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If I need to contact someone about my order, what can I do?
If you have a question and would like to contact someone in regards to your order you can get in touch with our customer service team by clicking the contact us link on this site. All you need to do is complete the enquiry form on this page and your enquiry will be answered via email within 48 hours.
If your question is urgent in nature, please make it clear in your enquiry that you require a prompt response from us. We will make every attempt to answer your question as a matter of high priority.
How soon after I place my order, will it be dispatched?
Once you have placed your order with us, we may need to wait on your payment to clear. Once we have confirmed that your payment to us has cleared, you will receive an email to notify you of this and to let you know that your order has been sent from our warehouse via our delivery partner Australia Post. This generally takes between 1 and 3 business days.
How long can I expect to wait to receive my order?
The Hamptons House uses Australia Post as our key delivery partner. On occasion we will also use our preferred courier service Trans Direct Couriers - this is usually the case for orders that consist of multiple items. Depending on your location, you can expect a waiting period of between 1 to 6 business days to receive your item in the post. If you are keen to receive your item quickly, you will have the option when you go through our checkout process to select 'Express Post'. This option will incur a slightly higher postage cost from Australia Post, however it does guarantee that you receive your item the next business day if you are located within Australia.
Do you deliver internationally?
Yes, The Hamptons House can deliver to you wherever you are in the world. Delivery costs will be calculated at the checkout phase based on your location. You can also view the delivery page of the site for more information and to view our postage costs table. All prices on this site are represented in Australian dollars ($AUD), if you viewing this site outside of Australia, there is a currency conversion tool that you can utilise when viewing our products. This tool may not be 100% accurate in converting the Australian dollar to your currency as this can change so often, however, it will enable you to view the product prices as closely to your currency as possible and give you a very good idea of costs. When you are viewing our range, this tool is available by clicking on the icon to the right of all price listings.
Freight fees on orders with multiple items:
On occassion, the Hamptons House - at our discretion, will opt to use the courier service - Trans Direct Couriers where it is appropriate. This will often be the case for orders consisting of multiple items that are packaged/ boxed together. Because of the cost of cubic weight through Australia Post, it is often more cost effective in this situation to use our chosen courier service. It is also a better option for us when transporting fragile items in general.
*Please note - if you are placing an order with us that consists of more than one item, the freight fee charged may not be 100% accurate at the time of checkout due to the way we need to package your order. It can be difficult to calculate freight in this instance. If your freight fee is not accurate, you will be contacted via email and you will receive an adjusted final freight fee - or a refund of the difference should your payment have already gone through.
What happens if there is nobody at home when my order is delivered?
We use Australia Post and Trans Direct Couriers as our delivery partners.
*It is our advise that when you are entering a shipping address for your order that you try to enter the address where you will likely be during working/ business hours to avoid the instance where an order is left unattended. We are happy to deliver to your workplace to ensure that you have in fact received your order safely. If you are having your order shipped to your home address in the delivery instructions section during checkout - please enter where would be a good place to leave your order should you not be home at the time of delivery - eg - front door, back gate etc. This would only be applicable if we were sending through Trans Direct Couriers, if we send through Australia Post your order will be sent through registered post if it is over $25 in value.
At our discretion, we will choose the appropriate service for the delivery of your order. The majority of our orders are sent using Australia Post. If your order is sent via Australia Post please note that for all orders over $25 we will send your order via registered post for your peace of mind - at no extra cost to you. In sending your order through registered post, we can ensure that your order is never left in an unsafe place. In the event that you are not at the delivery address specified, Australia Post will leave you a card to collect your order from your nearest post office, however in the interests of getting your order to you efficiently, we recommend that you supply a delivery address from which you are available during normal business hours (e.g. your work address if necessary).
In the event that we have chosen to send your order to you via Trans Direct Couriers your order will be sent to the nominated shipping address - they do not require a signature on delivery but can leave your order where you have specified. They also offer a fragile service - which Australia Post do not.
What happens if my order has been damaged in shipping?
Every attempt is made to package items well and carefully to protect them in transit. However, in the event that an order you have placed is damaged, please contact us immediately via our 'Contact Us' page to arrange for an exchange or a refund of your purchase price.
For more information on our returns and refund policy, please view 'Our Guarantee' page.
How can I change the delivery address of my order?
If you need to change the delivery details on your order, please email us at firstname.lastname@example.org with any changes. We are unable to change delivery details once your order has been dispatched.
The item I have ordered is fragile and I am concerned about it being posted, how is it packaged?
We take great care in packing all of our products, especially if the item is fragile. Depending on what you have ordered, products will come to you in secure boxes packed with paper and cushioning wrap for extra protection against external handling. Boxes will be marked clearly as "FRAGILE" to help ensure that items are treated delicately.
If your order is sent via Australia Post (the majority of our orders are) orders over $25 will automatically be sent to you via registered post at no extra cost to you for your added peace of mind. Having your item sent through registered post will ensure that the item is not only tracked, but also that you are covered in compensation up to the value of $100 in the unlikely event that your item is damaged or lost in transit. Another benefit of this service is that your order will never be left in an unsafe place if you are not at your specified delivery address to receive the order - in this event you would receive a card with instructions to pick up your order from your nearest post office.
If your order has been sent via Trans Direct Couriers - our preferred courier service, they offer a 'Fragile Items' service and will ensure that your item is handled with the greatest of care in transit.
What payment methods are accepted by The Hamptons House?
We have made every attempt to make it as easy, convenient and safe as possible for you to shop online with us. We accept payment by credit card, namely Mastercard and Visa, as well as through Paypal or through a Direct Funds Transfer if you prefer not to use your credit card online. Your personal and financial information is protected by the highest level of encryption commercially available.
What happens if a product is out of stock?
If an item is out of stock when we process your order, we will be in touch with you as soon as possible to let you know this and to alert you to your options. You can arrange for an exchange of goods, to go on a back order list (for no additional fees) or we can arrange a refund for the purchased price.
Does The Hamptons House have a physical store location? Can I pick up or view my items in person?
No, The Hamptons House is an online store only. We make every attempt to show you high quality images of our products from different angles so that you may view even the slightest of details. We deliver your items to you via our delivery partners Australia Post and Trans Direct Couriers.
I am searching for something that you don't appear to have in your range, can you help?
If you are searching for a particular item that we do not appear to stock or if you think we should be selling a particular item, please feel free to contact us. We may be able to source the item for you from our suppliers or suggest other companies to help you, produce it as a special project for you or add it permanently to our product range if you have a great idea. We welcome your questions and feedback and are always happy to help where we can.
What is your policy on refunds or faulty items? What if I change my mind after I have received my order?
All items in our range come backed by our guarantee to you. To learn more on The Hamptons House guarantee, simply click here to read more.
How does The Hamptons House protect my private information?
We are committed to the protection of your private contact and payment information and ensure that we adhere to all relevant and current privacy legislation. Our site is also protected by SSL (secure sockets layer) technology. This means that we can safeguard your financial and personal information and automatically encrypt all sensitive information sent between your computer and our servers. SSL technology is the highest level of encryption commercially available to ensure that your transaction is safe and secure.
Are you open to link exchanges with other business websites or blogs?
Yes! At The Hamptons House we welcome the opportunity to help promote other businesses or blogs that we like and we welcome link exchanges should you like what we do in turn. Please feel free to contact us at email@example.com should you be interested in a link exchange or other publicity ideas, we would love to hear from you.