DESIGN FAQ

where are you located?

We are located in Ipswich, QLD, Australia

where areas do you service?

We service Ipswich, Brisbane and surrounds reguarly.

We are also available for Gold Coast, Sunshine Coast and surrounds, however a travel fee may be involved.

Just because we're not in the same state, doesn't mean we can't work together - a large amount of our work is with interstate clients.

what is the difference between an Interior Decorator and an Interior Designer?

Interior decorators typically focus on the decorative elements of the home such as finishes, surfaces, furniture accessories and wall coverings. An Interior designer is a more specialised career field. While an interior designer can do all of the decorative aspects, they will also have knowledge of interior architecture principals, drafting skills and accessibility and building codes.

I hold a Diploma of Interior Design.

how can you help me?

I can help you save you time…..and money – outsourcing to someone who already knows where to shop and what the products look like means you don’t have to spend countless weekends trying to figure out what lamp shade works with your lounge room.

I can help your relationship….. don’t tell us you’ve never fought with your partner about sofa fabric choices, paint colours or how many cushions should be allowed on the bed. Having a professional guide you with your decorating choices can save a lot of deliberation time (code for arguing about kitchen tiles).

I can give you a finished product you’ll absolutely love – my job at the end of the day is to create a beautiful, real and functional home for you so that walking in the door each day makes you smile.

how do we get started?

We always start with an interior briefing consultation. Preferably, this is done at your home to allow us to get to know you, understand more about the project and how you live in your home, discuss budgets and to see the space in person. It is also helpful for us to see your existing furniture if you would like it incorporated into the design. We can also take photos and measurements to assist us with the scope of works.

If in person is not suitable, we can facilitate this via zoom.

do I need to do anything?

If an in-person consultation, we will ask you to fill out a questionnaire prior to our meeting, and share any Pinterest inspiration pictures you have.

If it is a virtual meeting, we will require you to take some measurements of the space which we can talk you through (ideally you would just have a floorpan you could share with us).

how do you know my style?

We start with a questionnaire prior to the consultation to pick your brain, and request any Pinterest inspiration pictures you may have saved. At the consultation, going through your home and discussing what you love and don't love, along with the questionnaire and any inspiration pictures, will give us a good idea of your desired style.

can you work with my existing furniture or art?

We encourage this. There is no need to start completely from scratch. We will work with you to understand those pieces you love and want to keep and we will ensure we curate a design that encompasses these.

We want you to love your home and love living in it. A huge part of that is having pieces around you that have meaning to you. They personalise the space and make it yours.

So yes, we can always incorporate those unique pieces—such as artwork and family heirlooms—that are important to you. We’ll simply take measurements and photos and factor these items into our new design plan.

will there be a contract?

Yes. The main subject matters that the contract will cover are the design brief, documentation phases, project administration, inclusions, payment structure, and terms and conditions.

For the client and the designer, a clearly written contract is a valuable tool to prevent miscommunication.

ONLINE STORE FAQ

where are you located?

We are located in Ipswich, QLD, Australia

where do you deliver to?

We deliver our parcels Australia wide via Australia Post. 

We also offer next day* local delivery within 10km of Ipswich, QLD

*next day delivery only valid during business hours, Monday-Friday

how can I pay for my order?

All payments must be completed at the time of purchase. Your order will not be shipped until payment has been processed successfully.

We offer secure payment options including PayPal, Shop Pay, Google Pay + Apple Pay

do you offer returns + exchanges?

If you would like to exchange an item you have received, please contact us at hello@valhallahomeco.com

We will provide a returns form to be filled out and you will be required to return the products in a safe and secure manner using a trackable shipping method, with tracking provided to us.

Please note that the customer is liable for the return postage costs for returns.

Upon Valhalla Home Co receiving the item/s in original condition, we will process your return whether that be an exchange of item, or a store credit. We do not offer refunds on change of mind purchases.

how can I cancel my order?

CANCELLED ORDER - CUSTOMER REQUEST

If you decide to cancel all or part of your order before it is shipped you will incur a 10% cancellation fee. This fee will be deducted from your refund amount. 

Unfortunately, we cannot cancel any orders once they have been dispatched from our warehouse.

CANCELLATION FEE

All cancelled orders incur at 10% cancellation fee. This fee is calculated as follows:

Purchase Price for Order (inc shipping costs) divided by 10 = 10%

eg. 'Customer A' ordered a $20 item and paid $10 for shipping. The purchase price for their order is $30. The order is waiting to be shipped.

'Customer A' has contacted Valhalla Home Co and requested the unshipped order be cancelled. Unearthed Crystals processes the cancellation and submits a refund of $27.00 back to the customers original payment method.

The refund amount is calculated by deducting 10% ($3.00) from the original purchase price.

CANCELLED ORDER - STORE ISSUED

If you have had your order cancelled by Valhalla Home Co, please check your email as the reason why will be expressed to you. We reserve the right to refuse any order placed.

All store issued order cancellations will not incur the 10% cancellation fee.

ORDERS FLAGGED AS FRAUDULENT

Our system has built in Fraudulent Order Dectection. If an order is flagged as being possibly fraudulent Valhalla Home Co will contact you requesting further information to confirm your purchase has been made legitimately.

We may request the following information:

- A screenshot of your account corresponding to the card used for payment to prove the card is yours

- A screenshot of the account linked to the card used for purchase and proof that the card holder has granted their consent.

- Proof of shipping address

Valhalla Home Co reserves the right to deny any proof submitted that does not meet our needs and criteria, cancelling the order.

If you beleive an error has been made, please contact us as soon as possible.

COMPLIANCE

We comply with QLD Office of Fair Trading regulations on refunds and are not required to provide a refund or replacement if you change your mind.

I have received the wrong/damaged item, what now?

If you have unwrapped your parcel and find an item or items are incorrect or are missing from your order, please double check all your wrapping and packing slip. Sometimes smaller items can hide in the paper and packaging.

Once you have double checked everything and you still have an issue please contact us at hello@valhallahomeco.com

We ask that you please include photos of any incorrect items you have received along with a snap of your packing slip.

If you open your package and find damaged or broken items, please contact us at hello@valhallahomeco.com

We ask that you please include photos. We will provide a replacement of the same or similar item. If a similar item is not available, we will provide one to equal value, a refund or a store credit to use to purchase what ever catches your eye.

All order discrepancies such as damaged and/or missing items must be brought to our attention within 14 days of you receiving your order - the date of delivery as per AusPost tracking records.

my parcel is being returned to you, what now?

If your parcel is returned to us due to any of the following reasons, we will contact you to organise to ship your item again at an additional cost to you.

REASONS FOR “RETURN TO SENDER”

- incorrect/incomplete address

- failure to pick up from your local post office within Australia Post timeframe.

UNCLAIMED RETURNS

Items that have been returned to us for the above reasons will be held for a period of 6 months. If we have not received any response from the customer and they remain unclaimed after that time the order will be cancelled and no refund will be processed.

shipping policy overview

We choose to ship a majority of our items using Australia Post as they are the only company that services the whole of Australia.

All of our parcels are shipped via express post for convenience.

SAFE DROP + MISSING PARCELS

We are here to help if a parcel goes missing whilst in transit. We don't like missing parcels either and will do everything in our power to help find your parcel.

If you choose to have any parcels from Valhalla Home Co Safe Dropped to your address and the parcel goes missing after delivery you will need to contact Australia Post directly and lodge a report with your local police station.

DISPATCH TIME

As we are a small team, please allow up to 5 BUSINESS DAYS for order processing and dispatch during peak times.

THIS DOES NOT INCLUDE ACTUAL TRANSIT TIME. 

refund policy overview

NOT HAPPY WITH ITEMS RECEIVED

If, for any reason, you are dissatisfied with your items received please contact us at hello@valhallahomeco.com

You are asked to please include photos of the items you have received along with a snap of your packing slip.

CHANGE OF MIND

If your order is yet to be shipped and you would like to add items or switch out one of your items for another please contact us as soon as possible at hello@valhallahomeco.com

We are able to edit your order prior to shipping and invoice for any price differences.

If you have received your order and have changed your mind about the product please note we are not obligated to provide a return or refund according to QLD Fair Trading Policy. However we would hate to think you were left unsatisfied so please contact us and we can discuss.

CANCELLED ORDERS

If you decide to cancel all or part of your order before it is shipped you will incur a 10% cancellation fee. This fee will be deducted from your refund amount.

If Valhalla Home Co has cancelled your order please check your email as the reason why will be expressed to you. We reserve the right to refuse any order placed with us. If you beleive an error has been made, please contact us as soon as possible.

COMPLIANCE

We comply with QLD Office of Fair Trading regulations on refunds and are not required to provide a refund or replacement if you change your mind.