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FAQ

Curated Collections

Is there any discount if I choose to buy a curated collection?

Absolutely! Buy any curated collection outright and the price you pay is already discounted.

Can I place an order over the phone?

Of course you can – our Customer Experience Team would be more than happy to assist you. Just call 1300 988 600, or send us an email (hello@homepal.com.au), and we will get back to you as soon as we can.

Order Enquiries

What happens if something I order is out of stock?

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.

What if I experience an error whilst ordering?

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

Payment Methods

What are HomePal’s online payment options?

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. 

Why didn’t my credit card payment go through?

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.

Delivery

What is the HomePal white glove treatment?

Our white glove treatment 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 treatment is completely free!

 

Note: Some curated collections are quite easy to assemble, even without tools. Therefore, white glove treatment is only applicable for some curated collections.

Can I specify a delivery date?

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.

What if I miss my delivery?

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

How do I cancel my order?

You 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

Can I make changes to an existing order?

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!

What happens if my item is damaged or missing parts when it arrives?

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.

Product Assembly Guide

Where can I find the assembly guide for my furniture pieces?

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.

Where can I find the furniture legs?

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.

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