Frequently asked questions
GENERAL
How do I contact GUEST HOUSE?
Our Client Services team is available to assist you by email at contact@guesthouseworld.com.
ORDERS
How do I place an order?
You do not need to create an account to place an order. Select your desired product and size, then click ADD TO BAG. Once you have made your selection, click CHECKOUT to complete your payment and delivery details. You will receive a confirmation email once your order has been processed.
Can I amend my order once it has been placed?
Once an order has been confirmed, we are generally unable to amend it. If you wish to change the size of a product, we recommend placing a new order and returning the original item. For any questions, please reach out to contact@guesthouseworld.com.
Can I cancel my order?
If you contact us shortly after placing an order and prior to receiving a confirmation email, we may be able to cancel it. However, once your order has been confirmed, we are generally unable to cancel it. You will still be able to return the item according to our returns policy.
What if an item is sold out?
You may add your email address to the waitlist on the product page to be notified if and when the item becomes available again.
SHIPPING & DELIVERY
Where do you ship to?
We offer complimentary DHL Express shipping to the United States, Canada, United Kingdom, Europe, Australia, New Zealand, Asia & the Middle East.
If you have a question about shipping to a certain country, please reach out to us at contact@guesthouseworld.com
How long does shipping take?
All orders are shipped via DHL Express. Orders are typically processed within 24-48 hours of being placed. From the point of order confirmation, we estimate your order will arrive within 2-4 business days.
How can I track my order?
After your order has been confirmed and shipped, you will receive a shipping confirmation email with tracking information.
Are duties and taxes included in my order total?
Duties and taxes are not included in the order total. Duties and taxes may apply depending on your location.
RETURNS & EXCHANGES
What is your return policy?
Items purchased on guesthouseworld.com are eligible for return within 14 days of delivery, provided they are returned unworn, unwashed, unaltered, and in their original condition with all tags attached. Returns are accepted at our sole discretion.
To receive a full refund, products must be returned in the condition they were received. We are unable to accept items that show signs of wear.
How do I process a return?
Please reach out to contact@guesthouseworld to initiate your return. Our team will provide you with return instructions and a shipping label.
When will I receive my refund?
Following inspection and acceptance of your return, you will receive confirmation via email that a refund has been issued. Please allow up to 10 business days for the refund to appear in your account due to varying card processing times.
Can I exchange an item?
If you would like to exchange an item for a different size, please reach out to contact@guesthouseworld.com.
ABOUT OUR PRODUCTS
Where are Guest House products made?
Our pieces are made in Portugal by specialist makers known for exceptional craftsmanship and material integrity.
What materials do you use?
We prioritize the use of natural materials - Italian virgin wool and organic cotton. Each fabric is chosen for its quality, durability, and longevity.
How often do you release new products?
Guest House operates on a seasonal model with limited collections released throughout the year. We do not produce excess inventory.