FAQs

HAVE A QUESTION?

Below are some fast answers to some frequently asked questions. You can also use the chat function or call 1300 HOWARDS (Mon-Fri, 9am - 5pm EST)  

ONLINE

MY ORDER

How can I check the status of my order?

To check the status of your orders log in to your account where you can view all current and past orders, their status as well as tracking information once the order has been dispatched.

Can I add/remove item(s) on my order?

We aim to pick, pack and dispatch your order as quickly as possible. Therefore we cannot guarantee that changes can be successfully made to an order. Please contact our customer service team as soon as possible, via the live chat or at online@hsw.com.au for any questions regarding this. Please note, further shipping and handling fees may apply.

Can I cancel my order?

We aim to pick, pack and dispatch your order as quickly as possible. Therefore we cannot guarantee that orders can be cancelled if they are already in the dispatch queue or have been dispatched. Please contact our customer service team on our live chat or at online@hsw.com.au as soon as possible for any questions regarding this. Please note, shipping costs are non-refundable if the order has already been dispatched.

I made a mistake in my delivery details. How do I change this?

Please urgently contact our customer service team at online@hsw.com.au or at 1300 HOWARDS (1300 469 273).

An item I purchased is faulty. What should I do?

We are sorry to hear an item you purchased may be faulty. Please send through images of the item to our customer service team on the live chat or at online@hsw.com.au and they will assist you in resolving this as quickly as possible.

I received an incorrect item. What should I do?

We are sorry to hear that you may have received an incorrect item. Please contact our customer service team on the live chat or at online@hsw.com.au.Please attach images of the incorrect item you received.

I’m missing an item(s) from my order. What should I do?

Please check your order status to see if it was dispatched in multiple parcels, as some may still be on the way to you. After checking this, if you have any further questions please contact our customer service team on the live chat or at online@hsw.com.au.

SHIPPING & DELIVERY

How are shipping costs calculated?

Shipping costs are based on a combination of your delivery location, item weights and sizes. Some larger items are considered ‘Big & Bulky’ by couriers and these may attract a higher shipping cost.

Do you ship internationally?

We do not currently offer delivery for online orders outside of Australia.

Has my order been dispatched?

You can check the status of your online orders by logging in to your account here and viewing the Orders tab. Once your order has been dispatched, you will receive a notification with tracking information to the email address you provided on your order.

How do I find the tracking information for my order?

Once your order has been dispatched, to locate the tracking number, log in to your account and click on the relevant order number within the Orders tab. The tracking information will be located with the delivery address for your order. If available, clicking the tracking ID will take you to the courier’s site where you may track your order.

How long will it take for my order to be delivered?

In stock orders typically take 1-2 business days to be dispatched from our Sydney facility. Delivery times will vary depending on your location within Australia. If for some reason your order is not able to be dispatched on time, our Customer Service Team will be in contact with you.

Please note we strongly recommend providing ‘Authority to Leave’ during checkout if you may not be available to sign for the delivery, as the delivery day cannot be guaranteed. It is the receiver’s responsibility to organise re-delivery or collection from courier outlets/depots if a parcel is not able to be delivered. Orders containing elfa items may take up to 5 business days to be dispatched and our Customer Service Team will advise if further delays are expected. For more info on delivery please click here.

My order is showing as delivered but I have not received it.

We’re sorry to hear you have not received your order. Please double check your tracking information, delivery address and instructions provided during checkout and then contact our Customer Service Team at online@hsw.com.au if you require further assistance.

What is an oversized item (Big & Bulky)?

These items are typically over 1 metre in length and/or are considered bulky based on their shipping size/volume. These items may incur a higher delivery fee and cannot be delivered by Australia Post or taken/redirected to a Post Office if you are not available to receive the goods at the time of delivery.

We strongly recommend providing ‘Authority to Leave’ for Big & Bulky items as they may be difficult to collect/transport from a courier outlet/depot. In most cases, if you have ordered a Big & Bulky item and have not provided ‘Authority to Leave’ our Customer Service Team will be in contact with you to confirm delivery details before we dispatch your order.

Do you offer Click & Collect?

Howards Storage World does not currently offer a Click and Collect service, however you can contact our stores here to confirm whether they have an item in stock for you to purchase.

MY ACCOUNT

I have forgotten my password. How do I reset it?

Forgotten your password? No worries! Simply go to the login page and click ‘Forgot Password’. Then enter your email address and click ‘Reset Password’. You will then be sent an email containing a link to verify your email address and change your password.

How do I change my email address/account details?

To update your email address or any of your account details, simply log in to your account using your existing email address. You will be taken to your Account Page where you can then select the ‘Account Settings’ tab and update your email address, password and any of your other account details.

PAYMENT

Which payment types do you offer online?

We accept payment via credit card, PayPal and Zippay.

Which credit cards do you accept?

We accept credit card payment by Visa, Mastercard and AMEX.

My credit card payment won’t go through. What should I do?

Please check that you have entered your payment details correctly. If you have any further issues please contact our Customer Service Team on our live chat or at online@hsw.com.au.

MY INSPIRATIONS ACCOUNT

How can I check if I have any Inspirations rewards vouchers?

Firstly, ensure you are a registered Inspirations member. Log in to your account and if you are an Inspirations member, on your Account Settings page you will have a Member Number showing as well as have checked the “Yes, I want to be rewarded when I shop with Howards!” option. You can then check to see if you have any valid rewards vouchers by viewing your Rewards page.

How do I use an Inspirations rewards voucher online?

To redeem an Inspirations rewards voucher with an online purchase, log in to your account or register a new online account with the same email address assigned to your Inspirations membership. If you have valid vouchers available for use, these will appear in the ‘My Rewards’ section in the shopping cart and you can then select the voucher you would like to apply to your order.

PRODUCTS

The product I want is out of stock. When will it be restocked?

Products are usually restocked within a 1-2 week period but this can vary. If an item is out of stock online, you may submit your email address to be notified when it is back in stock. In some cases items may be made available for Pre-Order, so you may place your order now and it will be dispatched once back in stock. The expected restock date for Pre-Order items will be shown on the item page. Contact our Customer Service Team via live chat or online@hsw.com.au or contact your nearest store to confirm if an item is currently available there.

Why is a product marked as ‘In Store Only’?

Unfortunately, some items are not available for purchase online. This may be due to them being too large or fragile for us to safely ship to you and are only available for purchase in store. If an item is marked as ‘In Store Only’ please contact your nearest store for item availability.

Is the product I want in stock at my local store?

You can find out if your nearest store has a product in stock by contacting them here.

RETURNS

What is your returns policy?

Items purchased online can be exchanged or refunded with our online store within 30 days if the items are deemed to be faulty OR if for any reason the items are unsuitable and still in a saleable condition. Please note that return shipping costs and the safe transit of items being returned or exchanged are the responsibility of the customer and goods will be inspected once received at our Sydney facility. Original shipping costs are not refundable.

This is in addition to your rights under Australian Consumer Law. You can view our Returns Policy here. If you require further information or have a concern regarding a product, please contact Howards via 1300 HOWARDS (1300 469 273) – Monday to Friday, 9am – 5pm AEST or via email: online@hsw.com.au.

How long will my return refund take to be processed?

Return refunds typically take a minimum of 5 business days to be processed once we have received the item/s at our Sydney facility. You will receive an email notification once your refund has been processed by our Customer Service Team.

STORES

STORE OPENING HOURS

What are your store opening hours?

Simply search for your store on our store locator and you will find the standard store hours listed. Occasionally it may be different on public holidays. If you are unsure, please ring the store.

See Store Locator here.

POLICIES

Pricing and Returns Policy

Please see our full Pricing and Returns Policy here.

Privacy Policy

Your Privacy is important to us. Please see our full Privacy policy here.

Terms & Conditions of Using this Website

Please see the full terms and conditions here.

INSPIRATIONS REWARDS PROGRAM

PARTICIPATING STORES

See participating stores here.

MY MEMBERSHIP

How do I enrol in the Howards Inspiration Rewards Program?

Join the Howards Inspirations Rewards Program in-store at participating Howards Storage World stores or online at www.howardsinspirations.com.au. Once you have joined, within the next 24 hours you will be sent a Welcome email giving you a $10 Welcome Voucher. You will then be entitled to all member benefits. Join here.

Can I enrol an additional card holder to my existing membership?

No sorry, it is one membership per person.

How do I update my details?

Log into your account here and click on the 'Update profile' button. Your details will appear and you can update them.

REWARDS VOUCHERS

Do my vouchers have an expiry date?

All our vouchers have an expiry date. Please refer to the actual voucher or the email you received for details. Alternatively you can contact Customer Service on 1300 HOWARDS or visit your local store to check.

How do I earn vouchers?

Howards Inspirations Members will earn a $10 voucher with every $200 spent. Transactions can be accumulated over time from any participating Howards Storage World store. To accurately collect all transactions, you must advise the staff that you are a member so they can find your details. Purchases cannot be added once the transaction has been completed.

If you spend multiples of $200 in one transaction, will I receive one voucher as a reward?. I.e. if you spend $400 in one transaction you will earn a $20 voucher.

Yes.

Please note that no refund will be given for the voucher value when returning items, however, members can exchange product or will receive a local store credit.

How do I receive my voucher?

All vouchers will be sent to the email account provided in your member profile. If you don't receive a voucher we recommend you check your spam filter and add howardsinspirations@email.howardsinspirations.com.au to your safe sender list.

MEMBERSHIP CARD

What if I lose my card?

You do not need a membership card to be part of the program. (Cards were removed from the program in July 2012). Store Staff can simply look you up in the system using a mobile phone number or email address. Proof of identity may be required.

What if I forget my card?

Don't worry, no need for a card. Just provide the Store Staff with your details such as mobile number or email address when purchasing in-store. We will confirm your membership and allocate the purchase to your account. Proof of identity may be required.

PASSWORD

Can I change my password?

Yes. Log into your account at www.howardsinspirations.com.au and click on the 'Change password' button on the right hand side. You will need to enter your existing password and then you can choose a new password.

What if I forget my password?

Click on the ‘Forgotten password / Reset password’ link on the Inspirations homepage - www.howardsinspirations.com.au.

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