Exchanges & Faulty Items

What is your returns policy?

  • Returns accepted within 14 days of delivery for unused items, in original packaging with tags.

  • Refunds are issued as store credit; we do not offer cash/card refunds.

  • No exchanges at this time.

  • Final sale: custom/made-to-measure pieces, earrings, headpieces, and other hygiene-sensitive items.

How do I start a return?

Submit a request through our returns portal or contact us with your order number and item details. Review the full step-by-step instructions here.

What if my item is faulty?

Email us within 7 days of delivery with your order number and clear photos/video of the issue. We’ll review promptly and make it right.

 

Sizing, Custom & Fittings

How do I choose my size?

Refer to our detailed Size Guide with garment measurements and fit notes.

 

Do you offer custom sizing or alterations?

Yes.

  • Providing measurements for custom sizing adds $50.

  • If you prepay for custom sizing, your first fitting is complimentary at our South Philly storefront; further alterations are typically $50 each.

  • Review the pick up & fitting page and book a fitting here after purchasing.

An item is sold out—will it restock?

Key styles restock in limited runs. Select “Notify me when available” on the product page to receive an email alert.

 

Materials, Craft & Care

What materials do you use?

We specialise in traditional Khmer textiles:

  • Silk (Hol Ikat & twill-patterned silks): prized for lustre and durability—often used for formalwear such as sampot.

  • Cotton: breathable and robust for daywear.

  • Krama weaves: versatile checked scarves; modern versions may blend cotton with synthetic fibres for strength and easy care.

Signature garments

  • Sampot: a wrapped skirt with variations by occasion and status.

  • Sbai (Sabai): a graceful shoulder drape, commonly paired with a sampot.

  • Krama: an everyday woven scarf used across Cambodia.

Textile techniques

  • Hol (weft ikat): patterns dyed into the weft prior to weaving for soft, complex motifs.

  • Twill-patterned silks: intricate diagonal weaves that create depth and sheen.

As our textiles are artisan-made, slight variations in colour or motif are part of their character.

Care guidance

  • Silk, hand-woven and embellished pieces: dry clean or spot clean only.

  • Delicates: gentle hand wash cold; lay flat to dry.

  • Do not iron directly over embroidery or embellishment—steam lightly instead.

  • Store in breathable garment bags away from direct sunlight.

Jewellery & headpieces

Keep away from water, perfume and lotions. Wipe with a soft dry cloth and store in a pouch. Plated finishes may naturally patina with wear.

 

Payments & Storefront

What payments do you accept online?

Major cards and wallets shown at checkout (e.g., Visa, MasterCard, AmEx, PayPal, Apple Pay, Google Pay, Afterpay, Klarna, Zelle, Cash.).

Do you accept in-person payments?

At our storefront you may pay by Cash or Zelle.

Storefront: 2215 S 7th St, Philadelphia, PA 19148
Hours of Operations: 12pm-6pm EST | Monday - Saturday

 

Sustainability & Ethics

Who makes your pieces?

Our collections are crafted by local Cambodian artisans primarily in Phnom Penh working in safe conditions and paid fair rates. We produce in small batches to minimise waste and maintain quality. We do not mass-produce in large factories. Review our About Us page.

 

Gift Cards

Gift cards are not currently available.

 

Contact us

We’re here to help.