Shipping, Delivery and Product Policy

At House of H- Design, we strive to provide you with the best possible shipping experience. We offer a variety of shipping options depending on your location and the size of your order.

For all homewares delivery within Australia, shipping is completely free of charge. This applies to all orders, regardless of size or weight.

If you live within Melbourne metro area or Greater Geelong Region and have ordered furniture, we offer free ground floor delivery to your door in a protective crate. For front doors accessed by stairs, the delivery will be taken to the ground floor only. We recommend that you have someone available to help you unpack and position your piece in your home.

For larger furniture items, such as chests of drawers or console tables, we provide careful packaging in crates to ensure that your delicate inlay furniture is not damaged in transit. We recommend that you visit our Care & Unpacking page to learn the best way to open the crate. Two people are required for this task.

For customers in metro areas who would like their furniture pieces to arrive un-crated and in bubble wrap and foam, we offer a Premium Furniture Delivery service for a fee of $149. This includes a 2-man delivery to your home.

For customers located outside metro areas, ground floor delivery in a crate is included in the shipping cost. Please note that the cost for small furniture, such as mirrors, bedside tables, and side tables, is $59, while the cost for bulky furniture, such as coffee tables, consoles, chests, and sideboards, is $339. For front doors accessed by stairs, the delivery will be taken to the ground floor only. We recommend that you have someone available to help you unpack and position your piece in your home.

If you require additional services, such as taking your furniture up a flight of stairs, please contact us prior to your delivery and we will gladly arrange this for you at an additional cost.

If you have any questions about our shipping policy or would like more information, please do not hesitate to contact us via email at info@houseofh.com.au or through our contact form. We are committed to providing you with a positive shopping experience and will do everything we can to ensure your satisfaction.

How long does it take for my order to arrive?

Delivery timeframes for our products are clearly indicated on the product page of our website. For items in stock (with a quantity of 1 or more), we will dispatch within 2 weeks.

Under normal circumstances, delivery for items not currently in stock or on their way is expected within 2-14 weeks. However, due to Covid-19 pandemic-related delays, delivery may take up to 18 weeks. Contact us for availability of your desired product and its status in our Melbourne or Sydney warehouse.

Our commitment to exceptional customer service means we keep you updated on your purchase's status. Please provide us with a suitable delivery address and contact number for deliveries during business hours (Monday to Friday, 9am-5pm). We do not ship to PO boxes. We'll notify you of any anticipated delays via email or phone.

Can someone receive my items on my behalf?

If you wish to authorize our carriers to leave your items unattended when delivered, please provide instructions during the checkout process. However, we're not responsible for any loss or damage to items we've left unattended. Track your items to avoid such situations. A signature isn't required if you've authorized us to leave your items.

What if I missed my delivery or the carrier had limited access to the delivery location?

If you miss your delivery, you may need to arrange redelivery at an additional cost from the carrier. For smaller deliveries, a card will be left in your letterbox to arrange a pickup or redelivery.

If the delivery location has restricted access, like a high-rise apartment or stairs, inform us during purchase. Additional shipping charges may apply in such situations. Clearly state delivery instructions when placing an order. All orders require a signature upon delivery, except when you've authorized us to leave your items unattended.

Can I cancel my order once purchased at House of H-Design?

If you decide to cancel your order, please contact us within 4 hours of purchase. We cannot accept cancellations if an order has already been placed with our supplier or if the item has been dispatched. However, if you notify us within the 4-hour window, we will be happy to refund the amount, minus the processing fees charged through our payment systems.

If you contact us after the 4-hour period, we will offer you store credit for the amount paid, which can be used for future purchases. Please note that this also applies to custom orders, which cannot be refunded or exchanged.

Can I return my purchased items once they’ve arrived at House of H-Design?

We understand that sometimes items might not meet your expectations or requirements. Unfortunately, we do not offer returns for ‘change of mind’ purchases. Instead, we will provide a credit note, and the return shipping cost will be at your own expense. The credit amount for ‘change of mind’ returns will be equivalent to your purchased order cost, less the return shipping cost. Please note that you are responsible for ensuring that the returned item is in the same condition it was sent, unused and in its original packaging. We recommend using a registered parcel post and including additional insurance to cover any loss or damage during the transit process.

Please note that custom orders cannot be refunded or exchanged.

What if my item is faulty or damaged by manufacturers at House of H-Design?

We take pride in the quality of our items and carry out thorough quality inspections before shipping. However, if you receive a damaged or faulty item, please contact us via email at info@houseofh.com.au within 24 hours of receiving it. We will also require photographs of the damaged or faulty item.

After receiving your email, we will arrange for the item to be picked up, and a replacement item will be delivered to you at our own expense. If the damaged or faulty item is unavailable, we will refund the purchase price and any shipping costs. Please note that we will not accept any returned items without prior notification that the items are being returned. All faulty or damaged claims must be made within 24 hours of the item's receipt.

What if I receive the wrong item?

In the event that you receive an incorrect item, please let us know by sending an email to info@houseofh.com.au  within 24 hours of receiving your order. We will arrange for the collection of the wrong item and the delivery of the correct one, all at no additional cost to you. If the correct item is not available, we will refund you the entire purchase price of the item and any shipping costs you may have incurred, and we will keep you informed of when we expect to have the product back in stock.

What if my item is damaged during delivery or arrives later than expected?

Please inspect all orders for any damage to the packaging before signing for receipt of your order. If any items are damaged upon delivery, please let us know within 24 hours of receipt by sending an email to info@houseofh.com.au .

If items have been damaged during delivery, please make sure you have the driver's name on record. If the package appears damaged, please indicate this on any documents the driver has asked you to sign. We also request that you send photographs of the damaged item to info@houseofh.com.au  within 24 hours of receiving it.

Once we receive your claim, we will assess it and respond with our recommendations by email. We will arrange for the collection of the damaged item and the delivery of a replacement, all at no additional cost to you. If the item is no longer available, we will refund you the entire cost of the damaged item and any shipping costs you may have incurred. All returned items must be in the original packaging, unused, and carefully repacked to avoid any damage during transit.

Please note that a late delivery does not constitute a breach of your agreement with us, and does not entitle you to cancel your order. We are not liable for any loss or damage resulting from a late delivery of your order.