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Frequently Asked Questions and Support

Got a question? Here are the answers! If you can't find what you're looking for below, please reach out via Live Chat or contact us for more information.

Payment Methods

For your peace of mind, we only accept online payment through our secure system. You will need to add details for a credit or debit VISA or Mastercard, or a PayPal account.

Rest assured – all of your details are safe within HomePal’s secure environment.

It sometimes happens. If your valid card with sufficient funds is not being accepted, we recommend checking your card details are correct. Simply log into your account, select Payment Details and ensure:

  • Your name is as it appears on your card, without the title (Mr/Mrs/Ms, etc.).
  • The card number, expiry date and CVC are all correct.
  • There are no spaces before or after any of the numbers.
  • If your card is new, check it has been activated by your bank.

If all of those details are correct and you’re still having issues, you could try adding your payment details on another device or in a different browser. If this still it doesn’t do the trick, contact us and we will help resolve the problem.

 

Property Enquiries

Click on ‘Find a home’ in the main menu, where you can filter search results based on your requirements. You can also tap the Location icon in the top right – your current location will be used to search for properties around your area.

Select a suburb, region or postcode, then choose either buy or rent, furnished or unfurnished. Once you have set your property requirements tap Show Results.

We love answering your questions! If you want to contact the agent, book an inspection, learn more about price information and so on, please send an enquiry form to us:

  1. Click the property that interests you.
  2. Click ‘Enquire now’ and enter your details.
  3. Select your package. (For furnished homes, you can only choose appliance packages and styling packages. For unfurnished homes, you will also have the option to choose furniture packages).
  4. Choose whether you would like to buy or rent the package.
  5. Click ‘Submit your enquiry’ and you’re done.

Yes! When you click ‘Enquire now’ within each property details page you can select all of the packages you are interested in. We will then know your preferences and get back to you with prepared solutions to suit you.

 

Furniture Packages

There are two easy ways to purchase a furniture package. One is to buy it immediately with a one-off payment. The other is to pay over time through an increase in your weekly rent.

If you are not sure what kind of package suits you, simply send us an enquiry form:

  • Select the furniture package that interests you.
  • Click ‘Enquire now’ and enter your details.
  • Select your package (If you submit the form through the furniture package listing page, please indicate all of the packages you are interested in. If you submit the form through one furniture package page, you are only enquiring about this specific package).
  • Choose whether you would like to buy the package or rent it.
  • Click ‘Submit your enquiry’ and you’re done.

Absolutely! Buy any furniture package outright and the price you pay is already discounted. The average outright selling price is 10% lower than that of paying weekly.

Unfortunately, we don’t sell single items. Please note that all of our furniture is sold in packages so that we can offer you the advantage of discounted prices.

Of course you can – our Customer Experience Team would be more than happy to assist you. Just call (03) 9088 7692, or send us an enquiry form, and we will get back to you as soon as we can.

 

Order Enquiries

On the day of purchase, we will send you a confirmation email with a tracking link so you can track the progress of your order.

If you haven’t received a confirmation email within 30 minutes of successfully placing your order, you may have incorrectly entered your email address. Alternatively, the confirmation email may have been flagged as spam.

Check your junk email folder to ensure that the email isn’t there. All confirmation emails are sent from this HomePal email address: admin@homepal.com.au

If it is not in your junk email folder, please contact us with your full name and order number and we can confirm your order for you.

Occasionally an item is sold out, yet still appears online. If the item is sold out, we will only ship the items that are available and include details about any excluded items, for which we will provide a refund.

There may also be occasions where an item has been permanently discontinued. In this case, please speak to our customer experience team who will happily help find an alternative piece that will look just right in your home.

If you experience any technical issues whilst using the site, please contact us and we will assist you.

 

Delivery

Our white glove service offers a better customer experience. We will carry items into your home, including carrying them upstairs or through tight hallways to get to their final destination. Once the items are inside, the delivery professional will assemble them and remove any packing materials. What’s more, our white glove service is completely free!

Note: Some packages are quite easy to assemble, even without tools. Therefore, white glove service is only applicable for packages with a ‘white glove service’ badge.

If you’re not at home at the time of delivery small items may be left in a safe spot on your property.

Furniture deliveries usually require a signature upon receipt. If you can’t be there and wish to give an Authority to Leave for the courier, simply contact our Customer Experience Team who will provide you with the correct form to complete and sign.

At HomePal we work together with the well-reputed courier services Mainfreight, DHL, and Australia Post.

At present, we only deliver within Australia. However, we are planning to expand our service area to other countries in the near future.

Every product page shows you the lead time for each package. This indicates when the item is expected to be ready to leave our warehouse to travel to you.

If an item is in stock, from the moment you place your order we require 2 business days to prepare the item – however, please allow some additional time for rural areas.

If you need to receive your order by a certain date (for example, because you have an event) please contact us through live chat and our team will be happy to check if the order is likely to arrive on time.

In order to meet their delivery schedules, for large furniture items the couriers will contact you to arrange a specific day for delivery. If the suggested delivery date is not suitable please advise the courier to arrange an alternate date.

Smaller and medium furniture items, artwork, homewares, cushions, lighting products, upholstery care products, bedding and manchester will be delivered by couriers who might not contact you prior to delivery. If you are not home when they attempt the delivery, they will leave a card in your postbox with contact details for their local depot.

Small items can be left at a safe space on your property.

Saturday delivery is only possible in some Metro Melbourne areas. If it is crucial for you to receive your order on a Saturday, please contact us through live chat and we will be happy to check what is possible for your location.

Our delivery options usually cover delivery to your curbside (HomePal Regular Delivery) or to the front door of your house/apartment building (HomePal Upgraded Delivery). Our third party couriers will not usually be able to bring items inside your house or apartment building because of insurance reasons.

Only our Delivery by HomePal Teams in Metro Melbourne are able to bring items inside and drop them off in your apartment. Please remember to check the packaging dimensions on each product page to make sure that they do actually fit into your lift or through the staircase! The Delivery Team cannot unpack items for the delivery if space is tight.

Unfortunately, HomePal does not take responsibility for any incorrect or incomplete order details given when you purchase, including delivery address, contact details or email, and the subsequent failure of delivery as a result.

A re-delivery fee will be charged before goods are dispatched to you again. The re-delivery fee will be based on the fees charged by our delivery/courier companies. These fees will apply when:

  • Incorrect order details are given upon purchase and the delivery fails as a result.
  • Rejecting or refusing a delivery service.
  • The driver has attempted to deliver your items by the confirmed booking time advised. If the delivery is not successful, the courier company will send the items back to the depot or to the warehouse.

 

Cancellation

We want you to be completely happy with our service, so you can cancel your order at any time if you need to. Please contact us with your order details, including the order number and your full name, so we can cancel your order prior to processing.

If we need to process a refund, please note that once a refund is processed by our supplier, it may take up to 14 working days to appear in your account depending on your banking institution.

 

Returns & Exchanges

Placing an exchange request is simple. Please complete our returns form and our team will be in touch within 24 business hours to advise the next steps.

Your purchase must be returned within 60 days in an undamaged and re-saleable condition. Keep in mind that any difference in price between your new item and the one you’re exchanging will need to be settled.

This means you’ll need to pay the difference (if your new item costs more than the one you’re exchanging) or we’ll refund the difference (if your new item costs less than the one you’re exchanging) via the same method used for the original payment.

Order amendments are usually possible if no item of the order has left our warehouse yet. Conditions and restrictions may apply, especially if promotions have been applied or if any items are made to order.

If you would like to make amendments to your order, please contact us as soon as possible through live chat, including details of the desired changes and your order number.

Please note it is up to our discretion to amend an order more than once – but we’ll do everything we can to help!

We strive to deliver the best product quality possible and we apologise if this didn’t work out in your case. Simply contact us and we will do our best to resolve the issue as soon as we can.

Please keep the original packaging of the item in case a return is necessary. Contact our customer service representatives about your issue through live chat. If you are requesting parts, please refer to the parts details and reference numbers mentioned in the assembly guide.

If an item is damaged, please attach images of the damage or fault in question. In some cases, we also need photos of the packaging (e.g. when an item seems to be mislabelled). The more details you provide, the faster we can solve the problem.

If you need to submit a warranty claim request simply contact us through live chat and provide as much information as possible. Our team will assess your claim within 2-3 business days and get back to you with options.

 

Product Assembly Guides

All assembly guides are usually provided on the product page itself. If your item arrives disassembled and you can’t find the instructions on our website, please reach out to our team.

A number of our furniture pieces are delivered with their legs inside, underneath the item. This offers protection during transit. Please turn the item upside down and look underneath for a zipper or velcro.

Nothing there? Contact us and we will send you the missing legs as soon as possible.