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Customer Service

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.

Customer Service Contents

Your Account

Decorating Help

Ordering Basics

  • All orders are placed on the Internet at our online store.
  • Simply browse or search our catalogue for the products you wish to purchase.
  • Click the "Add to cart" button on the items page.
  • When you have finished making your selection you can check out.
  • Elect to register for tracking orders and ease of repeat purchasing.
  • Enter the requested details to finalise the order.
  • Your order status is confirmed by email
  • You are able to check your order status online 24 hours a day.
  • We confirm by email when orders have been shipped.
  • See special order information for items NOT currently in stock.
  • Overseas orders information has a different ordering process that is detailed in the Non-Australian or Non-NZ Orders information.

Need more information? Check out Ordering in more Detail.

Payment Options

  • We accept payment by PayPal for credit cards.
  • Also payment by Direct Deposit. We prefer Internet banking so you can leave an order number or name. 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.
  • In addition, for Australia, we can also manually action MasterCard and Visa credit card payment via our own and Westpac secure servers if you do not wish to use PayPal. Credit Cards are charged after we check your order details and not at the time of placing the order. We delete card details after the payment has been actioned. Select Credit Card Payment, Credit Card by Fax or Credit Card by Phone.
  • 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.
  • 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.
  • For Australia charges are all in Australian Dollars, including GST. You will be issued a Tax Invoice that will be delivered with your order. For NZ charges are all in New Zealand Dollars.

Shipping

Shipping and handling charge is $9.90 per order, per destination. Purchase one or more products and the charge is still only $9.90. This rate applies to only Australian and New Zealand orders only.

Delivery Methods & Timing

  • We select the most suitable and safe delivery method for your order.
  • Usually this is Australia Post and NZ Post and StarTrack for business addresses within Australia. Deliveries in Australia usually take 1-5 for main centres and towns. For NZ about 4-10 working days. Remote areas will be longer.
  • Delivery timing estimates are based on the shipping companies and Australia Post quoted delivery timetables and should be taken as a guide only.
  • Orders for stocked items received before noon business days are typically despatch the same day when payment is by credit card.
  • Sample orders do not have additional shipping charges above the $6.00 charged for the sample. Samples are usually shipped in 1-3 days from receipt by letter mail. More information about samples.
  • Overseas orders information is detailed in the Non-Australian or Non-New Zealand Orders information.

Availability & Special Orders

  • Stock availability is listed on each items page.
  • We do attempt to keep this as up to date as possible.
  • Sales items are usually limited to the numbers shown.
  • When you order items that are not held in stock the order will become a Special Orders.
  • We will email you an update on your order if availability changes.
  • 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

We will work with you to solve any problems you have with your order. Returns for defective products, incorrect deliveries or change of mind returns are covered in our Returns Process.

Packaging

Deliveries are packaged in a variety of methods based on the shipping method and the items ordered. 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

We give PayPal as a payment option for customer who wish to pay through a third party. PayPal use industry standard encryption to ensure secure payment.

With the Australian shopping cart we use collect credit card details securely. We use secure servers and industry encryption standard. 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.

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 areas. This covers most customer queries. When you have searched and cannot find an answer contact our friendly Decorating Heaven Team.

Contact Us

We aim to reply by email within 24 hours on business days, Monday to Fridays. We prefer to use email as our main method of communication as this keeps costs & prices down. Use this form to Contact us