House of CB Customer Service — Expert Guide

Overview and official channels

House of CB (official site: https://www.houseofcb.com) operates a centralized customer service model for orders placed on its online store and authorised retailers. For account queries, order management and post-sale issues you should always start via the brand’s “Contact Us” portal on the website; this ensures your case is logged with an order reference and routed to the correct regional team. As of 2025, the site supports region selection (UK / EU / US / Rest of World) which determines shipping rules, VAT handling and return windows.

Primary contact routes available are: web form (preferred for traceability), live chat (fastest for simple queries during staffed hours), and social DMs for informal requests. Typical staffed hours are 09:00–17:30 local UK time Monday–Friday for the UK/EU desk, with US support hours overlapping US business hours; response-time targets for e-commerce teams are usually 24–72 hours for complex tickets and under 2 hours for live chat during business hours.

What to prepare before you contact customer service

Saving time and avoiding follow-up depends on providing the right data up-front. Customer service agents handle hundreds of tickets per day; a complete submission speeds resolution and reduces escalations. Always include the information listed below and attach clear photos for sizing or fault claims.

• Order number (from your confirmation email) — format example: Order #12345678. If you cannot find it, provide transaction date and last 4 digits of the card used.
• SKU or product name (e.g., “Milan Satin Corset Dress — SKU 90321”) and exact size purchased.
• High-resolution photos (at least 1 MB each) showing any fault, label/tag, and the whole item laid flat; include a ruler or coin to show scale for tears/stains.
• Shipping address and tracking number (if available) plus screenshots of carrier tracking pages; carrier reference speeds carrier-related investigations.
• Preferred remedy (refund, exchange, repair) and bank/payment method used—refunds to cards can require 3–10 business days to clear after processing.

Order tracking, cancellations and modifications

Once an order is placed, House of CB will send a confirmation and then a dispatch email with carrier and tracking number. Domestic dispatch times typically range from 1–3 business days; standard delivery often takes an additional 2–5 business days domestically and 7–14 business days for international shipments, depending on customs. If you need to cancel or modify an order, contact customer service immediately: cancellations before fulfilment are usually possible within the first 1–2 hours, or before the “dispatched” status appears on your order page.

If an order has already shipped, agents can attempt to intercept with the carrier but success rates vary and interception fees may apply. For changes to size or colour after dispatch, the practical approach is to refuse delivery and return the item under the returns process (see below) or initiate an exchange once the return is accepted. Keep your tracking reference and note the carrier’s parcel ID — these numbers are required for most successful intercepts.

Returns, refunds and exchanges: practical details

House of CB’s returns process is self-service via the online returns portal; this preserves audit trails and speeds refunds. The usual operational flow is: create a return on the portal, print/attach provided return label, drop off or arrange carrier collection. Refunds are typically issued to the original payment method after the returned goods are received and inspected. Processing times after receipt are commonly 3–10 business days depending on payment provider; bank-credit timing can add 2–5 days.

Return shipping costs and custom duties depend on region and reason for return: for “change of mind” returns you are commonly liable for return postage; for faulty items the brand typically covers return shipping. If duties were paid on import, check the portal instructions—some regions require a customs refund claim using the return tracking number. For price reference, expect to pay between £6–£18 for standard return labels regionally; express returns cost more.

• Return conditions: tags attached, unworn, unwashed, all hygiene stickers intact (for swimwear/lingerie), accompanied by packing slip. Items failing these checks may be refused or refunded with a restocking deduction.
• Non-returnable items commonly include final sale items, custom/altered pieces, and underwear where hygiene seals have been broken.

Faulty items, repairs and warranty handling

If you receive a faulty product (manufacturing defect, seam failure, broken hardware) document the issue with dated photos and submit those through the “Faulty Returns” option in the portal. Good evidence accelerates approval: agents will typically request 3–5 photos (close-up of defect, label showing SKU and size, full garment). Investigations are often resolved within 3–14 business days; if further assessment is required, you may be asked to send the item to a local repair centre or to return it for inspection.

Repair solutions may be offered for minor issues (stitching, reattaching hardware) and are usually free for manufacturing faults within the brand’s warranty period. If a repair is not feasible, the brand will offer a replacement or a full refund. Keep copies of all communications and carrier receipts — if a return goes missing in transit, the tracking history will be essential for claims.

Escalation, chargebacks and consumer protection

If your issue is not resolved satisfactorily, escalate in this order: request supervisor review via the contact portal, submit a formal complaint referencing your ticket number, then use payment-provider protections (bank chargeback or card dispute) as a last resort. Chargebacks typically require waiting 14–60 days depending on card issuer rules and may affect your ability to place future orders.

For unresolved disputes in the UK, contact Citizens Advice Bureau or the Financial Ombudsman Service; in the US, use the card issuer’s dispute channel and consider filing with the Better Business Bureau as an information route. Keep all documentation (order confirmation, returns label, photos, correspondence) — detailed records make complaints and disputes resolvable within the industry-standard windows of 30–90 days.

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Who owns House of CB?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview House of CB is owned by its founder and CEO, Conna Walker. She started the company in 2010 when she was 17 years old and has since built it into an international fashion brand without taking on any external investment.
  Here are some details about the ownership:

• Founder: Conna Walker 
• Funding: Walker founded the company with a £3,000 loan from her father and has never taken external investment. 
• Current Status: She remains the sole owner of the brand, which is now a multi-million dollar empire. 

AI responses may include mistakes. Learn moreHOUSE OF CB FOUNDER “Do THIS To Make Your Brand …Dec 15, 2024 — so I don’t really know why that was. so then you started buying clothes selling them on eBay. starting this little bus…YouTube · Exhibit AConna Walker – ForbesFounder, House of CB. United Kingdom. Photo by Levon Biss/The Forbes Collection. From the Editor. Conna Walker started House of CB…Forbes(function(){
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How do I contact CBS Live?

Find CBS customer service contact details including phone, live chat, and social media options. Call (888) 274-5343, use the contact form or reach out via Twitter, Facebook, or Instagram for assistance with CBS programs and services.

How long does it take to get a refund from House of CB?

within 2-3 working days
Refunds are processed within 2-3 working days of receiving the item. Please note SALE items are refunded via Gift Cards. Card refunds may take up to 10 business days for your bank to complete depending on their processing time.

How do I contact the House of CB?

💌 [email protected].

How long does it take for House of CB to come in?

Standard delivery operates weekdays Mon – Fri 8am to 5pm. All USA orders take approx. 2-3 working days.