Exchanges & Returns

Let's dive into the nitty-gritty of Exchanges and Returns…

Feeling a change of heart? ❤️
No problem, most times you can switch things up by returning and exchanging your item for a different style, size, colour & even product.

If there's nothing you need right now, you will be issued with a store credit, more about that below ⬇️

But heads up, refunds aren't our thing if you're just having a change of heart / mind.

Here's how it works | Once we get your returned item back, we'll email over a unique website code. This code is the key 🗝️ to unlocking your store credit.
You can use it on anything you fancy from our website.

There’s no rush to use the code, it doesn't expire.

To make an exchange or return, simply send 📮 the item back to us.
Toss in a note with your name so we can match it up with your order & whip up that credit code just for you.


Please note : In the interests of fairness & equality our T's and C's apply to everyone.
We agree, everyone is special, 🌟 so unfortunately we can't tweak our policies based on how "extra special" someone might feel they are.

✅  Eligible for Exchange or Return :

• Should come back to us within 14 days of you having received them
• Should be rocking their original vibes (unused, unworn, unwashed & no weird stuff like makeup,💄 pet hair 🐱 or cigarette 🚬 smoke etc).
• All the original tags and packaging should still be there
• Obviously they can't be branded with a business logo or your name.
• Basically, the item should be in "like new" condition, as it was when it was shipped to you.

❌  Not Eligible for Exchange : 

• Custom branded products (sorry we can’t do anything with it once it has your name or logo on it and no we can't remove branding once it's been added)
• Headwear, Socks & underwear (there’s some obvious health & hygiene considerations here)
• Items marked as being on clearance (this will be noted on the product description page)

Important Note : If you are returning 6 or more items, unfortunately a bulk restocking fee applies. This amount will be deducted from your credit.

Our minimum restocking fee of $27.50 (inc gst) applies to all returns containing 6 or more items totalling under $270 inc gst.

For returns totalling over $270 inc gst, the restocking fee is 10% of the value of the items being returned.
 

🐘 Let's discuss the elephant in the room, Change of Mind 🧐

If you're having second thoughts about the product, it's all good! Maybe the colour's not vibing, the style's not your jam or you've picked the wrong size.
In short, change of mind is when you decide the product isn't your cup of tea, 🫖 for whatever reason.

This also extends to a whole range of fun “excuses” or "reasons", like
“it scared my dog”,  “I was drunk when I ordered it”,  "it was midnight when I ordered and I couldn't see properly",  "your website entered my card details without my knowledge & pressed checkout",  “my cat pressed enter on the keyboard & accidentally ordered it”,  “I’m going overseas tomorrow & thought if I ordered it at 2am on Sunday night it would be delivered by 9am Monday morning”,  “I quit my job”,  “it doesn’t match my hair”,  “I thought I would lose weight”,  “I ate too much Banana Cake during Covid & it doesn’t fit”, " my staff member quit",  “I’m joining a nudist colony so have no need for clothes anymore”... you get the gist (yes, these are all real life examples of things we’ve been told 🤣 ..except for maybe the last one!)
But these are all examples of "I changed my mind".

Barbara, our Customer Service Maestro is a seasoned professional, she's heard it all before. Whilst she’s trained the customer service team to help you out as best they can, there are limits to what can be done, especially when we get the feeling that the truth might be being stretched a little bit.

This also extends to "cancellations". Which is another way of saying "I changed my mind".
Unfortunately we can not cancel your order once you hit submit on the website. Which is why we ask you to please check your cart carefully before you hit submit. Once your order is live in our system it's much like a bullet train 🚅 impossible to stop!

If you need to alter something on your order such as size, colour, delivery address etc please email 📧 us pronto!
Let us know what changes need to be made & we'll do our best to make it happen.
Changes to orders must be made in writing so we can keep track of things, so please email 📧

The best email is info@houseofuniforms.com.au
It also helps if you can provide your order number to help us locate your order quickly.


A Quick Chat About Unboxing & Reboxing | We understand that you'll no doubt be excited 🥳 to receive your delivery from us.
But please be careful when you're unboxing your goodies to avoid any mishaps, especially with sharp, pointy tools, like scissors & knives.


We're all about tracking, so sending stuff back with a tracking method is like adding a GPS to your package 🚚.
If we don’t get it back & you don’t know where it’s gone we can’t process your exchange.

When your return lands with us, give us up to 5 business days to work our magic.
Once processed, our customer service team will sling shot that credit code into your inbox 📧

Keep in mind you will need to be logged into our website, under the email address you registered with, for your code to work. Your code is unique to your email address.

New goodies can only start their journey 🚛 to you once the returned items are back, processed & have been given the "thumbs up" 👍 by our returns team.

Oh, & just a heads-up | we don't cover freight fees or provide return labels to send items back to us for exchange.


Problems with Returns | If, in our opinion, the return isn't totally on board with the terms above, we'll drop you a line 📧 & discuss the options with you.

We also keep an eye 👀 on individual return patterns for any funny business. If returns start to seem a bit too frequent, we might need to pump the brakes.


Faulty Products | In the unlikely event that you've snagged a faulty item, please reach out to us via 📧 email. Our customer service team will help sort it out.

They will likely ask you to email through a clear photo 📸 of the issue.
We'll compare these with pre shipment photos of your order.
If things are still unclear, we might ask you to send the product back for a closer look.
If we confirm the defect looks legit, we'll fix or replace the product as quickly as we can.


None of these points alter your statutory rights under Australian Consumer Law. You can read more about those rights at the link below.
Feel free to head over to the ACCC website if you need more information.


🚨 Abuse Alert | We get that solving 🧐 problems can be a challenge for some, but let's keep it cool.
Our customer service team is here to help but they won't be able to assist if things get ugly, whether on the phone, in person, on the email or on social media. 
Let's keep things friendly!