FAQ
Orders and Shipping:
When will my order arrive?
For local orders in metro areas, please expect delivery within 1-3 business days. Rural areas may take longer.
While efforts are made for timely delivery, international deliveries may experience delays.
Custom delays in destination countries are not the responsibility of House of Banke.
Is delivery to PO Boxes available with House of Banké?
Yes, PO Box details can be provided during checkout.
Is it possible to update my delivery address after placing an order?
To maintain the efficiency of order processing and delivery, changes or cancellations to orders cannot be accommodated once they've been placed. However, after dispatch and receipt of the tracking number, you may attempt redirection by directly contacting the shipping company or contacting House of Banké Customer Care.
Please be aware that redirections are not assured.
Is Click and Collect available from House of Banke?
Currently, House of Banke operates exclusively online, offering both local and international shipping options for all orders.
I believe there's an item missing from my order. Can you assist me with this?
Split Delivery:
Sometimes, orders are shipped in multiple packages. If this happens, you'll receive additional tracking information via email for each package.
Missing Parcels or Items:
If you've received all expected parcels but something is missing or if you're still awaiting a parcel beyond the expected delivery time, please reach out to Customer Care for assistance.
Returns, Refunds and Exchanges:
What is your returns policy?
Ensure that items are returned in their original condition with all original garment tags attached within fourteen (14) days of delivery. For a comprehensive understanding of our Returns Policy, please read the detailed information provided below.👇
House of Banke's Online Returns Policy strictly applies to purchases made exclusively through www.houseofbanke.com/www.houseofbanke.com.au. Returns from third-party or other online retailers carrying House of Banke products are not accepted. Customers should initially contact the store where the purchase was made for resolution. If the third party cannot resolve the issue, contact info@houseofbanke.com for further assistance.
Return Conditions:
- Purchases must be made through houseofbanke.com/au.
- Returns must reach the warehouse within fourteen (14) days of delivery for eligibility for a refund or store credit.
- Proof of purchase must accompany returned items.
- Merchandise must be in original, unworn, unwashed, and unused condition with all tags and tamper proof labels intact.
- Swimwear and jewelry returns are not accepted for hygiene reasons.
- Shoes must be unworn and in their original packaging; any markings or scratches on the sole will make returns ineligible.
- Items not meeting these criteria will not qualify for returns and will be sent back at the customer's expense.
- Excessive returns violating terms and conditions may result in refusal of future orders.
Full Price Items:
- Full-price or pre-ordered items can be refunded to the original payment method or as store credit. If purchased with a gift voucher or store credit, a new voucher will be issued.
Temporary Promotion:
- Full-price items included in temporary promotions are eligible for store credit upon return. Discounts received during purchase will be applied to refunds.
Final Sale:
- Items marked as FINAL SALE are non-returnable except if they do not meet quality standards, are unfit for purpose, or differ from their description per Australian Consumer Law.
Faulty Returns:
- For faulty items, customers should contact info@houseofbanke.com within 48 hours of receipt, providing images and a description of the fault.
Return Procedure - By Post:
- Ensure adherence to all return conditions.
- Submit return requests via email to info@houseofbanke.com
- Please be aware that House of Banke does not cover shipping costs for returns. We recommend utilising your local post office for optimal service and tracking ID.
- When contacting us, kindly specify whether you prefer a refund or an exchange.
- Upon receipt and processing of the returned item, you will receive an email notification of the refund or store credit within 2-3 business days.
Note: Exchanges are not facilitated via the website. Customers can return the item for a credit note to place a new order.
Sales Promotion and Final Sale:
What does final sale mean? Can i return my item?
we do not offer exchanges, store credits or refunds on FINAL SALE merchandise unless the product is not of acceptable quality, is not fit for purpose or is different from its description as required by Australian Consumer Law. House of Banke does not offer refunds for change of mind for Online Warehouse Sale purchases.
Goods are classified as faulty if they are received damaged in any way, or where a manufacturing fault occurs within a reasonable time period from the date of purchase. Items that are damaged as a result of normal wear and tear are not considered faulty. If you believe you have received a faulty item please contact us immediately at info@houseofbanke.com. Due to the reduced pricing of our warehouse sale edit some packaging, such clothing or shoe boxes may not be in perfect condition. Please be advised we do not deem this as a fault.
Can i return a sale item?
Permanently reduced products are considered FINAL SALE and are not eligible to be returned unless the product is not of acceptable quality, is not fit for purpose or is different from its description as required by Australian Consumer Law.
Products purchased during a promotional period will be eligible for a store credit.
i missed out on shopping during your sale, can you extend your sale for me?
Unfortunately we are unable to extend our sale offer beyond the specified start and finish times as advertised.
Unfortunately we are unable to extend our sale offer beyond the specified start and finish times as advertised.
Pre-Order:
What does Pre-order mean?
Pre-ordering an item guarantees your preferred size immediately. Once stock arrives at our warehouse, orders from pre-ordered items will be shipped to customers who placed their orders before the item is released to the public.
What is the estimated dispatch time for my pre-ordered item?
Products labeled as Pre-Order are custom-made and will be shipped from our Perth Warehouse as soon as they are available. Please consult the specific product details for further information.
Is it possible to initiate a return for my pre-ordered product?
Certainly. The standard returns policy is applicable to pre-ordered items as well.
Payments:
Which methods of payment are accepted by your store?
Our store accepts payments via Mastercard, Visa, American Express, and PayPal.
Get in touch
Have questions about your order, or a general enquiry?
