Refund policy

Delivery & Returns Information

Free delivery on all orders over £100 to mainland UK. All of our furniture is delivered free.

Delivery & Returns Information: Our deliveries are provided by trusted delivery companies. Most deliveries are made Monday to Saturday between 8 am and 9 pm. All in-stock orders are aimed to be dispatched within 1-2 working days of placing an order. Delivery outside of the mainland UK is subject to the availability of our couriers’ service in the area and can not be guaranteed.

If not in stock in our physical warehouses/branches, items will be ordered from our suppliers and delivered to you within 10 to 14 working days. Bespoke items, Made-to-order items and products sourced from international suppliers, such as our Italian furniture ranges, carry a longer lead time of up to 20 weeks, which is displayed on the product page.

If we have to split your order due to out-of-stock items, there may be an additional charge for multiple deliveries.

While we endeavour to deliver goods within the times quoted, goods are subject to availability and delays in delivery are sometimes outside of our control. Any delivery dates given are approximate. If we cannot deliver within the timeframe we gave you, we will let you know, and you may be entitled to cancel for a full refund, as set out in our Terms & Conditions. For this reason, we advise that you only dispose of your old goods once you have received your new goods. We do not accept any blame or liability for customers removing or disposing of their old goods before delivery.

Small Items and Accessories

Delivery for small items and accessories is free on orders over £100 to the Mainland UK, and £5.99 on orders under £100. Deliveries outside this area may carry a surcharge, which will be calculated at checkout based on postcode. We aim to deliver small in-stock items within 4 to 7 working days. Lead times are detailed in the product descriptions.

Royal Mail / Hermes

Items dispatched via Royal Mail or Hermes are delivered within 2-3 working days within UK Mainland. Upon dispatch of your items, you will receive a notification from the courier via email or text. If you place multiple items in your order, you may receive more than one delivery.

Furniture, Lighting and Large Accessories

Delivery is free on all orders over £100 to the Mainland UK, which includes all of our furniture. Deliveries outside the Mainland UK may carry a surcharge, which will be calculated at checkout based on postcode. Lead times are detailed in the product descriptions.

It’s your responsibility to make sure your items will fit in your home, and we highly encourage you to measure both your space and the item to make sure it will fit. If an item bought online, by phone or by email does not fit, you can still cancel within 14 days under our Returns policy below, but you will be responsible for the return costs. Bespoke and made-to-order items cannot be returned if they do not fit. On the day of delivery, it is your responsibility to ensure that the delivery team can gain easy access to the home and the room that the furniture is going into. This includes keeping floors clear and removing any breakable items from the area.

All of our deliveries require a signature and can not be delivered to a neighbour, a “safe place” at your premises or to another premises not on your order confirmation. Upon receipt of your order, you agree to check the goods, and you will be asked to sign the delivery note to indicate that the goods were received in good condition. If there is any obvious cosmetic external damage to the goods at the time of delivery, then you agree to note this on the delivery paperwork or refuse the delivery.

All delicate items, including mirrored and glass products, will be unpacked and checked off on delivery.

We also ask that customers check that the number of packages being delivered corresponds with the consignment note. If you do not receive the correct number of items, please mark down the number of items received on the delivery note and, upon closer inspection, notify us of any missing or incorrect items by email to customerservice@homestoreliving.co.uk within 48 hours. 

You will be asked to sign the delivery note to confirm receipt and that you have checked the goods for obvious external damage. Signing does not affect your statutory rights if damage or faults are found later. If you do not wish to sign, we may not be able to complete the delivery. In that case, the goods will be returned and all money paid will be refunded.

UPS / DPD 

Items dispatched via UPS or DPD are delivered within 3-5 working days within the UK Mainland. Upon dispatch of your items, you will receive a notification from the courier via email or text. Deliveries take place Monday to Friday, excluding Bank Holidays.

BJS

Items dispatched via BJS are delivered with a Two-Man Room of Choice service within 7 working days. Deliveries to surcharge areas may take up to 14 days. You will receive both a text and an email with a link to a booking portal, where you can book the delivery on your day of choice (excluding weekends). You will be sent a text reminder the day before the delivery, and will also be given a 3-hour delivery window the evening before. Please note that this Two-Man Room of Choice service will not involve any unpacking, on-site assembly or removal of packaging. If the delivery teams feel that damage to the product or premises, or injury to themselves or others, may occur through delivery to a specific room, they have been advised to leave the goods in a safe and convenient place.

Pallet Deliveries

Some large items and orders may be delivered via pallet due to their size, weight or fragility. If an item is delivered via pallet, the delivery company may leave the pallet with you to dispose of accordingly. Please ensure dimensions are checked and will fit the space they are meant for. Pallet deliveries go through a dedicated pallet courier and are delivered within 3-5 working days.

Supplier Deliveries

Sometimes our supplier partners may use other delivery methods at their discretion. The approximate lead times are shown on each product page, but if you’re unsure, we’re happy to help via email at customerservice@homestoreliving.co.uk

Special Orders

These include non-stock items (items which we do not keep within our allocated stock or warehouse). Special orders are ordered in from the manufacturer for you, so lead times may be longer. They carry the same cancellation rights as any other online order, as set out in our Returns information below. 

Many products sold on our website are special orders. We recommend that you contact us before placing your order to check whether this is the case with any of your items.

If you cancel a special order after it has been delivered, you will need to return it at your cost. Please see our Returns information below.

Stocked Products

These are items which we keep within our allocated stock or warehouse. These products will be dispatched by us via a reputable courier.

Sale Products

Reduced sale items bought online, by phone or by email have the same cancellation rights as full-price items, as set out in our Returns information below. Reduced boxed sale items bought in store will be given a credit note valid for 1 year. For unboxed or ex-display items, please see below.

Ex-Display Products

Ex-display items have been on show in our showroom and may show light signs of handling. Each listing includes photos of the actual item and details of any known marks. Delivery times, how items are delivered, and returns for ex-display items are covered in our Ex-Display Delivery Policy.

Non-Returnable Products

These include:

  • Bespoke and made-to-order products made to your specification, for example in your chosen size, fabric or finish
  • Mattresses, pillows and bedding delivered in sealed hygiene packaging, once the seal has been removed
  • Items bought in store that are marked as non-returnable at the time of sale. The relevant stamp will be present on your receipt.

 

We do not offer a credit note, exchange or refund on these items unless they are faulty.

Please contact us via email at customerservice@homestoreliving.co.uk before making your order to check if the items are bespoke/made-to-order and non-returnable.

Please ensure the sizes provided for bespoke and made-to-order items are correct, as these orders cannot be cancelled or refunded once placed (unless faulty). This includes measuring all access routes and doorways.


Missed or Refused Deliveries 

Please ensure that you enter your phone number at checkout to help our delivery providers notify you of deliveries. If you miss or refuse a delivery, you may be charged a redelivery/return fee depending on the value/size of the order. This will be determined by the courier who is making the delivery.

*If a delivery is refused by you, the customer, or it doesn’t fit into your property due to the size, you will be liable for the return and redelivery charges, which are determined by the courier.

Damages, Faults and Shortages

Upon receiving your items, please check your order to ensure there are no damages or faults with any of the items and that there are no parts missing. Please report any damages, faults or shortages by email to customerservice@homestoreliving.co.uk within 48 hours of receiving the product. Reporting quickly helps us resolve issues with the delivery company. If you notice a problem after this time, please still contact us. This does not affect your statutory rights. Please include images or video of the reported issues, and we will endeavour to resolve the issue for you where we can.

If you are moving house or having renovations done to your home, we advise that all items are checked immediately after receiving the delivery to ensure you have sufficient time to report issues, and stored in a safe location to avoid damage on site.

Please note that imperfections to the underside or inside of items are not considered faults – they are a natural by-product, incidental or secondary to how the items are manufactured. Additionally, some of our products feature a distressed look which is designed to appear marked, scuffed, weathered and worn. This means each piece will have its distinctive markings, which are not considered flaws. These are a normal feature of distressed-style items.

Please check that you are happy with all items before installing or assembling them. We are not liable for damage caused during or after installation or assembly. This does not affect your rights if an item had a fault when it was delivered.


Returns

Our returns address is Home Store Living, 61 Shields Road, Byker, Newcastle upon Tyne, NE6 1DL.

Online, Phone and Email Orders: Your Right to Cancel

If you bought from us online, by phone or by email, you can cancel your order within 14 days of receiving it, without giving a reason. If your order arrives in more than one delivery, the 14 days start from the day you receive the last item.

To cancel, please email customerservice@homestoreliving.co.uk with your order number. You can also tell us in any other clear way.

This right does not apply to bespoke or made-to-order products made to your specification, or to sealed hygiene items once opened (see Non-Returnable Products above).

Sending Items Back

  • Please return items within 14 days of telling us you are cancelling.
  • Please contact us before sending anything, so we can confirm the returns process and arrange collection if needed.
  • Include a note with your order number in the parcel. Returns without an order number will be held until the customer gets in touch.
  • Please make sure returns arrive during our office hours of 9am to 5pm, Monday to Friday.
  • Items are your responsibility until they reach us, so please package them securely and use a recorded and insured service, keeping proof of postage.

Return Costs

As a small independent business, we are not able to offer free returns. If you cancel, you are responsible for the cost of returning your items. If you would like us to collect large items using our carriers, our collection charge is from £65. We will confirm the exact cost before booking, and it will be deducted from your refund.

Condition of Returned Items

You may handle items as you would in a shop to check them. If an item is returned used, assembled, fitted, damaged, incomplete or without its original packaging, we may reduce your refund to reflect the loss in value.

Your Refund

  • We will refund the price of the items and the standard delivery charge. If you chose a more expensive delivery option, we will refund the cost of our standard delivery only.
  • If you cancel before your order is dispatched, we will refund you in full within 14 days of your cancellation.
  • Otherwise, we will refund you within 14 days of receiving the items back, or of you providing proof that you have sent them, whichever is sooner.
  • Refunds are made to the original payment method. Your bank may take a few extra working days to show the refund.

In-Store Purchases

There is no legal right to cancel items bought in person in our showroom. If you change your mind about an in-store purchase, please contact us within 14 days. We may accept the return at our discretion, as long as the item is unused and in its original packaging. Reduced sale items will receive a credit note valid for 1 year. Items marked as non-returnable on your receipt, including ex-display items, cannot be returned unless faulty.

Faulty or Damaged Items

Whether you bought online or in store, your rights under the Consumer Rights Act 2015 apply if an item is faulty, not as described, or damaged on arrival. You can reject a faulty item for a full refund within 30 days. After that, we will offer a repair or replacement, or a refund if that is not possible. We will cover the cost of returning faulty items and refund your delivery charge. Please contact customerservice@homestoreliving.co.uk with photos or a video of the issue.