My item is not what I wanted. How do I make a return?
We understand that sometimes furniture or products that you receive, are not what you had expected. If you’d like to return your item, please visit our returns policy.
Can I pick up my order?
Yes, there is a click and collect option at checkout located at our Sydney warehouse.
Do we organise the assembly of products?
Yes, we can organise assembly of all furniture products at an additional cost for residents who reside in the Sydney, Melbourne or Brisbane metropolitan areas. Please read our services page for more information.
I would like to make a large order, what should I do about this?
We would love to personally assist you with your order, please contact us at firstname.lastname@example.org and one of our team members will get in touch with you directly to help you complete your order.
Do we offer warranties on any items?
Yes we do. Most items (such as furniture and products) have a 12 month warranty period, however please refer to each individual product page to find the specific warranty policy for each product you are after.
How will I know when my order will arrive?
When purchasing items from The Home Office, please take note of the inventory status provided in the product information details. Delivery time will vary depending on the location, quantity of items and if your items are in stock or are currently on pre-order. After your order is processed and shipped, you will receive an email with a tracking number that will provide you with a more accurate estimation on the delivery time frame.
How long after making payment will my order be shipped?
AAt The Home Office we aim to dispatch your goods as soon as possible. Custom goods will be put into production as soon as we receive payment from you. Items noted as ‘In Stock’ will be dispatched within 2-5 business days. Any pre-order items will be dispatched within 1-8 weeks, depending on the individual item and quantity. Please refer to the individual item details on our website of the specific item you are after.
Do you offer international shipping?
No, we do not offer international shipping at this stage, as we are an Australia wide eCommerce store only.
I am yet to receive my item, where is it?
No problem, we can assist you. Please contact us via email@example.com if you think your item has been lost or is taking a longer than usual time to deliver, and we will assist you directly.
My item(s) were damaged in transit. What do I do about this?
On occasion items can unfortunately be damaged in transit. Please contact us via firstname.lastname@example.org within a few days (1-3 days is preferable) after receiving your order, and we will happily assist you in resolving this issue as quickly as possible.
Can I track my order?
Yes, once your order has been shipped, you will receive tracking information by email from the courier delivering your item(s). This tracking information will provide you a more detailed and accurate estimate on your expected delivery time.
Do we deliver to PO Boxes or Parcel Lockers?
No, unfortunately we do not deliver to PO Boxes or Parcel Lockers as many of our items are too large to fit into these drop off spaces. We only deliver to specified street addresses.
What happens if I am not home to accept the delivery?
If you are unable to be home for the couriers to accept the delivery at the specified time, in instructions on how you can collect your items or arrange to have your items re-delivered, in some circumstances the item(s) will be returned to our warehouse at your expense.
Items that require a signature at delivery (mostly furniture items) will be returned to our warehouse at your expense. We can arrange for delivery of your items at an alternative time with an additional courier fee.
Accessory items delivered by Australian Post and Aramax will provide you with the option to allow for the item(s) to be left at your door with no signature required.
For any further enquiries please read our delivery page www. or contact us directly via email@example.com.
Can I nominate a delivery date and time?
No, unfortunately our system does not allow you to allocate a specific time of delivery. We do apologise in advance for this, but we are working on it!
Will all items be delivered at the same time?
Delivery time will vary depending on the location of where the individual item(s) are stored and shipped from, and if your item(s) are in stock or are on pre-order. Once an item has left the warehouse, you will be emailed a shipping confirmation that will specify a detailed estimated arrival time for that specific item(s). You will receive a separate email for each item that is stored and delivered from a different warehouse.
What will happen if an item says it can not be delivered to my location?
In some cases (specifically to those areas out of the greater metropolitan area) couriers who are assigned for the delivery of certain products, are not able to arrange delivery to specific locations. If your location falls into once of the locations then please get in contact with our customer service team who will arrange an alternative delivery method of your item(s) for your area.
What payment methods do you accept?
We accept payment via credit or debit card including Visa, Mastercard and American express. If you would like alternative payment options then please contact us directly 1300 166 731 or via firstname.lastname@example.org.
I don’t have a credit card, can I still purchase from you?
Yes you can, call us on 1300 166 731, and we will assist you by providing ETF details for an alternative payment method.
Can I use multiple payment methods to process the one order?
No, unfortunately our system does not offer multiple payment options at this time.
Do I have to cover costs for postage on a return?
Yes, if an item is returned due to a ‘change of mind’ you (the customer) will need to pay for the cost(s) for return of the item(s). We offer a full money back guarantee on all products and items if they are deemed as unused, undamaged and within it’s original packaging.
For more information, visit our Returns & Faulty Items section.
Do you offer full refunds on items?
We know you’ll love our products that you purchase from The Home Office, however in case that you are not satisfied with your order, you may return the item(s) 14 days from the date of delivery. If items are unused, undamaged and within it’s original packaging (as new condition), you will receive a refund from The Home Office. Any item(s) that are non refundable include any clearance stock items or custom made/ordered items.
Visit our Returns & Faulty Items section for more information.