Our promises
Transparency & Trust
Our Promise to You
Simple, honest policies — because buying for your home should feel good from the first click to the last delivery.
Same-day dispatch
Order before the cutoff and your parcel leaves today
We process and hand orders to our carrier partners the same afternoon. Once collected, your tracking number arrives by email so you can follow your parcel from our warehouse to your door.
Business days only. Orders placed after 4:00 pm, on weekends, or on Australian public holidays are dispatched the next business day.
Free shipping Australia-wide
No minimum order — free for all standard deliveries to metro and regional areas
Shipping to remote and very remote areas of Australia involves significant freight surcharges that we are unable to absorb — a shipping fee applies at checkout for these postcodes. Remote areas cover the Northern Territory, regional Western Australia, regional Tasmania and a small number of island postcodes.
See our Shipping & Delivery Policy for the full postcode list and applicable charges.
Not sure if your address is affected? Add your items to cart — the correct shipping rate (free or calculated) will display at checkout before you pay.
30-day returns
ACL-compliant. No fine print.
Your rights under the Australian Consumer Law (ACL) always apply regardless of our policy. If an item is faulty, damaged, or not as described, you are entitled to a remedy — repair, replacement, or refund — at no cost to you.
Email support@carlahome.com with your order number and reason for return. We will respond within 2 business days.
We will confirm eligibility and provide packing instructions and the return address.
Pack the item securely in its original packaging. Change of mind returns: return shipping is at your expense. Faulty or incorrect items: we cover the return postage.
Once we receive and inspect the item, your refund is issued to the original payment method within 5–10 business days.
Items that are used, damaged by the customer, missing original packaging, or returned after 30 days may not be eligible. See our full Returns & Refund Policy for complete terms.
Secure checkout
SSL encrypted. Your payment data never touches our servers.
All transactions are processed through Shopify Payments — a PCI DSS Level 1 certified payment gateway. Your card details are encrypted end-to-end and are never stored on our systems.
Delivery times
From our warehouse to your door — tracked every step
Metro areas
3–7 days
Standard delivery within the same state or nearby metro areas
Regional area
7–12 days
Capital cities and major urban centres across Australia
Remote areas
12–20 days
Northern Territory, regional WA, regional Tasmania and island postcodes — see shipping surcharge note above
All orders include tracking. Your tracking number is emailed once your parcel is collected. Times are estimates in business days and may vary during peak periods (Christmas, mid-year sales).
Australian owned & operated
Real people, real accountability
When you contact us you reach a real person, not a support ticket queue. We aim to respond to all enquiries within 2 business days.
Still have a question?
Our team is happy to help with anything before or after your purchase.
Get in touch