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General Terms & Conditions

General Terms & Conditions

Please ensure you have read through our terms & conditions prior to submitting your order. The terms & conditions contain important information about order processing, branding, delivery times, returns & exchanges and other important information.

How we process your order
If you submit an order to us we will process it through our production team within 2 hours of it's receipt. Please note, once this happens we are unable to make any changes to the order. If you realise you have made an error or need to make a change to you order please contact us via phone on 03 9555 7797 immediately.

If you are submitting a quote request to us, we will be in contact within 4 hours (during our usual business hours) to get that underway.

Branding
If you are a repeat customer we will apply the same branding that we applied to your most recent order. If you have changed your artwork or which to make a modification to it please contact us as soon as you place your order so that we can make the required changes before your order heads out to our production team. If you do not notify us of any changes none will be made. If you needed changes to be made to your order but didn't notify us we will not provide any compensation to redo your order. 

If you are a new customer we will provide either a digital mockup or physical branding sample for approval for your first order prior to branding production commencing. Once approved that artwork will be stored in our system for future use.

Backorders
Unfortunately from time to time we encounter supply backorders. This means that the item you have ordered has sold out & become unavailable worldwide. When we are notified of this we will contact the manufacturer to find out if any stock can be located anywhere. If the answer is no, we will let you know which item is not available, the date that it will become available again & any immediate options such as a different size, different colour, style substitute. You will need to decide if you wish to leave the item on back order until it comes into stock again or select one of the alternatives. Sometimes it can take up to 7 days from when you place your order for us to be notified of the back order. We will notify you as soon as we know. Unfortunately, backorders are a global out of stock event & are not unique to House of Uniforms. 

Delivery Times
The delivery lead time is the period from your order confirmation to shipment date. Lead times only start once your payment has been received & any quotes or branding samples / mockups have been approved in writing.

Unbranded garments: orders typically ship within 3 - 7 business days.
Branded garments: orders typically ship within 10 - 15 business days.

Pick Ups & Collections:
You can collect your order from our Moorabbin office between Monday & Friday, 8:30am - 5pm. You are welcome to send someone from your business or your own courier.

Please select "Pickup" when ordering at the shipping stage of the checkout process if you wish to collect your order.

You will be notified via email when your order is ready for collection. Please do not come to collect your order until you receive notification to do so.

Australian Domestic Shipping Rates:
Australian shipping is automatically calculated & shown in your cart.

Satchel: Small (<1kg) $13.50
Satchel: Large (1-5kg) $16.50
Box: Single (5-20kg) $37.50
Box: Multiple (20+kg) $55.00

All orders are sent out via Toll Couriers. All packages require someone to sign for the delivery. Please contact us prior to ordering if you need to make alternate arrangements.

International Shipping Rates:
We ship internationally usually with DHL for NZ, Pacific Islands & Asian Nations & with Fedex to Europe & the Americas.

If you are based internationally we will provide you with an international freight quote prior to processing your order.

Returns & Exchanges
We understand that after receiving your order you may need to exchange something. Whilst we try our best to facilitate exchanges, there are costs involved that we unfortunately have to pass on to you.

The costs are for the out of pocket charges we incur from returning your unwanted item to the warehouse. This includes restocking fees, freight to return the item to the warehouse, freight to get the new item sent to us & administration time required to facilitate this process.

Our suppliers have very strict rules for exchanges & returns relating to the items condition including packaging & return time frames.

Some suppliers will not accept exchanges under any circumstances.

If you want to exchange an item, you need to fill in the 'Exchange Request Form' all details regarding exchange terms & conditions are shown on this form.

All items for exchange must be returned to us within 14 days.

Please keep in mind that we can not exchange any items that have custom branding or alterations.

Refunds
We only offer refunds for faulty items. Unfortunately, we do not offer refunds if you change your mind, don’t like the colour, don't like the style, have ordered the wrong size, etc.

If you think you have received a faulty item you must notify us within 14 days.

You must download & fill out the 'Faulty Item Review Form' to send to us along with the item. Once we receive the item we will review it to determine whether it is in fact faulty.

Items returned to us that are deemed not faulty will be made available for you to collect at your cost.

We will fulfill any & all obligations as per Australian Consumer Law regarding faulty items. This means, in most cases, the remedy will consist of us repairing or replacing the garment within a reasonable time frame & returning it to you.

Issue Escalation
In the unlikely event that you encounter an issue when dealing with us we will address it using the process outlined below:

You should firstly notify your dedicated Customer Service rep of the issue. Their name will be on the top of your quote and order. Most of the time they will be able to resolve the issue for you without further escalation.

If they are unable to resolve the issue to your expectations they will or you can, escalate it to either the Production Manager or the Sales Manager.

The Production Manager or Sales Manager will then review the issue. This review will include looking at all written communication & emails, quotes, order confirmations, purchase orders, artwork approvals & any other written information including photos taken by our production team as your order is packed off for delivery.

It can take up to 48 hours for the review to take place.

Following the review the Production Manager or Sales Manager will then contact you to explain the outcome of the review & to discuss possible options.