Heart N' Soul Home FAQ

 

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. Where possible, products will be delivered by eparcel within Australia.    

Delivery Time = Verification & Processing time + Shipping time  
Expected Verification & Processing time: 3-5 business days  
Expected Shipping Time: 13-20 Days 

It typically takes 3-5 business days for us to verify & process your order. Please be aware that this does not include public holidays and weekends. 
 
Express delivery across Australia maybe available for some products however, please contact us before placing an order. Please Note: additional charges relating to express post will likely apply.

 

What is 'verification and processing' time?


It typically takes 3-5 business days for us to process your order. Please be aware that this does not include public holidays and weekends.
 During sale periods and seasonal holidays, online orders may take slightly longer to deliver, due to high order volumes. We will always endeavour to ship your items as soon as possible.

A confirmation email will be sent to you once the order has been authorised and verified. We begin processing your order soon after it has been verified. Once your order has been verified, it makes it difficult for us to change or cancel your order, however, we will seek to assist you as much as is practically possible. 

Shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected date due to invalid address, customs clearance procedures or other causes. Please contact us within 3 months of shipment if the package does not arrive.  
 
Note: Overdue requests may not be accepted. The easiest way to engage us is by sending an email with your reference number and a brief description to contactus@heartnsoulhome.com.

 

How do I track my order?


Once your order has shipped, we will send you an email with the tracking number. 
You can go to our ‘Track Order’ page, put your tracking number and find out about your order

 

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 1-7 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. 

 

Will all my items within an order arrive together?


That entirely depends on what you order. In order to bring you the latest home décor at competitive prices, we are continually working and sourcing the suppliers both locally and internationally. As we ship directly from our distributors to our customers and feature a very large number of different brands and suppliers, it is common for items to arrive at separate time. In the event, that the items you ordered are from multiple suppliers we will provide you with tracking numbers from each respective supplier. Therefore, you will know the shipping status for all the items you ordered. 

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 recieved 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 7 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

 

Products 

Do our cushion products come with inserts?

 

Due to the excessive shipping cost, the majority of our cushion products are covers only unless it states otherwise in the descriptions. Affordable cushion inserts can often be found at local retail stores. 

If you have any troubles to find any specific sized cushion inserts, please contact us at contactus@heartnsoulhome.com , we will be more than happy to assist to source the cushion inserts from our suppliers.

 

What if I cannot find the right quilt cover set for my bed size?


With certain designs, we 
can provide custom sizes for different countries. If you would like a custom size, please contact us prior to placing an order at contactus@heartnsoulhome.com, we will let you know whether a custom size is available for you selected design and its associated cost. 

What is the size reference for wall art & canvas prints?


Please refer to below chart for size reference. If you r
equire a custom size, please contact us at contactus@heartnsoulhome.com before placing your order. 

 

Can I order canvas prints with a frame?

 

Framed prints are available for certain designs. If you would like to know the frame options and price, please contact us at contactus@heartnsoulhome.com before placing an order.