Help

How much will I be charged for shipping?

We try to keep shipping costs as low as possible and they will usually be about $9.95 for all products purchased from one campaign. If an item is heavy or bulky, it may have a separate fee that can vary depending on where you live. We are constantly working to improve delivery times and costs, and do not make any money whatsoever out of shipping fees.

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How can I return an item that isn't quite right?

If you change your mind or an item doesn’t match as you thought it would, most items can be returned to us within 30 days of receipt, unless marked otherwise on the product page.

Requesting a Return

-In the "My Orders" section, go to "Return an Item" to select the item you would like to return. 
-The support team will contact you within 1-2 days to provide you with instructions of how to return your item, as well as a return slip to include in your package.

Eligible Return Items 

-Returned items must be in the same condition in which they were sent, including having all original tags and packaging

We are Unable to Accept Returns on the Following:

-Hosiery, lingerie, swimwear, cosmetics, and perishable products.
-Damaged, used or worn goods (unless agreed to by us in our sole discretion).
-Services or unique experiences.
-Other items where the product page was marked as non-returnable or final sale.
-Orders that were shipped more than 21 days ago.
-Returns for terminated or cancelled accounts.

Additional Return Details

-Once you receive your return slip, please make sure that you send us your package as soon as possible. In order for us to accept your return it must arrive at our warehouse within 10 days of issuing the return label.
-Do ensure you package the order well – use the original packaging with lots of padding so that it arrives at our returns facility in perfect condition – we cannot refund items that arrive damaged.
-Once your returned product has arrived at our warehouse, our support team will refund you in store credit for the products (less the original shipping fee).
-We regret that The Home cannot cover shipping costs to our returns facility.

Please see our full returns policy for more details.

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How do I purchase a product?

Firstly, make sure you’re signed up! After logging in, add whichever product you would like to purchase to your ‘cart’ and make your way to the ‘checkout’. Follow the on-screen instructions from here - you can pay via a registered PayPal account, or using your credit/debit card.

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How long till I receive my product?

You will receive your product approximately 2-3 three weeks after the campaign you have bought from closes. When your product has been shipped you will receive an email notification with a tracking identification number. Please note: If you place an order with products from different campaigns, you will receive your pieces separately. This form of dispatch is to ensure you receive your goods as soon as possible.

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I have received a damaged product. What do I do?

It breaks our heart when a beautiful item arrives broken or damaged and we do our best to package all orders as well as possible. Unfortunately damage in transit does happen occasionally, and if this is the case, please go to the "My Orders" section and select "Return an Item". Here you will be invited to ulpload an image of the damage, and our customer service team will repond within 1-2 days with next steps.

Alternatively, please contact support@thehome.com.au so that they can help you. Due to the nature of our business, a replacement may not always be possible, but we will do our best to help you!

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How do I refer a friend?

In order to refer a friend to The Home, follow the link at the top of the home page and add your friend’s details where required. You can share via email, Facebook and Twitter and, best of all, you’ll receive $10 credit with your friend’s first purchase! Please note: The Home credit is valid for 3 months, if the referred person purchases within 72 hours after subscription.

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Who can I contact for help?

If you need assistance and can't find an answer on this page, you can find a link to our Contact Us Form below.

If the Contact Us form isn't working, you can get in touch with us at support@thehome.com.au - but, if you can, please use the Contact Us Form - this will help us better understand what you need so we can get back to you quicker!

While we do whatever we can to get back to you as quick as we can, please allow between 1-2 working days for a reply.

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