If you’ve just bought a dress from House of CB and you’re wondering about returns, you’re in the right place. Understanding the House of CB return policy before you send anything back is the key to a smooth process. This guide will walk you through every detail, from time limits to condition requirements, so you can shop with total confidence.
House of CB Return Policy
The core House of CB return policy allows you to return most unworn, unwashed items with tags still attached within 14 days of receiving your order. You’ll get a refund to your original payment method, but note that shipping costs are non-refundable. It’s a standard policy for many fashion retailers, but paying close attention to the specifics will save you time and ensure your return is accepted without any issues.
What Items Can You Return?
Most items from House of CB are eligible for return, provided they meet the condition criteria. This includes:
- Dresses, tops, bottoms, and jumpsuits
- Accessories like bags and hair clips
- Outerwear and knitwear
- Footwear (must be tried on indoors on a clean surface)
What Items Are Final Sale?
Some items cannot be returned under any circumstances. Always check the product description before buying, as these are marked as final sale. Typically, this includes:
- Swimwear and bodysuits (for hygiene reasons)
- Earrings and other pierced jewelry
- Items marked “Sale” or purchased during a promotional discount event
- Gift cards and e-gift cards
- Any customized or altered item
Condition Requirements: The Golden Rules
For your return to be accepted, the item must be in perfect, resalable condition. The House of CB team will inspect every return carefully. Here’s what they look for:
- Tags Attached: The original House of CB tags must be still attached to the garment. This is non-negotiable.
- Unworn & Unwashed: The item must show no signs of wear, perfume, deodorant, or makeup. It should look exactly as it did when it arrived.
- Original Packaging: Return the item in its original dust bag and, if possible, the outer shipping box. Shoes must be in their original box.
- Hygiene Liners: Any protective hygiene liners in clothing must be present and untouched.
The 14-Day Return Window
You have 14 calendar days from the date you receive your parcel to initiate a return. It’s not 14 days from the date you ordered. We recommend you start the process as soon as you decide an item isn’t right, as the clock is ticking. The return must be shipped back and tracked within this period, so don’t wait until the last minute.
How to Calculate Your Return Deadline
Check your delivery confirmation email or the tracking information. That’s your “received” date. Count 14 days forward from that date. For example, if your package arrived on the 1st of the month, you need to have it shipped back by the 15th. Remember, weekends and holidays count.
Step-by-Step Return Process
Follow these steps carefully to ensure your return is processed quickly and correctly.
Step 1: Start Your Return Online
You cannot return items by just sending them back. You must first create a return request through your House of CB account.
- Log into your account on the House of CB website.
- Go to “My Orders” and select the order containing the item(s) you wish to return.
- Click “Return Items” and follow the prompts to select which products and sizes your are returning.
- Choose your reason for return from the dropdown menu.
- You will then receive a Return Merchandise Authorization (RMA) number and a printable returns note.
Step 2: Package Your Items Securely
Place the item(s) with all tags attached back into their original packaging. Include the completed returns note inside the parcel. Seal the box securely. If you no longer have the original box, use a sturdy plain box to prevent damage in transit.
Step 3: Ship Your Return
You are responsible for the cost and risk of returning the items. House of CB recommends using a tracked and insured service. Drop your sealed package off at the designated carrier (this will be indicated on your returns label if one is provided, or use your chosen service). Keep your proof of postage receipt safe until your refund is confirmed.
Step 4: Wait for Processing & Refund
Once House of CB receives your return, their quality control team will inspect it. This process usually takes 3-5 working days from the day they get the package. You will recieve an email confirmation once your return is approved. The refund will then be issued to your original payment method. Note that it can take an additional 5-10 working days for the refund to appear in your bank or card account, depending on your provider.
Refund Details: What to Expect
Refunds are issued to the original payment method used for the purchase. Important points to remember:
- Shipping Costs: The initial delivery charge is not refundable.
- Return Shipping Costs: You pay for the cost to ship the item back to House of CB, unless the return is due to their error (e.g., wrong item sent).
- Deductions: No deductions are made from the item price itself if the return meets all conditions.
- International Duties & Taxes: For orders shipped outside the UK, any customs duties or import taxes you paid are generally non-refundable. You may need to contact your local customs authority to seek a reimbursement separately.
Exchanges: How They Work
House of CB does not offer direct exchanges. The most efficient way to get a different size or color is to follow the standard return process for a refund. Once the refund is initiated, place a new order for the desired item. This ensures you secure the new item quickly, as popular styles and sizes can sell out.
International Returns
If you are returning an item from outside the United Kingdom, the process is similar but with a few extra considerations.
- You are responsible for all international return shipping costs, which can be significant.
- You must mark the package as “RETURNED GOODS” on the customs declaration to avoid being charged import taxes again.
- Refunds may take longer to process due to international banking and the longer transit time for the parcel to reach their warehouse.
What If Your Return Is Rejected?
House of CB will email you if your return does not meet their policy conditions. Common reasons for rejection include:
- Missing or removed tags.
- Signs of wear, perfume, or makeup.
- Item was part of a final sale.
- The 14-day window has passed.
- The hygiene liner is missing or tampered with.
If this happens, they will typically offer to ship the item back to you at your cost. If you believe the rejection was a mistake, you can contact their customer service team with your order number and any supporting photos to discuss the situation.
Tips for a Hassle-Free Return Experience
To make sure everything goes smoothly, keep this advice in mind:
- Try On Carefully: When trying on clothes, be in a clean environment, avoid wearing strong makeup or deodorant that could transfer, and keep all tags hanging outside the garment.
- Document Everything: Take photos of the item with tags attached as you pack it, and keep your proof of postage.
- Act Quickly: Don’t let the 14-day window slip by. Initiate your return online as soon as you make a decision.
- Read Product Descriptions: Always double-check if an item is marked as “Sale” or “Non-returnable” before purchasing.
Frequently Asked Questions (FAQ)
How long does a House of CB refund take?
After they receive your return, inspection takes 3-5 working days. Once approved, the refund is issued immediately, but it can take 5-10 additional working days to show in your account, depending on your bank.
Can I return sale items to House of CB?
No, items purchased during a sale or marked with a promotional discount are final sale and cannot be returned for a refund or exchange. This is clearly stated on the product page during sales events.
What is House of CB’s return policy for faulty items?
If an item arrives faulty or damaged, you should contact their customer service team within 48 hours of delivery. Provide photos of the fault and your order details. They will usually offer a replacement, refund, or store credit, and they will cover the return shipping costs in these cases.
Does House of CB offer free returns?
No, House of CB does not offer free returns. The customer is responsible for the cost of return shipping, unless the return is due to an error on their part, like sending the wrong item.
Can I return a House of CB gift?
If you received a gift, you can return it for store credit. You will need the order number from the gift giver to initiate the return. The credit will be issued as an e-gift card to your email address.
What if I lost my return note or RMA number?
Log into your House of CB account and navigate to your return request. You should be able to view and re-print the information there. If you have trouble, contact customer service with your order number for assistance.
Contacting Customer Service
If you have a specific question not covered here, the best way to reach House of CB is via email at support@houseofcb.com. Include your full name, order number, and a clear description of your inquiry. Response times can vary but are usually within a few business days. Having all your information ready will help them assist you faster.
Knowing the ins and outs of the House of CB return policy makes online shopping with them much less stressful. By following the rules on time, condition, and procedure, you can ensure a positive experience, even when an item doesn’t work out. Always remember to check those product pages for final sale notices and act within the two-week window to keep your options open.