RETURNS, EXCHANGES, REFUNDS & SHIPPING POLICY

Last updated: 24 September 2026

At House of Stanbury, we hope you love every piece you order. However, we understand that sometimes something may not be quite right.

This policy explains our returns, exchanges, refunds, cancellations and international shipping terms for purchases made through houseofstanbury.com.

House of Stanbury is operated by Bust The Label FZ-LLC.

Nothing in this policy is intended to limit or exclude mandatory consumer rights that may apply to you under the laws of your country or jurisdiction.

RETURNS

If you change your mind about an eligible purchase, you may contact us to request a return within 14 days of receiving your order.

Once your return has been approved, your item must be dispatched back to us within 14 days.

To request a return, contact houseofstanbury@gmail.com with your order number and details of the item or items you wish to return.

Please do not send an item back before contacting us. Our team will provide the appropriate return instructions and return address.

RETURN CONDITIONS

To qualify for a change-of-mind return, items must be:

·       Unused, unworn and in their original condition.

·       Free from marks, make-up, perfume, deodorant, damage or signs of wear.

·       Returned with all original tags, labels and accessories attached or included.

·       Returned with any dust bags, boxes or product-specific packaging supplied, where reasonably possible.

·       Suitably packaged to prevent damage during return transit.

To the extent permitted by applicable law, we reserve the right to refuse a return or make an appropriate deduction from a refund where an item has been worn, used, damaged or handled beyond what would reasonably be necessary to inspect it.

ITEMS THAT CANNOT NORMALLY BE RETURNED

Unless faulty, damaged, incorrectly supplied or otherwise required by applicable law, we cannot normally accept returns or exchanges of:

·       Personalised or customised products.

·       Bespoke products.

·       Products made to a customer's individual specification.

·       Made-to-order personalised pieces.

·       Items specifically identified as final sale or non-returnable.

·       Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken, where applicable.

Where an item is handmade, handwoven or made to order but has not been personalised or made to your individual specification, any specific return conditions will be stated on the relevant product page or confirmed by our team.

PERSONALISED & MADE-TO-ORDER ITEMS

Many House of Stanbury pieces are special because they are handmade, handwoven, personalised or created to order by skilled artisans.

Personalised, bespoke or customised products made to your individual specification are generally final sale and cannot normally be returned or exchanged because you have changed your mind.

This does not affect rights relating to faulty, damaged, incorrectly supplied or misdescribed products.

For personalised orders, cancellation requests should be made within 12 hours of placing your order, as production may begin shortly afterwards.

EXCHANGES

Eligible items may be exchanged subject to stock availability and the conditions of this policy.

Please contact houseofstanbury@gmail.com before returning an item for exchange.

Unless an item is faulty, damaged or incorrectly supplied, the customer is responsible for:

·       Returning the original item.

·       Shipping the replacement item.

·       Any applicable customs duties, taxes, import charges or other costs associated with the exchange.

We may request payment of the replacement delivery charge before dispatch.

Personalised, bespoke or customised pieces cannot normally be exchanged unless faulty or incorrectly supplied.

RETURN SHIPPING COSTS

For change-of-mind returns, customers are responsible for arranging and paying for return shipping unless otherwise required by applicable law.

Original shipping charges are generally non-refundable, except where required by applicable law.

We strongly recommend using a tracked and appropriately insured delivery service, particularly for high-value items.

Please retain proof of postage and tracking information.

House of Stanbury cannot accept responsibility for returned goods lost or damaged before being received by us, except where responsibility cannot legally be excluded.

INTERNATIONAL RETURNS, DUTIES & TAXES

House of Stanbury ships worldwide and accepts eligible international returns.

Orders may be subject to customs duties, import taxes, VAT, brokerage fees or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.

For change-of-mind returns, House of Stanbury does not reimburse customs duties, import taxes, brokerage charges or other third-party fees, except where required by applicable law.

Customers are responsible for complying with customs requirements when returning goods internationally and should identify the shipment as a returned item where appropriate.

REFUNDS

Once a returned item has been received and inspected, we will notify you regarding your refund.

Approved refunds will normally be made to the original payment method.

Original shipping charges are generally non-refundable for change-of-mind returns unless otherwise required by applicable law.

Return shipping charges, customs duties, import taxes and third-party fees are also generally non-refundable.

Where permitted by applicable law, we may make an appropriate deduction if the value of returned goods has been reduced through use, damage or excessive handling.

After we issue a refund, additional processing time may be required by your bank, card issuer or payment provider.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order as soon as possible after delivery.

If an item arrives faulty, damaged, incorrectly supplied or materially different from its description, contact houseofstanbury@gmail.com as soon as reasonably possible.

Please provide:

·       Your name.

·       Order number.

·       Description of the issue.

·       Clear photographs of the product and, where relevant, its packaging.

Please do not return the item before contacting us.

Where House of Stanbury is responsible for a return, we will cover reasonable return costs or arrange an appropriate return or collection.

Depending on the circumstances and applicable consumer rights, we may offer a repair, replacement, refund or other appropriate remedy.

LARGE, BULKY, FRAGILE & HOMEWARE ITEMS

Please contact us before returning furniture, oversized, fragile, bulky or certain homeware items.

For change-of-mind returns, customers are responsible for return transportation costs unless applicable law provides otherwise.

Specialist collection, courier services or additional packaging may be required.

We do not normally reimburse third-party courier, collection, dismantling, installation, reassembly or specialist packaging costs for change-of-mind returns.

Returned items must be appropriately protected for transport.

CANCELLING OR CHANGING AN ORDER

Please contact houseofstanbury@gmail.com as soon as possible if you need to cancel or change an order.

If your order has not yet been packed, placed into production or dispatched, we will do our best to accommodate your request.

We cannot guarantee changes or cancellations once processing or production has begun.

For personalised orders, cancellation requests should be made within 12 hours of placing the order.

Mandatory cancellation rights under applicable consumer law remain unaffected.

SHIPPING & DELIVERY

Orders are shipped promptly unless otherwise stated on the product page.

Some House of Stanbury pieces are handmade, handwoven or created to order by skilled artisans and may take longer to prepare and dispatch.

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

Delivery and dispatch times are estimates and may be affected by customs clearance, courier delays, local procedures or circumstances outside our reasonable control.

INTERNATIONAL SHIPPING

House of Stanbury ships worldwide.

Customers are responsible for checking any local import restrictions applicable to the products they order.

International orders may be subject to customs duties, import taxes, VAT, brokerage charges or other local fees.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge and are the customer's responsibility.

House of Stanbury does not control these charges and cannot predict their amount.

FAILED DELIVERIES, REFUSED SHIPMENTS & INCORRECT ADDRESSES

Customers are responsible for providing complete and accurate delivery information.

Where an order is returned because:

·       An incorrect or incomplete address was provided.

·       Delivery was refused.

·       Reasonable delivery attempts were unsuccessful.

·       A package was not collected within the required timeframe.

we may deduct or charge reasonable costs associated with the failed delivery, return shipment, customs charges and redelivery, where permitted by applicable law.

LOST OR MISSING ORDERS

If tracking indicates that an order has been delivered but you have not received it, or your shipment appears lost in transit, please contact houseofstanbury@gmail.com as soon as possible.

We will work with the relevant delivery provider to investigate.

SALE & PROMOTIONAL ITEMS

Unless expressly stated otherwise, eligible sale and promotional items are subject to the same return conditions contained in this policy.

Where an item is identified as final sale or non-returnable, this will be stated where appropriate.

Final-sale restrictions do not affect mandatory rights relating to faulty, damaged, incorrectly supplied or misdescribed products.

PROOF OF PURCHASE

We may request proof of purchase before processing a return, exchange or refund.

Products purchased through another retailer, marketplace or third-party seller must normally be returned to the original place of purchase.

YOUR CONSUMER RIGHTS

This policy operates alongside, and does not replace, exclude or restrict, any mandatory consumer rights available under the laws applicable to you.

Consumer protection laws vary internationally and you may have additional rights relating to cancellations, returns, faulty products and refunds.

Where this policy conflicts with a mandatory consumer protection right applicable to your purchase, that mandatory right will take precedence.

BUSINESS & CONTACT INFORMATION

House of Stanbury is operated by:

Bust The Label FZ-LLC
Trading as: House of Stanbury
Licence Number: 5031771

Registered Address:
FDBC3236
Compass Building
Al Shohada Road
Al Hamra Industrial Zone-FZ
Ras Al Khaimah
United Arab Emirates

Email: houseofstanbury@gmail.com
Website: houseofstanbury.com

Please include your order number when contacting us about an order, return, exchange or refund.