Orders

How long will it take to receive my order?

 

At Heart N’ Soul Home, we endeavour to ensure that our products are delivered to our customers as quickly and efficiently as possible. Your parcel will be sent with a tracking number, which will be email to you once your order has left our warehouse. 

Please allow 3-5 business days for processing, printing and packaging of your order.

Canvas Prints printed and sent from Australia 

It will take 3-4 business days to ship to most of Australia destinations, with some rural areas taking a little longer.  

Canvas Prints printed and sent from Overseas process center

Delivery Destination 

Business Days  

Australia (VIC, NSW & ACT) 

4-10 

Australia (TAS, SA & QLD) 

4 - 10  

Australia (WA & NT)  

6 - 12  

United States & Canada 

7 - 15 

Singapore 4-8

 

For International Customers ( Based Outside of Australia ) - If you are placing an order outside of Australian Territory, all orders will be sent from our overseas distribution center. When placing an order, please select 'overseas' as your preferred shipping location as this will ensure your product is delivered in the fastest and most cost effective way.  If you have any questions please speak to our Customer Care Team.

 *Shipping time is estimated, and commences from the date of shipping, rather than the date of the order. 

*As much as we wish we could control all aspects of shipping and delivery, we cannot be held responsible for unexpected shipping delays used by third-party postal services and / or delays caused by customs which are outside our direct control. 

*Please be aware that major seasonal holidays including Christmas & Chinese New Year may impact delivery times. 

How do I track my order?  

Once your order has shipped, we will send you an email with the tracking number. Simply go to our Track Your Order page to see the latest details. 

Payment

Is our payment system secure?


Security is very important to us and we strive to ensure all interactions between our customers and our website are completely secure. We accept payment through Visa, MasterCard, American Express, Diners Club and PayPal. Our site uses the SSL protocol which is a data transfer security standard that encrypts data and authenticates the service in a secure manner.  
 
Our credit card processor is through Stripe Payments Australia Pty Ltd, which is a technical service provider and agent of National Australia Bank Limited, a bank licensed under the laws of Australia (“NAB”). Payments through PayPal are securely processed through PayPal.

How can I use my discount code?

 

Once you have reached the checkout page, enter your discount code into our discount bar and click ‘Apply’. If the code is valid, your discount will be applied. Please note, only one promotion/discount code is redeemable per order. 

 

When will my bank be charged?


Money will be taken immediately 
after it has been authorised. An email will be sent to you to confirm your order. If your card is not authorised or is under the status of pre-authorisation payment will not be taken. You may contact your bank or card issuer to authorise the payment.  
 

Please note that even if a payment is not authorised, it may still appear as though Heart N’ Soul Home has proceeded with the transaction. This occurs because some card issuers still hold the funds for a short period of time.

 

Why was my payment declined?


Please check the card details you entered are correct, including the card number, expiration date, security code on the back and cardholder name as well as the billing address. Please ensure that you have not reached your card limit. In the event, that your payment is still refused, we suggest trying a different card or payment method. 

Will my package be charged any customs and import tax?

 

Handling fees and taxes may apply when your package passes through customs. Any changes on a package must be paid by the person receiving the package. Heart N’ Soul Home has no control over these charges and we are not able to tell you what the cost will be as customs policies and import duties vary from country to country.  

Regarding these fees, we recommend that you contact your local customs office for any expected charges, before placing your order. This is important to ensure that you won't be taken by surprise in relation to import tax. 

Delivery

How long will it take my order to arrive?


At 
Heart N’ Soul Home, we endeavour to ensure that our products are delivered to our customers as quickly and efficiently as possible. When you place an order with us, we will have to verify and process the order first. Verification & Processing usually takes 3-5 business days for your order.

We will send you an email if the processing for your order takes longer than expected. Shipping time will depend on which country you reside. Please refer to our Shipping Page for more details.

 

How can I change my shipping address?

 

We can only update your shipping address before shipment. Please contact us via the Messenger pop up on our website or email us at contactus@heartnsoulhome.com within 2 hours of when you placed the order if you require any changes 

Please Note: Once your package has been shipped, we will not be able to change the shipping address. We will also be unable to cancel an order after it has been shipped. To ensure that your parcel can be properly delivered, please ensure that your address is compete and correct with all the information including apartment/suite/room numbers.

 

How can I change or modify my order?

 

We are able to help you to modify your order before shipment. This includes changing the size or the colour of an item. Please email us at contactus@heartnsoulhome.com with clear instructions. We will then check your order status. If the package has shipped, we will not be able to change anything. If the package hasn’t shipped, then we can process the change accordingly. 

 

My shipping information hasn't been updated for days, what happened?

 

Please allow time for the shipping information to be updated. Once your order is shipped, it will go through different shipping stations and customs. Shipping tracking information will only be updated when it reaches a transit station. It may take a few days before any activities are logged into the tracking details from the shipping company. 

 

Why do tracking updates show my package was returned and what should I do?

 

If your shipping address is incorrect and the post office cannot reach you, your package may get returned. If that happens, please email us at contactus@heartnsoulhome.com with your tracking number. We will be more than happy to resolve this issue. If the we need to resend the package, normal delivery time will apply.

 

Why was my order shipped separately?


-Items in your order may come from different suppliers & warehouses. 
-Different items may have different verification & processing time  
-Weight limit of the courier  
 
If your order is shipped separately, you will receive an email notification when each parcel is shipped. You can track the shipping status for each parcel at ‘Track My Order’ page.

Why have I not received an email about my order being shipped?

 

We will definitely send you an email with tracking details once the order is shipped. If you haven’t received the email, you may have entered wrong email address, or it may have gone to your spam folder. It normally takes us up to 5 days to verify & process your order.

If the process takes longer than we expected, we will inform you with an Email. If you have not received an email about your order being shipping after 7 days from the date you placed your order, then please contact our customer service via Messenger pop up on our website or email us at  contactus@heartnsoulhome.com