FAQs - Buying, Delivery and Refunds
Buying
What are my payment options?
Online purchases are made easy and secure with a selection of payment options, including credit card (GO MasterCard, Visa and MasterCard) or PayPal. Unfortunately, at present, we cannot accept gift vouchers or store credit for online purchases.
Is buying online safe?
Verified by Visa and MasterCard SecureCode protect your transactions when you're shopping online. Register for either of these free services and your purchases are guarded using your own personal password, which acts the same way as using your PIN or signature when you buy an item over-the-counter in a store. This verifies your identity when making your online purchase, ensuring payment is safe and secure. To learn more, see Verified by Visa & MasterCard SecureCode and Harvey Norman Online Safe and Secure Shopping.
Any personal information you disclose to us is handled with the strictest confidence in accordance with our Privacy Policy. In addition, we provide after-sales support with a large network of Harvey Norman stores nationwide.
What is the "CVC"?
The Card Verification Code (CVC) is the three- or four-digit code on your credit/debit card used as a security measure for all online transactions. It only appears on the card itself, which verifies that you - the buyer - have the credit/debit card with you during the purchase. The CVC is printed on your credit/debit card, not embossed like the account number is. Where the CVC is located depends on the type of credit/debit card you're using. On Visa/MasterCard, the CVC is the last three digits on the back.
Are there benefits to registering with Harvey Norman Online?
When you Create An Account with us, you'll benefit from a faster and easier Checkout process. Simply select Express Checkout, log in and your registered details automatically appear in the Checkout form. Other advantages include: view and track your order; check your purchase history; save products of interest to your Wish List; write your own product reviews and ratings; and update your personal details.
What happens after I have completed payment online successfully?
After you place an order with us, you'll receive an order confirmation email with the details of your order, followed by a tax invoice for proof of your purchase. If you have any queries regarding your purchase, please Contact Us.
Delivery
What is the cost of delivery?
We deliver to your home or office, anywhere within Australia, via our store network. Products are dispatched from your nearest Harvey Norman store. Delivery normally takes between five (5) to ten (10) days; up to eight (8) weeks for furniture. If you're a Harvey Norman Online member, you can track its progress via My Account.
The delivery fee is calculated by the size and weight of the items, plus the distance to the delivery address from a fulfillment location. Multiple items can be fit into one box, and packaging costs are as follows:
| Box Size | Metro (up to 20km) | Regional (up to 100km) | Remote (more than 100km) |
| Small | $5.95 |
$5.95 |
$5.95 |
| Medium | $6.95 per box | $6.95 per box | $9.95 per box |
| Large | $19.95 per box | $19.95 per box | $29.95 per box |
| Bulky | $49.00 per box | $99.00 per box | $199.00 per box |
| Extra Bulky | $75.00 per box | $99.00 per box | $199.00 per box |
You can work out delivery costs for your purchase using the delivery cost calculator in Shopping Cart. Otherwise, delivery costs will be automatically calculated in Checkout and displayed as a line item in your costs.
Do I have to be home to receive my items?
All deliveries must be signed for when you receive them; deliveries cannot be made to PO Boxes. If you are unable to take delivery of your items in person - or if you have not received them within a reasonable period - please Contact Us.
Can I nominate a different delivery address to the billing address?
You may choose to have products delivered to an address different to the billing address. However, we cannot deliver one order to multiple delivery addresses; in this instance, you must order items separately and assign the different delivery addresses to each.
How do I track my order online?
As a Harvey Norman Online member, you can log in and check on the status of your order online via My Account. To register as a member, go to Create An Account and follow the instructions.
Will my order, which includes a few items, be delivered in the one box?
On occasions, when a number of items are purchased in a single order, they may be sorted into separate boxes and arrive with different deliveries. Therefore, all of your order might not be delivered on the same day.
What happens if I'm not at home to receive my purchased items?
If you are not available to take delivery of your parcel, a delivery slip with further instructions will be left in your letterbox.
What if I receive a damaged parcel, the wrong items, or don't receive my order at all?
If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified timeframe, please Contact Us.
Can I choose to pick up my order in person?
When buying online, you have the option to pick up your order from a Harvey Norman store: it's quick, convenient and free. Simply select the "Pick up in-store" option and nominate your preferred location. When you complete your payment we will send you an email order confirmation and the store will contact you directly to confirm when your order will be ready to pick up.
When picking up your items in-store, you're required to supply a copy of your tax invoice, photo ID and credit card used to make the purchase. (If you pay via PayPal, your credit card is not required).
Warranty / Refunds
Consumer Guarantees
Refer to Consumer Guarantees for more information.
Manufacturer's Warranty
Refer to Manufacturer's Warranty for more information.
What can I do if I have a problem with my new items?
If you are unhappy with the condition or performance of your new items, please contact your local Harvey Norman store for further assistance. You can look up the contact details and opening hours of your nearest store by using our Store Finder.
What is Harvey Norman's online refund policy?
We want you to be completely satisfied with your purchase and suggest that you inspect your items upon delivery or pick-up, to ensure you are happy with their condition and operation. If you're not content with the state of your new purchase, please refer to our Refund Policy.
