Returns & Exchanges

Barbara’s Guide to Getting Things Sorted

Hi, Barbara here, Head of Customer Service at House of Uniforms.

If something in your order isn’t quite right, don’t stress. We’ll help you get it sorted.
Most of the time we can exchange your item for another size, colour, style or product.

If you don’t need anything right now, we’ll issue a store credit that you can use later.

Just a quick heads up though, refunds aren’t offered for change of mind purchases.

Let's walk through how we work.

Barbara’s Fairness Policy 😇

We apply our return terms equally to everyone. Yes, everyone is special, but our policies still apply to everyone the same way. It keeps things fair for all customers.

How Returns Work 🏗️

Once your return arrives back to us, we’ll email you a unique store credit code.
That code can be used on anything on our website.
There’s no rush to use it, your store credit doesn’t expire.

To start a return or exchange, simply send the item back to us and include a note with:

• Your name
• Your order number

That helps us match the return to your order quickly so we can get your credit sorted.

✅ Eligible for Exchange or Return

Items must:

• Be returned within 14 days of delivery to you
• Be unused, unworn and unwashed
• Be free from makeup, pet hair, smoke or other marks
• Include all original tags and packaging

In short, returned items should look exactly like they did when you received them.

Items must not be branded with your business logo or name. Once branding has been added, the item can’t be resold by us.

❌ Not Eligible for Return or Exchange

The following items cannot be returned:

• Custom branded garments
• Headwear, socks and underwear (for hygiene reasons)
• Clearance items (these are marked on the product page)

Bulk Returns & Restocking Fees 📦

If you're returning 6 or more items, a restocking fee applies. This helps cover the time involved in checking, processing and returning large quantities of stock.

For returns totalling under $270 (inc GST)
A $27.50 restocking fee applies.

For returns totalling over $270 (inc GST)
A 10% restocking fee applies.

The fee is deducted from your store credit.

The Elephant in the Room...🐘 Change of Mind

Let’s talk about change of mind.

Maybe:

• The colour isn’t quite right
• The size isn’t what you expected
• The style isn’t to your liking

No problem, that’s what exchanges and store credit are for.

Over the years we’ve heard some very creative ways of saying "I changed my mind", including:

• “My dog didn’t like it”
• “I ordered it after a few drinks”
• “I thought I’d lose weight”
• “My cat walked across the keyboard and ordered it”
• “I quit my job"
• “It was midnight when I ordered and I couldn't see properly"
• “Your website entered my credit card details without my knowledge and pressed checkout!"

True stories, we’ve heard them all.

Barbara has been in customer service a long time. She understands that sometimes people simply change their mind. That’s perfectly fine, but we’ll follow the return process outlined on this page.

Order Changes & Cancellations 🛑

Once you place an order, it enters our system very quickly. Think bullet train fast.

Because of this, orders cannot be cancelled once submitted. That’s why we always recommend checking your cart carefully before completing the checkout process.

If you need to change something like:

• Size
• Quantity
• Colour
• Delivery address

Email us as quickly as possible. There’s sometimes a small window where we can catch it before it's too far down the line.

Email us at: info@houseofuniforms.com.au
Please include your order number to help us locate the order quickly.

Unboxing Tip from Barbara 🎁

We know it's exciting when your order arrives. But please be careful opening packages, especially if you're using scissors or knives. It’s surprisingly easy to cut the contents while opening your parcel. (It happens more often than you'd think.)

Sending Your Return Back 🛍️

Please send returns using a tracked shipping method. If a parcel goes missing and there’s no tracking, unfortunately we can't process your return.

Once your return arrives with us, allow up to 5 business days for processing. As soon as everything checks out, we’ll send your store credit code by email.

One small favour from Barbara...
If tracking shows your parcel arrived to us at 10:23am Monday morning, please don’t call at 10:26am that same day asking where your credit code is. Give the team a little time to process it.

Using Your Store Credit 💵

To use your credit code you must:

• Be logged into the website
• Use the same email address connected to your order

Your credit code is unique to your account and email address.

Once your return has been processed and approved, your exchange order can begin its journey back to you.

Return Shipping 🚚

Please note: Return shipping costs are not covered by House of Uniforms, we do not provide return labels.

Returns That Don’t Meet the Criteria ❌

If a returned item doesn’t meet the conditions above, we’ll contact you to discuss the options.

We also monitor return activity to ensure the system is being used fairly. If return patterns become excessive, we may need to review future return requests.

Faulty Products 😥

If you believe your item is faulty, please email our Customer Service team. We’ll usually ask for a clear photo of the issue so we can assess it quickly.

We may also compare this with the pre-shipment photos taken before your order left our warehouse.

If needed, we may ask for the item to be returned for inspection.

If a genuine fault is confirmed, we’ll repair or replace it and resolve the issue as quickly as possible.

Your Consumer Rights ⚖️

Nothing in this policy overrides your rights under Australian Consumer Law.

You can learn more about those rights here:

• ACCC
• Consumer Affairs

One Last Thing 👍

Our customer service team is here to help and they genuinely want to solve problems. But we expect conversations to stay respectful. Abusive or threatening behaviour toward our team, whether by phone, email, in person or online, won’t be tolerated. Let’s keep things friendly and productive.