General Terms & Conditions
General Terms & Conditions
Please ensure you have read through our terms & conditions before submitting your order. Our terms & conditions contain details about order processing, branding, delivery times, returns, exchanges & other important information.
How we process your order
When you submit an order to us we will process it through to our production team within 2 hours of receipt. Please note, once this happens we most likely will not be able to make any changes to your order. If you realise an error has been made or you need to make a change please contact us via phone on 03 9555 7797 immediately. We'll do our best to help you out.
If you are a repeat customer we will apply the same branding to our new order that we applied to your most recent order. If you have changed your artwork or wish to make a modification please contact us before you place your order so 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 branding 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.
The majority of items on our website can be purchased unbranded or blank. However there are certain brands where the sale of unbranded items is prohibited. These brands include AS Colour, Ogio, Ogio Endurance, Nike & the North Face. If you order these products & don't wish to have your own brand added then the product will be shipped with HOU branding. Brands effected by this restriction have this information noted on the individual product description page.
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 in the world. 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 can decide if you wish to leave the item on back order until it becomes available or select one of the options provided. 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 "manufacturing out of stock" event & are not unique to House of Uniforms, meaning that if we can't supply the product no one else will be able to either.
The delivery lead time is the period from your order confirmation to shipment. Lead times 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.
Please refer here for full details.
Pick Ups & Collections
You can collect your order from our Moorabbin office between
Monday & Thursday, 8:30am - 5pm &
Friday between 8.30am - 1pm.
We are not open on weekends or public holidays.
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 to all orders placed via the website.
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 & 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
To exchange an item, simply return the item to us. Include in the package a note indicating what item you are returning & the item / size / colour you'd like to swap to. Or let us know if you'd prefer to just have a credit placed on your account for use at a future time.
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, no longer require the order 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.
From when your return arrives back to us it may take up to 7 business days to be processed. You will receive a notification once your return has been processed.
Replacement items can 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.
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 fulfil 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 appointed customer service rep or a member of our customer service team of the issue. 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 for you, they will or you can request to 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 as well as photos & videos taken by our production team as your order is processed & packed off for delivery.
It can take up to 7 business days for the review to take place.
Following the review our Production Manager or Sales Manager will contact you to discuss the outcome of the review.
We understand that trying to resolve issues can be frustrating for some. Our customer service team will try their best to help you but regretfully will be unable to assist you should you become verbally abusive or threatening to any member of our team either via phone, in person or on social media.