fbpx

Help

Help

Got a question about one of our beautiful products?  Check through the list below, perhaps its something we’ve already been asked.

If not, feel free to send us an enquiry at customercare@thathomefeel.com.au or call us on our 1300 number

Shipping & Delivery

Do you ship outside of Australia?

We only ship to Australian states and territories at this stage.

 

How much is shipping?

The delivery fee per orders is a flat $22, regardless of how big your order is, and regardless of where you live. We choose what we believe are the most affordable and fastest courier services, but should you wish to avoid paying for any delivery fee, you have the option to Click and Collect from the closest store. It is a great way to get to know your local stockist and get a few nice tips on installation or other products to enhance the look of your home.

 

How long does shipping take?

We aim to process your order in our Victorian premises within 24h of receiving the order, and shipping will be take 24h for Victoria and NSW,48h for Tasmania, and South Australia, and a maximum of 4 days for WA and QLD

When an item is shipped you receive tracking and if you follow the couriers tracking website you will receive a more accurate delivery estimate.

 

Do you offer express delivery service?

We aim to dispatch all order within 24h however we don’t offer a specific express delivery option.

 

Can I purchase online and pick up in store?

You definitely can, using our Click and Collect service. The option is available at the checkout stage on the website.  If the option doesn’t come up . A message would be sent to you once your order is ready to be collected.

 

How is my order delivered?

Based on the size of your order and the delivery address, we pick the fastest courier company. You will receive an SMS & Email notification once your order has been packed, then dispatched, and finally prior to delivery

 

Can I arrange my own courier?

Unfortunately, you are unable to arrange your own courier for delivery. You would need to have the item/s delivered by our assigned couriers.

 

Do you deliver to PO boxes or Parcel lockers?

Because our products can be bulky, especially our blinds and cushions, we are not able to deliver to PO BOX or Parcel lockers

 

What if no one is home?

It is highly recommended that someone is home on delivery. Alternatively do leave instructions in the Comment box during the checkout process

 

Can I add an authority to leave on an order if I know I won’t be home?

Yes, when entering your delivery information at checkout, there is a Comment section for you to add an authority to leave.

 

What are standard delivery hours?

Our couriers deliver Monday to Friday between business hours which are 8 am to 6 pm.

If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery. If the parcel is being delivered by Australia Post then it will be available for collection from the Post Office.

If the parcel is being delivered by Allied Express then they will attempt to re-deliver when you are home however only during business hours for no additional cost. If your schedule does not allow for you to be present during these times we recommend that once you receive your tracking information via email that you fill out the Authority to Leave Card (a link will be provided along with your tracking number once the items ship).

 

Will I get a confirmation of my order after I purchase and after it shipped?

Once you have completed your order online, you will receive an email confirming that we have received your order.

Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately. Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.

 

What happens if the tracking number doesn’t work?

If the tracking is not showing up anything, or is saying invalid please double check the tracking number you have put in. It can take upto 48 hours for the tracking to update.

If the tracking still does not work after 48 hours then get in touch with our customer care team

 

My order has not arrived, what do I do?

Please call us on 1300 082 366. We are here to help and our courier partner will support us in giving a quick answer.


Click and Collect

Can I click and collect everywhere in Australia?

This service is only available in areas where we have a stockist. We are currently working towards covering all states and territories but the process is not complete and therefore we may have to deliver straight to your home

 

How do I know if there is a store near me to collect from?

By visiting our store locator, you will see if a store is conveniently located near you. You can then proceed to ordering your product and chose the click & collect option on the checkout page.

 

How will I get notified that my order is ready for pick up?

Our customer care team will send you a notification informing you that your order is ready to pick up.


Returns

What is the return policy?

If you are dissatisfied with an item, we want to quickly correct the problem. THAT HOME FEEL will gladly offer returns and exchanges on all full-priced online order if you realise that you purchased the wrong size or the style simply doesn’t suit your home.

All items must be returned unused, unopened, with original packaging to qualify. Items purchased while on sale are not eligible for refund, unless it is faulty.

Items are eligible for refund within 14 days of payment. Contact our customer Care team by email customercare@thathomefeel.com.au

The customer must organise and pay for return shipments but feel free to use any cardboard box that fits the product, as long as it protects the product in its original packaging.

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.

If you are returning your purchase because we made an error, we will pay for the shipping cost

 

Can I return a product I have used?

No, we are not in a position to offer a return for used products.

 

Can I exchange a product?

Unfortunately, we can only accept a return, and should you whish to purchase a different product as a replacement, you will need to place a new order.

 

My order seems to be damaged or faulty, what do I do?

Unfortunately, items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or a video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partner to ensure our service and the quality of packaging is improved.

If you notice that, an item is damaged after it has been delivered to you, please take photos or a video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

  • Suggest a self repair
  • Offer a partial or full refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us

If we require you to return the product to us, we will pay the cost of the return.

 

The wrong item was delivered

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 7 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.


Product

How often will new designs and products be featured on the website?

We release new outdoor and indoor cushion designs twice a year, for summer and winter. In regards to curtains and blinds, we release new designs or colours every year.

 

How do I clean my cushion covers?

We recommend a cold hand wash. Please do not bleach or soak, do not rub or wring, drip dry in shade, do not tumble dry, do not dry clean.

 

How do I clean my cushion insert?

If you have purchased a cushion with a feather insert, the only cleaning method is to dry Clean

If you have purchased a cushion with a polyester insert, it is possible to delicately hand wash, drip dry. Please do not dry clean

 

How do I clean my throw rug? (just in case)

Similarly, to our cushion covers, we recommend a cold hand wash. Please do not bleach or soak, do not rub or wring, drip dry in shade, do not tumble dry, do not dry clean.

 

How to clean my blinds?

Every type of blinds generally need different cleaning methods. You will find on each product page the suitable cleaning method for each product

 

How to clean my curtains?

All our curtains come with a care label, specific to the composition of the fabric we use. It is important to follow these care instructions thoroughly.

All our fabrics are tested to meet the Australia standard required for colour fastness to light. It is worth noting that All fabrics, regardless of dyes used, may deteriorate under direct sunlight or reflected Ultra Violet rays.

To help care for your fabric, we recommend the following tips which may help prolong the life of curtains:

  • Curtains should be hung at least 10cm from the glass to enable air to circulate. This assists in preventing mildew, and reduces heat build-up, both of which can adversely affect your fabric.
  • Regular dusting and vacuuming should be undertaken; however, frequent laundering is not usually required. When vacuuming, always use an appropriate attachment.
  • Should washing be required, always refer to your curtain’s care instructions, as some require specific washing instructions.
  • Always exercise caution by test cleaning on non-exposed surface. Avoid excessive rubbing and abrasion.
  • If the sun is directly reflecting on the fabric behind a glass window, consider using a  sun filter sheer cutain or blind where possible.
  • Leading edges of the curtains (those facing the windows) are particularly vulnerable to sunlight degradation. To help minimize this effect, it is recommended that curtains be rotated periodically, i.e. the left-hand curtain swapped to the right-hand position.
  • Ensure sufficient ‘stack back’ is achieved to minimise direct sunlight effects and draw the curtains back from the windows during the day. This is particularly important during the Summer months, when the sunlight is strongest. Although closing the curtains will help keep the interior cooler, it is highly destructive to decorative and ordinary lined fabrics. Temperatures between the glass and curtain or blind can become extreme, causing to fabrics becoming fragile which can lead to tearing and disintegration.

 

Will my product match what I see on screen? / Can I trust the colours on my screen?

We endeavour to ensure that all the products on our website are accurately described. Unfortunately, on some occasions it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order. We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens.

 

Do you offer trade discounts?

We are very much open to discussing the option of selling to trade customers, should you wish to stock our products in your retail store.

 

My product was damaged in transit, what do I do?

Unfortunately, items are occasionally damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partner to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

  • Suggest a self repair
  • Offer a partial or full refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us

If we require you to return the product to us, we will pay the cost of the return.

 

My product seems faulty or I missing some parts. What do I do?

We would like to apologies if we have sent you a faulty product. We offer a 12 months guarantee on all products.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 7 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Suggest a method self repair
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or refund

 

Can I come see your products?

Definitely. Our products are available from window coverings or homeware stores all around the country. You can see the list of stores by clicking on our store locator.

 

Do you offer samples?

Because our products are stored in our premises as made up curtains, we don’t have the ability to cut through them. Should you wish to feel the fabric, see the beautiful matt finishes and the colours up close, we encourage you to visit your local stockist. Please visit the store locator to find your nearest stockist.

 

I can’t find what I am looking for on your website?

Simply call us, or even better, visit your local stockist for expert advise on colours, sizes, design or installation. The chances are that we have a solution for you!

 

Do you offer custom made blinds & curtains?

We sure do, but not online. Your local stockist, that can be found in the store locator, are experts in window coverings and can help you in their showrooms with vast amount of fabric choices and heading styles for a full custom made solution in both blinds and curtains.

 

Can I cut down my curtains?

We realise that many people are very experienced when it comes to sewing. It does make sense to adjust your curtains if they are a touch too long, although we encourage you to hang them higher above the window (creating a more sophisticated look), rather that shorten the drop. Since we sell a product that is fully finished, we cannot apply our warranty to any product that has been altered.

 

Do the curtains come in pairs or singles per pack?

Curtains generally come as single when buying an eyelet curtain, and they come as a pair when buying a pencil pleat. The reason is because you always need to pencil pleat curtains on a track so they meet in the middle. However you don’t necessarily need 2 eyelet curtains if the width of your window is narrow enough.


Orders

How do I know if my order has been shipped?

You will get an automated message from us or our courier company confirming that your order has been dispatched. Should you have chosen the Click & Collect option from your closest store, you will get an email confirming when your order has been packed and is ready for pick up.

 

Can I change or cancel my order?

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage (which may take place within 15 minutes of receiving your order), in this case you will receive a refund of the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 12 hours, requests for changes or cancellations need to be lodged as soon as possible after ordering. Once items have shipped, you cannot cancel them.

Please be advised, for Click & Collect, the same rules apply.

 

Can I check the progress of my order?

Once your order has been dispatch you will receive an email & SMS notification with tracking details

 

Who can I call about my order?

Please always feel free to call us on XXXXXX for any query regarding your order or the products that you are interested in. Do feel free to also call your local store (that can be found through the store locator) as they are your local expert in window coverings and homeware.


Satisfaction

Why buy from us?

It is in our best interest to satisfy the expectations of our customers in 100% of cases, For that reason we have a very thorough & methodical approach to Quality assurance, to customer support (window coverings does get complex at times!) and to product design. We have chosen to design and sell blinds, curtains and cushions that would exceed customer’s expectations. When it comes to readymade curtains and roller blinds, our products use the same design and quality standards as what can be found in the custom made market. For that reason, you may find that there are cheaper products in the market but as a team of experts we choose to only offer what we would accept to use in our own homes.

 

Do you have a change of mind policy?

We certainly do. If you are dissatisfied with an item, we want to quickly correct the problem. We will gladly offer returns and exchanges on all full-priced online order if you realise that you purchased the wrong size or the style simply doesn’t suit your home.

It is important however that all items must be returned unused, unopened, with original packaging to qualify. Items purchased while on sale are not eligible for refund, unless it is faulty.

Items are eligible for refund within 14 days of payment. You can download and print a return form here for your convenience

We need to ask you to organise the return shipment but feel free to use any cardboard box that fits the product, as long as it protects the product in its original packaging.

If you are returning your purchase because we made an error, we will pay for the shipping cost. Otherwise you will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.


Warranty

What is your warranty policy?

We offer a 12 months’ warranty. The reason why we don’t offer 3 years for instance, is because issues that would arise from poor workmanship, or poor fabric quality, would happen in the first 2 to 3 months of the product being installed.

From experience, the very rare warranty claim received after 12 months relate to abnormal use or abuse, or lack of care.

Please refer to the terms & conditions document for the full warranty document

 

How do I make a claim?

We hope you will never need to, but issues do happen from time to time, either in transit or in manufacturing.

Claim for order damaged in transit:

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or a video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partner to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or a video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

  • Suggest a self repair
  • Offer a partial or full refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us

If we require you to return the product to us, we will pay the cost of the return.

Claim for wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 7 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Claim for faulty product faulty product

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or a video clearly illustrating the problem and contact us as soon as possible, ideally within 7 business days of receiving your delivery.


Payment

What type of payments do you accept?

We use Securepay to facilitate order payments in the most secure and private manner. This allows you to use your Visa or Mastercard credit card, as well as Paypal.

 

Can I order online but pay in store when I pick?

The payment of any order placed through the website require payment online. If you wish to visit your local store and purchase what is in stock at the store, do feel free. The store will give you great advice on colour, function and even installation. You may also be able to chat to them about your requirements for custom made products should the size of the blinds & curtains available on That Home Feel don’t match your requirements.


Installation

Are your products easy to install?

This is an important question. Our blinds and curtains are designed for ease of installation and require minimal tools, and no specialised tools. The videos called How to install Blinds, How to install curtains and how to measure curtains and blinds will teach you in less than 2 minutes the best way to neatly install your new window coverings.

Installing our products do not require heavy lifting, aside from the biggest size of our venetian blinds which can weigh a few kilos.

 

How do I install blinds?

You will find instructions on how to install roller blinds, how to install double roller blinds and how to install venetian blinds on the dedicated product page.

You can also click on the links below to access our installation videos:

How to install a roller blind video

How to install a Venetian Blind video

How to measure your window video

 

How do I install curtains?

You will find instructions on how to install roller blinds, how to install double roller blinds and how to install venetian blinds on the dedicated product page.

  • How to install an eyelet curtain video
  • How to install a pencil pleat curtain video
  • How to measure your window video

 

I need help measuring? / Where can I find instructions on how to measure?

Our videos on how to measure below will give you a clear step by step method that is very simple. Should you still feel uncomfortable with your ability to measure accurately, or should you have a very unusual window shape, do feel free to call us on our 1300 number, or alternatively you can visit your nearest store for expert advice. It may be that an unsual window shape will need a custom solution. In that case your local store will assist you.

  • How to measure your window video

 

What do I need for installation?

All our blinds and curtains are designed to be installed with basic tools. In general, a simple drill (or alternatively a screw driver), a tape measure, a pencil and step ladder are all you need.

 

I need help installing?

Should the installation video not cover a tricky situation that you may be facing with your installation, do feel free to call us on XXXXXX. You can also contact your nearest store who will most likely have an installation service available. These type of services would be charged for.

 

How do I obtain spare parts?

In the event that the product supplied is missing a part, please contact our Customer Care team on XXXXX and we will send you the missing part free of charge.

 

How to keep my curtains and blinds child safe?

The risks associated with cord mechanisms on blinds & curtains are important to be aware of. Details of how to install the devices are included in the blinds  and our customer care team are on hand should you need any further advice.

The aim of these devices is to ensure that children be kept safe from any looped cords or chains to prevent strangulation. It is also important that beds, cots and other items of furniture are moved out of the way of the operating cords so that they remain out of reach. Once your blinds are installed following the strict child safety steps, we encourage you to

Regularly check for loose or looped cords that children can reach from the floor or by climbing on furniture. Do keep the chain & cord tensioning device or cleat always in use.

The following website is a very valuable resource to learn about blinds, curtains & child safety https://www.productsafety.gov.au/products/home-living/home-furnishings/blinds-curtains


Sustainability

How sustainable are our products?

That Home Feel aims to follow a set of sustainable practices at different levels: Manufacturing, packaging, Shipping. We are not perfect and whilst our ambition is to limit our impact on the planet to the bare minimum, we must improve constantly.

Currently the packaging of some of our curtains is non-PVC and made of recycled PE.

For our blinds, we send them to you in a recycled cardboard tube, hence why they don’t look brand new. These tubes are originally used to transport our blind fabrics from our factories to our warehouse.

Finally, the shipping of our products to you is carbon neutral. We’ll offset 100% of the carbon emissions at no extra cost

 

How can I make our house more sustainable with curtains or blinds?

By nature, any form of window coverings has a positive impact on the sustainability of your home. When shut, a blind or a curtain will do the following:

Some other benefits worth noting are below: