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Frequently Asked Questions |
Here are answers to some common questions. If you have a question not covered here - or if you would like additional information - please either click here to send us an email or contact us on 0402-296-568
Please remember that we are here to help, so feel free to contact us at any time.
I'm having problems with the shopping cart.
The shopping cart is an automated process - before you can purchase any items, you'll have to fill in the basics of your information - you will only have to do this one time - the system keeps your details such as billing address and name and contact details - it will recognise you each time you login to make a purchase.
All online shopping sites have this function, it takes but a few moments to input that data - you will also need to check your email address you supply to get your username and password, then you can proceed with your purchase.
What if an item doesn't fit or if I don't like it?
You are free to return or exchange any item - including sale items - for any reason so long as you indicate your intention within 7 days of the date of delivery and the item is in new, un-worn & un-used condition with all tags attached.
For full details, please read our Returns & Exchanges policy.
I'm after an item that is marked 'sold out'
Like any shop, our inventory is limited and if an item is marked as 'sold out' then it is typically no longer available. Some items are not re-stocked (simply because they are no longer available), though others may be and as such you should contact us by email to indicate your interest.
Generally speaking, we only stock items that are listed on the site, in the relevant sections – we also replenish stock constantly – if we happen to have an ‘out of stock’ item listed we generally will have it back in stock within 7 – 14 days, so you can still purchase that item, it will be placed on ‘back order’.
I received an email saying my item has sold out
Every effort is made to ensure that an item's availability is accurately displayed though there may be occasions when this information is not 100% correct and an ordered item may have sold out.
In such an instance every effort will be made to source the item for you and you will be kept up to date by one of our Customer Care representatives.
How much is delivery and how long does it take?
Upon placing an order you will receive an automated copy of your order and, once your order has been fully processed you will receive a personalised email indicating delivery time.
Because we use general postage companies – Australia Post – your item once fully processed will go via there means of transport, you can however contact us directly if you wish to have courier services deliver the item/s to you quicker – courier fee’s will apply.
Within Australia: Deliveries are made by Australia Post and will arrive within 4-5 days from your date of order
Courier Service ( EMS) 1-3 business days (every effort is made to have your parcel delivered within the allocated time frame).
Asia-Pacific, USA, UK & Europe: International deliveries can be made on either an EXPRESS or STANDARD basis:
• Registered Air Mail - $20 AUD
...... 5-10 days
• EMS Express Courier - $40 AUD
...... 3-5 days
All parcels are insured and items sent by EMS Express can be tracked via the web.
All COURIER deliveries will receive a tracking number and webpage address so that you can follow your parcel's progress.
Do you deliver to PO boxes?
No, we do not deliver to PO Boxes. All deliveries must be accepted in person and signed for.
If this is a problem, please contact us to organise alternative arrangements.
Can I Lay-Buy an item?
Sorry we do not offer this type of service, our online boutique is purely final sales.
Can I return a SALE item?
You are free to return or exchange any item - including sale items - for any reason so long as you indicate your intention within 7 days of the date of delivery and the item is in new, un-worn & un-used condition with all tags attached.
I want to make a purchase but don't have a credit card
Our online boutique offers a variety of payment methods, mainly Paypal or Credit Card, however we do know people would like other options for making payment, you can simply go to our Payment Form on the navigation links and download the PDF document, fill it is with all the relevant codes and pricing.
Those payment options are for Money Order / Cheque / Direct Deposit Banking, see the form for details.
I'm unsure about sizing
Individual designers have different sizing characteristics, regardless of their nationality. The staff at OZHOUSE have made it their top priority to simplify sizing (both across national standards and individual designers' idiosyncrasies) by the use of the standardized S, M, L and XL and 1 size fits all system. In order to accurately gauge garment sizes, simply click on the "size charts" button, found on every product page.
As an added service, the DESCRIPTION section on every product page will highlight any useful information relating to the garment's size.
Is it safe to use my credit card online?
Secure Socket Layer (SSL) Web Server Certificates, such as the one used on OZHOUSE are the standard for secure data transmission over the internet and encrypt all data sent to and from the web site.
Because we use the widely known and widely accepted PAYPAL system, who use state of the art encryption tools for safe online purchases, you can be assured your data is extremely safe.
Moreover, please be assured that your privacy is fully protected. For full information, please click here to read the Ozhouse’s Privacy Policy.
Can I order by telephone?
Yes. If you would rather place your order via telephone, you can. Orders placed online, however, receive priority.
When placing an order via phone, we simply use the downloadable pdf form, your order will not receive processing until full and final payment has been made, we will also notify you of receiving your payment and give you an estimated time of despatch.
If you would like to place an order by telephone, please contact our office on +61 402 296 568 between 9.00am and 5.00pm AEST.
We accept Visa, MasterCard,
Are there any additional charges?
Not within Australia. If you are ordering from outside Australia there may be taxes levied on your order, consistent with that country's tax structure, however all Australian sales taxes will be removed.
For more information, you should consult your local Customs Authority.
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FAQs 
