FAQs

Orders

When will my order be dispatched?

We aim to dispatch all orders within 1–2 business days. During new product launches or promotional periods, dispatch may take slightly longer. You'll receive a confirmation email with tracking details as soon as your order is on its way.

Do you ship internationally?

We currently offer domestic shipping within Australia only. International shipping is not available at this time.

Can I change or cancel my order?

If your order hasn't been dispatched, we'll do our best to help. Please contact us as soon as possible via hello@houseofziv.com.

Shipping

How long will shipping take?

Delivery times vary depending on your location.

• Metro Australia: 2–5 business days

• Regional Australia: 3–8 business days

These are estimated delivery times only.

How can I track my order?

Once your order has been dispatched, you'll receive an email with a tracking link so you can follow your parcel every step of the way.

Returns

Returns and Faulty Items

Please choose carefully, as House of Ziv does not offer returns, exchanges or refunds for change of mind.

We take great care to ensure every order arrives in beautiful condition. If your item arrives damaged, faulty, or does not meet the consumer guarantees under the Australian Consumer Law, please contact us at hello@houseofziv.com with your order number, a description of the issue and photographs where possible.

Depending on the nature of the issue, you may be entitled to a repair, replacement or refund in accordance with the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

What if my item arrives damaged?

We're so sorry. Please email us within 7 days of receiving your order with photographs of the issue, and we'll make it right as quickly as possible.

The Mother's Tote

What is The Mother's Tote made from?

The Mother's Tote is crafted from premium vegan leather with a durable, structured design and thoughtfully selected hardware, created to move effortlessly between motherhood, work and everyday life.

Will a laptop fit inside?

Yes. The spacious interior comfortably fits most laptops up to 35cm, along with your daily essentials.

Does it include an organiser?

The tote includes a removable organiser to help keep your essentials beautifully organised while maintaining the bag's structured shape.

Care

How do I care for my tote?

Wipe clean with a soft, damp cloth. Avoid harsh cleaning products, prolonged direct sunlight and excessive moisture. When not in use, store your tote in its House of Ziv dust bag to help preserve its shape and condition.

House of Ziv

Why was House of Ziv created?

House of Ziv was born from a desire to create timeless pieces that honour motherhood. We believe mothers deserve products that are as beautiful as they are practical, designed to simplify everyday life without compromising on style.

What does "Ziv" mean?

Ziv is a Hebrew word meaning radiance, light, and brightness - a reflection of the beauty, strength and quiet brilliance found in motherhood.

Do you donate to charity?

Yes. Giving back is at the heart of House of Ziv. We donate 10% of our profits each year to support mothers and babies in need, because every purchase helps extend care from one family to another.

Payments

What payment methods do you accept?

We accept all major credit and debit cards, along with secure payment options including Apple Pay, Google Pay and Shop Pay.

Is my payment secure?

Yes. All payments are processed through trusted, encrypted payment providers to ensure your information remains safe and secure.

Still have a question?

We'd love to help.

Email us at hello@houseofziv.com and we'll get back to you as soon as possible, usually within one business day.