Below FAQ are some common concerns and questions our customers have before purchasing their products, if you have other questions, please just send it to firstname.lastname@example.org
We would love to help you find your prefect fit! Please head to our sizing guide section for more information on how to measure your correct sizing. Many of our products are true to size - however please consult the product description. If you have any other issues you can contact us via the messenger chat bubble, via Instagram @activehouseau or via email at email@example.com
Yes! We are always on the lookout for fun and exciting people to join the Active House team. Please forward your information including social media handles to our team at firstname.lastname@example.org or slide into the DM's via Instagram @activehouseau
You may wish to cancel or change your order for a variety of reasons. As long as your order has not been dispatched please contact us to organise a change or cancellation. If for any reason you are completely unhappy with your purchase once received, then we are right here to help you organise a return. Hoe ever please consult our returns policy below.
Simply head to our Shipping & Returns page and download a copy of our returns form. Fill it out electronically and contact us to arrange the return.
Shipment to PO Boxes is only available on selected shipping services worldwide. Unfortunately our international express service DOES NOT offer delivery to PO Boxes - this service is shipped via DHL (a very friendly delivery service that has flexible delivery options that you can arrange)
If you are not at home when your parcel is due to be delivered, it may be left in a safe place which will be advised on a delivery note posted through your door by the courier. If the delivery fails, the courier will leave a note explaining they attempted delivery with instructions on how to rearrange.
If you've selected our Express Shipping service via DHL, they offer an online service called ODD (On Delivery Demand) which you can use to make the delivery more convenient for you. Here's the link for the DHL ODD service:
You'd simply follow the link, enter your tracking details then select which option you'd like to go for and it'll guide you through the process to make the request.
You'll need your tracking information before you can make any changes, so wait for your shipping confirmation to come through before trying it.
As all orders are shipped directly from Australia, you may be susceptible to customs fees. Customs fees will be charged upon the package reaching the destination country.
You as the customer, are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.
The grand total of your order as displayed on the checkout does not include any additional duties required. The carrier will inform you of any additional duties if required.
Active House has no control over customs and import tax and we can't tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.
If your tracking states your package has been delivered, but you have not received it. Please first check with any surrounding neighbours for anyone who may have accepted the parcel on your behalf.
If you had your order delivered to a workplace, please check with all employees who may have accepted the parcel.
Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you're still unable to locate your order, contact our support team with your order details and we'll do all we can to help out.
Unfortunately we only provide the selected payment methods which are presented to you at checkout. Therefore we are unable to accept any other method of payment.
If for any reason you are completely unsatisfied with your purchase, you may contact our support team to assist you in returning an item. Please read our full T's & C's for shipping and returns before contacting us.
For all orders within the Australia Post delivery network, you will receive an email notification from Australia Post with your tracking information and updates. You will also receive a dispatch notification from Active House once your order has been received by Australia Post or other courier service. For our international express service you will receive a variety of updates via the contact methods you have provided us with (including email and by phone). If you are unable/unsure about the status of your order, please do not hesitate to contact us and we will find out exactly where your order is as soon as possible!
Normally Active House does not provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP. Our holiday periods vary due to the location of our office, therefore, if you are unsure about the availability of our support, please consult our social media and website for updates on the availability of our staff.
Never fear, if none of your questions have been answered here in our FAQ section, then please do not hesitate to contact us! Via email or simply slide into our DM's to have all your burning questions answered, or just pop in and say hey! we love hearing from and interacting with our fantastic customers.