FAQ – Frequently Asked Questions
Frequently Asked Questions
We don’t have all the answers but we have quite a few answers to the most frequently asked questions we receive from our customers.
If you have any specific questions about an order that was placed in-store, please contact us if you don’t find an answer in the support area.
Please note, our FAQs only apply to orders placed on the Home Design UK website.
Ordering furniture
Delivering furniture
Payment
Returns and cancellations
Customer Care
Ordering Information
Very. It’s vitally important to home design uk that you can shop on our website in complete confidence. That’s why we’ve invested in advanced website security, designed to provide all the protection and assurance you need, from making transactions to updating personal information.
Delivering Furniture
COVID-19 and the more recent lorry driver’s shortage has provided significant challenges, but you can rest assured that Home Design UK is operating a safe, non-contact delivery service.
Should there be any delay expected with your delivery, we shall notify you via email or a telephone call.
Nobody wants the unfortunate situation where the furniture you’ve ordered does not fit, where it’s too big for the room or won’t fit through your home’s doorways or entrances. So, when you order your furniture, it’s important to check that it will fit into your house and your room. Please measure all doors, stairways and the chosen space as carefully as possible.
Home Design UK cannot accept responsibility for furniture not fitting, as ultimately it is up to you, the customer, to measure. If the worst happens and your delivered furniture won’t fit in, we can offer advice on what to do next. If this happens, or if you are concerned that furniture due to be delivered may not fit then please email us.
Unfortunately we do not deliver overseas at the moment, but we’re working on it. If you can nominate your own shipper, we’re happy to deliver to their UK mainland address as long as we do deliver to those locations. Please contact a member of our team for further assistance.
We deliver to mainland England, Scotland and Wales. Postcodes are shown in the “Delivery” tab on every product page showing where we can and cannot deliver that item.
If you live in Scotland, the Highlands or if your postcode more than 40 miles away from one of our distribution centres, an additional charge will apply and one to two weeks will need to be added to the originally quoted delivery time.
Payment
We accept all major credit and debit cards including MasterCard, Visa and American Express.
We also offer Klarna as well as Paypal “Pay Later” for payments by instalments.
Customer Care
Our Home Delivery Specialists treat every piece of furniture as if it was their own. Their mission is to ensure you are 100% happy from the moment you choose your furniture to the day it arrives. In the unlikely event that your furniture arrives with signs of transit damage, our team of Home Delivery Specialists will endeavour to help you with one or more of the following options:
We urge you to inspect the furniture upon delivery with the delivery team present. Please take photos of both the furniture and the team should you identify any damage.
•If the furniture is useable, despite the damage, we’re happy for you to go ahead and use it
•You complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork
•The Incident Report form needs to be sent to us, logged against your order number, and assessed for action
•A Home Design UK technician will contact you and arrange and repair the problem to manufacturing standards. If he/she cannot resolve the matter we will try to resolve as quickly as possible
•If a repair cannot be made, we will replace the furniture, or give a full refund. The goods that are deemed faulty revert to the ownership of Home Design UK, and must be in our possession before monies are refunded
•A full refund shall be limited to the original purchase price paid for the unsatisfactory merchandise.
Each and every member of our team is passionate about providing the best possible customer service. It’s something we pride ourselves on. We want you to have the very best experience, as well as receiving a product of the highest quality and reliability.
Whatever assistances you need, we’re happy to help. Please contact us via email.
Your statutory rights are not affected.