FAQ

Delivery and Payment

• What are your standard Delivery times and costs?

  Destination country	Free Delivery Threshold (Total order spend, after discount)*^	Standard delivery cost (inc GST)*	Standard Delivery time**	Do we deliver to PO boxes?
  Australia	AU$150 or more	AU$9.95	1 - 7 working days	Yes
  New Zealand	AU$300 or more	AU$18.10	7 - 15 working days	Yes
  Singapore	AU$300 or more	AU$29.99	5 - 20 working days	No
  United States (Continental US)	AU$300 or more	AU$29.99	5 - 20 working days	No
  Rest of World	AU$300 or more	AU$29.99	5 - 20 working days	No

  Please visit our Delivery Terms page for full information.

• Do you ship Internationally?

  Yes! We currently offer international shipping to New Zealand, Singapore the Continental United States, as well as the rest of the world. If you would like delivery to a different country, please contact us to see what arrangements can be made.

• What payment options do you offer?

  We currently offer the following payment methods - Visa, Mastercard, American Express, PayPal, Zip Pay and Afterpay.

• How do I redeem my voucher?

  Follow the instructions on your e-voucher and ensure you follow through to the Confirmation page. You should receive a confirmation email upon finalising your order. If you experience any problems, please contact our Customer Service Team or utilise our Live Chat feature.

• My voucher code is not working. What do I do?

  First of all, please check the following:

  1. Your voucher is valid for use for the current date.

  2. Ensure the voucher code is entered correctly, as it appears on your voucher.

  3. You have selected the currency for which your voucher is valid, at the top right of the website.

  4. You have the correct products in your Shopping Cart.

  If you are still experiencing problems, please contact our dedicated Customer Service Team for assistance or utilise our live chat, we're happy to help.

• I have not received my order confirmation email.

  If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam.

  Please contact us by live chat now or email with your full name and order number and we will confirm your order.

• Can I buy Canningvale products in-store?

  Yes. In Australia, a selection of Canningvale bedlinen, towels and candles are currently available at Target Australia and selected boutique retailers.

• What if I've forgotten my Account password?

  Click Forgotten your password? Enter your email address and we will automatically email you your Canningvale account password.

• Can I alter my existing order?

  No. After you place your order, our Warehouse staff are busy picking and packing your products to get them dispatched to you as soon as possible. As such, we're unable to alter, add or amend any order or order details after you have received confirmation.

• Are my details safe with Canningvale?

  Canningvale employ a Banking-grade 128b Secure Socket Layer Technology (SSL) encryption for all form and credit card transactions.

  The Canningvale hosting architecture is secure and protected at the required PCI-DSS levels. Payment via credit card(s) on the Canningvale website is equally as secure as PayPal or any other third party payment provider.

  Canningvale never retain or store any credit card details after your order has been processed.

  For more information, please visit our Privacy Policy.

• What If I have received an error during Checkout?

  If you have any Technical Issues whilst using the site, please contact our Customer Service Team and we will assist you as soon as possible.

Home Lovers Club

• What is Home Lovers Club?

  Home Lovers Club is a points program and gives you access to fantastic offers and Members Pricing. It is free to join, and you can redeem your points for discounts or products from the Rewards Store.

• What is Members Pricing?

  Members Pricing is available on some products for Home Lovers Club Members. If you are a Member, log in to apply the pricing to your order. Not a Member? It is free and easy to join, click here.

Signing Up

• How can I sign up to Home Lovers Club?

  Signing up is easy and free! Simply create an account here.

• How do I know if I’m a Member?

  If you already receive emails or SMS from Canningvale, you may already be a Member. Use the email address you receive our emails with to try and log in to Home Lovers Club here. If you can’t log in, then you are a subscriber, not a Member. Becoming a member is easy, use that same email address and create an account here.

Ways to earn and how to redeem

• How can I earn points?

  There are two ways you can earn points. You receive 10 points for every dollar you spend, and you can also earn points by completing some small tasks, such as following us on Facebook, or by referring a friend. You can see all ways to earn points here.

• How long do my points last?

  Points last for 12 months, and can be turned into discounts or redeemed for products from our Rewards Store.
  

• Where can I see my points balance?

  You can see your points balance in your profile by logging in here.

• How do I use my points?

  You can use your points by logging in to your account, and going to your profile where you can see your rewards. There are two ways you can redeem your points: turn your points into discounts, or into products from the Rewards Store. Select the reward you want to use and it will automatically be added to your cart. Your discount or product from the Rewards Store will show as an item in your cart with a coupon code that is unique to you.

  1000 points $10 off - minimum spend $59

  2000 points $20 off - minimum spend $89

  3000 points $30 off - minimum spend $129

  
  Rewards Store products only redeemable when you spend $99 or more. The maximum amount of points that can be used for a discount is 3000 per order. Only one coupon code, discount code or loyalty code can be used per order.

• What are points worth?

  You can use your points your way. Points can be used for either a discount, or redeemed for a product in our Rewards Store. For every 1,000 points you have, you can redeem them for a $10 discount off your next order, up to $30 off.

• Can I use my points and a coupon code in the same order?

  Only one coupon code can be used per order. When you are redeeming your points for either a discount or a product from the Rewards Store, your points become a unique coupon, and can’t be used with another promotional or loyalty coupon.

• Do the products in the Rewards Store change?

  Yes, we update the products in the rewards store regularly with products that are worth different amounts of points so you can use your points for a product that has a lower value, or save them for a higher value product.

  Rewards Store products only redeemable when you spend $99 or more.

• Does the Free 100 Day Returns policy apply to products redeemed in the Rewards Store?

  Yes, it applies to products purchased with money and points. Once the item is returned, your points will be credited back to your account.

• Does the Warranty apply to items from the Rewards Store?

  Yes, the Warranty is valid for products purchased with money and points.

VIP Rewards Members

• I was a VIP Rewards Member, and had Coins. What happened to my Membership and coins?

  All VIP Rewards Member accounts have been turned into Home Lovers Club profiles. We have also converted all of your Coins into points, which are more valuable and can be redeemed for more discounts and products from the Rewards Store.
  
  The points for Home Lovers Club are determined based on your spend in the last 24 months. We have taken your order history from the last 24 months until Monday 29th August and recalculated your points, so all of your previous orders and spend will determine your points balance.

• I was a VIP Rewards Member, what tier am I in?

  The tiers for Home Lovers Club is based on your spend in the last 12 months. We have taken your order history from the last 12 months until Monday 29th August and recalculated your tier, so all of your previous orders and spend will determine the tier that you are now in. You can check your tier in your profile by logging in here.

When do my Home Lovers Club offers and benefits expire, and are there any terms and conditions?

• Birthday Gift

  Get $20 off your next purchase when you spend $49 or more. Offer valid for 30 days from receipt of the email.here.

• Points

  Points are valid for 12 months from when they were earned.

• Member Pricing

  Member Pricing offers will vary, see promotional Terms and Conditions for more information.

Customer Service

• How do I contact Canningvale?

  Customer Service Hours: Monday to Thursday 8:30am – 10pm, Friday 8:30am – 5pm, closed Saturday, Sunday 9am - 6pm EST (excluding VIC Public Holidays)

  Live Chat: Talk to us now

  Toll Free (in Australia): 1800 801 728 - Monday to Friday 9:00am – 5pm (excluding VIC Public Holidays)

  Phone: +61 3 8548 7810

  Email: info@canningvale.com

Products

• What are the standard Australian bed dimensions?

  Single: 91 x 190 cm

  King Single: 107 x 203 cm

  Double: 137 x 190 cm

  Queen: 152 x 203 cm

  King: 180 x 203 cm

  Super King: 203 x 203 cm

• Will Canningvale bedding fit my bed?

  Please refer to the below table to compare Canningvale sheet sets to international sizes. Each sheet set has an elasticised fitted sheet skirt of 40cm.

  Please note that other retailers may list slightly different measurements.

  	Canningvale sizes	Australian	New Zealand	Singapore	United States
  	cm	cm	cm	cm	cm	inches
  Single	91 x 190	91 x 190	91 x 190	91 x 190	99 x 191 (Twin)	39 x 75 (Twin)
  King Single	107 x 203	107 x 203	107 x 203	107 x 191 (Super Single)
  Double	137 x 190	137 x 190	137 x 190		137 x 190 (Full)	54 x 75 (Full)
  Queen	152 x 203	152 x 203	152 x 203	152 x 191	152 x 203	60 x 80
  King	180 x 203	180 x 203	165 x 200	183 x 191	193 x 203	76 x 80
  Super King	203 x 203	203 x 203	180 x 203
  California King			200 x 200		183 x 213	72 x 84
  Standard Pillowcases	48 x 73	48 x 73	48 x 73	48 x 73	48 x 73	19 x 29
  Euro Pillowcases	65 x 65	65 x 65	65 x 65	65 x 65	65 x 65	26 x 26

• What does GSM mean?

  GSM refers to the weight of a towel as grams per square metre. This helps give an indication of the towel quality and density. It is often important to consider the overall quality of the fibre and construction of the towel, when comparing different towel weights. The higher the GSM, the thicker the towel, more absorbent and heavier it will be.

• What does Thread Count mean?

  In Countries using the Metric System such as Australia, the standard is to use a 10 Square centimetres area (A square measuring 3.16cm x 3.16cm = 10cm ) whereas, in the USA under the Imperial Measurements System, the "Inch Square" (A square measuring 2.54cm x 2.54cm) is used for Thread Count calculation area. The relationship between the two systems is 3.16 / 2.54 = 1:1.25

  If the declared Metric Thread Count is 1000, it will be 1000/1.25 in Imperial, or 800TC.

  To calculate the Thread Count of a given fabric, firstly you have to count under the magnifying lens, the number of threads per cm (or per inch) in both the horizontal and vertical directions and then ADD them together.

  For example:

  200 vertical threads per Inch becomes

  79 threads per cm => 250 vertical threads per 3.16cm

  ADDED to, say, 75 x 8 weft insertions per inch =

  600 horizontal threads per Inch which becomes

  236 Threads per cm => 746 horizontal threads per 3.16cm

  ADDING the vertical and horizontal threads together, gives a total Thread Count of (250 + 746) = 996 (1000 approximately - given the limitations of the magnifying lens method) you then divide by 1.25 if you want the Imperial USA) measurement 1000/1.25 = 800 TC

• What does 'veloured' mean?

  This is when the towelling threads are cut from loops, or sheared, to form single threads that have a softer, more velvety texture on one side. Not only does this feel softer against the skin, but by shearing the loops, it creates a veloured finish. In a beach towel, the veloured side of the towel does not catch the sand as easily when laying on the sand at the beach.

  That said, which way you use your towel on the beach is very much a matter of personal preference.

• How do I care for my Canningvale products?

  Be sure to follow the Care Instructions on each product label to ensure your products stay as good as new, for longer. Whilst every care is made by our Quality Assurance team, Canningvale products are designed to be enjoyed and cared for as per the instructions on each care label.

  If you have any questions regarding the care of your products, please contact our Customer Service Team or via Live Chat.

• Are Canningvale textile and manchester products Azo Dye Free?

  Yes, all Canningvale textile products are Azo Dye Free.

  Since Europe banned Azo Dyes in 2003, most reputable suppliers used only approved dyes in their production of textiles.

  Canningvale home textile products are sourced only from certified manufacturers, who do not use Azo Dyes or any other harmful chemicals.

My Account and Details

• How do I create a Canningvale account?

  Please visit our Registration page to fill out your details. You can view your previous orders here, store details and keep up to date with Canningvale news and exciting offers or promotions.

• I would like to unsubscribe from Canningvale newsletters and emails.

  At any time, you may choose to stop receiving our marketing communications by unsubscribing via the link at the footer of all our emails or following instructions in the SMS, alternatively you may contact our Customer Service team at info@canningvale.com.

• Do you share my Account details with anyone?

  No, Canningvale respect your privacy and would never share your account details with a third party. This includes all credit card details and payment information. For full Privacy details, please read our Privacy Policy.

Wholesale

• How do I become a wholesale customer?

  You can apply for an account here.

• What is the Best Price Promise?

  Our Best Price Promise means you will always save more with your Wholesale account.