1. Shipping & Delivery
HOW LONG DOES DELIVERY TAKE?
Delivery time varies depending on the supplier, warehouse, your location and the courier logistics. We have a 3 business day handling period, which allows for our admin team to process the order, the warehouse to pick the order and the courier to collect the order. Once your order has left the warehouse, you will receive tracking information to either the phone, email or both that you provided.
If your order is within 50km of our Perth (Cockburn Central) store, we may call you to arrange delivery with our own vans, however if we have too many local orders and determine that a courier would be a faster option we will arrange that instead.
HOW MUCH WILL HOME LIVING STORE CHARGE FOR DELIVERY?
After selecting the product that you wish to buy, our system will automatically generate various shipping options based on your location.
If we have any shipping promotions running, we will advertise them on the home page of the store. These promotions will show as a shipping option at checkout, along with our standard options. If you wish to use the shipping promotion, please select the option provide.
WHAT DOES 'FREE SHIPPING' MEAN FOR ME?
Free shipping means that Home Living Store will pay shipping charges for the relevant order. We find this makes the shopping experience easier for our customers..
We select a courier with acceptable standard delivery timeframes, from a list of options generated by our broker software. We reserve the right to choose, as customers in remote areas may incur a large shipping fee and we require the flexibility to choose a less expensive courier with longer timeframes, as long as they are still acceptable.
HOW CAN I TRACK MY ORDER?
When your order is collected from our warehouse by a courier, the tracking information will be sent to the phone or email address you provided. If you are unable to locate or don’t receive these updates, you can contact us on (08) 6295 0412 and we can locate your order using information you provided when you ordered, such as name, address and contact details.
For bulky or fragile items, the courier may contact you to arrange a suitable delivery time.
WILL I HAVE TO SIGN FOR MY DELIVERY?
Yes, our standard shipping arrangement requires you to sign a delivery form in which you confirm that the product was delivered in a suitable condition (without obvious defects or damage). If you would prefer your order to be left at the door, please find the notes section when placing an order and request this.
WHAT IF I AM NOT HOME WHEN MY PACKAGE ARRIVES?
If you are required to sign, our shipping partner will leave a notice at your home detailing an alternative delivery arrangement. If you have notified us that you would prefer your order to be left at the door, it will be left in a safe place as determined by the courier.
MY ITEMS HAVEN'T ARRIVED YET. WHAT CAN I DO?
As soon as your order has been dispatched we will send you a shipping confirmation to the phone and email address provided. Before contacting us directly, ensure that you check the delivery tracking status of your order.
If you believe the order is taking an unreasonable amount of time and the couriers are not helping you effectively, or if you do not receive any shipping confirmation or tracking status, please contact us at email@example.com or (08) 6295 0412.
For bulky and fragile items, the carrier may contact you to arrange a suitable delivery date.
HOW DO I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Contact us at firstname.lastname@example.org or (08) 6295 0412, AS SOON AS POSSIBLE if you enter incorrect information. If the order is already collected by a courier, or we are unable to contact our warehouse manager before it is collected, there will most likely be additional charges.
We will first try to have the order redirected by the courier. If the courier charges for this, you must pay this charge to have the order redirected. If it is not possible to redirect, you may be required to wait for the order to be returned to sender, followed by paying a shipping fee to have it re-sent. In this case free shipping does not apply and any refund of the order would exclude the initial shipping fee (even if purchased under a free shipping promotion).
2. Brands & Stock
THE ITEM I WANT IS OUT OF STOCK. WHAT NOW?
We try to re-order products which have been popular, to avoid being out of stock, however this relies on many factors. We do occasionally pre-sell products before they arrive, so if you are interested in an item which is out of stock, or want to confirm whether we have stock of an item, please contact us on email@example.com or (08) 6295 0412.
We do not always re-stock products, depending on sales rates as well as whether suppliers and manufacturers have discontinued the product.
DO YOU PLACE ITEM(S) ON BACKORDER?
We never advertise products with the intention of them being on back-order. If we sell a product that is out of stock, it is an accident and we will notify you as soon as we try to process the order and realize (generally within 24 hours).
We occasionally pre-sell products, if this is the case it will be advertised on the product listing. We also send emails to all customer who order pre-sale products, to confirm that you are aware it is a pre-sale product.
CAN I PLACE AN ITEM ON HOLD FOR PURCHASE AT A LATER DATE?
Yes, we allow customers to order and we hold products for up to 45 days. In many cases this is due to circumstance such as moving home.
We can not guarantee exact delivery dates, however we can agree to deliver a product “on or after” a certain date, in which case we process the order and book our delivery partner a couple of days prior to the required date, to ensure that it does not arrive beforehand.
HOW DO I KNOW IF YOU CARRY A CERTAIN BRAND?
We kindly ask you to type the brand name in the search bar or to search for your desired brand.
WHEN CAN I EXPECT NEW PRODUCT(S) TO BE LISTED ON YOUR WEBSITE?
We are constantly updating our product range. We endeavour to add new products to our “new arrivals” category, found on the home page, however not all products are guaranteed to show here. We also post products regularly on our social media pages, trying to prioritize either new or popular products.
DO YOU OFFER A WARRANTY ON YOUR PRODUCT(S)?
Products are typically guaranteed by suppliers with a warranty of at least 12 months. Please keep receipt of your purchase for warranty claims. For specific product warranty questions, please email firstname.lastname@example.org.
HOW CAN I PROVIDE FEEDBACK ABOUT A PRODUCT?
We look forward to hearing feedback about our product(s). If it relates to product manufacturing, please send feedback to email@example.com.
For customer service feedback we recommend Google Reviews.
DO YOU HAVE A SHOWROOM OR RETAIL STORE WHERE I CAN VIEW THE PRODUCT PRIOR TO PURCHASING?
We have a showroom in Cockburn Central, Perth, however not every product on our website is on display. You are welcome to come in to browse or ask questions, however if you are looking for a specific product we recommend you call us in advance on (08) 6295 0412, to confirm whether we have the item on display.
3. Technical Assistance
I NEED PERSONAL ASSISTANCE WITH MY ORDER. WHO CAN I CONTACT?
Please contact us on (08) 6295 0412 or email firstname.lastname@example.org
I AM HAVING PROBLEMS ORDERING THROUGH YOUR WEBSITE. WHAT CAN I DO?
Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, or need assistance navigating the website, contact us on (08) 6295 0412 or email@example.com.
WHAT ARE COOKIES? DO I NEED TO ENABLE COOKIES IN MY BROWSER?
Cookies are small amounts of data that are sent from a website to your browser and stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers. Cookies need to be enabled on your browser to allow you to add product(s) to your cart
WHAT PAYMENT TYPES DO YOU ACCEPT?
Home Living Store try to accept as many payment methods as we can, however we currently will not accept crypto currency. If we do not allow your payment method, we are open to suggestion at firstname.lastname@example.org.
We currently offer Visa, Mastercard, Amex, ShopPay, ApplePay, GooglePay, ZipPay and AfterPay.
IS IT SAFE TO USE MY CREDIT CARD ON YOUR SITE?
We strive to ensure that every credit card transaction occurs within a secure environment. Home Living Store use SSL security encryption certification to protect your information. You can see the transaction is secure if a keylock is visible in the top left corner of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that your credit card or bank account information will be secured.
MY CREDIT CARD DETAILS ARE NOT BEING ACCEPTED. WHAT'S WRONG?
Please check with your bank or financial institution to rule out errors on their behalf. If problems persist, please contact us on (08) 6295 0412 or email@example.com
MY COMPUTER FROZE WHILE PROCESSING PAYMENT. HOW WILL I KNOW THAT MY PAYMENT WENT THROUGH SUCCESSFULLY?
All successful transactions will receive a confirmation email or text to the details you provided. If you have not received confirmation via email, please try placing your order again. If you are unsure, contact us on (08) 6295 0412 or firstname.lastname@example.org
5. Privacy & Security
HOW DO I KNOW IF I CAN TRUST HOME LIVING STORE?
We provide information about who we are and what we do at our ‘about us page’ on the website, as well as keeping our store policies up to date and as detailed as possible, to protect both you and ourselves.
If you are unsure or have any questions about our business, you can contact us on (08) 6295 0412 or email@example.com
DO YOU KEEP MY CREDIT CARD DETAILS?
No, we do not store your credit card details.
WILL MY INFORMATION BE SOLD TO THIRD PARTIES?
No, we do not sell any information; please see our store policies explaining exactly how we use your information.