Shipping policy

Homecoze Shipping & Delivery
Last Updated: 15 September 2026

Homecoze offers free delivery to most metro addresses across Australia, fast 1–2 business day dispatch and tracked delivery. Every order also includes complimentary delivery protection from dispatch to delivery. This policy explains our delivery fees, timeframes, tracking and what happens if something goes wrong.

Jump to section:

• 1. Where We Deliver & Delivery Fees
• 2. Dispatch Times
• 3. Estimated Delivery Times
• 4. Tracking Your Order
• 5. Delivery Service & Access
• 6. Authority to Leave
• 7. Courier Instructions
• 8. Missed or Failed Delivery
• 9. Delivery Address Changes
• 10. Split Deliveries
• 11. Delayed, Lost or Damaged Deliveries
• 12. Need Help?

Third-party delivery services: Homecoze orders are delivered by independent third-party couriers selected according to the product and delivery location. We cannot offer a choice of courier. Once an order is dispatched, delivery routes, schedules, tracking updates and driver decisions are managed by the courier and are outside Homecoze’s direct control. However, Homecoze remains your point of contact and will assist with delivery issues, courier investigations and available remedies.

Your Australian Consumer Law rights: This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

1. Where We Deliver & Delivery Fees

Orders are dispatched from Australian warehouses, predominantly in Melbourne.

Free delivery is available to most metro addresses across Australia, with low-cost delivery also available to many regional locations.

Enter your postcode on any product page to check the delivery fee for your order.

The delivery fee shown will apply in most cases. In rare circumstances, remote access, limited courier coverage or the size or weight of an item may result in an additional charge or mean that delivery is unavailable.

If this occurs, we will contact you before dispatch. You can pay the additional fee, provide another serviceable address or cancel the order for a full refund.

Discount codes do not apply to delivery fees unless specifically stated.

We deliver within Australia only. We cannot deliver to PO Boxes or Parcel Lockers, and collection from our warehouses is unavailable.

2. Dispatch Times

We aim to dispatch orders within 1–2 business days after payment is confirmed.

Orders placed after 9:00 am on Friday, or on a weekend or public holiday, will generally begin processing on the next business day.

During major sales and peak periods such as EOFY, Black Friday and Christmas, dispatch may take an additional 1–2 business days.

Our systems are designed to process orders promptly, so we cannot hold an order for dispatch or delivery on a requested future date.

3. Estimated Delivery Times

Delivery estimates are calculated from the date of dispatch and vary by destination:

Most orders arrive toward the earlier end of these estimates, but please allow the full applicable delivery window before contacting us about a delay. Remote and difficult-to-access locations may take longer.

These timeframes are estimates rather than guaranteed delivery dates. Delays may occur because of courier congestion, weather, transport disruptions or other circumstances outside our reasonable control.

If your order has not arrived after the estimated timeframe, please contact us so we can investigate.

4. Tracking Your Order

Once your order is dispatched, we will email you a tracking link. Tracking information may take 24–48 hours to activate. If it has not activated after 48 hours, please contact us.

Please monitor your tracking regularly, as it is your responsibility to make any necessary arrangements to receive or secure your delivery.

Tracking scans and scheduled delivery dates are estimates. A parcel may remain at a courier facility while its next movement or final delivery is arranged.

We cannot guarantee a particular delivery day or time. Couriers may provide email or text updates, but advance notification and telephone calls cannot be guaranteed.

5. Delivery Service & Access

Standard delivery is to the nearest safe and accessible ground-floor point at the delivery address. Couriers do not enter homes, carry items upstairs, assemble products, unpack orders or remove packaging.

For apartments and commercial buildings, delivery is generally made to the main ground-floor entrance or reception area.

For rural properties, gated entries, long driveways, multiple dwellings or locations with restricted access, delivery may be made to the front gate, driveway entrance, carport or another accessible point.

Please ensure that:

• The delivery address and contact details are accurate and complete
• Access is clear and safe
• Gates and entry points are accessible
• Pets are secured
• Someone is available where unattended delivery is unsuitable

Deliveries generally occur Monday–Friday between 8:00 am and 5:00 pm. Weekend or after-hours delivery may occasionally occur but cannot be requested or guaranteed.

6. Authority to Leave

Most orders are delivered with Authority to Leave (ATL). By placing an order, you acknowledge that the courier may leave the parcel at a reasonably safe location at the delivery address without obtaining a signature.

You may request no ATL in your checkout notes. We will pass this preference on where possible, but it cannot be guaranteed unless Homecoze confirms a signature-required service in writing. The final delivery method remains subject to the courier’s service and operating procedures.

Once a parcel has been correctly delivered to the nominated address, including delivery under ATL, responsibility for theft or damage occurring afterwards passes to the customer, subject to any rights that cannot be excluded under Australian law.

This does not apply where a parcel was delivered to the wrong address or was lost or damaged before delivery.

7. Courier Instructions

You may add general delivery instructions in the cart notes, such as “leave at front door.”

We will pass applicable instructions to the courier where possible, but instructions are requests only and cannot be guaranteed. Couriers may be unable to follow instructions that are unsafe, impractical or inconsistent with their operating procedures.

Requests for telephone calls, specific delivery times, entry into a property or delivery on a particular day cannot be guaranteed.

Please contact us before ordering if you have an unusual or time-sensitive delivery requirement.

8. Missed or Failed Delivery

If delivery cannot be completed safely, the courier may:

• Attempt delivery again
• Leave instructions for redelivery
• Make the parcel available for collection from a local depot
• Return the parcel to the sender

Depot collection and further delivery attempts depend on the courier and cannot be guaranteed. Additional delivery, redelivery, storage or return charges may apply.

Where delivery fails because of an incorrect or incomplete address, unavailable recipient, inaccessible property, non-collection, refusal or another circumstance within the customer’s control, the customer is responsible for the resulting courier charges.

If the order is returned to sender, you may request redelivery after paying the applicable costs. We will advise you of any applicable charge before arranging redelivery.

If you instead request a refund, the order will be handled under our Change of Mind Returns Policy, including applicable outbound freight, return freight and restocking deductions.

These charges will not apply where the failed delivery resulted from an error by Homecoze or the courier.

If the order is a gift, please ensure the recipient knows to expect the delivery.

9. Delivery Address Changes

Please check your delivery details carefully before placing an order.

Contact us immediately if an address needs to be changed. We will try to update it before dispatch, but changes cannot be guaranteed once processing begins.

After dispatch, address changes depend on courier approval. Redirection charges may apply, and some couriers may be unable to redirect a parcel.

Customers are responsible for costs resulting from incorrect or incomplete delivery information supplied with the order.

10. Split Deliveries

An order may be dispatched in multiple parcels, from different warehouses or with different couriers. Parcels may arrive on different days, even when they form part of the same product or order.

Parcels may have separate tracking numbers or share the same consignment number. Where parcels share a consignment number, the tracking page may show how many parcels have been delivered and how many remain in transit.

Please check your dispatch email and tracking page for all tracking numbers, parcel quantities and delivery statuses before reporting a parcel as missing.

11. Delayed, Lost or Damaged Deliveries

Every Homecoze order includes complimentary protection against loss or damage during transit until it is correctly delivered.

Delayed Deliveries

If your order exceeds the estimated delivery timeframe, contact us and we will investigate with the courier. Courier investigations may take several business days while the courier checks its network and confirms the next steps. We will keep you updated during this process.

A tracking delay or missed estimated date does not necessarily mean that a parcel is lost.

If an order cannot be delivered within an agreed or reasonable timeframe, we will provide an appropriate solution in accordance with Australian Consumer Law.

Lost Deliveries

If the courier confirms that a parcel has been lost in transit, we will arrange a replacement at no additional cost. If a replacement is unavailable, we will provide a refund.

If tracking shows that your parcel has been delivered but you cannot locate it:

• Check around the property and any safe delivery locations
• Check with other occupants and nearby neighbours
• Review any delivery photos or notifications
• Contact us promptly so we can request proof of delivery

Damaged Deliveries

Please inspect your order as soon as reasonably possible. If an item has been damaged in transit, contact us preferably within three calendar days and provide your order number along with clear photos or video of:

• The damage
• The complete product
• The outer packaging
• Any damaged internal packaging
• The shipping label

Prompt reporting helps us lodge a courier claim and resolve the issue faster. Reporting outside this preferred period does not remove any rights you may have under Australian Consumer Law.

If photos or video are not reasonably available or do not adequately demonstrate the issue, other satisfactory evidence may be considered.

Depending on the circumstances and your applicable rights, the available resolution may include replacement parts, repair, replacement or refund.

Do not dispose of the product or packaging until we have reviewed your claim and provided instructions.

Damage to the outer packaging alone does not qualify for a remedy where the product itself is unaffected.

12. Need Help?

Our friendly Homecoze support team is here to help with delivery questions, tracking and any issues that arise.

You can reach us through our website Chatbot, Help Centre, Contact Form or Email.

Our support team is available Monday–Friday, 8:30 am–4:30 pm AEST, and aims to respond within one business day. Enquiries received outside these hours will generally be acknowledged on the next business day.

Email: support@homecoze.com.au