FAQ

Frequently asked questions

Delivery

Do you ship internationally?


At current, we do not ship internationally. However, our team is working on making this an option for you!




How much does delivery cost?


We are very proud to offer FREE delivery within Sydney Metro and Greater Sydney on product orders greater than AU$100 (excluding delivery). Orders less than $100 incur a flat rate shipping cost of $14.95 for Sydney Metro and $24.95 for Greater Sydney. All orders are sent by our courier from our Sydney factory.




Can I pick up my order?


Unfortunately we do not offer pick up at the moment.




Will I need to wrap the gift box myself?


All products prepared for delivery by The Gift Haus are encased in our signature collection boxes, and tied with a ribbon ready for delivery.




Do you deliver to hospitals?


Yes we do! Our couriers will deliver to the ward where possible or closest receptionist, if available. We cannot guarantee they will be delivered directly to patients or staff as each hospital has differing rules and protocol. It’s important to include a ward and bed number if you’re sending to a hospital to give us the best chance of a successful delivery. Be sure to check they haven’t been discharged before ordering! In saying this, due to the COVID-19 situation and the constant changes we continue to find more and more hospitals are refusing to accept deliveries.
It can also be dependent on the driver’s discretion as they are entitled to refuse to deliver to hospitals too. We recommend sending to a residential address instead or confirming with the hospital that they are still accepting deliveries before you place your order.




Can I pick a time for delivery?


We are unable to provide specific time slots for orders, sorry!
Orders are not delivered on a first ordered, first delivered basis. Our drivers take a number of gifts with them at a time and their routes are optimised based on clustered postcodes and completing their runs as fast as possible.




Does someone need to be home for delivery?


We don’t require a signature for delivery. We add an authority to leave on all our deliveries, and our couriers will often leave the gift somewhere safe if noone is there to accept them. We trust our drivers to keep your order safe and provide them with training covering what to do in the event someone isn’t home, we will leave your order at the front of the requested address.
If no one is home and our courier can’t find a safe spot for the gift to be left then they will have to continue on with the rest of their deliveries and take your gift back to our HQ, or if it is a national delivery it will be taken to the local post office with a card left.




Do you offer same day delivery?


Due to the perishable and custom nature of our products, this option may not always be possible. Please email us at info@thegifthaus.com.au and we will see if we can help you.





Ordering

What happens after I place my order?


Your order will go through several steps to ensure you receive the best possible product: After you have placed your order, you will receive an automatically generated email confirming your order. One of our graphic designers will then see the text you have specified, and will prepare the artwork for your order. Your order will then be customised, and once completed, will be sent out for dleivery!




How much notice is needed for my order?


All orders must be placed 3 days prior to the desired delivery day, due to their customised nature. If you need a rushed order, please contact us directly at info@thegifthaus.com.au to see how we can help you.




Can I add or amend my order once it has been placed?


Orders are final once they have been placed. This is due to the highly customised nature of our items. If there is a serious issue with your order, please email info@thegifthaus.com.au and we will see if we can assist you.




I forgot to add a coupon code - what do I do?


Become a Gift Haus VIP to get exclusive offers, free gifts and find out about new products before anyone else.
If you’ve got a discount or coupon code you’d like to use, you can enter it in the coupon box at checkout, at the ‘review your cart’ section.
If you’re having trouble getting your code to work be sure to check the terms and conditions of your offer and the expiration date. Remember you can only use one coupon at a time! Unfortunately, if you forget to add a code, we cannot refund this retrospectively. However, if the code is still valid, please feel free to use it on your next order!




I didn't recieve a confirmation email


Sometimes our confirmations can get sent to junk or spam folders, have a slight delay in landing in your inbox, or you may have entered your email address incorrectly. If you saw the screen that said ‘Thanks for your order’ with an order number, then we will have definitely received your order.
If you’re worried, you can get in touch with our Customer Care team at info@thegifthaus.com.au




Can I use my own label on a candle?


Yes, you can! You can purchase our custom candle, and you will be sent a link to upload your graphic, which we will then print and apply to your candle, ready for delivery!





COVID-19

How are weprotecting our staff and customers?


We have a contactless delivery policy in place. This means wherever possible there should be no direct contact between drivers and customers. Our delivery drivers have been briefed as follows: Where safe, drivers will leave gifts at the front door of residential addresses or at the main entrance of commercial addresses. Drivers will still alert gift recipients by knocking on the door or ringing the doorbell. Other driver policies in place include: - Drivers are no longer required to obtain a customer signature as proof of delivery. - All drivers will be required to thoroughly wash and sanitise hands at the start and end of every shift., as well as sanitising hands in between deliveries and drop-offs. Behind the scenes, our team follow our strict COVID19 health & safety policies, which include: – Appropriate social distancing in our warehouse/office
– Washing and sanitising hands when entering and leaving our offices, before and after warehouse pickups and customer deliveries – Wearing face masks, as per state Government requirements
– Staying at home if they feel unwell or have been in contact with any known cases of COVID19