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?

Depending on the product, duties and taxes are determined by your delivery country and calculated at checkout.
PAYMENTS
What payment methods do you accept?

We accept Visa, Mastercard, Apple Pay, Google Pay and PayPal.

If you would like to pay using American Express, please checkout via PayPal.
Is my payment secure?

All transactions on our website are processed through our secure payment provider, Stripe. To safeguard your purchase, you will be asked to enter your CVV code per transaction. As an additional safety measure, you may be asked by your card provider to authorize payment through a one-time password or authentication method.
Why was my payment declined?

If your payment has been declined, please ensure your card information is accurate, up-to-date, and still active. If there is still an issue with your payment, we suggest contacting your card provider.
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.

Guest House is unable to cover return shipping costs. We recommend sending items back via a registered or trackable service, as we are not liable for goods lost or damaged in transit. Please be aware that any duties, and taxes are non-refundable, and return shipping charges are the responsibility of the customer, except in the case of faulty goods.
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?

We're happy to offer complimentary exchanges on all Australian domestic orders.

Australian customers may request an exchange within 14 days of receiving their order. Items must be unworn, unused, and in their original condition with all tags intact. Once your exchange is approved, we'll take care of the rest at no cost to you.

For international orders, we do accept exchanges; however, the cost of return shipping, duties, and any associated customs fees remain the responsibility of the customer. We strongly recommend using a tracked service, as Guest House cannot be held responsible for items lost on their way back to us.

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.