Special Things Store Policies

Shipping & Delivery Policy

Shipping & Delivery Policy

Each of our retailers is responsible for the fulfillment of their products ordered by customers through House of Home.

The shipping methods they use will vary depending on the product type, its size and weight, and the distance between the customer’s shipping location and the store or warehouse.

Whilst every effort is made to include an accurate freight cost at the time of checkout, there may be times when due to dimensions, weight, distance, or location, a retailer may need to charge additional shipping. This is not a common occurrence, but retailers do reserve this right.

Whilst every effort is made to dispatch product as soon as your order is processed and received by the retailer, in practical terms the actual number of days can vary greatly. Some of the products featured on our site are made to order, and custom made, and these will definitely have a longer lead time than other products. If you have a tight timeline, for what ever reason, it’s always best to phone your retailer after you’ve placed the order to explain your requirements. When your item has been despatched, you’ll receive a confirmation email which will include the tracking information for your shipment. Freight and delivery enquiries are best handled directly by the retailers you have purchased from.

Click & Collect

Click & Collect is a great way to secure a product & still get all the benefits of heading instore. Once again if you have a tight timeline, we recommend phoning your retailer once you’ve placed the order to explain when you’d like to collect it. You can also organize your own pick up from the store of a Click & Collect item.

Customer Service Policy

Customer Service Policy

Special Things is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct. In the event that an ordered item is not available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
Exchange Policy

Exchange Policy

Please choose carefully before you buy. Retailers are not obliged to offer a Change of Mind refund service.

Retailers do not offer a satisfaction guarantee on any of their products, however due to their high level of customer service, they will always endeavour to keep customers happy and satisfied.

Please ensure you have organised a return agreement with the retailer prior to shipping any order items back. You should have:

  • Email confirmation from the retailer that they’ll accept the return
  • The retailer’s shipping address to return the item to
  • An agreement as to which party (the customer or the retailer) will be responsible for the cost of return shipping
  • Your instructions informing us how you would like the issue resolved.

Please also make sure you provide the following details when returning a product:

  • Your full name
  • Your order number
  • Reason why you are returning the product (please provide accompanying images where appropriate)
  • Your instructions informing us how you would like the issue resolved

Please include the original order confirmation or invoice you received with your product. Also, if you haven't previously provided a contact phone number, please include this with your return. This will ensure the issue is resolved quickly, should anyone need to contact you.

If you are returning an item because it is faulty or damaged, the retailer will do their best to replace it with an identical product. If item cannot be replaced, the retailer will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.

Please note: Standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.

Currency

Currency

All transactions are processed in AUD.
Security

Security

When purchasing your financial details are passed through a secure server utilising the latest 128-bit SSL (Secure Socket Layer) encryption technology. If you have any questions regarding our security policy please contact our customer support centre at info@houseofhome.com.au.