Shipping Policy
Shipping & Delivery
We want your order to reach you as smoothly as possible.
Estimated delivery time: 5–7 business days.
While most orders arrive within this timeframe, occasional delays of 2–3 additional business days may occur during busy periods or due to circumstances outside our control.
All orders within Australia include free tracked shipping. Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking details.
If your parcel is confirmed as lost in transit, please contact our Customer Care team and we’ll arrange a replacement at no additional cost.
Tracking Your Order
Once your order has been dispatched, you’ll receive an email containing your tracking number and a link to follow your delivery.
Please allow some time for your tracking information to become active. Occasionally, tracking updates may be delayed even though your parcel is already on its way.
If you have any concerns about your delivery, please contact us at support@thebayhouse-au.com
Returns
We hope you love your order, but we understand that sometimes something just isn’t quite right.
Items may be returned within 30 days of receiving your order, provided they are unworn, unused and returned in their original condition with all tags attached.
Before sending anything back, please contact us at support@thebayhouse-au.com so our Customer Care team can register your return and provide you with the appropriate return instructions.
For change-of-mind returns, including ordering the wrong size, return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping service when returning your order, as we cannot be responsible for return parcels that are lost in transit.
Once your return has been received and approved, your refund will be processed within 7 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible at support@thebayhouse-au.com
Please include your order number and clear photos or video showing the issue so our team can assist you promptly.
Once we’ve reviewed the issue, our Customer Care team will work with you to find the most appropriate solution, which may include a replacement or refund.
Order Changes & Cancellations
We begin processing orders quickly so we can get them on their way to you as soon as possible.
If you need to change or cancel your order, please contact us as soon as possible at support@thebayhouse-au.com
While we cannot guarantee that changes or cancellations will be possible once an order has entered processing, our team will always do its best to assist.
Refused & Uncollected Deliveries
Please ensure that your delivery address is complete and correct when placing your order and that parcels are collected when required.
If a parcel is returned to us because it was refused, left uncollected or an incorrect address was provided, please contact our Customer Care team so we can advise you on the available options. Additional shipping charges may apply.
Need Help?
Have a question about your delivery, tracking or return? Our Customer Care team is always happy to help.
Customer Care Hours
Monday – Friday: 9:00 AM – 6:00 PM
Saturday – Sunday: 12:00 PM – 5:00 PM
Email: support@thebayhouse-au.com