General Terms & Conditions
General Terms & Conditions
Please ensure you have read through our terms & conditions prior to submitting your order. The terms & conditions contain details about order processing, branding, delivery times, returns, exchanges & other important information.
How we process your order
If you submit an order to us we will process it through to 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 your 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.
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 wish to make a modification to it please contact us before you place your order so that we can make the required changes before getting your order underway. If you do not notify us of any changes then none will be made. If you needed changes to be made to your order but didn't notify us in writing of the changes then 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.
Unfortunately from time to time we encounter backorders. "Backorder" simply means that the item you have ordered has 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 becomes available again or select one of the alternatives. Sometimes it can take up to 10 days from when you place your order for us to be notified of a 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.
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.
Items indicated as "international direct" can take up to 20 days.
Pick Ups & Collections:
You can collect your order from our Moorabbin office between Monday & Thursday, 8:30am - 5pm and on Friday between 8.30am - 1pm.
We are not open on weekends or public holidays.
Please select "I will collect the items myself" 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.
$14.85 flat rate priority shipping applies for all web orders.
All orders are sent out using a tracked method. You will receive a tracking number via email once your order has shipped. This notification will come from our courier company and not from us.
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.
Exchanges & Returns - Change of Mind
If you change your mind after purchase you will in most cases* be able to exchange the product for a different style, size or colour.
Unfortunately, we do not offer refunds for change of mind.
To exchange an item, simply return the item to us. Include in the package a note or a copy of the packing slip sent with our order indicating what item you are returning and what item / size / colour you'd like in exchange.
All eligible* items for exchange :
- Must be returned within 14 days.
- Must be in original condition (eg. unused, unworn, unwashed, etc.).
- Must have all original tags still attached.
- Must be in original packaging as delivered to you.
Basically the product should be in an "as new" resellable condition. (ie. honestly ask yourself if you'd be happy to receive it as is, if the item was sent to you).
*Items which are not eligible for exchange include:
- Custom branded products
- Socks & underwear
- Certain items from our International Direct program (if applicable this will be indicated on the individual product page)
Exchanges of 5 or more items will incur a bulk restocking fee of $27.50 inc. gst.
Change of Mind Defined:
As the name suggests, this is when you change your mind about wanting the product, ie. you don’t like the colour, don't like the style, don't like the fabric, have ordered the wrong size, etc.
A Note on Returns.
You should take care when opening the product so as not to damage it or the packaging - particularly when using knives or scissors.
We recommend sending your products back using a method that offers tracking to ensure you can track your returned items.
From when your package arrives back to us returns may take up to 7 business days to be processed. You will receive a notification once your return has been processed.
Replacement items will only be sent once the returned items have been received, processed & approved for return by our returns team.
We will not credit any freight fees that you have paid at purchase to have the product shipped to you, or the cost to send the returned items back to us.
If the return, in our reasonable opinion, is not compliant with our terms above we will contact you to arrange to ship the product back to you. In this instance you will be liable for the shipping costs to return the product to you.
As we offer a flexible change of mind exchange policy please be aware that we actively monitor return rate frequency for fraud, abuse & general misuse issues. In the event of elevated return frequency we may close or block your account or deny you from making future orders.
Nothing in the above information is intended to exclude any of the statutory rights you have as a consumer under Australian Consumer Law.
Exchanges & Returns - Faulty Products
We strive to provide all customers with high quality products. If you have received a product that you believe is faulty please contact us via phone or email. Our customer service team will help resolve the problem as quickly as possible.
In order for us to review the faulty product you may be asked to send us detailed photos of the damage, defect or fault for assessment via email. We may ask you for further information to assess the claim.
If the defect is not clear in the photos we may ask you to return the product to us for review before making a determination on the fault.
If the product is found to have a defect, we will replace or repair the product within a reasonable time frame.
If the product is found not to be faulty or found to be out of warranty, we will contact you to determine whether you want us to dispose of the product or return the product to you at your cost. In this instance a refund will not be processed.
The product will not be deemed faulty if, in our reasonable opinion, the product has become faulty post sale due to fair wear & tear, misuse, failure to launder in accordance with the manufacturers’ care instructions, use of the product in an abnormal way or failure to take reasonable care of the product.
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.
In the unlikely event that you encounter an issue when dealing with us we will address it following the process outlined below.
You should firstly notify your Customer Service rep of the issue. Their name will be on the top of your quote & order paperwork. Most of the time they will be able to resolve the issue for you without the need for 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 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 and videos taken by our production team as your order is packed off for delivery.
It can take up to 5 business days for the review to take place.
Following the review the Production Manager or Sales Manager will contact you to discuss the outcome of the review.