FREQUENTLY ASKED QUESTIONS
Your burning questions answered.
Where are you located?
We're based out of Melbourne, Australia. However, our workshop is located in Delhi, India.
Where are your items shipped from?
All of our garments are made-to-order - this means we begin production on your garment once your order is received. As our pieces are produced in India, all items are shipped from India.
What is the average turnaround time for orders?
You can expect shipping of most formal-wear within 4-8 weeks from the date of purchase, depending on the nature of the order. Although we make every effort to accommodate rush orders, such requests may incur an additional fee. We will not accept a rush order unless we can reasonably foresee its completion within your required timeframe.
Bridal wear requires a minimum of eight weeks from the date of confirmation, however this is highly dependent on the finer details of the order. We will advise what is and is not feasible within your deadline during your consultation. To ensure a stress-free experience, we strongly recommend placing orders well in advance (a minimum of four-six months).
Can your pieces be customised to my requirements?
We'd love for you to make our pieces your own. Whether you want to add sleeves, remove them or change the silhouette, we're always open to customising our garments to fit your needs. To initiate a customisation request, please email us at firstname.lastname@example.org. Don't forget to include your order number so we can quickly reference your request.
Your standard sizes do not seem to accommodate my specific measurements. Can I request a customised size?
We acknowledge that each individual has unique measurements that may not be catered to by our standard sizes. Hence, we take great pride in offering a bespoke tailoring service for all of our pieces at no extra cost. When placing your order, kindly select the "Tailored" option, and our dedicated team will promptly reach out to you to gather your measurements.
What is your returns and refunds policy?
Given that all of our garments are made-to-order, all sales are considered final. We do not provide returns or exchanges for change of mind. Nevertheless, we may consider issuing credit notes at our discretion for items that are deemed faulty. A product is deemed faulty if it arrives damaged and it is within our discretion to make that determination. To ensure safe delivery, all orders are photographed before shipping and are packaged with care.
It should be noted that a product is not deemed faulty if it has been damaged as a result of normal wear and tear or as a result of the inherent properties of the fabrics or materials utilised. Furthermore, it should be emphasised that a made-to-measure item cannot be considered faulty on account of fitting issues that arise from customer-provided measurements or due to a significant change in measurements. House of Musafir will offer to repair faulty items if they are reported within 2 business days of delivery.
If you require assistance with your order or wish to report a faulty item, please do not hesitate to contact us at email@example.com.
Can I view your collection/work in person?
Viewings are available in Melbourne by appointment only. Please contact us via our 'Contact Us' page here or email us at firstname.lastname@example.org to book a viewing appointment.
Do you ship internationally?
Absolutely! Our shipping services reach every corner of the world, making our exceptional products and bespoke services accessible to anyone, anywhere. Whether you're indulging in the excitement of city living or exploring the untamed wilderness, we've got you covered.