RETURNS, REFUNDS AND EXCHANGES
To Return an item in your order, simply create a Return Label by contacting our return team houseofbrandssupport@gmail.com
Items must be returned in their original condition with the original packaging and all tags need to be attached.
- Refunds to the original payment method are eligible for up to 7 days from the date of delivery.
- Exchanges are eligible for up to 14 days from the date of delivery and will be issued as store credit.
- If any items arrive defective, please contact us within 7 days of delivery.
- Customers are responsible for return shipping costs.
We only accept return/exchange(s) when:
- Items must be unworn, unwashed, and in original condition with tags attached
- The item is faulty or has a manufacturing defect
- You received an incorrect item
Please note: We do not offer size exchanges. If something doesn't fit, you can return it for store credit and place a new order in the correct size.
FAULTY OR DAMAGED ITEMS
Should you receive damaged or faulty goods, please contact us houseofbrandssupport@gmail.com within 7 days of receiving your order, so we can determine the next course of action. Be sure to provide your order number as well as photos or videos so we can assist you as quickly as possible. We do not accept returns on items damaged by general wear and tear. House of Brands reserve the right to determine a genuine fault in the clothing. If an item is deemed as having a manufacturing defect you will not incur any additional costs, and will be offered a replacement item, refund or store credit. Please see our Terms and Conditions for further details.
RETURNS TIMELINE
Once the items have been received, they will undergo a quality review. Once cleared, you will either receive your credit note or refund on the purchase price (excluding original and re-shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received. However, please allow 5 to 7 business days for return to be processed. You will receive an email notification of the status of your refund once processed. During sale periods returns processing may take 1-2 days longer.
Please note that we do not refund initial shipping charges for items returned, other than for faulty or damaged items.
COST OF RETURNS
Australian customers will be assessed a standard return/exchange shipping fee of $15, and New Zealand customers will be charged a standard fee of $20. These fees are non-refundable. Customers from other regions are required to provide their own return shipping label at their own expense. Please use a trackable, reliable courier service if you are outside of Australia and package the products appropriately as House of Brands cannot be held responsible in the event of loss, theft or damage of the return parcel.
Kindly ensure you include your returns form and packing slip in your parcel otherwise, we will not be able to identify your return. Attach your return label to the parcel where it is clear and unobstructed. Products that are returned should be in new, unwashed condition with original tags attached. Please return the items in the original packaging where possible.
TERMS AND CONDITIONS
We do not accept returns outside of our 7 days return policy. We do not accept returns on items if they are not returned in original condition. If you return your products and they have been worn or damaged, you will be invoiced for your return shipping fee and the goods will be returned back to you. Any return shipping costs incurred by the customer are non-refundable. Store Credits are non-refundable.
We will investigate any potentially faulty products prior to accepting returns. If it's determined that your items are not faulty, we will be unable to process the return. Please note that due to the high demand for our products, direct exchanges are not available.
If we detect patterns of returns that appear unreasonable, particularly for purposes such as content creation or professional gains, we reserve the right to limit or decline future orders. Additionally, repeated returns in a customer's history with House of Brands may lead to refusal of future orders.
Please ensure that you use a trackable, reliable courier service if you are outside of Australia and package the products appropriately as House of Brands cannot be held responsible in the event of loss, theft or damage of the return parcel. Please include your name, address, order number and return number in the parcel to prevent delays in the processing or your return. We reserve the right to change/remove our return policy at any time. Your rights under any applicable consumer law are additional to and not affected by House of Brands return policy above.
All orders require a signature upon delivery. If you authorize the carrier to leave your parcel without a signature, House of Brands is not responsible for the theft, damage or loss of your parcel.
DUTIES AND TAXES
International orders may be subject to duties and taxes when the parcel arrives at the destination country. We cannot be held responsible for any actions, costs, or delays caused due to these customs processes over which we have no control. We recommend contacting your local customs office for more information about possible duties and taxes.
COST OF SHIPPING
For Australia: Orders above AUD$250 ship free. Orders below AUD$250 have a shipping fee of AUD$18.95.
For New Zealand: Orders above AUD$250 ship free. Orders below AUD$250 have a shipping fee of AUD$25.00.
For other international orders: Shipping fees vary by destination.
SHIPPING
We strive to dispatch your order promptly, subject to product availability and credit verification. Please note that delivery estimates are approximate and may occasionally extend, particularly during peak holiday seasons.
Order Processing Time:
- Standard: Processed within 3-5 business days.
- Express: Processed within 1-3 business days.
Note: Business days exclude Weekends and Australian public holidays.
Partial Shipping
If your order contains a combination of items available for immediate shipment and pre-order items, we will dispatch the entire order once all items are in stock. Should you wish to receive the in-stock items separately, we recommend placing separate orders.
TRACKING
You should have received an email confirming your order when you completed the checkout process. Please check your junk/spam folder if you cannot find it. If you haven't received the order confirmation email, please contact houseofbrandssupport@gmail.com. Once the order has been dispatched, you will receive a shipping confirmation email containing your Tracking ID. Enter the ID on courier website to stay informed about all movements of your parcels.