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H BRAND CUSTOMER SERVICE

 

Welcome to our website! H BRAND is committed to providing excellent customer service to all of our customers. We are determined to ensure you are happy and satisfied with your H BRAND purchases and enquiries. If you have any questions, we would love to hear from you! Please feel free to email info@hbrand.com.au and one of our lovely staff members will respond to you in a timely manner. Sign up to our newsletter to stay up to date with new arrivals, sales and promotions. Below is an extensive outline on everything you need to know about H BRAND!

 

PRICES

H BRAND reserves the right to change prices for products displayed on our website at any time. The price payable for the Goods shall be the price applicable on the date the Goods are confirmed as ordered. Our H BRAND advertised AUD prices are for Australia and New Zealand customers and are all inclusive of GST. Our H BRAND advertised USD prices for all customers outside of Australia and New Zealand. Please note on occasion a typographical or human errors may occur, in which case we will try our best to quickly rectify, but H BRAND hold no responsibility for.

Please kindly note you cannot exchange or refund sale items from our website. The sale is final. For all other full priced items we are more than happy to offer an exchange or refund if you are not satisfied with your purchase. Please note when issuing refunds we do not refund the shipping costs. Any further questions please email info@hbrand.com.au. Thanks for your understanding.

COUPONS

Please note our coupon code offers are subject to specific terms.

WELCOME10 – Sign up to our newsletter and receive 10% off your first H Brand purchase. Please note this coupon code is only valid for full priced H BRAND products. It excludes all sale items. To redeem your discount please enter this coupon code at check out. It is at your discretion to apply this code before the purchase is finalised. No refunds will be made after this point if the coupon code hasn’t been applied. This coupon code can only be used once.

COLOURS

Please note that colours of products will sometimes vary depending on the quality and make of the computer screens they are being viewed on. Please email info@hbrand.com.au if you have any further questions about our colours.

COMPOSITION

H BRAND has three collection categories with different compositions:

H BRAND – Premium, Natural & Sustainable real Fur & Wool garments. High quality, luxury garments that are handcrafted for longevity, warmth & comfort.

H BRAND FAUX – Affordable & modern synthetic faux fur jackets, vests & scarves.

H BRAND X THERON – Premium Cashmere & Wool garments. Timeless, luxury garments that are handcrafted for longevity, warmth & comfort.

Please note the following: To the customers that have bought our real fur products in the past it is imperative for you to acknowledge that the H BRAND FAUX garments are a synthetic FAUX FUR composition & should not be compared to real fur as they are completely different fabrications. Both options are equally beautiful & it is personal preference on whether you want to purchase a natural real fur garment or a faux garment. We thank you for understanding.

GARMENT CARE

We provide detailed care labels and disclaimer swing tags on all of our H BRAND garments to ensure our customers have the knowledge about how to care for their garment. It is important and highly recommended to follow these instructions so the H BRAND garment keeps its original quality. We will not take any responsibility for a garment that has been poorly treated by a customer. For garments that specify dry clean only, including embellished pieces, fur, cashmere and delicate fabrics we recommend the use of a fur/cashmere specialty dry cleaner.

H BRAND ORDERING INFORMATION

Once an H BRAND order placement has occurred, you are engaged in a contract that sees you unconditionally accept the prices and descriptions of the items you have ordered. Once an order has been placed with H BRAND, you will receive an email confirmation email with an invoice stating the information about your purchase. This email is simply a confirmation that we have received it and that is has been approved and submitted on our end. Once your H BRAND order is processed with our dispatch team you will then receive a confirmation email that your order has been dispatched and completed.

Unless an order is cancelled by you – the buyer order acceptance does not occur until H BRAND has emailed you informing you that your order has been dispatched. Once this has occurred, the sale contract has concluded.

If we are unable to obtain authorisation for payment or in the case where we may suspect fraudulent use of credit card – we reserve the right not to accept your order. We also reserve the right to not accept your order if certain shipping restrictions apply for the area of delivery, or if the item ordered is out or stock or withdrawn from sale for any particular reason.

PAYMENT INFORMATION

Payment can be made using PayPal, Amex, Visa, MasterCard and Afterpay. Payment will be processed as soon as your order has been submitted. In the event that your order cannot be filled – a refund for the full purchase amount will be processed immediately.

By placing an order online you are confirming that the credit card you are using belongs to you. All credit card holders are subject to validation and authorisation checks by the card issuer. This is especially relevant for overseas orders.

SECURITY

Protecting your personal and order information is a priority at H BRAND. We want you to be able to order from hbrand.com.au with total confidence. As such we have created a secure transaction environment. We use Secure Sockets Layer (SSL) technology. Our online ordering system is the industry standard for encryption technology to protect your online order information. SSL encrypts all information including your credit card and all personal information passed from you to hbrand.com.au. using a 128-bit encryption.

AFTERPAY

Your Obligations To Us Using Afterpay For Payment, You Agree That You Must:

1. Pay Any Applicable Fees Associated With Your Use Of Our Products And Your Afterpay Account.

2. Not Provide Us With Any Information That Is False, Inaccurate Or Misleading.

3. Ensure Any Information About You, Including Your Contact Details, Is True, Current And Complete. If Your Information Changes, You Must Update It Through Your Afterpay Account.

4. Not Use Your Afterpay Account Or Our Products For Any Unlawful, Fraudulent Or Improper Activity.

5. Cooperate Fully With Us To Investigate Any Suspected Unlawful, Fraudulent Or Improper Activity On Your Afterpay Account.

6. Be Aware Of And Pay Any Taxes That May Apply To Your Use Of Our Website.

7. Not Permit Others To Use Your Afterpay Account, Or Allow Anyone Else To Have Or Use Your Account Password Details.

8. Not Use Any Technology (Device, Software Or Hardware) To Damage, Intercept Or Interfere With Our Website.

9. Immediately Contact Us If You Believe That Your Afterpay Account May Be Subject To An Unauthorised Transaction, Account Takeover Or Other Type Of Fraudulent Activity Or Security Breach.

10. Authorise Us To Disclose Card-Related Profile And Purchase Behaviour Information To Third Parties (Including, Without Limitation, Visa And Mastercard) For The Purpose Of Eliminating Fraud And Illicit Behaviour.

ABOUT H BRAND FUR

FUR CLEANING

You do not clean your H BRAND fur just because it gets dirty. The number one concern with fur material is that the natural oils in the pelts will dry out. Once this happens the pelts become so brittle or tender that they will tear with incredible ease, rendering the garment useless. If you feel a fur and then rub your fingers you should be able to feel a very slight oiliness. This is normal. Dust, pollutants, and airborne particulates are attracted to this and get caught in the hairs of the fur. They then act as a sponge drawing the natural oils out of the pelts. These particles also have an abrasive effect on the hairs of the fur that can wear on the natural shine of the fur over time, causing it to look old and tired. When you clean a fur your primary goal is to remove these materials from the hairs.

H BRAND furs garments should never be put in a washing machine or dryer, or ironed and pressed. H BRAND furs can only be dry-cleaned by a professional fur specialist.

IF YOUR H BRAND FUR GETS WET

Most H BRAND furs handle snow and light rain with ease. Shake it out and hang it to dry in a well ventilated room, at home or office. Resist the temptation to speed the drying process by using a hair dryer or hanging it near a heat source as fur does not like heat. After it dries, shake it again. Do not comb or brush it. If its hairs are a little bristly, simply smooth them with your hand. If your fur has been soaked through, however, take it immediately to be cleaned by a professional.

H BRAND FURS DO NOT LIKE CRUSHING OR FRICTION

Crushing is often experienced whilst driving or in a car. Use common sense when sliding into the seat, so you’re not too hard on your H BRAND fur. To avoid a flattened bottom print on your fur, don’t sit on it if possible, or at least not on the same spot consistently. Shake out any spots like that on your fur when you exit your vehicle. On long drives, take off your fur and wear it over you like a blanket, if you need to keep warm.

HOUSING YOUR H BRAND FUR

Be sure you put your H BRAND fur in a wardrobe that is not exposed to light, which will fade your fur, or heat, which will dry out your fur. Be sure your fur has room to breathe and isn’t being crushed by other garments. Cover in a custom H BRAND garment cover bag – you can purchase this on our website.

AVOID ALL CHEMICALS

Perfume and hairspray contain alcohol, which can dry the pelts. Once a perfume gets into your fur it could be there to stay. These sprays (including alcohol, solvent, and silicone based substances) will dry the leather and stiffen the fur. Best advice is to spray perfume before you put your H BRAND fur on.

FUR STORAGE

H BRAND Fur dislikes the heat but loves the cold. Nothing shortens the life of your fur like keeping it in your closet during a long, hot summer. If at all possible, we suggest you store your fur garments in cold storage when you have finished wearing it for the season, this is one of the most important steps you can take in preserving your furs.

FUR PROCESSING

All chemicals used in the dressing of fur are regulated to ensure environmentally responsible practices. The fur trade uses the same or gentler chemicals as used in the tanning and fabric dyeing industries – the hair or fur on a pelt is removed in the leather industry – in the fur industry the pelt has to be treated in a way gentle enough to ensure that the hair or fur remains intact.

THE IMPORTANCE OF HUMIDITY CONTROL

Humidity level is important when a fur will be hanging in one place for a significant amount of time. If the humidity is too low (dry air) the natural oils in the pelts will evaporate more rapidly causing the garment to become dry and deteriorate. If the humidity is too high (damp air) then pelts could potentially rot.

Freedom of choice is something that the fur sector respects very strongly. Fur is a luxury and as a result the businesses that work in this historied and highly skilled area are dependant on members of the public taking the choice to use and wear it. We value the freedoms we all share in determining our own choices in how we live our lives: who we meet, where we go and what we wear. Everyone should have the freedom to make their own decisions in this regard and we fundamentally reject calls to restrict or ban people from making their own decisions.

Something is Environmentally Sustainable when the demands placed on the environment can be met without reducing its capacity to allow all people to live well, now and in the future.

Fur farming is a modern and highly efficient process that has honed itself to be optimally sustainable using for example the waste products of other industries (e.g. eggs, cheese, fish and meat) to feed the animals that give us fur. On the other end of the production the waste products from fur including dung, animal fat etc. can be used in the manufacturing of biofuels, cement, pharmaceuticals and fertiliser making fur farming today a process that has minimal environmental impact. Farmed fur animals eat food that is prepared from the waste products of the meat, fish and dairy processing industries, preventing this waste from being disposed into the environment. When the waste from fur farms themselves is well managed there are environmental benefits which include the production of bio-gas to reduce the demand for fossil fuels and the production of agricultural fertilisers to replace high-energy manufactured fertilisers.

Societal Sustainability is harder to define. The fur industry employs approximately a million people around the world and with tens of billions of US Dollars annually of economic activity directly related to fur, the industry makes a huge contribution to tax revenues and to the incomes of rural communities. Fur businesses are most often family-owned as the skills are passed form one generation to the next. Fur also allows many indigenous communities to carry out their traditional way of life, (e.g. Inuit seal hunters) while providing for their families in some of the harshest climates on Earth.

Another aspect of this kind of sustainability is that societies make decisions about what kinds of activities/organisations are allowed and which are not based on many factors like relative cost to the society, public opinion, etc. The fur industry demonstrates well why it deserves “license to operate” however the opposition fur has faced in the past years is proof that there is still work to be done in this area particularly in public communication.

REAL FUR VS. FAKE FUR – ENVIRONMENTAL IMPACT: IFF commissioned DSS Management Consultants Inc. (WWW.DSSMGMT.COM) to produce an independent Life Cycle Analysis (LCA) to enable the IFF and its members to better understand the environmental impacts associated with each stage of fur production. The results were announced in Oct 2012. The LCA involved a comparison with fake fur products, largely in response to claims that natural fur was not as “environmentally friendly.” Such claims should always be based on independent and scientifically sound data. The results have revealed a number of environmental advantages of natural fur when compared to fake fur.

In addition, along with all responsible industries, IFF sought ways and means to improve the environmental footprint of fur production. The findings of this report provide a solid foundation for the fur industry to identify opportunities to improve its environmental performance by increasing its positive contributions to environmental quality and by preventing or reducing its demand on the environment. This LCA reveals many opportunities for future improvement through all stages of the life cycle of natural fur. The fur industry is currently engaged in initiating an environmental management program; an important step being to identify and implement environmental good management practices throughout the fur life cycle.

China is an important part of every link in our value chain, increasingly so when it comes to production. The production of fur in China is well regulated and is the subject of a programme of continued improvement and review. In China, the State Forestry Administration (SFA) of the People’s Republic of China is responsible for fur farming. China has been characteristically quick to understand there is a moral and economic imperative to ensure the welfare of our animals. Animals that are healthier and happier produce the best fur and fetch the best prices. In this way there is a constant drive to improve welfare and quality across the board. The processes and technologies on the farms have evolved immensely and are utilised in farms across the world. This is important because as well as improving animal welfare and fur quality, it makes the fur farming process more sustainable and environmentally friendly. It also helps to eliminate waste in other areas of industry. How waste is dealt with is an important priority for farmers for several reasons: Governments regulate this very robustly; if handled improperly it could effect the environment negatively. The health of the animals as well as the farmer and family (many farmers live on their farms) is helped by good management of waste. Farms, like all businesses, need to have a good relationship with their neighbours and that is not possible when damaging the collective environment. Waste management can create extra income for farmers if dealt with in the right way. This last point is important. In the fur trade, we are often asked, “What happens to the rest of the animal?” This is an important question as we feel strongly that whenever possible the materials produced should not be allowed to go to waste. This is why the fur sector is a leader in terms of byproduct usage, using the remains to extract valuable phosphates for agriculture and fats that are used in such industries as cosmetics production and even cement. The other waste elements including methane producing byproducts are utilised to produce biogas, used in car engines and to drive public transport. Animal welfare is a top priority for the IFF and all members of the international fur industry. There is a big difference between animal welfare and animal rights. The fur sector respects animal welfare both legally when required by governmental authorities and voluntarily, often going above and beyond the minimums required. Please read more about animal welfare and animal rights. Animals on fur farms are protected against sickness and unfit living conditions. The fur farm wants to raise quality products to sell. This would ensure caring for their animals to produce highest quality fur. There are many rules and regulations governing both farming and trapping all over the world, and you can visit the welfare section of our website for more information. These two things may sound similar, but there is a big difference between them. Animal welfare means animals are well cared for and have access to clean water, nutritious food, shelter and veterinary care, to name a few. Generally, animal welfare means the farmer, or animal owner, needs to ensure the animals they tend too are cared for responsibly and in accordance with the latest available scientific knowledge and best practices. Most of us would agree that we have the right to make choices that affect our own lives. No one, for instance would dream of forcing someone who is vegan to eat meat. It is their choice and should be respected. Many animal rights activists however, cannot bring themselves to respect the rights of others to make their own choices and sometimes demand that governments “ban” the production and trade of may animal products, including fur.

Further reviewing and improving welfare standards, making processes more efficient, producing better quality products and demonstrating Environmental and Societal Sustainability to consumers and to the public at large are key to securing the license to operate for the fur trade, well into the future. We thank you for choosing a natural and sustainable option.

CARING FOR YOUR CASHMERE

Our H BRAND X THERON garments have an extremely delicate nature, Occasional pilling may occur. Subject to abrasion due to the delicate nature of the Cashmere fibres. Pilling, which is the Cashmere fibres shedding through wear, does not mean the garment is of an inferior quality, due to the fine knit construction, which creates a luxurious appearance, caution should be taken to avoid rough surfaces and share objects which may result in pulls and damages.

Step By Step on how to care for your H BRAND X THERON Cashmere garments.

Most people believe that caring for Cashmere is a complex and expensive process, but in fact the process is very easy. Like any wool, cashmere is naturally breathable and requires minimal washing (which is much kinder on our environment)

Becoming educated on caring for your beautiful cashmere knits means longer lifespan and getting the most out of your purchase. There are several methods to washing your cashmere – including dry cleaning. But most cashmere can be washed either by hand or on a gentle cycle in the washing machine.

Using a natural detergent is imperative. Being a natural fibre Cashmere responds best to natural, gentle ingredients that repair and nourish the fibres rather than damage them with the harsh chemicals in ordinary detergents. The right product will also help your jumper look fresh and last longer.

Here are 3 simple suggestions on how we keep our cashmeres looking beautiful.

  1. HAND WASHING BASIC INSTRUCTIONS

To hand wash fill a bucket or sink with luke warm water, no more than 30 degrees in temperature. Add your preferred natural detergent. Place the garment in the water and gently swish around for few minutes.

You can leave to soak for around 15 minutes. Empty the bucket and fill it up again with clean water, rinsing off any excess product from the garment. Then gently press all excess water from the garment.

It is important to dry your cashmere on flat surface and a clean towel. If you hang your cashmere wet it will dramatically stretch your garment. Gently pull the garment into shape, and lie flat until dry – we also suggest to avoid direct sunlight to prevent any fading.

  1. COLD WASH MACHNE CYCLE – this may appear scandalous!

Turn your H BRAND X THERON Cashmere inside out and place in a delicates bag. Ensure that you wash with similar colours.

Set the washing machine on the most gentle setting (normally wool or delicate) and ensure the water temperature is fixed to cold. Any water set above 30 degrees will shrink your jumper.

Once the cycle is finished, depending on your machine, you might need to remove excess moisture and again gently pull your garment into shape. Lie flat on a towel or rack to dry.

  1. DRY CLEANING OPTIONS

 Alternatively, dry clean sparingly. Once a season is usually enough. Excessive dry cleaning can give a dull appearance, and over exposure to chemicals can destroy the fibres over a prolonged period.

Machine washing really is the simplest method, however garments with additional delicate features such as beading, are better washed by hand.

Why is my Cashmere pilling?

Cashmere is a 100% natural fibre and is one of the most long lasting fibres around. It can naturally be prone to pilling. Even the most expensive Cashmere in the world can Pill. This is caused by friction and rubbing for example where your handbag sits or arms rub on your desk.

How do you get rid of pilling.

Pills can be easily (and very effectively) removed using a Theron Cashmere Comb. Never use a razor or scissors as you’ll damage the fibres and make it worse. After washing, simply lie the garment flat and use the comb, brushing in one direction to gently remove pills. Your garment will look as brand new as the day your bought it after this process. Avoid pulling pills with your fingers as this will damage the yarn.

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