Shipping & Returns

At Provincial Home Living, we carefully curate each piece to bring serenity and beauty into your home. Our shipping and returns policies are designed to reflect the same calm, considered, and straightforward approach that defines our aesthetic. We want every aspect of your experience with us to be seamless and reassuring.

Shipping Information

We deliver to most regions worldwide, excluding some remote areas and parts of Asia. Please see below for our delivery options and timelines.

Order Processing

All orders are processed within 1-2 business days from the date of purchase. You will receive a confirmation email with tracking details once your order has been dispatched.

Shipping Methods & Delivery Times

We offer two shipping options to suit your needs:

• Standard Shipping (AUD $12.95):
  We ship via DHL or FedEx. Delivery typically occurs within 10-15 business days after dispatch.
• Free Shipping:
  For orders over AUD $50, we offer free shipping via EMS. Delivery typically occurs within 15-25 business days after dispatch.

Delivery times are estimates and may vary depending on your location and customs processing. You will be provided with a tracking number to follow your parcel’s journey.

Returns & Exchanges

We want you to be completely delighted with your purchase. If for any reason you are not satisfied, our returns process is designed to be simple and clear.

Key Points at a Glance

• Return Window: 15 days from the date you receive your order.
• Condition: Items must be unused, in original packaging, and with all tags attached.
• Process: Initiate a return by contacting our Customer Care team.
• Refunds: Issued to the original payment method within 10 business days of us receiving the return.

1. Eligibility for Returns

To be eligible for a return or exchange, the item must be:

• Returned within 15 days of the delivery date.
• In the same condition as received: unused, unwashed, and undamaged.
• In the original packaging with all tags, labels, and protective covers intact.
• Accompanied by the original proof of purchase (order number or invoice).

2. Non-Returnable Items

To ensure the health, safety, and integrity of our products, the following items are considered final sale and cannot be returned or exchanged:

• Bath + Body Products (e.g., Bath Salts + Soaps, Bath + Body items) for hygiene reasons.
• Personalised or Made-to-Order Items (if applicable).
• Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.
• Products damaged due to misuse, accident, or normal wear and tear.

3. Step-by-Step Return or Exchange Process

1. Contact Us: Within 15 days of receipt, email our Customer Care team at [email protected] with your request. Please use the template provided at the bottom of this page to ensure we have all necessary information.
2. Receive Instructions: We will respond within 2 business days with a Return Merchandise Authorisation (RMA) number and detailed instructions on where to send the item.
3. Pack Securely: Please repack the item securely in its original packaging, including all accessories and documentation. Include a copy of your proof of purchase and write the RMA number clearly on the outside of the box.
4. Ship the Item: Send the package to the address we provide. We recommend using a tracked and insured shipping service.
   • Original shipping costs are non-refundable.
   • You are responsible for return shipping costs unless the return is due to our error or a defective item.
5. Inspection & Processing: Once we receive and inspect the returned item (typically within 5 business days), we will notify you via email regarding the status of your refund or exchange.

4. Refunds: Timing & Method

Once your return is approved:

• Timing: Your refund will be processed, and a credit will be automatically applied to your original method of payment (Visa, MasterCard, JCB, or PayPal) within 10 business days of us receiving the return.
• Method: The refund will only be issued to the original payment method used for the purchase.
• Bank Processing: Depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear on your statement.
• Deductions: Original shipping fees are non-refundable. If the return is not a result of our error, any return shipping costs incurred will be deducted from the refund amount.

5. Exchanges

We are happy to exchange an item for a different size, colour, or product, subject to availability. The process is the same as a return. Once we receive and approve your return, we will ship the requested exchange item to you. Any price difference will be charged or refunded accordingly. Standard shipping fees apply for the new item.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] within 48 hours of delivery. We will arrange a prepaid return label and expedite a replacement or refund at no cost to you. Please provide photos of the damage or the incorrect item with your email.

Return Request Email Template

To streamline your request, please copy, paste, and fill out the following template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Provincial Home Living Customer Care Team,

I would like to request a return/exchange for an item from my order.

Order Number: [Please insert your order number] Name: [Your Full Name] Email Address: [The email used on the order] Phone Number: [Your Phone Number]
Item(s) to Return/Exchange:
– Product Name: [e.g., Linen Bed Sheets] – SKU/Item Code: [If available] – Reason for Return/Exchange: [e.g., Incorrect size, change of mind, etc.]
For Exchanges:
– Desired Replacement Item: [Product Name and SKU/Colour/Size]
I confirm that the item is unused, in its original packaging, and with all tags attached.

Please provide the return instructions and RMA number.

Thank you,
[Your Name]

We are here to ensure your experience with us remains beautiful and seamless.