FAQs
Order processing
How much will my postage cost?
We offer a range of shipping options to suit different order sizes. Standard shipping covers most items available for purchase on our website. Shipping costs are calculated based on the largest item in your order. For standard items, shipping is free when your cart reaches a certain minimum value. Bulky items such as larger quilts or mattress toppers incur a higher shipping rate. If your order contains one or more bulky items, the shipping cost will reflect that higher rate. Large bulky items – including medium rugs, medium artificial plants, large wall art, and smaller furniture pieces – attract an additional shipping tier. Oversized items such as large artificial plants, mattress toppers, and furniture pieces have the highest shipping rate. If your order contains one or more oversized items, the applicable shipping charge will apply. All products that incur bulky or oversized shipping fees are clearly identified on the product details page for each item.
Will I be charged delivery for a gift card purchase?
We do not charge for delivery of gift cards. Gift cards must be purchased as a separate item from other products on our website.
How quickly will I receive my gift card?
Please allow up to one business day for gift cards to be sent to the recipient’s email address.
Where do you ship to?
We offer shipping for all in‑stock items Australia‑wide, with the exception of certain offshore islands. For a full list of excluded locations, please refer to our delivery information page.
Do you deliver to PO boxes?
Yes, we do. However, we have limitations and cannot ship certain products to a PO Box – for example, large, bulky, or oversized items as classified on the product page.
Delivery times
How long will my order take to ship out?
Please allow a few business days, excluding public holidays, for your order to be picked, packed and dispatched from our warehouse. Once dispatched, delivery can take additional business days, depending on your location and the courier service.
How long will my order take to arrive?
Delivery times vary depending on your location and the carrier used. We dispatch from our warehouses and partner with multiple delivery providers – including Australia Post and other major national carriers – to ship orders Australia‑wide. As a general guide, once your order has been dispatched, metro areas typically receive deliveries sooner, regional areas take a little longer, and remote or longer‑distance locations may take additional business days. For a more accurate estimate based on your postcode, please contact our Customer Care team. Please note: Delivery times may be extended during peak periods due to higher parcel volumes across the courier network.
What happens if I am not home when my order is delivered?
If you were not home at the time of delivery and you selected Authority to Leave at checkout, your order will be left in a safe place. If a safe place is not available or if Authority to Leave was not selected, your order will be taken to your nearest collection point. You can confirm where your parcel has been taken by checking your tracking link. The courier will provide details via SMS or email of the pick‑up location along with any instructions you may need to collect it.
On completion of your order
How will I know if you have received my order correctly?
You will receive a confirmation email showing all items and quantities purchased in your order. If you do not receive this email, please check your junk and spam mail boxes. If you are unsure whether your order was completed successfully, please contact our Customer Care team.
Tracking your order
I’ve made an order, am I able to track it?
Yes! Please visit our online tracking portal for updates on the delivery status of your order. For registered members, you can also track your order by logging into your account and viewing your order details. It can take up to 48 hours for a valid tracking number to appear in the system. Prior to this time, the tracking number or article ID will not be recognised. Please wait a day or two and then try again. If you are still experiencing issues, please contact our Customer Care team.
Invoice
Where can I find my tax invoice?
We will email you your order confirmation, which will include your tax invoice. Please retain this as proof of purchase. If you have not received your order confirmation, please contact Customer Care and we will be happy to help.
Sending your order to a different delivery address
I want to send my order to an address other than my home address. How can I do this?
Simply enter the address details you would like the order sent to at checkout. We will email you a copy of the order confirmation and invoice for your records, so please retain this as proof of purchase.
Overseas delivery
Do you ship overseas?
Unfortunately, we do not offer international delivery for online orders at this time. Shipping is available throughout Australia only.
Click & Collect
Can someone else collect my order on my behalf?
Yes, someone else can pick up your order. If you would like to arrange for someone to collect your order on your behalf, please ensure they have a copy of your confirmation email or text message from Trend Home Outlet and can show photo identification. Unfortunately, we are not able to release orders to third‑party drivers such as ride‑share or courier services due to fraudulent activity. If you are struggling to collect your order, please contact our Customer Care team to extend your pickup time.
Returns & Exchanges
Can I exchange items purchased online?
- You have proof of purchase (either the tax invoice sent with your order confirmation or the packing slip sent with your parcel);
- You purchased the product within the returns period; and
- The product is in its original saleable condition with all packaging and labels and has not been washed, used or worn, and, if a perishable product, is not expired.
The item I purchased is faulty. Can I exchange or get a refund?
Please visit our returns portal immediately if you encounter any issues with the products you have received. Rest assured, we will uphold our commitments under the Australian Consumer Law, ensuring that you receive an exchange, refund, or compensation in the event of a major problem with an item.
What products are excluded from change‑of‑mind returns or exchanges?
Due to hygiene considerations, we do not accept exchanges or offer refunds for change‑of‑mind returns on quilts, pillows, mattress toppers, mattress protectors, pillow protectors, underblankets, and electric blankets. We kindly ask that you carefully consider your choices before purchasing these items. If you require additional help when purchasing these products, please do not hesitate to chat to one of our LiveChat team members.
I don’t have a receipt. Am I able to return a product?
To process returns, you must provide a receipt or other verifiable proof of purchase, such as the tax invoice included with your order confirmation, or the packing slip enclosed with your parcel. Trend Home Outlet reserves the right to decline refunds for purchases lacking proper verification.
Can I return a clearance or sale product?
Certainly – regardless of whether the product is at full price, on sale, or offered as clearance.
What is your Refund & Returns policy?
You can view our full refund and returns policy on our website.
Can I return a product purchased via a buy now, pay later service?
Certainly. In the event that the purchase was conducted through a buy now, pay later payment service, any refunded funds will be credited back to the associated account, resulting in an adjustment of the balance accordingly.
How long does it take to receive my refund?
Once your return arrives at our warehouse, we aim to process your return within a few business days. During this time, our team will inspect the returned item(s), verify your return request, and process your refund using the original payment method. Please note: once the refund is processed on our end, it may still take additional time for the funds to appear in your account, depending on your payment method and financial institution. Timeframes vary by payment method – credit and debit cards typically take several business days, PayPal refunds usually appear more quickly, and buy now, pay later services and gift cards have their own processing times.
Need help tracking your return?
You can check the progress of your return at any time through our Returns Portal. If your refund is taking longer than expected, please do not hesitate to get in touch with our Customer Care team.
Products
Why do towels go hard?
When washing towels, using too little detergent allows mineral salts in the water supply to be deposited back into the fibres during rinsing. Hard or coarse‑feeling towels can also be a by‑product of drying towels in direct sunlight or on too high a heat setting in the tumble dryer. Make sure to always dry towels in the shade or tumble dry on a cool to warm setting.
What are the benefits of a feather and down fill quilt?
The feather and down filling in our quilts are designed by nature, so the insulating qualities are unsurpassed. Being all natural, feather and down also allows the body to breathe, so not only will you be warm in winter, but it will also help to keep you cool in summer. The higher the percentage of down – the warmer and lighter a quilt becomes. The higher the percentage of feathers – the cooler and heavier a quilt becomes. Feather and down quilts work by trapping air, which in turn traps heat. So the more you fluff the quilt up, the more air you trap, and the warmer it will be. The more you pat it down, the less air is trapped, and the quilt is cooler. This makes feather and down one of the most versatile quilt options.
What is the benefit of a wool quilt?
Wool is one of the best materials to sleep under in a humid climate. It absorbs more moisture than other materials and, as with feather and down, wool is natural, so it allows for air circulation. Wool quilts are heavier than feather and down, giving you a secure, weightier feel.
What is the difference between a comforter, a bedspread and a coverlet?
A comforter is usually the same size as a quilt cover – it drapes over the sides of the bed but, unlike a quilt cover, it has the “inner” sewn inside the cover permanently. A coverlet is a lightweight throw‑over; it is usually larger than a quilt cover so that it drapes further down the sides of the bed but does not touch the floor. A coverlet is usually embroidered or lightly quilted and is perfect for transeasonal weather for an extra layer, or during summer on its own as an alternative to a quilt. A bedspread is similar to a coverlet but is designed to fall right across the bed all the way to the floor. A bed cover is the nearest equivalent to a bedspread – it falls close to the floor and is only available in the throw‑over style.
Does Trend Home Outlet offer sheets for a Super King bed?
We have been using the Super King name to describe deep‑wall King sheets for many years. In recent times, we are aware that this name has been used to describe other sizes of beds and mattresses, which has caused some confusion. If your mattress is a square size, please look for the Ultra King size when shopping with Trend Home Outlet.
Are there different sized fitted sheets for deeper mattresses?
There are many different mattress sizes, so we stock sheets that will fit mattress depths all the way up to a certain measurement. Super Queen and Super King sizes will fit Queen or King size beds that have a deeper mattress. Please refer to our sheets buying guide for more information.
What is the difference between a standard pillowcase and a tailored pillowcase?
Both standard and tailored pillowcases are the same size and fit the same size pillows, but a tailored pillowcase has a design detail – an extra piece of fabric that creates a border effect all the way around the pillowcase.
Do you offer sheets to fit King Single sized beds?
We stock a large range of sheets to fit both Single and King Single sized beds so that the fitted sheet fits snugly. For a King Single size bed, we recommend a Double size quilt cover, which allows for a generous overhang on each side.
Do you offer sheets to fit a split King or long Single size beds?
We do not currently stock products to suit the long single size.
My mattress is too hot. Can you help?
Often synthetic mattresses and mattress toppers can feel too warm, especially in warmer climates. Since they are made from synthetic (man‑made) fibres, they do not breathe as well as natural products. We recommend choosing a natural fibre underblanket such as our woollen underblanket to solve this problem. Wool is a natural fibre, so it breathes and draws moisture away from the body. Most of our underblankets are reversible, with one side wool and the other cotton for year‑round comfort. The cotton side up will help cool your mattress down.
Do you offer King Single size quilts?
King Singles do not have a dedicated size when it comes to quilts. A King Single bed measures approximately a certain dimension, and a Double quilt cover allows for a generous overhang on each side.
The picture of this cushion shows two cushions, but there is only one colour selection. Do I get two cushions?
Where two cushions are shown in an image on our website with one behind the other, this generally represents both the front and reverse of one single cushion in that colourway. If we are selling a pair of cushions, we will clearly state this in the name and description.
Do the bathroom accessories come as a set?
Our bathroom accessories are sold as individual items, not as a set, unless otherwise noted in the item description. The accessories are often photographed as a set to show what is available as matching accessories, but they are sold separately.
Miscellaneous
Can I get my order gift wrapped?
Gift wrapping is not a service currently offered at Trend Home Outlet, however we do offer gift wrapping items as part of our seasonal ranges, such as gift bags, cards and gift tags.
My password doesn’t work, and I have an account – how can I log in?
Your account is still saved with us. All you need to do is give our website a friendly reminder by selecting the “forgot password” link. From there, you will receive instructions on how to reset your password via email, and your account details will cross over to our new site.
I’ve put the wrong address on my order. What can I do?
Please connect with our Customer Care team as soon as possible. If the order has not been packed, we can change the address for you. Please note our Customer Care team are available to respond to queries most days of the week. Their hours are listed on our contact page.
What is Trend Home Outlet’s commitment to sustainability?
Giving back to the planet and our community is woven into the fabric of Trend Home Outlet, and for many years we have pledged to bring our customers the comfort of confidence in shopping with us. Our journey is ever‑evolving, and we are dedicated to giving you the comfort of knowing that you are purchasing responsibly with a company that is committed to our people, the planet, and products. Read more on our sustainability page.
What does Trend Home Outlet do to minimise the risk of modern slavery and human trafficking in its operations and supply chain?
Trend Home Outlet is dedicated to conducting its business legally and ethically and collaborating with suppliers that share these values. We require our suppliers to comply with all relevant legislation and laws, including Modern Slavery laws. Our Modern Slavery Policy sets out the requirements and responsibilities that Trend Home Outlet will undertake to assess and reduce the risk of Modern Slavery within its supply chain and operations. This includes risk assessment strategies for measuring and adjusting practices and introducing new measures where required to address any perceived or actual risks. You can read our full Modern Slavery and Human Trafficking Statement on our website.