Frequently asked questions
We know that ordering something new can come with a few questions. Here you'll find answers to some of the things we're asked most often.
About The Post House
What is The Post House?
The Post House is a curated collection of timeless pieces from thoughtful makers around the world.
Like letters waiting to be delivered, each piece carries a story from its maker and a journey waiting to continue. We carefully select pieces that we believe are made to be lived with, loved, and kept.
Where do your products come from?
Our collection brings together products from independent makers and thoughtful brands around the world.
Because each piece has its own origin and journey, products may be shipped from different locations depending on the item.
You'll find more information about a product's origin, materials, and shipping details on its individual product page where available.
Are all products available for immediate dispatch?
Availability varies by product. Some pieces are ready to be dispatched, while others may require additional processing time.
The estimated processing and delivery time is shown on the relevant product or shipping information before you place your order.
Orders
How do I place an order?
Simply choose the piece you'd like, select any available options such as size or colour, and add it to your basket.
Once you're ready, proceed to checkout and follow the steps to complete your order.
You'll receive an order confirmation by email once your purchase has been successfully placed.
Can I change or cancel my order?
If you need to make a change or cancel your order, please contact us as soon as possible after placing it.
We may be able to make changes before your order has been processed or dispatched. However, once an order has entered processing or has been shipped, we may no longer be able to make changes.
I haven't received my order confirmation. What should I do?
Please check your spam or junk folder first.
If you still can't find your confirmation email, please Contact Us with the name and email address used when placing your order, and we'll be happy to help.
Shipping & Delivery
Where do you ship?
We ship to a growing number of destinations around the world.
Available shipping destinations, delivery estimates, and shipping costs may vary depending on the product and destination. The available options will be shown at checkout.
How long will my order take to arrive?
Delivery times vary depending on the product, its dispatch location, and your destination.
You'll find an estimated delivery timeframe on the product page and/or at checkout.
Please note that international deliveries may occasionally take longer due to customs processing or circumstances outside our control.
Will my order arrive in one package?
Not necessarily.
As our collection is sourced from makers and brands around the world, items from the same order may sometimes be shipped separately.
If this happens, you'll receive separate tracking information where available.
How can I track my order?
Once your order has been dispatched, we'll send you a shipping confirmation email with tracking information when tracking is available.
Please allow a little time for tracking information to become active after dispatch.
Will I have to pay customs duties or import taxes?
For international orders, customs duties, import taxes, or other local charges may apply depending on your destination.
These charges are determined by the destination country and are generally the responsibility of the customer.
We recommend checking your local customs regulations before placing an international order.
Returns & Refunds
What is your return policy?
We want you to be happy with your purchase.
If you change your mind about an item, you may be able to return it subject to the conditions outlined in our Return & Refund Policy.
Please check the policy before sending anything back, as certain products may not be eligible for return.
How do I return an item?
Please contact us before returning your order.
We'll provide you with the information you need to arrange your return. Items must generally be returned in their original condition and packaging.
For full details, please see our Return & Refund Policy.
When will I receive my refund?
Once your return has been received and inspected, we'll process your refund in accordance with our Return & Refund Policy.
After your refund has been issued, the time it takes for the funds to appear in your account may vary depending on your payment provider or bank.
What if my item arrives damaged or faulty?
We're sorry if something isn't quite right.
Please contact us as soon as possible after receiving your order, ideally with your order number and clear photographs of the item and packaging.
We'll review the issue and work with you to find the best solution.
Products
How do I choose the right size?
Sizing can vary between makers and brands, so we recommend checking the size guide provided on the individual product page before ordering.
If you're unsure about a particular item, please Contact Us and we'll do our best to help.
Are your products made by independent makers?
Many of the pieces in our collection come from independent makers and considered brands around the world.
We look for products with character, thoughtful design, and a sense of place — pieces that feel worth discovering.
How should I care for my item?
Care instructions vary depending on the material and product.
Where care information is available, you'll find it on the individual product page or with the item itself.
Something Else?
I still have a question. How can I contact you?
We'd be happy to hear from you.
If your question isn't answered here, please visit our Contact Us page and send us a message.
We'll get back to you as soon as we can.