SHIPPING & RETURNS
FLAT RATE POSTAGE $9.95 AUD – AUSTRALIA WIDE
ENJOY FREE POSTAGE ON ORDERS OVER $150.00 AUD – AUSTRALIA WIDE
On dispatch of your item you will receive an automated email alert generated by Australia Post advising that your parcel has been scanned into the postal system and is in transit. Please note that sometimes these alerts can end up in your Junk Mail. If you do not receive this alert please check your Junk Mail folder.
- Orders placed after 2pm Friday will be despatched the following Monday.
- Orders placed on weekends and public holidays will be dispatched on the next available business day.
- Goods will only be delivered on business days; no deliveries are made on weekends or public holidays.
- We do not provide ‘return labels’. Please contact us at firstname.lastname@example.org to register your return item. Customers must return their items for refund or exchange at their own expense.
- Goods will be delivered by Australia Post and a signature is required upon delivery. If no signature is obtained at the time of delivery, a note will be left at your premises and goods will be delivered to your local post office for collection.
Please contact email@example.com for international shipping quotation.
REFUND & RETURNS
House & Hound will gladly accept exchange or return of full price, unworn, unwashed, unmarked, unaltered and undamaged merchandise.
Items must be in original condition and all tags must be attached. All garments are dispatched with attached tags. If the tag is removed the item no longer qualifies for return.
Any garments returned to us with stains or any other markings/stains will not be refunded or exchanged. Garments that have been damaged in any way will not be exchanged or refunded.
House & Hound Australia reserve the right to deny a refund, credit note or exchange if the merchandise does not meet our returns policy requirements once assessed. If a returned item is denied, the goods will be returned to the customer.
Australian customers have 48 hours to register your return from date of parcel received and 30 days in which to return their item from date of purchase to qualify for return and exchange. If items are received outside of the 30 day timeframe they will not be accepted and will be returned to you.
Please note: We do not supply return labels. Return shipping is at the customers expense.
We strongly recommend ‘tracking’ be purchased for all returns as we will not be held liable if your item is not received. Please note that if you are returning items to us from an international location a Customs Declaration form must be completed and placed on the package. It is also very important that you label the items as ‘returned goods’. Failure to do so will result in the package being held in customs with charges applied for customs duty. The parcel will not be released and forwarded to us unless YOU the customer pays these fees. If you do not pay the fees, the parcel will be returned to you by the Australian Customs Dept.
NO REFUNDS WILL BE ISSUED ON SALE ITEMS.
We advise customers to choose carefully as sale items will not be refunded unless deemed faulty.
HOW TO RETURN YOUR ORDER
Returned merchandise should include the vendor packaging and be in the original condition as when it was received. Customers will be responsible for shipping and handling charges for any returns/exchanges. House & Hound Australia recommends sending return parcels via registered post/express post with tracking as we are not liable if your return is not received at our address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our registered address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, House & Hound Australia will not be held accountable for any losses.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN/EXCHANGE?
Once your order has been received at our head office your return request will be processed within 3 business days and any exchange will be subject to the exchange item being in stock.
If an item cannot be exchanged for the same style in a different size, due to that size being out of stock, customers have 30 days in which to select a new item. All refund requests must be completed within 30 days of the returned item reaching our warehouse.
For refunds please allow up to 5 business days for your refund to be processed and up to an additional 5 days for the funds to reach your account depending on your payment method.
For exchange of size, colour or style, please email our customer service team, firstname.lastname@example.org to notify us of your request. Once your return is received your exchange will be processed and dispatched usually within 2 business days. Please note, we try our best to fulfill exchange requests however these requests are based on stock availability.
Please contact our customer service team email@example.com to register your item for a rufund/exchange. House and Hound Australia will email you a Returns Form to be completed with your order number, name and contact details. Monies will be refunded back into the account used to make the original purchase. Shipping costs are non refundable. Items that have been worn will not be refunded unless a manufacturing fault is determined. Sale items will not be refunded unless faulty.
- Refunds are processed as reversals of the original payment, ie. If paid via credit card, we will refund to the same credit card. If paid via PayPal, we will refund to your PayPal account.
- Gift Cards/Vouchers are non refundable. If an item has been purchased using a Voucher we will provide a Credit Note in its place.
We thoroughly inspect all garments prior to dispatch and advise customers to contact us within 48 hours of receipt of their garment if they suspect that an item may be faulty. If possible we also request that the customer send us an image of the ‘fault’.
House & Hound Australia will not be held accountable if customers do not check their garments immediately on receipt and return the item to us.
If a customer wears a garment even though it shows signs of ‘fault’ the customer has accepted the item in the condition it was received and the item is no longer eligible for refund or exchange.
Garments that are returned as ‘faulty’ will be inspected immediately after they are received and an email notifying you of the outcome will be sent within 5 days.
Garments damaged while being tried on will not be refunded or exchanged.
Goods are deemed faulty if:
- the goods are damaged when the customer receives them
- the goods show a distinct manufacturing fault
Please note that garments that are damaged as a result of wear and tear are not considered faulty.
Garments that have been altered or garments that have any attempt at repair made by the customer or registered alteration specialist will be refused.
We always request that customers send us an image of the ‘fault’ once established.