Refund policy
The short version
Most pieces can be returned for a refund to the original payment method, or exchanged for size, if you email us within 14 days of delivery and they come back unworn, unwashed, unaltered and in their original packaging with tags attached. Exchanges ship free; the return label for a refund costs a flat $8, deducted from the refund. Some pieces can't be returned — see below.
How to start a return
Email hello@houseofmena.com within 14 days of delivery with your order number and the pieces you'd like to return. We'll reply with instructions and, if the piece can be returned, a return authorization and a date to post it by. Returns sent without authorization, requested more than 14 days after delivery, or posted after that date may be refused or sent back to you.
We plan to take returns in person at 1194 S La Brea once the house opens. Until then, every return goes by post.
Return shipping
Exchanges for size: we cover the return label. Refunds: the return label we send costs a flat $8, deducted from your refund, unless the piece is faulty or we sent the wrong item. If you use our label, keep the drop-off receipt — once the carrier scans it in, we'll sort out any transit issue with them. If you post it yourself, the piece is your responsibility until it reaches us, so please use a tracked service and keep your receipt and tracking number.
What can't be returned
We can't take these back for a change of mind. If one arrives damaged, faulty or isn't what you ordered, the "Faulty or incorrect items" section below still applies.
- Pantry, food and refrigerated goods, for food-safety reasons
- Soap, skincare and body products once unsealed or used
- Earrings, for hygiene
- Gift cards
- Pieces marked Final Sale at checkout
- Made-to-order pieces — size exchange only, where the atelier can offer it; refunded if faulty, or if we can't ship within the lead time we gave you and you'd rather not wait
Inspection and condition
Returned pieces are checked when they reach us. Pieces that show wear, washing, alteration, marks or scent, or come back without their packaging or tags, may be refused and sent back to you, or refunded at a reduced amount at our discretion.
Faulty or incorrect items
If a piece arrives damaged or isn't what you ordered, email us within 7 days of delivery with your order number and photos, as our shipping policy asks, so we can take it up with the carrier. If a fault appears under normal wear, you have 60 days from delivery to tell us. Where we confirm the fault, we'll replace or refund it in full, including shipping both ways. Wear and tear, misuse, or damage from care against the label isn't a fault. Small variations in color, stone and finish are part of handmade work, not defects.
Refund timing
Refunds go to the original payment method, normally within 5 business days of the piece passing inspection. Your bank or card issuer may take a further 5–10 business days to post it. Original shipping charges aren't refunded unless the piece was faulty, arrived damaged, or wasn't what you ordered.
Questions
Email hello@houseofmena.com — we read everything.