FAQ
Frequently Asked Questions (FAQ)
Welcome to the Halden FAQ page. We want your shopping experience to be a great one, so we've answered the most common questions below. If there's anything else you need, just get in touch.
1. How long will it take to receive my order?
Here are our estimated timelines:
- Order cutoff: 5:00 PM (AEST) — orders placed after this are processed the next business day
- Handling time: 1–2 business days
- Transit time: 6–8 business days
- Estimated delivery: 7–10 business days
For full details, see our Shipping Policy.
2. Do you offer free shipping?
Yes — we offer free, tracked shipping on all orders within Australia. More info in our Shipping Policy.
3. Where is Halden located?
Halden is an Australia-based online store based in Bondi Beach, Sydney, with shipping available Australia-wide.
4. What if I receive a defective product?
If your item arrives faulty, damaged or incorrect, contact us within 30 days of delivery with your order number and a photo. We'll arrange a free replacement or full refund at no cost to you. Full details in our Refund & Return Policy.
5. Can I cancel my order after it's placed?
Yes — we offer a 24-hour cancellation window. To cancel, please contact our support team as soon as possible.
6. What is your return policy?
You have 30 days from delivery to return unused items in their original packaging. Full details here: Refund & Return Policy.
7. When will I receive my refund after returning a product?
Once we've received and inspected your return, please allow up to 7 business days for your refund to be initiated to your original payment method, depending on your bank or payment provider. More info in our Refund & Return Policy.
8. Do you offer a warranty?
Yes — every Halden product comes with a 30-day warranty from delivery, covering manufacturing defects under normal household use. If a fault appears, email us with your order number and a photo and we'll replace the item or refund you in full at no cost, including return shipping. The warranty excludes accidental damage, misuse and normal wear and tear, and sits alongside your rights under the Australian Consumer Law. Full terms in our Refund & Return Policy.
9. How can I contact customer support?
Email us at info@haldenhomes.com, call us on +61 468 281 471, or reach us through our Contact Us page. We're available Monday to Friday, 9:00 AM – 5:00 PM (AEST).
10. Do you ship internationally?
No — we ship exclusively within Australia and do not currently ship to international destinations.
11. Do you have a physical store location?
Halden operates online only and does not have a retail shopfront. Our business address is 25 Beach Road, Bondi Beach NSW 2026, Australia.
12. Can I place a bulk order for my business or organisation?
Yes — please contact our customer support team for pricing and details.
13. What is the process for exchanging a product?
We accept exchanges. Email info@haldenhomes.com with your order number and what you'd like to exchange for, and we'll assist you. Full details in our Refund & Return Policy.
14. How can I track my order?
A tracking number is emailed to you when your order ships. If you need an update, email us at info@haldenhomes.com and we'll let you know where it's at.