If following questions and answers cannot solve your problem, please contact us.
1. What should I do if I have trouble logging in?
Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the “Forgot your password?” option on the Sign In page. Complete the information regarding your registration details and select the “Reset your password” option.
Please make sure that your web browser accepts cookies.
The All Things Home’s website may be undergoing system maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact our customer support team and indicate the problem. We will assign a new password for you and you can change it once you log in.
2. Can I get a discount if I make a larger order?
Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact us and provide the following information:
- The product(s) that you are interested in
- The exact order quantity of each product
- Your desired time frame
- Any special packing instructions, e.g. bulk packing without product boxes
Our Sales Department will reply you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you buy just one piece.
3. What should I do if I want to add or remove the items in the cart?
Please sign into your AllThingsHomes.com.au account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in your shopping cart. If you wish to delete an item from the cart, simply click on the “Remove” button next to the item. If you wish to change the quantity of any individual item, simply enter the new amount you want to purchase in the “Qty” column and click update.
Payment FAQs
1. Will my credit/debit card secure on your website?
Absolutely! Our store is hosted on secured SSL hosting provider. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through the securely encrypted data storage, databases and the general ecommerce application on a secured server behind a firewall.
We are using a direct payment gateway provided by Stripe to accept your debit/credit card payment. Stripe stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
2. What is PayPal?
PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at AllThingsHomes.com.au to purchase items by Credit Card (Visa, Mastercard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). AllThingsHomes.com.au cannot see your card number as it is securely encrypted through PayPal’s server. This limits the risk of unauthorized use and access.
3. After making a payment, can I change my billing or shipping information?
Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Support/Service team as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to change while the package is in transit.
4. How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit AllThingsHomes.com.au and sign into your account to check the order status at any time. If AllThingsHomes.com.au has received payment, the order status will show “Processing”.
5. What Does My Order Status Mean？
Once your payment is received. Your order will go through several order statuses until we ship it out. At AllThingsHomes.com.au, we have 2 types of order statuses.
1-NORMAL ORDER STATUSES
| Normal order status | Meaning | Actions you can take now: |
|---|---|---|
| Waiting for payment | This order is unpaid. | You are welcome to pay your order now. |
| Paid | You have just paid your order successfully. | Please wait for a few minutes. Our server will upload your order shortly and we will start to process your order. Thank you for your patience. |
| Processing | We have accepted your payment and we are processing your order. Processing will usually* take 1-2 business days and includes 3 steps : 1. Receive and allocate stock to your order 2. Complete quality control for your items 3. Pack your items * For more information about our dispatch time for your specific item, please refer to the product page and see i.e “Dispatch time: Ships within 1-2 business days”. |
Contact us to edit the address or the items. |
| Packed | Orders may be canceled any time prior to the ‘packed’ status. After this, orders cannot be changed or canceled. Warranty will apply upon receiving. | We are unable to edit or cancel the order any more. |
| Shipped Out | Your order has been sent out to you and you will receive all items at the same time | Follow up the delivery in your account and track the item online. More info regarding shipping and handling. |
2- SPECIAL ORDER STATUSES
| Special order statuses | Meaning | Actions you can take now: |
|---|---|---|
| Pending | You have attempted to pay us probably by PayPal e-check. At this time, we haven’t received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. | For a faster process, please send us your PayPal transaction ID or your bank receipt showing the payment has been successful. |
| Cancelled | Your unpaid order is canceled | Please feel free to replace an order anytime. |
| Refunded | Your order has been refunded on our side. | If you paid with Paypal balance, please allow 1-2 working days for the transaction to appear on your account. If you paid by bank or debit/credit card it will take 7 to 25 working days depending on the work of your bank or debit/credit card issuers. |
6. Do you provide an invoice?
Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.
7. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?
For your convenience, we also accept the following payment methods: Wire transfer, T/T, and Western Union. Please contact us with your request or sales inquiry. We will respond to your email query within 1 working day.
For security reason, we cannot accept your credit card details via phone or email or Fax or any kind of messenger.
8. Why am I being asked to “Verify” my payment?
Due to the fact that AllThingsHomes.com.au sometimes receives people’s feedback stating their credit card or PayPal account has been hacked and the transaction is not authorized, thus we conduct this standard payment approval process to verify transaction safety at random. We will stop the transaction and issue a full refund when it comes to unauthorized payments.
Shipping FAQs
1. How do I change the shipping method?
Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Support/Service team. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.
2. How do I change my shipping address?
In the event that you wish to change the shipping address after placing an order, please contact our Customer Support/Service team as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to change while the package is in transit.
3. When will I receive my items after I place an order?
The duration depends on the shipping method and the destination address. Delivery times vary based on the shipping method used.
Generally we ship all standard orders within 1 business day. If you need your order shipped quickly, please select Express Post at checkout to improve your delivery time.
Once your order has been shipped from our warehouse, on average you can hope to see your parcel within the guideline days below (this is a guide only, no guarantees!):
STANDARD AUSTRALIAN, NEW ZEALAND, UK & USA ORDERS (excludes presale items)
NSW Country Areas: 2-5 Business Days
Metro: Brisbane, Melbourne, Canberra: 2-7 Business Days
Metro: Adelaide, Hobart: 2-7 Business Days
VIC/SA/QLD Country Areas: 3-7 Business Days
Metro: Perth, Darwin: 4-7 Business Days
WA/NT/TAS Country Areas: 5-10 Business Days
New Zealand: 5-7 Business Days
UK: 6-7 Business Days
USA: 5-7 Business Days
EXPRESS POST ORDERS
The Australia Post Network covers up to 80% of Australia’s business, private and post office addresses. If you fall within this network, the service is a Guaranteed Next Day delivery (business days only).
If you have not received your order within the expected delivery time, you can track your order at www.auspost.com.au/track with the tracking number provided. It is possible that you have been carded and your order is awaiting collection at your nearest PO. Any concerns, please contact our customer service team.
If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.
4. Do you ship to my country and what are the shipping rates?
At moment, we ship to New Zealand, UK and USA only. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help you save money. Our goal is always fast and secure delivery of items to all customers.
5. Does the product price include the shipping price?
The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.
6. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within a day of dispatch and we will update the tracking information on your account.
7. How do I track my order?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.
8. Why is my tracking number invalid?
The tracking information normally appears after 1 business day following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
We would advise you to contact our dedicated Customer Support/Service team with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.
9. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer’s responsibility to clear customs and pay the relevant Customs duties. AllThingsHomes.com.au do not add taxes, customs fees (excise and duty), or any other hidden charges.
10. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.
11. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.
12. After payment has cleared, how long do I wait until my order is sent out?
Our handling time is 1-2 business days. This means that your item(s) will generally be sent out in 1-2 business days.
After Sales FAQs
1. How can I cancel my order, before and after payment?
Cancellation before payment
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to “reactivate” it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to re-order again if you still want the items.
Withdrawing an order after payment
If you have already paid for an order and want to cancel it, please contact our Customer Support/Service team as soon as possible. If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Support/Service team to put the order on hold while you decide. This will stop the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Support/Service team and we will process the updated order; there is usually no additional fee for this service. Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
2. How can I return purchased items to All Things Home’s Australia
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:
- a. The original order number
- b. The reason to return for exchange or refund
- c. Photographs clearly showing the problem with the item
- d. Details of the requested replacement item: the item number, the name and color
- e. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
3. Under which circumstances would an item be able to be exchanged or returned?
At All Things Home’s, we pride ourselves in the quality and fit of our clothes. All the men’s, women’s and licensed clothing that we sell are designated as OSRM (Other Special Regulated Materials) and, once sold, cannot be returned or exchanged EXCEPT for quality issues or mis-shipment.
Quality Issues:
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 7 calendar days after receiving the garment – it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer’s responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
Not as described:
We will exchange your product in cases where the purchased product does not match the item received. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.
Please note:
All returned or exchanged items due to quality or not as described issues must be returned within 7 calendar days after you have received the items. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, is damaged, has had its tags removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.
4. Where do I return the item?
After contacting our Customer Support/Service team and reaching mutual agreement, we will give you the RMA information and you will be able to send the item(s) to our warehouse in Australia. Once we have received the item(s), we will review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you and we will confirm you via email or message in your account when you login.