FAQ
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About Hauz Co
What is Hauz Co all about?
Hauz Co is an Australian online home decor brand built on the belief that a beautiful home should be simple and accessible. We handpick well-crafted pieces that bring warmth, texture, and personality to any space — and we deliver them free to your door, anywhere in Australia.
What makes Hauz Co different?
We cut out the showroom and the overheads so you get better products at better prices. Every piece is chosen for its design, timelessness, and versatility. We stand behind everything we sell with free shipping, easy 30-day returns, and real human customer support.
Who is Hauz Co for?
Anyone who loves their home and wants it to feel more like them — whether you're styling a new place, refreshing a room, or hunting for that one perfect piece. Our collection suits a range of interior styles, from Scandinavian minimal to coastal boho.
Do you have a physical store?
Hauz Co is an online-only store. This lets us keep our overheads low and pass the savings on to you through competitive pricing and free shipping on every order.
Shipping & Delivery
Do you offer free shipping?
Yes! Every order ships free across Australia — no minimum spend, no exceptions. Free shipping is applied automatically at checkout.
Which areas do you deliver to?
We deliver to all Australian states and territories including metro, regional, rural, WA, NT, and Tasmania. See our Shipping Policy for estimated timeframes by region.
How long does delivery take?
Orders are typically processed within 1–3 business days. Once dispatched, delivery takes 5–12 business days depending on your location. Total estimated time: 6–15 business days.
How long does it take to process my order?
All orders are processed within 1–3 business days, Monday to Friday. Orders placed after our daily cut-off time, or on weekends and public holidays, will be processed on the next business day.
How do I track my order?
Once your order ships, you'll receive a confirmation email with your tracking number. You can track your delivery anytime on our Track Your Order page. If you haven't received tracking details within 5 business days of ordering, please contact us.
Returns & Refunds
What is your return policy?
We offer a straightforward 30-day return policy. Items must be unused and returned in their original packaging. Visit our Refund Policy page for full details on how to start a return.
Can I return my order if I change my mind?
Yes, within 30 days of delivery. Items must be in original, unused condition. Please note that return shipping costs are the customer's responsibility for change-of-mind returns. Items that arrive damaged or incorrect are returned at no cost to you.
What if my item arrives damaged or incorrect?
We're sorry to hear that! Email support@hauzco.com within 7 days of delivery with a photo and your order number. We'll arrange a replacement or full refund — at no cost to you, no questions asked.
When will I receive my refund?
Once we've received and inspected your return, refunds are processed within 5–7 business days back to your original payment method. Your bank may take a further 2–5 business days to post the credit.
Do you offer any guarantees?
Yes. We stand behind every product with our 30-day return policy. If something isn't right, we'll fix it — whether that's a replacement, exchange, or full refund.
Orders & Payment
What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely through trusted payment providers. See the checkout page for the complete list of available options. All payments are processed securely through Shopify Payments.
Can I change or cancel my order?
Orders can be cancelled or modified within 1-2 business days of being placed. After this, your order may already be processing for dispatch and changes may not be possible. Email support@hauzco.com immediately if you need to make a change.
Is checkout secure?
Yes. All transactions are SSL-encrypted and processed through Shopify's secure payment gateway. We never store your payment details. See our Privacy Policy for full details.
Can I place a bulk or business order?
For bulk or business orders, please contact us at support@hauzco.com with the products and quantities you need and we'll do our best to help.
Products
Where are your products sourced from?
We work with carefully vetted suppliers to source pieces that meet our design and durability standards. Every item in our collection is chosen with the same intention — to look beautiful and last.
Are product colours accurate?
We do our best to display colours as accurately as possible. However, slight variations can occur due to screen settings, photography lighting, and the natural variation in handmade and natural materials.
Still have a question?
Reach out to our team at support@hauzco.com or visit our Contact Us page — we respond within 1-2 business days, Monday to Friday.
