Shipping policy

Homecoze Shipping & Delivery
Last Updated: 26 May 2025

We want your shopping experience with Homecoze to be as smooth as possible. Below you'll find everything you need to know about how we handle delivery, tracking, and what happens if things go wrong. Still have questions? Our friendly support team is here to help.

Jump to section:

• 1) Where We Deliver
• 2) Dispatch Times
• 3) Estimated Delivery Times
• 4) Tracking Your Order
• 5) Delivery Expectations
• 6) Preparing for Delivery
• 7) Courier Notes & Special Requests
• 8) Missed or Failed Delivery
• 9) Changes to Delivery Address
• 10) Split Deliveries
• 11) Damaged or Missing Items
• 12) Remote Area Limitations
• 13) Delivery Liability
• 14) Need Help?

1) Where We Deliver

We offer free delivery to most metro areas across Australia, along with low-cost flat-rate delivery to many regional locations. To check if your address qualifies and view any applicable delivery fees, use the postcode checker on any product page or at checkout.

We partner with a range of trusted couriers including Australia Post, Aramex, Allied Express, Team Global Express, and others depending on your location and item size. Couriers are selected automatically and we’re unable to offer a choice of delivery provider.

Some remote, rural, isolated or island locations may incur higher delivery fees - or may not be serviceable for certain items. If that’s the case, we’ll contact you before dispatch to discuss available options or provide a full refund.

Please note coupon codes do not apply to delivery fees or any additional shipping charges unless specifically stated.

Unfortunately, we can’t deliver to PO Boxes or Parcel Lockers due to size and courier restrictions.

We currently only deliver within Australia and do not offer international shipping at this time.

2) Dispatch Times

We aim to dispatch your order within 1–2 business days of acceptance. Orders placed after 9:00 am Friday or on weekends/public holidays are usually dispatched the next business day. We optimise our ordering system for early dispatch and can't hold orders for delivery on or after specific dates.

During peak periods (e.g. EOFY, Black Friday, Christmas) or sale events, dispatch may take an extra 1–2 business days. Thanks for your patience - we’re working hard behind the scenes!

3) Estimated Delivery Times

Delivery timeframes vary by state and your location type. Estimated delivery times are provided as a general guide based on typical courier performance. During peak sales periods such as Black Friday and Christmas, courier delays are more common due to increased network volumes. While most orders arrive within the timeframes shown, delays outside our control may occur.

Area - Business Days	Metro	Regional
VIC (Melbourne Metro)	3 - 9	4 - 14
NSW (Sydney Metro)	4 - 10	5 - 15
QLD (Brisbane Metro)	4 - 10	5 - 15
SA (Adelaide Metro)	4 - 10	5 - 15
WA (Perth Metro)	5 - 15	6 - 20
TAS (Hobart Metro)	5 - 10	6 - 15
NT (Darwin Metro)	5 - 15	6 - 20

Please note: Delivery timeframes are estimates only, based on typical courier performance. Delays may occur due to weather events, courier disruptions, or other circumstances beyond our control. Some remote areas may take longer. You’ll receive tracking updates along the way.

4) Tracking Your Order

Once your order is dispatched, we’ll send you an email with a tracking link. Tracking details usually activate within 24–48 hours. If it still isn’t working after 48 hours, let us know and we’ll investigate.

Please be aware that we can't offer a choice of delivery day or time. Couriers may send email or text notifications on the delivery day, but this is not guaranteed.

Courier tracking is provided as an estimate and may be impacted by factors beyond their control. If the courier runs out of time to deliver your order on the scheduled day, they will generally attempt again on the next business day.

5) Delivery Expectations

Delivery is to the ground floor only. Couriers are not able to enter buildings or climb stairs.

We deliver during business hours (Monday–Friday, 8:00 am–5:00 pm). After-hours or weekend deliveries may occur during peak times.

Authority to Leave (ATL) is generally the default delivery option. If deemed safe, the courier will leave your item at the address without needing a signature.

If you prefer no ATL, please note this during checkout. We'll do our best to pass your preference to the courier, but it may not be guaranteed.

If your property is on a large block, rural acreage, or has limited or unusual access - such as long driveways, gated entries, or multiple dwellings - delivery will be made to the most accessible point at the front of the property. This may include your front gate, driveway entrance, or carport. This helps ensure a safe and efficient delivery while keeping our drivers and vehicles out of high-risk or hard-to-access areas.

6) Preparing for Delivery

To help ensure a smooth and successful delivery, please monitor your tracking and make any necessary arrangements to receive your order.

• Ensure clear, safe access to your delivery spot
• Make sure someone is available to accept delivery if ATL is not used
• Keep pets secured
• For apartment buildings: couriers deliver to the main ground floor entrance only

7) Courier Notes & Special Requests

You can use the “Notes” field in your shopping cart to leave general courier requests, such as “leave unattended at front door.”

• Courier instructions go directly to the driver and are not reviewed by our team
• Couriers can’t guarantee special requests, but will do their best if it’s safe and practical
• Due to safety policies, couriers cannot make phone calls before arrival
• For any specific or time-sensitive delivery needs, please contact us before placing your order

8) Missed or Failed Delivery

If your parcel can't be delivered safely, the courier may leave a card with instructions to arrange redelivery or collection from a local depot. Most couriers will only hold a parcel for 7 days before redirecting it back to sender. It is your responsibility to monitor tracking and make arrangements accordingly.

Redelivery fees may apply if multiple attempts fail or if returned to sender due to:

• Incorrect or incomplete address
• No one available to accept delivery
• Rejected by the recipient

Returned orders may incur additional delivery costs if redelivery is requested. If you instead opt for a refund, standard change of mind return conditions will apply.

If you're sending an order as a gift, please make sure the recipient is aware of the delivery to avoid the parcel being refused or returned.

If something goes wrong with your delivery, please let us know within 30 days of dispatch so we can look into it promptly. After this window, courier investigations may no longer be possible.

9) Changes to Delivery Address

Need to update your address? Contact us immediately after ordering. Once an order is dispatched, we can't guarantee any changes - but we’ll try our best. Redirection fees may apply, and successful address changes are not guaranteed after dispatch.

10) Split Deliveries

Some products are shipped directly from our third-party suppliers and may arrive in multiple parcels, at different times, and from different warehouses or couriers. In some cases, parcels may become separated in transit. The courier may complete a partial delivery first. Your tracking info will keep you updated on the remaining parcels.

11) Damaged or Missing Items

Our complimentary freight protection ensures that all parcels are insured against loss or damage during transit, up until the point of delivery. Please note: coverage ends once the item has been delivered or left with ATL.

If your item arrives damaged, please contact us within 3 days of delivery and provide photos or video so we can help resolve it quickly. We’ll assess and offer an appropriate solution - such as a replacement, refund, or repair.

If your item is marked as delivered but not received:

• Check around the property and with neighbours
• If still missing, contact us so we can follow up with the courier for proof of delivery
• Homecoze cannot be held liable for theft or damage after a parcel has been delivered

12) Remote Area Limitations

Some areas have limited courier access. If your postcode is undeliverable for large items, we’ll get in touch to cancel or find a workaround.

The following regions may incur a delivery surcharge or require alternative arrangements:

STATE	POSTCODE
South Australia	5701
Tasmania	7151
Western Australia	6215-6699
Western Australia	6700-6799
Northern Territory	0800-0999
Queensland	4806-4895
Queensland	4454-4805
Queensland	4300-4699

13) Delivery Liability

Risk of loss or damage passes to you once the parcel is delivered or safely left with ATL. We are not liable for any theft, loss, or damage that occurs after this point.

14) Need Help?

Still unsure? Something not right? You can reach us via our website Chatbot, Help Centre, Contact Form or Email. We're available Monday to Friday (8:30 am to 4:30 pm AEST) and aim to respond to all enquiries within 24 hours.
Enquiries received outside of office hours, on weekends, or public holidays will generally be acknowledged the following business day.

Important: To help us respond faster, please avoid sending multiple messages across different channels — this can accidentally reset your place in the queue. One message is best!