Frequently Asked Questions, Shipping & Delivery
Australian + New Zealand Destinations
Orders AU$89.00+ Free
Orders Under AU $89.00 AU$8.95
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 and New Zealand.
Delivery Time = Verification & Processing time + Shipping time
Expected Verification & Processing time: 3-5 business days
Expected Shipping Time: 7-15 Business Days ( With some states WA,SA,NT and/or regional areas may take a little longer )
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.
*Shipping time is estimated and commences from the date of shipping, rather than the date of order.
*Heart N' Soul Home is not responsible for shipping delays incurred by postal/shipping companies or customs, we wish we could be however sadly these things are completely out of our control.
Express delivery across Australia and New Zealand 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 email@example.com.
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 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
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.
Where 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.
Where can I find more information?
If the above items have not helped to resolve your enquiry, please have a look at our Frequently Asked Questions (FAQ) page.