Terms & Conditions
Sold and delivered by Global Retail Brands Australia Unit Trust (ABN 74 323 352 189)
To enquire about an existing order, please contact the Seller via the Order History in your Account dashboard.
COVID-19 IMPORTANT SHIPPING INFORMATION
Due to the current COVID-19 situation, we are experiencing an increased volume of online orders. We thank you for your support as we are working hard to ensure that your orders are dispatched as quickly as possible. Our warehouse is open 24 hours a day, dispatching orders every business day, as we practice social distancing to ensure our staff are working safely and taking precautions.
With increased volumes of online shopping and additional safety measures, delays may be encountered on shipments as our delivery partner Australia Post also face numerous challenges presented by the pandemic. Such challenges include transporting all interstate parcels via motor vehicle, rather than by air which will take longer.
Additional security checks are currently being imposed for all interstate parcels at Australian borders. As a result of this, updates to your parcel’s tracking information may take a little longer to come through. Your patience and support during this time is greatly appreciated. You can check the Australia Post website for estimated delivery times during this period
We aim to dispatch orders within 3-7 business days of the order being placed. During busy sale or promotional periods and other special events, there may be a delay in dispatching your order due to an increase in order volumes.
All orders are shipped from our warehouse in Melbourne. The estimated delivery time frame will vary based on your location around Australia:
• Locations within certain major city centres such as Melbourne, Sydney, Brisbane can take approximately 2 to 3 business days after dispatch
• Locations outside these city centres can take approximately 2 to 5 business days after dispatch
• Remote, rural locations can take approximately 5 to 7 business days after dispatch
We dispatch all orders using the Australia Post eParcel Service. Please visit Australia Post to estimate delivery time to your location.
At House we are committed to offering you a safe and pleasant shopping experience, so if something does go wrong we are here to help you. As part of this, House offers the following piece-of-mind product guarantees:
• If you change your mind or make an incorrect choice, we will issue you with a refund (excluding postage costs) within 30 days of purchase for unused products (returned in its original packaging)
• If your item arrives damaged, we will arrange a replacement or full refund at our cost
• If your item develops a fault after delivery, we will assess your claim and offer a replacement, full refund, or other remedy where appropriate
To return an item, simply contact our Customer Service team. Once the return has been approved, you will receive an RA number which must be quoted on the packaging of the returned item (please note your return may be rejected if an RA number is not provided). When returning an unwanted item, please ensure the item is unused, in its original re-sellable condition with all original packaging.
Once the return is received, our team will assess the item and contact you to advise the next course of action. All refunds will be returned to the original method of payment used when the item was purchased.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.