FAQ – Hommey

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FAQ

Frequently Asked Qustions by our Hommey's

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Frequently asked questions

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via live chat.

Billing and payment

Which payment methods are accepted?

We accept payment via PayPal, Apple Pay, Google Pay, Shop Pay, Afterpay, Klarna, or credit card using Visa, Mastercard or Amex.

Can I use Afterpay or Klarna?

Sure can. Dream now, pay later. We offer Afterpay and Klarna on all orders in Australia and New Zealand

General

Who is Hommey?
What is Hommey?

A company that is creating a destination of comfort

When is Hommey?

Founded on October 28th, 2020. When are we working? 9.00am - 5.00pm AEST monday to Friday, excluding public holidays.

Where is Hommey?

Born in raised out of an apartment in South Yarra, Melbourne.

Why Hommey?

Home is where we spend one third of our lives. We thought we'd make it the most comfortable, cosy and happiest time of your life.

Products

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

What if I want to speak to someone?

We'd love to hear from you! Please call +6186910546 for any questions regarding styling tips, exchanges, returns and more. Our phone lines are available between 9am and 5pm Monday to Friday AEST.

What do our customers say about Hommey products?

We have collected over 6,000 5 star reviews since launching in 2020. Our most common feedback is how impressed people are with the quality and speed of delivery that Hommey offers. We always have room for improvement, but we're sure you'll be satisifed with your next Hommey purchase.

What are our cushions made of?

What differentiates our product is our cushion insert. We have used a combination of duck feather down and 6D hollow fibre for optimal bounce back, shape and longevity. As importantly all of our feather inserts are Downpass certified and meet Responsible Down Standards (RDS).

Our Boucle Cushions, Velvet Cushions and Felt Cushions are all 100% Vegan made from a durable, thick GSM polyester material.

Our Linen Cushion collection is made from 100% Cotton made in Portugal with a unqiue stonewash finish.

Our Outdoor Cushion collection is made from 100% Acrylic woven in Spain and 100% Cotton woven in Italy. Hommey outdoor cushions are water-repellent (not water-proof). They should be stored inside when not in use to prevent any damage.

What's the best way to care for my Hommey products?

All of our cushions and covers, towels, hand towels, robes, bags and throws a machine washable. We understand that red wine spills with friends or left over dinner on the couch can happen so we've taken this into our design consideration.

We recommend spot clean only for all of the Hommey slides.

Please closely follow the care instructions which can be found on the inside of your cushion cover.

Will the colour on screen match exactly how it will look in person?

We’ve worked really hard to make sure that the colours shown on screen match what you're expecting to receive but we can’t make any promises. Please note that exchanges for a discrepancy in colour will be classed as change of mind.

Can I get samples?

We offer fabric swatches of our ranges so you can check and make sure the colours are what you’re expecting and will make your bed one you’ll dream about.

If you're still having trouble deciding, don't hesitate to get in touch at hello@gethommey.com

Where/how are your products made?

Our products are designed at our HQ in Melbourne and manufactured in China, Turkey, Portugal, Spain and Italy. We only partner with suppliers that have exemplary work environments that we would want for our own employees. We’re always thinking about how we can make our products better by thoughtfully sourcing our textiles, taking stock of sustainability efforts, and streamlining the process from idea to your home and to the future ahead.

How sustainable are Hommey's products?

At Hommey, we’re not just striving to build a great business, but to leave the world better (and better rested) than we found it. We want to help make a difference through the products we make, the platform we have, and the community we create.

As part of this vision, we are excited to offer all of our product range to be certified under the OEKO-TEX® standard and BSCI certified.

Do you sell gift cards?

We sure do!

We sell  E-Gift Cards and they both have a lifetime validity period. Gift cards are available to purchase in denominations of $50, $100, $150, $200, $250 and $300. 

Your voucher will be emailed to you with instructions on how to redeem with a voucher code, even if you’ve ordered a Physical Gift Card (select one or the other - no need to select both).

Other

I'm media - Who can I chat to?

Want to feature us? We’d love to chat.

For all PR enquiries please email grace@gethommey.com

What's your privacy policy?

We promise we're not doing anything dodgy with your information. Your privacy is really important to us and all of the information that we ask you to provide is necessary for us to be able to complete your order.

If you’re subscribed to our mailing list, you can unsubscribe at any time by clicking the link in the footer of our emails. We’ll miss you.

You can find our full privacy policy here.

I'm a store - Do you wholesale?

If you're a retail store looking to stock Hommey, we'd love to chat.

We have strict criteria on which stores we work with, but we're always open to having a chat.

Please email grace@gethommey.com

Shipping

Same-day dispatch

Orders received before 11am (AEST) Monday to Friday are shipped the same day from our Melbourne warehouse. Our warehouse team takes a much-deserved break on weekends and public holidays, so orders placed on those days will be shipped the following business day. If you have questions about the arrival of your order, drop us a line at hello@gethommey.com

Shipping Options

Standard Shipping (AusPost Parcel Post) - FREE for all AUS orders.

Estimated shipping times:

VIC: 2-4 business days

NSW, ACT, QLD: 3-5 business days

SA, TAS: 4-6 business days

WA, NT: 7-12 business days


Express Shipping (AusPost Express Post) - FREE for all Aus orders.

Estimated shipping times: 

VIC: 1-2 business days

NSW, ACT, QLD: 2-3 business days

SA, TAS: 2-3 business days

WA, NT: 3-5 business days


New Zealand Shipping - $15 Flat Fee for Orders Under $200 or FREE for Orders Over $200.

Estimated shipping time:

4-8 business days


International Express Shipping - $25 Flat Fee for orders under $250 or FREE for orders over $250.

Estimated shipping times: 

United States: 4-8 business days

United Kingdom: 4-8 business days

Japan: 4-8 business days

Netherlands: 8-12 business days

France: 8-12 business days

Can I change my shipping address or details?

If you need to make a change to your order, email us ASAP at hello@gethommey.com with your order number and what you need changed in your order.


Our warehouse team is super-efficient and usually send orders on their way as soon as it arrives in our system. Once an order has been dispatched it cannot be changed.

How do pre-orders work?

If a product is on pre-order, text will appear below the selected item with a ship by date to let you know when the item will leave our warehouse. The ship by date will also appear in your cart during check out.

To order an item on pre-order, add the item to your cart as per normal and once it arrives we will send it out to you.

If you order an in-stock item along with your pre-order, we will send everything together in line with the pre-order ship by date.

Returns & exchanges

How do I return or exchange an item?

Click the "START A RETURN" button below to begin your Hommey return.

What's the return policy

We offer Exchanges (FREE) and Refunds ($12.50) for change of mind purchases within 30 days of your order being delivered.

Your item must be unused, in its original packaging, and in the same condition that you received it.

Please note:

- We're unable to accept returns of opened cushion inserts.

- Archive Sale items are eligible for Exchanges ONLY - No Refunds.

- Orders with full price items discounted by a promotion or discount code are eligible for Exchange or Refund.

I am expecting a refund or exchange. How long does this take?

After your items arrive at our warehouse, we will review each item to make sure it meets our returns policy of unused and in it's original condition.

Refunds and Exchanges will be processed within 10 business days after reaching our warehouse.

Please let us know if you require your Exchange earlier than this and we can organise this for you.

If you have any questions or are experiencing a delay, please email hello@gethommey.com

Is return postage covered?

Yes, for unused and unwashed items we will provide free return postage via our self service portal above. Simply print out the label and drop it off at your post office. If it's a hassle to print the label, AusPost can print it for you, just show the label on your phone at the post office.

Do I have to return the products in their original packaging?

This is a key requirement for your return to be accepted for a refund or exchange and is In the interest of reducing waste.

Can I use my Hommey products and return them?

For hygiene reasons, we cannot accept change of mind returns on items that have been used or washed. However we would still like to help any way we can. Email us a hello@gethommey.com

Can I return products that have been washed?

Unfortunately not. We can't accept change of mind returns on items that have been used or washed. However we would still like to help any way we can. Email us at hello@gethommey.com

Can I pick between an exchange, store credit, or refund?

Yes, we’re flexible. You can choose either an exchange, credit or refund via our self service portal. Contact our team at hello@gethommey.com if you need help deciding your exchange.

Warranty

Do items have a warranty?

Absolutely. We offer a 6 month warranty and full replacement on any items that are deemed faulty.

Please get in contact with one of our staff members at hello@gethommey.com so we can arrange a replacement item.

Stockists

Victoria

Emma Marie
4/4 Blackburne Square, Berwick VIC 380

Stellar Gifting
15 Cochranes Rd, Moorabbin VIC 3189

Vincent Design
269 Coventry St, South Melbourne VIC 3205

Good Huis
156 High St, Belmont VIC 3216

Made and More
1128 High St, Armadale VIC 3143

The Plant Society33-39 Keele St, Collingwood VIC 3066

LUUP Store
Shop D7, Peninsula Home, 1128-1132 Nepean Highway, Mornington VIC 3931

Whofish
Shop 3/537 Malvern Rd, Toorak VIC 3142

New South Whales

Deer Willow

Shop 10 Dural Mall, 28 Kenthurst Rd, Dural NSW 2158

Gathered Goods

82 Rusden St, Armidale, NSW, 2350

Manyara Home

680 Military Rd, Mosman NSW 2088

Hyde Bellingen

62 Hyde St, Bellingen NSW 2454

Jumbled

33-35 Sale Street, Orange NSW 2800

Plume

3/271 Lawrence Hargrave Dr, Thirroul NSW 2515

The Plant Society

21 William Street, Paddington NSW 2021

Cut Store

263 Crown Street, Surry Hills NSW 2010

Queensland

QLD:

Bedouin Traders

2/2 Kingfisher Dr, Peregian Beach QLD 4573

Clo Studios

3/10 Lanyana Way, Noosa Heads QLD 4567

Sunday Society

130 Leicester St, Coorparoo QLD

Western Australia

Arrival Hall

162 Aberdeen St, Northbridge WA 6003

Emporia

271 Rokeby Rd, Subiaco WA 6008

Tasmania

Luc Design

130 Macquarie St, Hobart TAS 7000

New Zealand

The Other Half Design

303 Martyn Road, Whangamatā 3620

Superette

www.superette.com.au