FAQ

Orders and processing

What's the daily order cut-off?

Orders placed before 5:00pm Sydney time (AEST/AEDT), Monday to Friday, start processing the same day. Orders placed after the Friday cut-off, over the weekend or on a public holiday begin processing on the next business day.

How long does it take to prepare my order?

Most orders are picked, checked and dispatched within 1–3 business days.

Can I change or cancel my order?

Email support@idylspaces.com to update your address before your order reaches the "Processing" stage. You can cancel within 12 hours of ordering; after that, your order may already be on its way and will be handled as a return.

How do I know if an item will fit my space?

Each product page lists the item's dimensions. We recommend measuring your space, as well as doorways and access points for larger pieces, before ordering. If you'd like help, just ask our team.

Shipping and delivery

Where do you deliver?

We deliver to addresses within Australia only.

How much is shipping?

Standard shipping is free on every order to any Australian address, with no surcharges or handling fees added at checkout.

How long will my order take to arrive?

Delivery usually takes 7–14 business days after dispatch, or around 8–17 business days in total from the date you order. Regional and remote areas, peak periods and public holidays can add a few days.

Which couriers do you use?

Depending on your location and parcel size, your order may be delivered by Australia Post, Sendle or another reliable courier partner.

Can I have my order delivered to a PO Box?

Smaller items can often be delivered to a PO Box, but larger items such as furniture and garden equipment usually need a street address.

Where is my order shipped from?

Idyl Spaces is operated by a UK-registered company based in London, but our products are fulfilled and shipped through international logistics partners and warehouses. Our London address is our registered business address, not the place orders are dispatched from.

Will I pay customs or import charges?

No. Prices are shown in AUD and include GST where it applies. Any import duties or taxes are covered by us, so there's nothing extra to pay on delivery.

Order tracking

How can I track my order?

We'll email your tracking number within 48 hours of dispatch. You can also check your order's progress at any time on our order tracking page.

My tracking says "Delivered", but nothing has arrived. What should I do?

Email support@idylspaces.com within 3 business days and we'll open an investigation with the courier.

Returns and refunds

Can I return something if I change my mind?

Yes. You can return eligible items within 30 days of delivery, as long as they're unused, unassembled and in their original packaging with all parts and accessories included.

How do I start a return?

Email support@idylspaces.com with your order number and the reason for your return. Once it's approved, we'll send you a Return Authorisation and instructions. Items sent back without approval may not be accepted.

Who pays for return postage?

We cover return costs for items that are faulty, damaged, incorrect or not as described, and we'll arrange collection for items too bulky to post. For change-of-mind returns, postage is paid by you and isn't refunded.

When will I get my refund?

Once your return has been received and inspected, approved refunds are processed within 7 business days to your original payment method. Your bank may take a few extra days to show the credit.

Can I swap an item for a different one?

Yes. Return the original item as a change-of-mind return, then place a new order for the item you'd like once your return has been processed.

Are any items excluded from change-of-mind returns?

Yes, including items that have been used, assembled or installed; items without their original packaging; live plants, seeds and bulbs; opened hygiene-sensitive items such as pillows; and final sale or clearance items. If any of these are faulty or not as described, your Australian Consumer Law rights still apply.

What if my order arrives damaged or incorrect?

Please email support@idylspaces.com as soon as you can, ideally within 48 hours of delivery, with your order number and clear photos. Reporting later doesn't affect your consumer rights.

What are my rights under Australian Consumer Law?

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. For a major failure, you're entitled to a replacement or refund, plus compensation for any other reasonably foreseeable loss or damage. For a minor failure, you're entitled to a repair or replacement.

Privacy and security

How do you use my personal information?

We use it to process and deliver your orders, provide customer support, improve our website, prevent fraud and meet our legal obligations, in line with the Privacy Act 1988 (Cth). We never sell your personal information.

Is it safe to pay on your website?

Yes. All payments are processed through encrypted systems, and we never store your full card details.

Who do you share my information with?

Only those who need it to serve you, such as payment providers, fulfilment partners, couriers, IT providers and analytics or advertising partners. All are required to protect your information.

How can I access or update my information?

Email support@idylspaces.com to request access, correction or deletion of your personal information. If you're unhappy with how we've handled a privacy concern, you can contact the Office of the Australian Information Commissioner (OAIC).