General Terms & Conditions Overview
Before you place your order, we recommend that you take a moment to review our general terms & conditions. They cover vital information regarding order processing, branding, delivery times, returns, exchanges, and more.
Order Processing | Once you've submitted your paid order online or paid your quote deposit, our production team springs into action right away. Please note that after this step, we may not be able to make changes to your order. If you need to modify any part of your order such as size, colour, or delivery address, please shoot us an email promptly. We prefer written requests to ensure accurate tracking. We'll confirm if we can make your requested changes. If some instances there may be a fee to make the required changes, we will let you know what this fee is prior to making any changes to your order.
Click here to read more about how we process orders.
Branded Orders | For returning customers, we'll use the same branding as your most recent order. If your artwork or preferences have changed, please contact us before placing your order. Failure to inform us of artwork changes will result in no changes being made. Unfortunately we don't offer any compensation to redo orders with incorrect artwork if you have not requested artwork changes to be made.
New customers can expect a digital mockup or physical branding sample for approval on their first order. This approval will be stored in our machines for future use.
Unbranded Items | Most items on our website are available to be purchased unbranded. However there are a couple of exceptions for AS Colour, Ogio, Ogio Endurance & Nike. For these brands unbranded sales are prohibited. Product descriptions & checkout will clearly indicate these restrictions. If summary if you order these items and don't request your own branding to be added the items will be shipped with HOU branding.
Backorders | In rare instances, we may encounter a "backorder". This occurs when a product becomes unavailable worldwide. If this happens, we'll contact the manufacturer to explore options. We'll inform you of the unavailable item, its expected availability date & where possible some alternative options.
You can decide whether to wait for the backorder to arrive or select a different option. Please be patient, as it can take up to 10 business days for us to be notified of a backorder event.
Delivery Times | Our pick & pack lead time begins once we receive payment, and when required, written approval of quotes or branding samples/mockups.
- Unbranded garments typically ship within 3 - 7 business days
- Branded garments typically ship within 10 - 15 business days
- International direct items may take up to 20 days
Please click here to read all the information
Pick Ups & Collections | You can collect your order from our Moorabbin office on weekdays. We'll notify you via email when your order is ready. Please don't arrive to collect your order until you receive notification.
Please click here to read more about Pickups
Australian Domestic Shipping Rates | Shipping costs are automatically calculated & displayed in your cart. We use a flat rate priority shipping for web orders. All orders are tracked & you'll receive a tracking number via email.
Click here to learn more about shipping rates.
International Shipping Rates | For international shipping, we use DHL for some regions and FedEx for others. If you're based internationally, we'll provide a freight quote before processing your order.
Click here to learn more about international shipping rates.
Exchanges & Returns | For detailed information on exchanges & returns, please click here.
Faulty Products | We aim to provide high-quality products. If you receive a faulty item, contact us via email with photos showing the issue. We'll review the defect & where necessary, replace or repair the product within a reasonable timeframe. However, we don't undertake corrective measures for items out of warranty, suffering from general wear & tear, or items subjected to misuse.
Click here to find out more about how we handle faulty products.
Issue Escalation | If you encounter an issue, please start by reaching out to our customer service team. They'll strive to resolve it. In cases where a resolution isn't achieved, you can, or our customer service team will, request escalation to the Production Manager or Sales Manager. They will conduct a thorough review of the issue, which may take up to 10 business days. Following the review, they will contact you to discuss the outcome. We appreciate your understanding & cooperation throughout this process.
We're committed to providing a smooth experience for you. But please remember that our team is here to help & is best able to assist you when communication is respectful & professional.
Thank you for choosing House of Uniforms!