Delivery
How much is the shipping cost?
Shipping costs may vary based on the item weight, dimension, and your post code. To check the shipping fee, simply enter your post code at checkout. It provides information if we deliver in that area, and the shipping cost.
How long does it take for my order to arrive?
VIC Metro 2-4 Business Days
VIC Regional 3-6 Business Days
NSW Metro 3-7 Business Days
NSW Regional 3-9 Business Days
QLD 3-10 Business Days
SA 3-10 Business Days
ACT 3-10 Business Days
WA 5-11 Business Days
TAS 5-11 Business Days
NT 5-11 Business Days
Note: We work hard to process all orders as quickly as possible and we will send an email to let you know when your order has been dispatched or if we anticipate delays.
How can I change my delivery address?
We process and dispatch the orders within 24 hours. If you need to change or correct the delivery address, request must be received before 7am (AEST) prior to dispatch from the warehouse. If in case the order has already left the warehouse or been lodged with the courier, we will charge a redirection fee and cost may vary depending on the new location. If you need to change your delivery information, please contact our team at support@homeglow.com.au
What happens if my order is lost, damaged, or stolen during delivery?
Lost In Transit/Damaged In Transit/Stolen orders must be reported immediately or at least within 2 business days from the date of delivery. Visit our Contact Us page & have your order number & the email address used to purchase your order ready.
I live in an apartment, can the courier deliver upstairs?
Due to our contactless home delivery and to ensure the safety of our customers and delivery partners, all orders are delivered at the front door of the ground floor or building lobby. We recommend that you have someone else available to help you carry the items into your home.
Can I choose a specific delivery date and time for delivery?
Unfortunately, no. Delivery of orders are controlled by our delivery partners and they provide a delivery time frame between 9am to 5pm depending on your location. We recommend that you visit the courier’s website to track the progress of your delivery.
Can I provide additional delivery instructions?
Yes, you can easily do that by placing additional delivery notes before check out. If in case you miss it, you may contact our dedicated customer service team at support@homeglow.com.au.
Products & Stocks
Does my purchase come with a warranty?
Homeglow products generally cover 12 months of a warranty period against any manufacturing defects and any other issues with the materials that have been used. It is important that you to keep your invoice number to ensure you make a claim.
Terms and Conditions apply.
I received the wrong product, what should I do?
If in case you receive the wrong product, please contact our customer care team immediately at support@homeglow.com.au. Simply provide us your order number and a photo of the item you received (showing the product information) and we will arrange a delivery of the right item as soon as possible.
I received my order but there are missing parts, what do I do?
Kindly refer to the Assembly Manual included on the package – take a photo of the assembly instruction identifying the missing parts and email to support@homeglow.com.au. We will immediately send the missing parts out to you.
I received my order, but the assembly guide is missing, what do I do?
This is very unlikely but if in case the assembly information is missing, you can get a copy from us at support@homeglow.com.au
Will the couriers dismantle my old furniture?
No. We do not offer those services at the moment.
Do you assemble products for your customer?
Unfortunately, we don’t offer an assembly service. But we do provide easy-to-follow assembly manuals for every product you purchase. Some products come pre-assembled, this will be mentioned in the product description.
What if I made a mistake assembling?
Our assembly instructions are cleverly designed so that everyone is able to install our furniture with ease. We were so committed that when designing the instruction steps and manuals, we hired ‘dummies’ with zero furniture assembling experience to test out, we made changes to the manuals along until not a single person makes any mistake assembling so you can have a peace of mind that nothing will go wrong. Please note that improper assembly of a product is not included under warranty.
However, Homeglow may provide the part that is damaged in the course of assembling the product at a reasonable cost. Delivery cost of the part will be covered by the customer.
Do you have a showroom?
We do not have a showroom at the moment but do not worry as we provide a detailed information and photos of the products in our website to ensure that it is an exact representation of our items.
Return & Refund
Can I change my order?
Yes, if the order change request is changed prior to dispatch and lodgement from our warehouse. Please note that we dispatch all our orders within 24 hours. Change request must be received by 7am (AEST). If in case the item has already left the warehouse, return fees will apply. For order changes, please contact our customer care team at support@homeglow.com.au
Can I cancel my order?
Yes, if the order is cancelled prior to dispatch and lodgement from our warehouse. Please note that we dispatch all our orders within 24 hours. Cancellation request must be received by 7am (AEST). For cancellation of orders, please contact our customer care team at support@homeglow.com.au
What if I do not like my order?
If you changed your mind, we may offer you a store credit provided that the return is made within 14 days from the date you received the product and you are able to provide satisfactory proof of purchase.
To be eligible for a store credit, the product must:
Be unused and in the same ‘as -new’ condition with all original product packaging including protective packaging such as the box or carton the product came in;
Be free from damages and modifications including but not limited to scratches, stains, drilling, wear and tear, misuse or any result of the failure to take reasonable care of the product;
Not be subjected to the exclusions listed below
As the original protective packaging (including box or carton) are carefully designed to avoid shipping damages, any returns without the original packaging will be refused. You are encouraged to photograph products and condition of packaging scheduled for return before handing the return to our delivery partners.
You will be responsible for the shipping costs irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of purchase. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.
Fees that will be deducted from your store credit includes:
Initial shipping costs
Return shipping costs
15% restocking fee charged per ‘line total price’ of returned product on your Tax Invoice
How to return?
Kindly ensure that the item is placed back in its original packaging, take a photo and send to support@homeglow.com.au when its ready for return.
To make returning as easy as abc, you can simply contact us at support@homeglow.com.au and we'll assist it organising it for you.
Please note this process varies with Change Of Mind returns.
If I receive a store credit, how long will it last for?
Store credits are valid for one year from the date of issuance. Please email support@homeglow.com.au should you need assistance to redeem your store credit.
When will I see my refund?
Refund requests due to faulty products require supporting documents such as photos/videos illustrating the fault or issue. These documents are typically reviewed within 24-48 hours from the date submitted. Once request is validated, a refund will be processed and will appear back onto the original form of payment within 5-10 business days. You may contact our customer service team at support@homeglow.com.au should you have any questions.
Payments & Promotions
How can I pay for my order?
Homeglow accepts all major credit cards – Visa, MasterCard, American Express, and PayPal. We also accept Afterpay, ZipPay, Klarna and Apple Pay.
Are my card details secured?
Yes. For security purposes we do not store client card information in our system.
How do I use my promo code?
All promo codes have time validity and is applicable to certain products. You may simply enter code on promo code section and discounts will be applied accordingly. For further assistance, please contact our customer service team at support@homeglow.com.au.
Can I pay for the products upon delivery?
We regret to inform you that we don’t offer a “cash on delivery” payment option. However, we do offer flexible payment options through AfterPay, PayPal pay in 4, ZipPay and Klarna
Damaged, lost or stolen during delivery
Who can make a claim?
The claim must be made by the person who has purchased the order. If any refunds or replacements are applicable, payment or replacement will be made to purchaser.
What will I need to provide to lodge a claim?
You will need your order number, your email used to purchase your order and photos of the damaged good(s). Please take photos of: the whole item including all sides, close ups of the damage, external packaging / box, the shipping labels.
In the event of lost/stolen:
Tracking emails, a copy of police report, any security footage (if available)
Any other relevant supporting documents/emails
How will my claim be resolved?
We encourage you to lodge your claim with us as soon as possible and we endeavour to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution, but we will keep you informed regarding the progress of your claim.
