QA Support

Welcome to our support page, where you can find answers to the most commonly asked

questions about our company, policies, and more

1. Pick up from our Sydney warehouse

Free Sydney Warehouse Pickup.

Pickup Address:16 Jumal Pl, Smithfield NSW 2164

2. Delivery Charges

Ceramic products, Bathtubs

All ceramic products Sydney delivery only - $95

Bathtubs - Any major cities on Australia(Sydney NSW, Melbourne Vic, Brisbane Qld, Perth WA, Adelaide SA, Australian Capital Territory, Gold Coast Qld/NSW, Newcastle NSW, Wollongong NSW, Central Coast NSW, Hobart Tas, Darwin NT) - $285

Medium and small weight items

Standard Delivery (Australia-wide): A flat rate of $49 will be applied to all orders.

Free Delivery: Enjoy free delivery on orders over $199.

3. Delivery Time

Orders are typically processed and dispatched within 1-3 business days. Delivery times may vary depending on your location. Most orders are delivered within 7-10 business days.

Order status & history

Tracking an Order

You can track the status of your order online at homefeel.com.au. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 3 - 10 business days from the time your order has shipped.

Order Statuses:

Order Submitted - "Placed" Once you have placed your order on Sephora and your credit card has been authorized, your order status will appear as "Placed."

Order Processing - "In Progress"

Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.

Order Delivery - "Shipped"

Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."

Order Delivery - "Partially Shipped"

If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."

Order Returned - "Returned"

It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.

Canceling or Modifying an Order

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.

Partially Canceled Orders

If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $199 minimum free shipping threshold, but part of your order was canceled by Homefeel, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert.

Account registration, sign in, password & linked accounts

Resetting Your Password

If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.

Changing Your Login Email Address or Password

You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

1. General Return Questions

What is your return policy?

We want you to be completely satisfied with your purchase. If for any reason you are not, we accept returns on eligible items within 30 days of the purchase date. Please review our return policy below:

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Do you have a physical address?

Yes, we have a physical warehouse located at Smithfield, NSW 2164

2. Returns and Exchanges

Initiate a Return

Fill in the contact form available on our website to start the return process. Ensure that the item is in new and resellable condition.

Conditions for Returns:

Eligible Items: All items purchased from Homefeel in new and resellable condition can be returned within 30 days of purchase.

Non-Returnable Items: Custom-made items cannot be returned.

Restocking Fees

Stocked Items: A 10% restocking fee will be applied to all returned stocked items.

Non-Stocked Items: A restocking fee of up to 30% will be applied.

Additional Costs

If required, pickup and delivery costs for returns will be charged separately.

Special Conditions for Tiles

Tiles cannot be returned if the shade or batch is under the minimum stock holdings.

For any questions or concerns regarding our return policy, please contact our customer service team at [support@homefeel.com.au/+001 2233 456]. Thank you for shopping with us!