Frequently Asked Questions
Of course. Please contact us to discuss your requirements.
We have some handy information sheets which outline our process that we can provide to you once we have a better understanding of your requirements
The short answer is yes.
Of course there are some terms & conditions surrounding this service. Please contact us for further information.
There are quite a few ways of doing this.
If you have a group that you are fitting out once you have paid your deposit we may be able to provide fitting samples so that everyone has the opportunity to try on the garments & get the correct size.
If you are a standard or premium service level customer you may visit our showroom & try items on (please keep in mind we do not have every size in every style available).
Please ask so we can check if we have the items you are looking for, when making your appointment to come in.
Additionally most of our catalogues contain sizing & measuring information for you to work out your size.
If you are stuck please contact us & can we can send through some information on how to work out your size.
From our experience it is much more efficient if you book a time to come into our showroom. We have over 2,500 sample garments on hand so you can have a look, try things on, get assistance with ideas & borrow samples to take back to your office.
If you are unable to come to our showroom we recommend studying the catalogues on our website & compiling a short list of sample garments which we can send to you as part of our sample loan service.
Please contact us to enquire about samples.
This really depends on the range but as a general rule most collections offer:
Ladies sizes: 6 – 30
Mens sizes: XS - 5XL (38 – 50)
Many of our ranges also offer kids garments, generally between sizes 4 – 16 however we do have a limited number of products in smaller sizes such as 00 up to size 2.
Our embroidery machine has many inbuilt fonts that can be selected & used to produce names.
Yes. We ship loads of packages every day all over Australia.
Our national carrier is Toll Priority so deliveries need to be made to a street address.
Our international carrier is DHL.
Or you can arrange for your courier to collect from us.
Please keep in mind that a delivery address where someone will be available to sign for the package is preferred ie a business address.
If someone will not be available to sign for the package please advise our sales team of a suitable place for the driver to leave the package.
Please note we take no responsibility for packages which go missing from the delivery location when there has been no one to sign for the package. If the driver is unable to leave the package & no one is available to sign for the package we will incur a re-delivery fee which unfortunately we need to be passed onto the receiver.
We accept payment via the following methods:
EFTPOS (in store),
We may also accommodate Bitcoin, Ether, Litecoin, etc upon request.
We do not accept payment via cheques.
If you are picking up your order & paying prior to arrival: the funds will need to clear into our account before the goods can be released.
As uniforms & merchandise are fully customised products a deposit is required as confirmation to proceed with your order.
Production will not commence until this is paid.
The deposit will vary between 50-100% of the order value depending on the specifics of the job. We will discuss this with you during the quoting process.
The balance is required upon completion prior to delivery, or at pickup if you wish to collect your order.
Pricing varies depending on the type of branding method, the type of garment, the artwork & branding quantity required.
Please contact us to discuss your requirements & we can provide some indicative pricing.
You can but keep in mind the following:
- just like a first date we need to get to know your business. So therefore your first 2 orders are completed as per our standard non trading account terms, that is payment is required up front.
Following the successful completion of your first 2 orders you may then apply to open a trading account.
This account is offered & opened at the discretion of House of Mo Shen Pty Ltd T/A House of Uniforms & is only available to companies who can demonstrate that:
- they will be ordering at least once a month
- they will meet the minimum monthly spend criteria.
Accounts which remain inactive during a 6 month period will be closed without prior warning.
For new orders all branding options have minimums which vary depending on the branding method.
For many of our branding options there is no minimum on repeat orders.
Please contact us for further information.
If you require “blank” garments (ie we are not decorating them in any way) there is no minimum as such.
However some garments may attract a small order surcharge depending on what range they belong to & how quickly you need them.
Branded garments have minimums specific to the type of branding.
Please note that lead times start once your deposit has been paid & all quotes & artwork have been approved in writing.
The lead time varies depending on the branding method:
Unbranded Garments : up to 7 working days
Embroidered Garments : 10-12 working days
Printed Garments: 10-12 working days
Garments with both Embroidery & Printing : 15-17 working days
Promotional Products : 5-20* working days (highly variable based on product type).
Urgent orders, ie orders required sooner than our standard lead times, can generally be accommodated but will attract an urgent order fee.
If you have a due date that is earlier than our standard lead time please let us know BEFORE placing your order so we can confirm if the required date is possible & advise you what the urgent order fee will be.
If you have artwork but not in a digital vector format, we can arrange to have it redrawn for you.
There is a cost for this of $75 ex gst.
Upon completion we will give you the vector file to keep which you will be able to use with other graphic professionals in the future (sign writers, business cards, car decals etc).
If you do not have any artwork at all we may be able to create it for you if it is simple text.
Please note though that we are not dedicated logo designers & don't have the time necessary to spend with you, beyond doing some basic text.
If you are wanting something drawn or designed specifically for you, we recommend that you seek out a dedicated graphic artist/designer. We have several that we recommend.
Logos & artwork should be provided in vector file ie EPS or AI format to achieve the best results.
Artwork which can not be provided in EPS or AI format may incur a redrawing fee.
We can not always reproduce logos onto garments from business cards or scanned images. If you’re unsure please provide a copy of what you have & we will advise you accordingly.
You will need to provide the artwork that you wish to use.
If possible please provide a Pantone colour for colour matching.
We have colour charts available to assist you with accurate colour choice however these can only be viewed in our showroom.
We prefer not to email photos of colour charts as every computer screen is different & will therefore show the colours differently making this an unreliable way of determining colours.
There are a number of possible reasons that logos look different from different companies.
- Not all embroidery machines are created equal. Some produce a better result than others. We use state of the art Baruden machinery. But there are still differences between our machines & even between the individual heads on each machine, due to thread tensions, needles, machine part wear, etc.
- Not all embroidery threads are created equal. We use a very high quality embroidery thread which can sometimes look thicker when embroidered than other threads in the market place which can be very thin.
- The artwork provided varied between suppliers.
- The digitising process varies. When the artwork is setup the digistiser (who is a human) uses their skill & a computer program to recreate your artwork so the embroidery machine can read & understand it. This process takes time & is fiddly. As when any type of artwork is recreated every person will produce a slightly different result. In reality there is no way to 100% recreate an embroidery file without being provided the exact embroidery file used. Even if the exact embroidery file is provided variances caused by machinery, threads & fabric will produce varied results.
Overall we are happy to work with you to try & recreate the embroidery exactly but there are limitations to what can be done. For example we can’t make our thread strands thinner, the thickness of the thread is the thickness of the thread. We can’t make our threads have a matte finish when they naturally have a vibrant finish.
If you need your file to be matched very specifically we recommend you get a copy of your previously used embroidery file & / or provide us with a sample of your previous embroidery so we can make adjustments.
In this instance you will be given a full refund less any fee’s, charges & costs incurred up to the point of cancellation.
This can include artwork setups, sampling fees, courier fees & stock which has been purchased on your behalf.
Unfortunately this happens from time to time despite our best efforts to pick up any issues during the production process.
As a general rule the best thing to do is to send through a picture of the problem via email so our customer service team can have a look at the problem. We will then advise the next steps.
If from the photo it does look like the garment is faulty you will be asked to return the garment to us for inspection along with a faulty garment review form.
Please note we do not cover the costs of returning the garment to us for evaluation. We will then assess the garment & let you know what we have determined. We will then discuss with you your options.
If the garment is unbranded & unworn & still in it’s packaging then you may be able to return the garment for an exchange.
The garment exchange will need to be requested within 7 days of you having received it.
Please contact us & we can provide you with our exchange form which outlines all the terms & conditions for exchanges.
Unfortunately if the garment has been branded in anyway, has been worn or had any custom alterations done to it then we will not be able to swap it over for a different size / colour.
Items returned without the completed exchange form will not be accepted.
House of Uniforms will fulfill any & all obligations as per Australian Consumer Law regarding faulty items.
If there’s an issue with any of the items you purchase from us, we will do what we can to deal with the problem quickly & effectively.
If it’s our mistake we will remedy the issue as quickly as possible, if it’s your mistake we will try to help you remedy it as cheaply as possible.
Obviously we need you to do your part & check all quotes, artwork & samples carefully before approving your order because, unfortunately, there are limits to the help we can offer if you’ve made a mistake.
To be blunt, if you are the sort of person that reads a FAQ it is unlikely that you will have an issue that can't be swiftly and amicably resolved.
We have outlined our general process in more detail below to illustrate this.
If you are a new customer:
Once you have paid your deposit you will be sent a proof either in the form of a digital file, physical branding sample or written description to ensure we have understood your requirements.
Your quotation will also clearly document what you have ordered & what branding is going to be applied & where. We strongly suggest you review the quotation carefully to ensure our understanding of what you need is the same as yours.
If you have questions please ask them before approving the quotation.
If you are a repeat customer
Our production team will use the artwork that is on file from previous orders.
If you are a repeat customer & your artwork has changed please make sure you notify us before we start your order.
All our quotes are clearly broken down to items, product code, colours, sizes, quantities per size, branding placement, branding method, pricing & delivery address. It is your responsibility to make sure that what you are approving is what you want.
Please keep in mind that we are dealing with a lot of people at any one time (sometimes they may even share the same name as you).
Frequently the quotation process can stretch over several months as a quote is revised & changed & altered & adjusted. Sometimes people confuse what they “meant to tell us” with what they “actually told us”.
By providing you with a very detailed quotation & asking you to check it, we are doing our part to ensure you get what you want.
When you sign the quote you are legally & financially agreeing that this is what you expect to receive.
Consequently there are many opportunities for corrections to be made to ensure that you get what you are expecting.
We only credit or replace products in the instance that there is an obvious fault which we have caused.
We DO NOT replace or credit simply because you changed your mind, didn’t check the quote properly, ordered the wrong item, forgot to tell us something or choose inappropriate garments, styles, colours or fabrics.
We help people create uniforms & merchandise for their brand.
Since 2004, our team of dedicated fashion designers, graphic designers, branding consultants, sewers, printers, embroiderers & reps have been working with individuals to create eye-catching uniforms & merchandise that communicates their brand to the world.
We take this seriously. Our Guarantee ensures your dedicated rep will help you find what’s right for your brand. They’ll also make it as simple & enjoyable as possible.
Your brand is in safe hands. Our sales & production team are all under one roof working together to make decisions & solve problems creating over 80,000 branded garments a year.
We love to talk about brand aspirations & goals. What’s your brand about? What are you imagining?