Shipping policy
To ensure customer satisfaction, we deliver to most parts of Australia (some exclusions apply) and offer competitive delivery costs for all our products. Calculation for shipping requires you to enter your postcode upon checkout and our shipping calculator will automatically determine freight eligibility and the delivery pricing based on your order volume and delivery address. My Home Design utilises external services to deliver your order to you as soon as possible.
My Home Design dispatches orders as quickly as possible from the time of order confirmation. Customers will receive correspondence via email regarding their order, including all instructions for pre-orders, collection, or delivery. All requests for delivery changes must be sent to customercare@myhomedesign.com.au.
Estimated Delivery Times
Most of our products are made to order. The estimated lead time for made-to-order items is 8 to 16 weeks, depending on the supplier’s production capacity, the season, freight schedules, and other factors beyond our control. Items sourced from within Australia generally have an estimated lead time of 2 to 6 weeks.
While we make every effort to meet the estimated timeframes provided, slight delays may occur due to production or shipping circumstances. Please note that any delays that occur do not entitle customers to cancel or change a made-to-order product, except where required under Australian Consumer Law.
Delivery Information
Australian street or residential addresses are required for all deliveries. We do not deliver orders to PO Boxes or parcel lockers. The service and delivery of orders by external carriers is limited to ground floor and/or front door, as such, this service does not include:
- Carrying orders inside, upstairs, or in elevators.
- Placing orders in the room.
- Assembling orders.
- Removing packaging or wrapping.
Please note: Customers may be required to organise additional help and to take orders from the ground floor and/or front door inside the residence. It is the sole responsibility of the customer to ensure that the packaged orders will fit through doorways, staircases, and/or elevators before placing your order. Once an external carrier is booked, customers will receive an email confirmation with further instructions regarding the carrier and any additional instructions. Courier costs include full insurance for product(s) that are lost or damaged during transit.
Unattended Address & Failed Delivery
If the delivery address is unattended or you are not available to accept the delivery, customers are required to contact customercare@myhomedesign.com.au and authorise an "Authority to Leave" on the order, with at least 24 business hours’ notice upon receiving the emailed shipping information.
Failed delivery attempts, cancellations, and rebooking fees will apply to the total delivery charge paid (original freight charge forfeited and recharged as a rebooking fee).
Please note: An authority to leave will void My Home Design’s and the courier's liability that covers any loss, theft, or damage to your product.
Order Tracking
Tracking information will be emailed to the email address provided in the checkout.
Please note: If you require a tracked delivery, please contact the sales team at customercare@myhomedesign.com.au to confirm if your order is viable for tracking information.
Cancellation Fees
Requests for delivery cancellations or re-booking must be sent to customercare@myhomedesign.com.au with a minimum 24 business hours’ notice to avoid fees (excluding weekends, public holidays and must be during business hours). If there is a cancellation with less than 24 business hours’ notice or a failed delivery attempt, cancellation and rebooking fees will apply to the total delivery charge paid (original freight charge forfeited and recharged as a rebooking fee).