Frequently Asked Questions (FAQ)

HOW DO I KNOW IF MY ORDER HAS BEEN PLACED SUCCESSFULLY?

YOU WILL GET AN AUTOMATIC EMAIL SAYING YOUR ORDER HAS BEEN 'PROCESSED', ONCE THE ORDER HAS BEEN SENT YOU WILL GET ANOTHER AUTO EMAIL SAYING YOUR ORDER HAS BEEN 'DESPATCHED'.

HOW DO I KNOW WHEN MY ORDER WILL ARRIVE?

If you are in our 'free delivery' group (UK, USA, AUSTRALIA & MORE) then your order will take 3 - 5 working days, however, some take longer and can take up to 10 days depending on where the stock for your order is located.

WHAT IF I WANT TO CHECK THE STATUS OF MY ORDER?

To check the status of your order, go to 'My Account' and log in, then place your order number in the 'track your order' box. If no tracking number is available please contact us at despatch@houseofcb.com.

WHAT IF MY ORDER GETS LOST OR DOESN'T ARRIVE ON TIME?

IN THE UNLIKELY EVENT THAT THIS HAPPENS PLEASE CONTACT US AT DESPATCH@HOUSEOFCB.COM AND WE WILL GET BACK TO YOU WITHIN 12 HOURS.

HOW DO I RETURN AN ITEM OR PROCESS A RETURN?

SIMPLY, IF YOUR ITEM HAS ALL TAGS AND LABELS ATTACHED, REMAINS UNWORN, UNWASHED, UNSOILED AND IS WITHIN OUR 14 DAYS RETURNS PERIOD PLEASE SHIP IT BACK FOLLOWING THE INSTRUCTIONS ON THE RETURNS FORM. REMEMBER TO FILL IN YOUR RETURNS SHEET WITH YOUR REQUEST AND PUT THIS SHEET IN YOUR PARCEL WHEN YOU RETURN IT BACK TO US. ONCE WE RECEIVE YOUR RETURN, WE WILL SEND YOU AN EMAIL TO CONFIRM THAT WE’VE RECEIVED IT. IF NO EXCEPTION WITH YOUR RETURN IS FACED YOUR REQUEST WILL BE PROCESSED. REFUNDS ARE THE ORIGINAL PRICE MINUS THE ORIGINAL COST OF SHIPPING (EVEN IF WE SELL THE ITEM AS 'FREE SHIPPING' THE ORIGINAL POSTAGE COST THAT WE PAY TO SEND TO YOU WILL NOT BE REFUNDED, THE COST WE TAKE OUT WHEN WE REFUND FOR POSTAGE IS AS FOLLOWS (THIS IS NOT ADDED TO YOUR BILL WHEN YOU BUY IF THE ITEM IS 'FREE SHIPPING' TO YOUR COUNTRY) UK, FRANCE, SPAIN, GERMANY: £6.00, USA, CANADA: £10.00 BRAZIL & SOUTH AMERICA: £15.00. FOR OTHER COUNTRIES NOT LISTED PLEASE EMAIL FOR RATES.

WE DO NOT REIMBURSE YOU FOR YOUR POSTAGE COST BACK TO US. PLEASE USE A 'TRACKED' SERVICE AS WE CAN ONLY REFUND ITEMS WHICH ARE RETURNED TO US.

SALE ITEMS: THE SAME TERMS TO THE ABOVE APPLY HOWEVER WE WILL ONLY EXCHANGE OR GIVE STORE CREDIT FOR RETURNS.

3 FOR £120 DEALS ARE NOT RETURNABLE NON REFUNDABLE.

HOW DO I EXCHANGE AN ITEM?

IF YOUR ITEM HAS ALL TAGS AND LABELS ATTACHED, REMAINS UNWORN, UNWASHED, UNSOILED AND IS WITHIN OUR 14 DAYS RETURNS PERIOD PLEASE SHIP IT BACK FOLLOWING THE INSTRUCTIONS ON THE RETURNS FORM. REMEMBER TO FILL IN YOUR RETURNS SHEET WITH YOUR REQUEST AND PUT THIS SHEET IN YOUR PARCEL WHEN YOU RETURN IT BACK TO US.

ONCE WE RECEIVE YOUR RETURN, WE WILL SEND YOU AN EMAIL TO CONFIRM THAT WE’VE RECEIVED IT. IF NO EXCEPTION WITH YOUR RETURN IS FACED YOUR REQUEST WILL BE PROCESSED. ONCE WE RECEIVE THE RETURNS, WE WILL SEND OUT YOUR OTHER ITEMS FREE OF CHARGE (ONE FREE OF CHARGE EXCHANGE PER PURCHASE, ANY EXCHANGES OF THAT PURCHASE AFTER THE FIRST ARE SUBJECT TO CHARGE), AND SEND YOU A CONFIRMATION EMAIL.

OUR RETURNS POLICY:

THE ITEMS MUST BE UNUSED, UNWORN, FITTED WITH THE ORIGINAL TAGS AND PACKAGING AND WITH NO MARKINGS OR ANY TYPE OF DAMAGE. ITEMS MUST BE RETURNED IN THE CONDITION THEY WERE RECEIVED IN OTHERWISE REFUNDS & EXCHANGES CANNOT BE ENFORCED. ALL RETURNS MUST BE SHIPPED WITHIN 14 DAYS OF BEING RECEIVED. PLEASE USE A TRACKING NUMBER ON ALL RETURNS/ EXCHANGES, WE CAN ONLY REFUND/ EXCHANGE FOR GOODS WE RECEIVE THAT FIT OUR TERMS.

SALE ITEMS: CAN BE EXCHANGED OR REFUNDED VIA STORE CREDIT ONLY, IF THEY MEET OUR TERMS AND CONDITIONS.

UNDERWEAR: FOR HYGIENE REASONS WE CANNOT ACCEPT RETURNS OR EXCHANGES ON UNDERWEAR/ SWIMWEAR.

3 FOR £120 DEAL ARE NOT RETURNABLE NON REFUNDABLE.

SOMETHING I PURCHASED IS NOW ON SALE. CAN I RECEIVE A PRICE ADJUSTMENT?

UNFORTUNATELY, DUE TO THE OVERALL HIGH DEMAND FOR MERCHANDISE AND AVAILABILITY ISSUES, WE DO NOT CURRENTLY ALLOW FOR PRICE ADJUSTMENTS.

DO YOU SHIP INTERNATIONALLY?

WE SHIP ALL OVER THE WORLD, MOST COUNTRIES ARE FREE SHIPPING HOWEVER THERE ARE SOME EXCLUSIONS. PLEASE CLICK HERE FOR RATES.