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 email@example.com 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 firstname.lastname@example.org 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?
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 email@example.com 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 firstname.lastname@example.org.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 email@example.com.
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 are currently taking 3-7 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 7 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 firstname.lastname@example.org 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.
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.
Which payment types do you offer online?
We accept payment via credit card, PayPal, Pay in 4 & Zip.
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?
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.
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 email@example.com 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?
What is your returns policy?
Need to take a product home to see if it fits? No problem! Products can be returned for an exchange or refund within 30 days of purchase at store, or delivery of online purchases, to any Howards Storage World store or our Online store. Products being returned must be unused, in a re-saleable condition in their original packaging and proof of purchase must be provided.
This is in addition to your rights under Australian Consumer Law. If you require further information or have a concern regarding a product, please contact Howards via email at firstname.lastname@example.org.
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.
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.
INSPIRATIONS REWARDS PROGRAM
How do I join the Howards Inspiration Rewards Program?
Can I add an additional member to my existing membership?
No sorry, it is one membership per person.
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.
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.
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 email@example.com to your safe sender list.