Help Centre

Find answers to frequently asked questions, track your orders, learn about shipping and delivery, explore our warranty and returns policies, and get customer support. We're here to help.

Homecoze - Help Center

How much is shipping?

How do I work out shipping costs?

How do I track the status of my delivery?

When will my order be shipped?

How will I know when an item has been shipped?

I haven't received my order. What should I do?

Why have I only received part of my order?

What is your 'Freight Protection Promise'?

Do you offer same-day delivery?

What happens if it’s past the ETA I was advised and I haven’t received my order?

Do you deliver to my area?

Do you deliver to PO Boxes or Parcel Lockers?

Do you ship outside of Australia?

What is the delivery time frame?

Which couriers do you use?

Can I arrange my own courier?

Can I pick up my order?

Can I request a specific delivery date and time?

Can I add delivery notes to my order?

Why is my parcel being returned back to you?

Do you offer express delivery?​

Can you deliver to my upper-level apartment/unit?​

Can you deliver my parcel into my house/unit?

Shipping FAQs

Shipping Policy Information

Freight Protection Promise

Force Majeure

Customer Support

Shipping Information

Delivery Information

Estimated Delivery Time

Delivery Issues

Undeliverable Areas

Delivery information

Shipping & Delivery

Can I pay cash on delivery?

What payment methods do you accept?

Do you offer Buy now, Pay later?

Do you offer layby?​

Can I pay via bank transfer?

Can I pay with cash on delivery?

Payments

General Information

What is your Return Policy?

Warranty Policy

Do you offer exchanges?​

Exchanges

What items are non-returnable?   ​

Order Cancellations

I changed my mind, can I return my order?

Damaged, Faulty or Missing Items

Returns & Refunds

What happens if something breaks during transit?

What do I do if my order is late beyond the delivery time frame?

Do you offer price matching?

Do you offer wholesale/trade pricing?

Do you have a showroom?

Do you offer click and collect?

Where is your head office?​

Do you offer Price matching?

Do you offer raincheck?

Do you offer commercial or wholesale discounts?

General Inquiries

I entered the wrong shipping address, can I change it after I placed my order?

Can I hold an order from being shipped?

Can I edit my order after it's been placed?

I haven’t received my order confirmation email. What should I do?

I received the wrong item. What should I do?

I received a damaged or faulty item. What should I do?

Can I cancel my order?

Order Queries

Do you sell gift cards?

Do you offer product assembly?

How do I know if a product will be restocked?

How do I sign up to be notified when an item is back in stock?

How do I choose the right TV unit? ​

I want a specific number of bar stools but it's not currently offered as a set, what should I do?​

Product Questions

Impact of Severe Weather in Queensland and Northern NSW

Delivery Delays in Far North Queensland Due to Severe Weather

Staying Safe While Shopping Online

Extreme weather conditions across Queensland and northern NSW are currently impacting our courier partners' networks, which is causing delivery delays to these regions. The safety of our people, customers, and the wider community is our top priority.

<div data-message-author-role="assistant" data-message-id="0f1b0150-49cb-4122-8e11-e91b8f0efbfc" data-message-model-slug="gpt-4o" dir="auto" id="isPasted">Extreme weather conditions across Queensland and northern NSW are currently impacting our courier partners&apos; networks, which is causing delivery delays to these regions.The safety of our people, customers, and the wider community is our top priority. We are actively working with our courier partners and local teams to monitor the situation closely and minimise disruptions where possible.We appreciate your patience and understanding during this time. If you have any concerns about an existing order or need further assistance, please don&#x2019;t hesitate to reach out to our customer support team.We&#x2019;ll continue to provide updates as more information becomes available.Thank you for your understanding and stay safe.</div>

Severe weather and flooding in Townsville and surrounding areas have disrupted transport infrastructure and delivery networks, resulting in delays for mail and parcels entering and leaving the region. These conditions are impacting communities and ou

<div data-message-author-role="assistant" data-message-id="0f1b0150-49cb-4122-8e11-e91b8f0efbfc" data-message-model-slug="gpt-4o" dir="auto" id="isPasted">Severe weather and flooding in Townsville and surrounding areas have disrupted transport infrastructure and delivery networks, resulting in delays for mail and parcels entering and leaving the region. These conditions are impacting communities and our ability to maintain regular delivery schedules.We are actively working with our logistics partners to minimize disruptions and reroute deliveries where possible. However, safety remains our priority, and delays may continue until conditions improve.Customers are advised to expect longer delivery times for orders to and from Far North Queensland. Tracking updates may also take longer to reflect progress. We appreciate your patience and understanding during this time and encourage you to contact our customer service team if you have further questions or concerns.</div>

Online shopping offers convenience and access to a wide range of products, but it’s important to stay vigilant to protect your personal and financial information. Follow our essential tips to shop safely and securely. Before entering any personal or

<div data-message-author-role="assistant" data-message-id="0f1b0150-49cb-4122-8e11-e91b8f0efbfc" data-message-model-slug="gpt-4o" dir="auto" id="isPasted">Online shopping offers convenience and access to a wide range of products, but it&#x2019;s important to stay vigilant to protect your personal and financial information. Follow our essential tips to shop safely and securely.<h3 id="1-use-secure-websites">1. Use Secure Websites</h3>Before entering any personal or payment details, ensure the website is secure. Look for URLs starting with &quot;https://&quot; and a padlock icon in the browser bar. This indicates an encrypted connection that keeps your information safe.<h3 id="2-read-reviews">2. Read Reviews</h3>Before making a purchase, check customer reviews and seller ratings. Verified reviews can provide insights into product quality and the reputation of the seller.<a href="https://homecoze.com.au/pages/customer-reviews" rel="noopener noreferrer" target="_blank">View Homecoze Customer Reviews</a><h3 id="3-understand-return-and-refund-policies">3. Understand Return and Refund Policies</h3>Before making a purchase, review the store&#x2019;s return and refund policies. Knowing the terms in advance can prevent issues if you need to return or exchange an item.<h3 id="4-keep-records-of-your-purchases">4. Keep Records of Your Purchases</h3>Always save order confirmations, receipts, and any email correspondence related to your purchase. These records can be useful in case of disputes, refunds, or warranty claims.<h3 id="5-monitor-your-financial-statements">5. Monitor Your Financial Statements</h3>Regularly review your bank and credit card statements to identify any unauthorized transactions. If you notice anything suspicious, report it to your financial institution immediately.<h3 id="6beware-of-suspicious-links-or-unsolicited-contact">6.&#xA0;Beware of Suspicious Links or Unsolicited Contact</h3>All legitimate correspondence from Homecoze will only come from our official email addresses: marketing@homecoze.com.au&#xA0;and support@homecoze.com.au. We will never send unsolicited links or request personal information through forms.&#xA0;Payments for purchases are only processed through our secure payment checkout at <a href="http://www.homecoze.com.au" rel="noopener noreferrer" target="_blank">www.homecoze.com.au</a>, and we will never reach out asking for your bank or credit card details.If you receive a suspicious message, do not engage with it. Instead, take a screenshot and forward it to support@homecoze.com.au&#xA0;for verification.&#xA0;By staying informed, we can work together to maintain a secure shopping experience.Stay safe and happy shopping!</div>

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