Help Is Here.

Support

We want to provide support in as many ways as we can, and this page of resources is designed to give our community additional tools to navigate the many situations life throws at us. As our community grows, so too do the experiences of those within it, and the resources available to everyone.

Customer Help

Contact Us

Partner Help

Customer Frequently Asked Questions

What is 'The Helping Hub'?

The Helping Hub is a marketplace where our carefully selected Partners come together to offer their services and products that were designed to both help elevate the recipient and build a more compassionate and caring world.

Vouchers & Gift Cards

Are there different types of vouchers I can purchase?

Yes, there are two types of vouchers you can purchase on THH website –a Product Partner Voucher and a THH Gift Voucher

Product Partner Vouchers

  • A Product Partner Voucher (PPV) is for a specific service, e.g. a cleaning package or washing service.  A PPV can only be redeemed with that particular Product Partner. If you know what service or experience you would like to purchase, this is the best option for you.
  • Vouchers are valid for 36 months from the date of purchase. If the voucher isn’t used within the first 12 months of validity, the value of the voucher (amount paid) can still be used for the following 24 months towards the same product or service but please keep in mind if the price of the service or experience has gone up after the first 12 months then the difference will be required to be paid.
  • Can be exchanged for any other service or product available on THH if the voucher has not yet been redeemed.
  • A voucher is considered redeemed once a booking has been scheduled and confirmed by the Partner or a checkout cart has been confirmed.
  • 14 day change-of-mind refund policy (Please see Refund Policy)
  • Sent out via email for instant delivery

THH Gift Voucher

  • THH Gift Vouchers are for a dollar value and are a great option if you are unsure what the recipient would really like or need.
  • They are valid for 36 months from purchase date
  • THH Gift Vouchers can be used for any service or gift product on our website
  • Non-refundable
  • Can be used in conjunction with Product Partner Vouchers and any other payment methods offered on our website.
  • Multiple Gift Vouchers may be used for full or partial payment of an order.
  • The entire amount of the Gift Vouchers must be used during one transaction.  A Gift Card cannot be used across multiple transactions.
  • Can be sent out via email for instant delivery

How long is my voucher valid for?

  • All Vouchers are valid for the paid amount for 36 months from the date of purchase.
  • If the Product Partner Voucher isn’t used within the first 12 months of validity, the value of the PPV (amount paid) can still be used for the following 24 months towards the same product or service but please keep in mind if the price of the service or product has increased after the first 12 months then the difference will be required to be paid.

How do I redeem my THH Gift Voucher?

  • THH Gift Vouchers can be redeemed in the Shopping Cart during the checkout process.
  • Enter the “code” number displayed on the Voucher into the grey “Coupon Code” box. Click “Apply Coupon” and the value of the Gift Voucher will be applied to the Cart.
Exchanges & Refunds

Can I swap my Voucher for something else on the website?

If you’ve received a Product Partner Voucher for a specific service or experience and you would prefer to exchange it for something else on THH website, you are able to use the value of your voucher towards any other service, experience or gift product, provided a booking has not yet been scheduled and confirmed using the Voucher.

Product Returns and Refunds

Can I return a product for exchange or refund?

We understand sometimes a product isn’t quite what you were after or doesn’t seem to fit. 

  • You may elect to return goods for any reason within 14 days of delivery provided that the goods have not been damaged, installed, used or are otherwise not in their original condition. An email with photo evidence will be required prior to a return being accepted.
  • Items must be returned in perfect condition – we highly recommend using bubble wrap.
  • Refunds and returns are not accepted for any hampers, consumable products, perishable items, and personal or personalised items.
  • Customer service is very important to us. If you are dissatisfied for any reason with an item within a hamper, consumable products, or perishable items please contact [email protected] within 48 hours of delivery.
  • Return shipping is at the expense of the customer for change of mind returns and refunds.
  • Please note: We are unable to return an item that is not being returned by the original purchaser.

 

How to return an item

First contact [email protected] and we will guide you through the return process.  Note an email with photographs of the product will be required prior to a return being accepted.

What’s the best and safest way to return an item?

  • Lots of protective wrapping. A solid cardboard backing is also a great idea if the item can be easily bent (e.g. a print).
  • A good rule of thumb is packing it so it could be dropped from a 1 metre height without breaking (packages can be subjected to a little rough treatment along the way). Because we can only give you a full refund if the item arrives in a re-sellable condition, it’s worth swaddling it before sending. We’d also suggest you use a trackable service, too.
  • We also suggest taking a few photos of the item pre and post wrapping just to be on the safe side.

 

My gift product arrived damaged. What can I do?

If your gift product arrived damaged, please email our Help Team via [email protected] so we can help you with this.  Make sure you take a photograph or two showing the damage so that you have it ready for us when we help you through the process.

How much time do I have to return an item?

  • Your request to return an item must be received within 14 days of delivery.
  • Once your request has been processed and confirmed by our team, you then have a 10 day window to return the item.

How long will it take to receive a refund/store credit?

  • If the item is being returned, we’ll process your refund/credit as soon as the seller lets us know that they’ve received your item(s), safe and sound.
  • If the item is not being returned, the refund/credit process will be communicated directly with you by our Help Team.

Do you offer free returns?

  • As much as we love to help, free returns are not available for change of mind or exchange purchases.
  • Returning items for damaged or faulty products is assessed case by case. Our Help Team will communicate the return process with you individually.

 

Fresh produce and perishable items

  • Our fabulous product partners all work really hard to ensure you receive the highest quality goods. All our product partners have clear instructions on their own sites regarding out of stock produce, returns and refunds.  Whilst we are growing and learning, if for some reason you have received perishable items that are not up to standard, we will work with you to ensure a helpful outcome for everyone.

 

Service Feedback and Complaints

  • For any feedback or complaints about a Service or Experience provider, please contact [email protected], we invite you to share your thoughts.
General

I’m sending my order as a gift. Do you include an invoice?

No, invoices are not included with the shipping of your item.   The environment is important to us so we do not expect our Product Partners to send a packing slip or an invoice with the item.   If you’d like the order invoice, you can download it from your THH account.

How can I get a tax invoice of my purchase?

Sign into My Account. Click on Orders and you can then ‘Download invoice’ for the specific order.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, PayPal

Can I send an order to another address?

Absolutely. All you need to do is enter the address you’d like your order shipped to at checkout. Simply choose “Ship to a different address” and send away!

 

I didn’t receive an order confirmation. How can I check if my order has been placed successfully?

First, check you junk mail folder. Second, login to “My Account” and go to “Orders”.  You order should appear in this section.  If it doesn’t then it’s unlikely the order has successfully transacted and you may need to try again.  If you have been charged for the order but it’s not showing in your account “Orders”, please contact [email protected] and we will help you.

Orders

Where’s my order?

We bring together lots of independent sellers from around Australia and overseas. Because their products are all different, and being shipped from different places, they may not all take the same time to reach you.

Delivery information with approximate delivery times are available within the “Delivery Info” on each item’s page. You should receive an email with tracking information once your item has been shipped from each supplier.  Alternatively, you can sign in to your account and click the ‘Orders’ link to track the whereabouts of your parcel/s.

Delivery Information

Each item includes delivery details on the product page, so that you know what to expect. We want each order to reach you as quickly as possible, so many of our sellers offer a variety of shipping options for you to choose from, including speedy delivery for when you really need it! Remember, each individual order arrives on your doorstep directly from the seller you purchased it from, so delivery times may vary.

 

Delivery times 

Unless otherwise specified on the product page, items will normally ship within 1-2 days of receipt of your order. If you live in Australia, your order should generally arrive between 5-7 days, sometimes sooner. If the item is hand-made to order, or coming from overseas, you can expect a longer delivery time of up to 4 weeks (please check the delivery information on the product page for details). *From date of dispatch.

 

How much does delivery cost?

We like to support suppliers both large and small.  At the moment, not all can afford to absorb the cost of delivery fees for their beautiful items so we thank you for understanding and helping to support them too.  Some of our sellers offer FREE shipping Australia-wide, however some may charge a small shipping fee for certain items or orders. If a product is delivered FREE this is clearly displayed on each product page, otherwise the shipping cost is displayed at checkout. Some sellers also offer other shipping options, such as courier, with an associated cost.

 

Do you ship internationally?

Many of our sellers offer international shipping. If you’re looking for products that can be delivered outside of Australia, click the relevant ‘delivery zone’ checkbox on the left hand side of our homepage (or any category page), and you’ll only see the items that are available to be shipped to your area.

 

Where do our sellers ship from?

From wherever our sellers are.  Most are situated in Australia and some as far as the UK.  We show where every item will be shipped from on its product page, plus include estimated delivery details beside the product description.

 

 

How can I check if my order has been shipped?

As soon as your item has been dispatched, the seller updates your order status online and we send you an email. Any time you’d like to see how an order’s coming along, sign in to THH and go to My Account, and Orders then click on the one that’s on your watchlist.

 

I have only received one part of my order – where’s the rest?

Because our sellers send items to the delivery destination directly, parcels from different sellers will arrive separately. To get an idea of when you can expect your order, take a look at the delivery information on each item’s page.

If it’s been a while, or you’ve ordered more than one item from the same seller but they haven’t all arrived, please get in contact directly with the suppler.  On the order details there is an option to click “contact seller”.  They will be more than happy to help.

Making a Booking

How do I book my service?

Vouchers are valid for 36 months.  If the experience is not booked and taken within 12 months of the voucher purchase date, the value of the voucher (amount paid) becomes available for you to spend towards the same or a different experience on THH website.  You must use your voucher prior to the expiry date shown.

To book your experience voucher:

  1. Go to www.thehelpinghub.com
  2. Click ‘Use a voucher’.
  3. Enter your voucher code (example ABC123/AAAAA/1010101). If you have more than one voucher, select ‘Add Another Voucher Code’ and enter the code for each additional voucher. Select ‘Continue’.
  4. Enter your details.
  5. Review the important information and accept that you have done so.
  6. Select a date(s).
  7. Enter participant details and answer supplier questions.
  8. Read and agree to the Terms and conditions.
  9. Click ‘request dates’ to submit.

You will then be provided with the experience providers details. These contact details will also be emailed to you in case you need to refer to them at a later stage.

The experience provider will contact you within 48 hours to confirm your requested dates.

If you do not hear back within 48 hours, please contact the experience provider to confirm your booking. Once you receive the booking confirmation, please print this and take it along with you on the day.

Please Note: We recommend you book at least 3 weeks in advance to avoid missing out on your preferred date and time. You should allow more time if requesting a booking during peak times (such as weekends or school holidays).

 

How do I reschedule my booking?  

We know that sometimes life happens and circumstances may arise where you are no longer able to use your voucher on the date you originally booked. Once a date is requested and your booking is confirmed, any rescheduling is at the service provider’s discretion. If you need to change the date of your booking, you will need to contact the provider directly using the details on your booking confirmation email. Each service provider has their own reschedule policy and there may be reschedule or cancellation fees that apply. Depending on the amount of notice you give the provider, a change to your booking may not be permitted and your voucher may be forfeited if you do not use your service.

Rescheduling by the Provider

If a provider needs to postpone a service for any reason (such as bad weather), you will be notified as soon as possible. You should reschedule a suitable date in the future directly with the provider.  

How do I check availability for a service?

There are two different ways to check availability for a service option; some have Instant Book capability where you can see the available times and dates in a calendar on the service and booking pages and other services only accept bookings on request.

Services available to Instant Book will have a calendar visible showing available dates, times and sessions for you to choose from.  Select your preferred date and time and proceed with your purchase and booking.

Services that are not available to Instant Book are on request.  You will be asked to fill out the booking form with a preferred and alternative date that you can do. The experience provider will be in touch within 1- 2 business days to confirm your booking request or to arrange an alternative date if your initial request is unavailable.  If you are looking to purchase a voucher and book your experience at short notice and you are not given the option to ‘Instant book this date’, we recommend you contact the provider first to ensure the dates you prefer are available before completing the transaction.

Please note: We recommend you book at least 3 weeks in advance to avoid disappointment. You should allow more time if requesting a booking during peak times (such as weekends or holidays).

Can I book more than one voucher at a time?

 

You sure can! To make a booking using more than one experience voucher:

1. Go to www.thehelpinghub.com
2. In the top right hand corner of the screen select ‘Use a voucher’
3. Enter in your first voucher code and then click on ‘Add another voucher code’. Enter the next voucher code and repeat this process for each new voucher you need to add.
4. Once all codes are entered, hit “ Continue”
5. Enter your details.
6. Review the important information and accept that you have done so.
7. Select a date(s).
8. Enter Participant details (you will only need details for one person) and answer supplier questions.
9. Read and Agree to the Terms and conditions.
10. Click ‘request dates’ to submit.

You will then be provided with the experience providers details. These contact details will also be emailed to you in case you need to refer to them at a later stage.

The experience provider will contact you within 48 hours to confirm your requested dates.

If you do not hear back within 48 hours, please contact the experience provider to confirm your booking. Once you receive the booking confirmation, please print this and take it along with you on the day.

Please Note: We recommend you book at least 3 weeks in advance to avoid missing out on your preferred date and time. You should allow more time if requesting a booking during peak times (such as weekends or school holidays).

Who do I contact to make a booking?

All bookings are arranged through The Helping Hub and vouchers must be redeemed on our website prior to using your service.

To book your voucher:

1. Go to www.thehelpinghub.com
2. Click ‘Use a voucher’.
3. Enter your voucher code (example ABC123/AAAAA/1010101). If you have more than one voucher, select ‘Add Another Voucher Code’ and enter the code for each additional voucher. Select ‘Continue’.
4. Enter your details.
5. Review the important information and accept that you have done so.
6. Select a date(s).
7. Enter participant details and answer supplier questions.
8. Read and agree to the Terms and conditions.
9. Click ‘request dates’ to submit.

You will then be provided with the service providers details. These contact details will also be emailed to you in case you need to refer to them at a later stage.

The experience provider will contact you within 48 hours to confirm your requested dates.

If you do not hear back within 48 hours, please contact the experience provider to confirm your booking. Once you receive the booking confirmation, please print this and take it along with you on the day.

Please Note: We recommend you book at least 3 weeks in advance to avoid missing out on your preferred date and time. You should allow more time if requesting a booking during peak times (such as weekends or school holidays).

How can I contact the service provider?

Please contact us via [email protected]  and one of our team will be more than happy to help with any questions you may have.

If you’ve already made a booking or requested a date, you will receive an email with the service provider’s contact details. If you can not find the details please contact us via [email protected]  and we can give you their direct contact details.

Using Your Account

How do I see or resend my voucher?  

You can have any vouchers you have purchased redelivered anytime as an e-voucher without incurring any extra charges.   Simply follow these steps:

1. Go to www.thehelpinghub.com
2. Click on “My Account” on the top right then click log in.
3. Once logged in you can see the “Purchase History”
4. Select the order you wish to resend
5. There will be three options in blue, “review and print”, “edit message” ad “resend voucher”
6. Choose to either “Review and Print” to print it straight away or “Resend voucher” to get your voucher via email.

How can I purchase using a THH credit?

  1. Go to www.thehelpinghub.com
  2. Click on “My Account” at the top right of the screen and select LOGIN
  3. Entering your user name (email address) and password
  4. You will be able to see the value of your credit on the top right of the screen.
  5. Find the experience or gift product you are after and click on BUY EXPERIENCE VOUCHER
  6. Proceed through to the CHECKOUT.  
  7. Once on the payment page your credit will automatically be deducted from the order total. If there is a balance left owing you can choose your preferred payment method.
  8. Once you have accepted the Terms and Conditions and clicked on PLACE ORDER it will give you an Order confirmation screen. Please note down your Order Number.

Please note: any vouchers purchased using credit, will take on the same expiry date as the credit.

How to book right away:
If you have purchased an experience voucher and would like to request your preferred dates straight away you can select the ‘Book Now’ option on the confirmation page to select your date(s).

 

Please note: any vouchers purchased using credit, will take on the same expiry date as the credit.

How to book right away:
If you have purchased an experience voucher and would like to request your preferred dates straight away you can select the ‘Book Now’ option on the confirmation page to select your date(s).

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