Frequently Asked Questions (FAQ's)

We’re here to help you have the best shopping experience possible. Below are answers to common questions about orders, payments, shipping, returns, and more.

Ordering

Q1: Can I order over the phone?
At this time, we only accept online orders via our website to ensure payment security and proper documentation.

Q2: How will I know if my order went through?
You’ll receive an automatic confirmation email once your order is placed. If you don’t receive it, check your spam folder or contact us.

Q3: Can I modify my order after placing it?
Modifications are possible only before 3 PM (GMT+10:00) Australian Eastern Standard Time (Melbourne) on the day of ordering. After that, we begin processing and cannot make changes.

Payments

Q4: What currencies do you accept?
All payments are processed in Australian Dollars (AUD).

Q5: Do you offer Buy Now, Pay Later options?
Currently, we don’t offer installment payments, but we are working on adding this feature in the near future.

Shipping & Delivery

Q6: How do I know when my order has shipped?
You’ll receive a shipping confirmation email with a tracking number once your parcel is dispatched.

Q7: What happens if my parcel is delayed?
We use reliable Australian carriers, but delays can happen. If it’s been more than 10 business days since dispatch, please contact us.

Q8: What if I entered the wrong shipping address?
If you contact us before 3 PM (GMT+10:00) Australian Eastern Standard Time (Melbourne) on the day you placed the order, we can correct it. After dispatch, address changes are not possible.

Tracking, Damaged, or Lost Orders

Q9: My parcel is delivered but I haven’t received it. What should I do?
Check with neighbours and your local post office first. Then contact us — we’ll file an investigation with the courier on your behalf.

Q10: My item arrived damaged. What’s the process?
Email us within 48 hours with clear photos of the damaged item and packaging. We will arrange a replacement or refund based on our warranty or return policy.

Product Warranty

Q11: Do all your products come with a warranty?
No. Only specific items come with a manufacturer or store warranty. This is clearly mentioned on the relevant product page.

Q12: What does your warranty cover?
Typical warranties cover manufacturing defects but not misuse, accidental damage, or normal wear and tear.

Q13: How long is the warranty period?
Varies by product. Warranty periods are specified on each eligible product listing.

Returns, Refunds & Exchanges

Q14: How long do refunds take to process?
Once approved, refunds typically take 10 business days (Mon-Sat) to appear in your account, depending on your bank.

Q15: Can I exchange an item?

We offer exchanges under the following conditions:

  • Initiate a return following the instructions above
  • You are responsible for all shipping costs unless the item is defective or incorrect
  • Once we receive the returned item, we will process and dispatch the replacement
  • Exchange is subject to stock availability

Cut-Off Times & Fulfilment

Q16: When is the daily order cut-off time?
Orders placed before 3 PM (GMT+10:00) Australian Eastern Standard Time (Melbourne) on business days will be dispatched the same day. Orders after that will be processed the next business day.

Privacy & Security

Q17: Is my personal data safe?
Absolutely. We follow the Australian Privacy Principles (APPs) under the Privacy Act 1988. Your data is never sold or shared without consent.

Q18: Do you use cookies?
Yes, we use cookies to improve your browsing experience. You can learn more in our Privacy Policy

Business Information

Q19: Are you an Australian-registered business?
Yes. Homegrown Stores is proudly based in Australia and complies with all national consumer laws.

Q20: How can I contact you?

  • Legal Name: HOMEGROWN ENTERPRISES
  • Trading As: Homegrown Stores
  • ABN: 30 358 009 057
  • ASIC Registration: Active (31 July 2024)
  • Business Address: 6/10 Charlotte Street, Parap NT 0820, Northern Territory, Australia
  • Phone Number: +61406045181
  • Email: info@homegrown-stores.com.au
  • Business Hours: 9AM - 6PM (Mon-Sat), (GMT+10:00) Australian Eastern Standard Time (Melbourne)

Customers can contact us by visiting our Contact Us page. Our Dedicated support team will reply to any queries within 24 hours.

Still Need Help?

Please don’t hesitate to reach out via our Contact Us page if your question isn’t covered. We’re happy to help!