Information

Customer Service Information

At Decorating Heaven we believe your satisfaction is our first priority. Decorating Heaven specialises in delivering to you a range of quality designer wallpapers, wallpaper borders, murals, room themes and other decorating products for your home. We aim to deliver promptly and most orders are sent within 24 hours business days.

Ordering

First time buyers guide - how to order step by step.

All orders are placed on the Internet at our online store. Simply browse or search our catalogue for the products you wish to purchase. Once found enter the quantity required and click the "Add to basket" button on the items page. Add any additional items the same way from their pages. A running total of the number of items you are ordering and the cost so far will show in the top right hand side of your computer screen. When you have finished making your selection, click on the shopping cart which will take you to the four easy steps at the check out:

BasketCheckoutPaymentComplete

• The basket confirms your items ordered. You can make adjustments to your order. Move to the Checkout.
• Next you can elect to register for ease of repeat purchasing and tracking orders. It is not necessary
• Checkout covers your details including delivery address.
• Also select the correct shipping option. For most Australian orders select Australian Shipping. This is the $9.90 option. For more details on shipping see below.
• At Payment you select the payment method and complete credit card details if required. Ordering online is secure, see more on secure ordering.
• The order is completed with an online confirmation and an automated email confirming Decorating Heaven has received your order. If you do not receive this you may have used an incorrect email address or your mail has been put in a spam box. Please check your junk and spam mail and contact us if you cannot find the emailed confirmation.
• You are able to check your order status online 24 hours a day.
• We confirm by email when orders have been shipped.
• For special orders or if we need to update you on your order situation, stock availability, items currently out of stock, shipping quotes or other matters related to your order, you will be contacted via email or occasionally by telephone.
• Overseas orders information is detailed in the Non-Australian Orders information.

Payment Options

• We accept MasterCard and Visa. Credit Cards are charged after we check your order details and not at the time of placing the order. Select Credit Card Secure Payment.
• Other options are Direct Deposit via Internet Banking or at a Bank Branch or faxing your credit card details. We can also phone you to collect your credit card details if you wish. After ordering send us an email requesting this option with a day time phone number and we will call you .
• If not selecting payment by credit card online you will receive at the end of the order process instructions with the details required to complete your transaction including bank account details, fax and phone credit card information.
• For Direct Deposit, if you require confirmation of stock availability before paying send us an email on completion of the order.
• Goods are shipped on clearance of funds.
• Special orders are placed with the importer on clearance of funds when using direct deposit. Payment of special order by direct deposit will add around 2 weeks to your delivery timing on average so we recommend payment by credit card for special orders.
• Charges are all in Australian Dollars, including GST. You will be issued a Tax Invoice that will be delivered with your order.

Shipping Charges, Methods & Delivery Timings

We select the most suitable and safe method for your order.

Delivery timing estimates are based on the Couriers and Australia Post quoted delivery timetables and should be taken as a guide only and are based on reasonable expectations and experience.

Wall Decor & Decor Accents

• Most sticker and border orders are delivered by Express Post the next business day over specified routes within the Express Post domestic network. Physically larger or more expensive orders are shipped by couriers and registered post with delivery is estimated to be from 2 to 6 working days.
• For Wall Decor orders the shipping and handling charge is $9.90 per order, per destination within Australia. Purchase one or more products and the charge is still only $9.90.
• Most Wall Decor orders for stocked items received before noon business days are despatch the same day if payment is by credit card.

Storage and Trolley Decor

• For Storage and Trolley Decor shipping and handling charges are based on weight and destination of items.
• Prices are listed when you place the order or at the heavy duty trolleys shipping information page.
• There are saving from the listed prices for multiple item purchases.
• Delivery is by Courier or Australia Post and required a signatures.
• We can deliver to your work if convenient for you.
• Items are usually shipped in 1-3 days.

Samples

• Sample orders do not have additional shipping charges above the $6.00 charged for the sample.
• Samples are usually shipped in 1-3 days.
• More information about Samples.

Other Shipping Charges

• We will manually adjust your invoice if the correct shipping is not selected. and we reserve the right to amend shipping and handling charges
• On the rare occasion shipping charges may differ from the ones listed or you select the wrong shipping type or destination when placing an order we will correct this for you, process your order and notify you of the change in charges. If there is an increase in costs over $10.00 per order we will contact you before processing the order so you can approve the change in shipping costs.
• Overseas orders information is detailed in the Non-Australian Orders information.

Availability & Special Orders

• Stock and special order availability information is listed against each item and we do attempt to keep this as up to date as possible.
• Non-discounted items with no stock are special orders.
• Special order items are those where we especially order them in for your order. Here are more details on Special Orders.
• Discounted items with no stock are either no longer available at the discounted price or about to be discontinued as they have run out.
• Occasionally an item may be out of stock. If this occurs we will email you within 24 hours, on business days with an estimated delivery date. You can then elect to wait, order an alternative or cancel your order.
• We cannot be responsible for supplier's backorders.
• If you have deadlines to meet, for example, a child's birth date, order early to avoid disappointment.
• Please wait until you have received your order before you schedule paper hangers or commence significant preparation.

Returns Policy, Defective Products Replacement or Incorrect Delivery

• Upon providing proof of purchase, Decorating Heaven will only accept the return of products in accordance with our Return Policy. Read more at our Returns Policy.
• If you have received an order that is damaged or defective, contact us and we will resolve this as soon as possible for you. Our suppliers elect to replace faulty product. For more information read our Defective Product Replacement Policy.
• If you have not received exactly what you ordered we will correct your order. Contact us for help. More details at our Returns Policy.

Packaging

Deliveries are packaged in a variety of methods based on the shipping method and the items ordered. This may include Courier and Australia Post supplied packaging e.g. Express Post satchel plus wrapping paper, bubble wrap or other suitable material. We believe in good management of the earths resources and recycle clean packaging materials. In some cases you may receive multiple packages.

Privacy

Your privacy is important to Decorating Heaven. Read our privacy policy.

Secure Ordering

The shopping carts we use collect credit card details securely. Credit cards are stored on secure servers and collected from these using industry stand encryptions. After orders are finalised credit card information is not saved. It is deleted from the secure server after a short period of time. Credit card details are not distributed via email.

When on pages that request your credit card details or other check out pages you can check your computer is using secure connection. Look for the closed padlock in the bottom right of your browser screen and https:// instead of the usual http:// in the browser web address. Some browsers do not show the padlock so then right click your mouse button and select properties. The connection encryption information should confirm a High Grade Encryption (AES-256 256 bit).

Customer Service Hours

Shop online 24 hours a day, 7 days a week. If you need assistance, we have loads of help in our customer service information area that covers most customer queries. when you have searched and cannot find an answer contact our friendly Decorating Heaven Team. We aim to reply by email within 24 hours business days, Monday to Fridays.

Contact Us

We prefer to use email as our main method of communication as this keeps costs down.

Contact Details