Returns Policy

We’re a small, mother-and-daughter brand. Every piece is cut, beaded, and finished with care. To keep our standards high and our artisans paid fairly, we run a firm but fair returns policy outlined below.


Summary (quick read)

  • Return window: 14 days from delivery (or pickup) for Ready-To-Wear dresses.

  • Refund method: Store credit only

  • Exchanges: Not offered — place a new order with your credit

  • Return shipping: Customer pays; original shipping is non-refundable

  • Final sale (no returns): Made-to-measure/custom garments, altered items, earrings, headpieces, undergarments, sample/clearance

  • Condition: New, unworn, unwashed, unaltered, tags & packaging intact, no scents, marks, or damage

Need help first?
Message us on Instagram, Facebook or email support@houseofthavy.com.


Eligibility & Condition Checklist

To be accepted, returns must meet all of the following:

  1. Initiated within 14 calendar days of the delivery date (or the day you pick up in store).

  2. Item is unused, unaltered, and unwashed with all original tags, labels, hang threads, accessories, and garment bag (if included).

  3. No makeup, perfume, deodorant, body oils, pet hair, pulls, snags, or stains.

  4. Sent back in protective packaging with the Return Authorization (RA) number visible on the label.

We reserve the right to refuse returns that arrive outside the window or don’t meet the condition standards above.


Items that cannot be returned

  • Custom / made-to-measure garments (including any item made from customer-provided measurements, custom color/fabric, or bespoke design)

  • Altered items (any tailoring done by us or by a third party)

  • Earrings, headpieces, hair accessories, undergarments (hygiene)

  • Sample sale / clearance / final sale items (marked on the product page)

  • Store credit


How to start a return

  1. Request an RA number within 14 days:
    Email support@houseofthavy.com with your order #, item(s), and reason.
    (Found a defect? Include clear photos of the issue and the shipping box.)

  2. Pack & ship

    • Use a trackable carrier. We’re not responsible for lost or uninsured returns.

    • Write your RA number on the outer label.

    • Ship to:
      House of Thavy — Returns
      2215 S 7th St, Philadelphia, PA 19148

  3. Processing

    • Allow 5–7 business days after the parcel shows “delivered” to us.

    • Approved returns are issued as store credit (digital gift card) via email.

Prefer to drop off in person? You can return to the store during open hours with your RA number. Hours of Operations: 12pm-6pm EST at 2215 S 7th St, Philadelphia, PA 19148.


Store credit & exchanges

  • We issue store credit only. Use it anytime on houseofthavy.com or in our South Philadelphia storefront.

  • We do not offer direct exchanges. If you want a different size/style, place a new order using your credit.


Late, missing, or incorrect items

  • Wrong item / missing item / damage on arrival: Contact us within 3 days of delivery with photos of the packaging and the item. Keep all materials while we review.

  • Manufacturer defect: If verified, we’ll repair/replace when possible or issue store credit.
    (This does not cover normal wear, accidental damage, or damage caused by improper fit after alterations by third parties.)


Custom orders & alterations

  • Custom / made-to-measure pieces are crafted to your measurements and are final sale.

  • If you prepaid for custom sizing, your first fitting at our South Philadelphia storefront is complimentary.

  • Further alterations are billed separately (typically $50 per additional alteration). Payment can be made in-store or via invoice.

  • Schedule a fitting


Cancellations

  • You may request a cancellation within 2 hours of placing an order. After 2 hours, we can’t guarantee changes as we begin processing quickly.

  • For custom orders, cancellations may not be possible once materials are cut or work has begun.


Shipping & return costs

  • Original shipping costs are non-refundable.

  • You are responsible for return shipping. We recommend a tracked, insured service.

  • If your order used Afterpay/Klarna and you receive store credit, your installment plan continues with the provider. If a refund is approved (rare), the provider will adjust your remaining payments.


Fair use

To protect our small business and artisan partners, we may flag accounts for excessive or worn returns and decline future orders/returns at our discretion.


In-store purchases

In-store purchases follow the same policy: Ready-To-Wear only, 14 days window, unworn, store credit only, no exchanges, final sale exclusions apply. (Custom dresses are the final sale.)


Questions?

  • Email: Support@houseofthavy.com

  • Instagram: @HouseOfThavy

  • Facebook: @ThavyOnlineShop

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


Policy updates

This policy may be updated without notice. The version in effect when you request your RA number will apply to your return.