SHIPPING

Cancellations

Cancellation of order is permitted without charge at any time before shipment. Please email contact@activehouse.com.au or slide in via the DM's on our Facebook messenger and Instagram account!

Product guarantee

At all times Active House Apparel will make every effort to ensure full product ranges are in stock. In most cases, if the website displays a product as available, it is in stock, although this information is subject to constant change with purchases occurring. Should an item be temporarily out of stock, we will contact you and update the expected delivery date. If we are unable to provide the particular product requested, we will provide a store credit or refund as requested by you.

Delivery: Information, Costs and Shipping status

Information

Upon purchase, you will be provided with an estimated arrival period for your delivery. This shipping period corresponds to the regular shipping time for your area. The indicated shipping time commences from the time of despatch, which will usually be within 48 business hours of online purchase.

We use the Australia Post postage system, with domestic Australian orders. Both regular and express options are available for your purchase. Please indicate your preference whilst ordering online. We are not liable for delays once the product is in Australia Post's possession.

Regular Australia Post: 5-7 business days. Please allow for up to 10 business days before contacting Active House Apparel with this shipping option.

Express Australia Post: 1-3 business days. Please allow up to 7 business days before contacting Active House Apparel with this shipping option.

International Standard: 10+ business days. Please allow up to 14 business days before contacting Active House Apparel with this shipping option.

International Express: 2-4 business days. Please allow up to 7 business days before contacting Active House Apparel with this shipping option.

Costs

The cost of shipping incurred to the customers is dependent on the regional postcode unless otherwise stated during the checkout process. This includes any duties, tariffs or import taxes for international deliveries. These costs will be incurred by the customer on delivery to their nominated country. 

Shipping status

If courier tracking is unavailable. Please email contact@activehouse.com.au or slide in via the DM's on our Facebook messenger and Instagram account and we will endeavor our hardest to track down your package as soon as possible.

Conditions of delivery

Active House Apparel suggest you select a shipping destination that is suitable, and we recommend someone available to receive the delivery if possible. If unavailable to personally accept the delivery, you may wish to give 'the authority to leave if safe to do so'. If the delivery location is not deemed safe to leave unattended, a postal card will be left, instructing you to arrange a redelivery or pickup from your closest Post Office unless otherwise stated by the selected courier service.

Receipt

A receipt of purchase will be emailed with all product deliveries unless otherwise specified by the customer. If you did not receive a receipt with your delivery please contact us to email you another, please use the order number you received with your online order confirmation for inquiries regarding your order.

RETURNS

Active House Apparel is dedicated to the consumer experience. We aim to deliver the highest level of satisfaction to our customers. Therefore many of our returns will be handled on a case by case basis to ensure the highest level of customer satisfaction is maintained. Should you wish to arrange a return, please download a copy of our returns form here!*, fill it out electronically and attach any supporting images or information and return it to us via email. 

REFUNDS

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund much, much quicker. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

WARRANTY

  • The warranty covers any defects or malfunctions in the item pertaining to the manufacture of the item.
  • The warranty does not cover any damages or malfunctions caused by abuse, misuse or by any fault of the user.
  • The warranty does not cover the improper use of the item. 
  • The warranty terms are at the full discretion of Active House Apparel
  • Active House Apparel reserves the right to determine whether an item qualifies for warranty. 

WHAT can be returned?

  • 100% Money Back Guarantee - If you are unhappy in any way with your purchase, simply contact us to organize a reship and send it back to us for a full refund of the cost of the item. Please note we do not offer a full refund for change of mind.


WHEN do items need to be returned by?

  • 30 Day Free Returns* - Return your purchase within 30 days to receive free postage
  • 45 Day Returns* - Return your purchase within 45 days to receive a full refund

*Returns must be submitted within the allocated time period from the date of dispatch. Only one free return per purchase/invoice number. Our free returns period is currently only available to Australian customers. 

HOW do customers return items?

  • Before returning any items, get in touch with us at contact@activehouse.com.au or via our Social Media pages. To assist us with your return, please attach any supporting images etc to identify any problems in quality.
  • Once the return inquiry has been submitted, you must download the returns form below!


SHIPPING for returns?

  • Returns within 30 days are fully covered by us!*
  • Returns within 45 days* - only the cost of the item is refunded, exchanged or credited

*Returns must be submitted within the allocated time period from the date of dispatch. Only one free return per purchase/invoice number. Our free returns period is currently only available to Australian customers. 
 

CREDIT for returns?

  • If for any reason you are completely dissatisfied with your purchase, you may receive a replacement item, refund of the cost of the item, or store credit.


Packing materials?

  • Items do not need to be returned in original packaging. However, you may wish to utilize the satchel the product was shipped in.

Download a copy of our returns form here!*

*Please consider the environment before printing this form. You may wish to fill out this form electronically and email it to us instead.