Frequently Asked Questions

Our Frequently Asked Questions (FAQ) section is specifically designed to provide answers to the most common inquiries we receive.

If you are unable to find the information you need, please feel free to contact our customer service department without hesitation.

Q: How long will it take for my order to be delivered?

A: Our standard delivery timeframe is 5-7 working days. However, if you require expedited delivery, we offer a “Next Working Day” or “48 Hour Delivery” service.

Please note that deliveries are not made on Sundays, and if you wish to receive your order on a weekend, you must select Saturday delivery during the online checkout process. For all overnight and 48-hour deliveries, please ensure your order is placed by 2:00 p.m. to guarantee same-day shipping.

Q: Can I track the progress of my delivery?

A: Yes, once your order is dispatched, you will receive an email containing your tracking details. Additionally, if you have provided us with your mobile phone number, you will also receive a text message.

Please be aware that deliveries are scheduled between 8 a.m. and 5 p.m. Monday through Friday (unless you have chosen a specific day or scheduled delivery). The tracking details will include a one-hour time interval, but please note that this is only an estimate and is subject to change.

Q: What happens if I am not available to receive my order?

A: Our items are shipped using a “drop off” service. If you are unable to accept the package, the driver will attempt to deliver it to a neighbor, leave it at a safe location, or, in some cases, take it to a designated Parcel Shop location for collection. If requested, we can also ship items using a “signed for” service.

For any deliveries made at the door or left at a neighbor/secure location, the driver will take a photo as proof of delivery.

Q: Can I have my order delivered to a different address?

A: Yes, during the ordering process, you can specify a different delivery address. However, please note that the invoice will always be sent to the billing address. The billing address is the address associated with your payment card.

Parcels weighing less than 30kg will be shipped individually, while items over 30kg will be shipped as pallets.

Additional shipping charges may apply for items being shipped to the Highlands, Islands, and Northern Ireland. If the shipping cost differs from the initial estimate, we will contact you to inform you of the revised amount. Your package will not be sent until you have confirmed your acceptance of the adjusted shipping costs.

Q: What is the latest time I can place an order for overnight delivery?

A: The cutoff time for placing an online order for overnight delivery is 2 p.m.

Q: How can I track my order?

A: We have a package tracking system that allows us to monitor the progress of all orders. You can contact our Customer Service Department via email or call 07414091282 during the following hours:

Day: Monday to Friday

Hours: 8:30 a.m. – 4:30 p.m.

Q: How can I check if an item is out of stock?

A: Our website regularly and automatically updates stock levels, ensuring that you can shop with confidence. If any unforeseen issues arise, we will promptly contact you to provide the necessary information.

Please note that we do not offer partial shipments unless specifically requested. If you place an order for multiple items and one or more of them are out of stock, we will wait until all items are available before shipping the goods. However, if you require any in-stock items to be dispatched separately, please contact our Customer Services department at 01904 696933, and we will be happy to assist you. There is no additional charge for this service.

Q: Can I make changes or additions to an existing order?

A: As long as your order has not yet been shipped, we can accommodate modifications. Simply contact our sales team at 07414091282, and we will be glad to assist you.

Q: When should I seek assistance with the installation of my products?

A: We recommend that you refrain from making arrangements with any outside contractors until you have received your package and verified its contents for any shortages or damage.

Q: Which credit cards can I use for payment?

A: We accept Visa, MasterCard, and Maestro. However, we regret to inform you that we do not accept American Express.

Q: Can I use PayPal as a payment method?

A: Absolutely! We now offer PayPal as a payment option, providing you with even greater flexibility.

Q: How do I initiate a return?

A: In addition to your legal rights, our goodwill return policy allows for refunds or exchanges on products purchased online or in-store, provided you have proof of purchase and the return is made within 30 days of the original purchase date. Please ensure that the products are unused and in their original packaging. Please refer to our returns information for further details.

For defective items, please contact our Customer Services Department at 07414091282. They will either request a photograph of the faulty item or ask you to return it for inspection. Once we have received the photo or returned item, we will arrange for a replacement to be sent within 7 business days or issue a refund for your order.

For non-defective items that do not meet your expectations, you may return them to the following mailing address. Please ensure that the items are unused and returned within 30 days of receiving your order. We recommend obtaining proof of return from the carrier.

Please note that Home Goods Shop can only cover the cost of returning faulty or damaged items.

Address for Returns:

Home Goods Shop

Great Portland Street, 5th Floor, London, W1W 5PF

Q: Which carriers do you use for shipping?

A: At Home Goods Shop, we utilize various carriers depending on the package size and shipping address. Some of the carriers we work with include DHL and DPD.

Q: How accurate is your website?

A: While we make every effort to ensure the accuracy of our product pricing, information, and sizing, please be aware that these details are subject to availability and may change. In the unlikely event of a price increase or substitution, we will notify you and obtain your approval before processing your order.