DELIVERY & RETURNS

DELIVERY

All orders over £99 will be delivered free of charge. *(Out of area surcharge will apply, see further details below)

Our Standard Delivery Fee for orders below £99 is £4.95. *(Out of area surcharge will apply, see further details below)

We use several different couriers for our deliveries depending on size, weight and number of parcels.

Delivery times are between 8 to 10 working days if the item is in stock.

Please note that the courier will automatically selected depending on the above. 

All delivery charges are subject to change depending on the size and the weight of your parcel. Our Customer Service team will contact you before despatching your parcel should this be the case and we may ask you for additional delivery charges.

Please ensure the delivery address is correct including the postcode. 

Also check your order confirmation as we will have to charge an additional fee should the parcel be despatched with an incorrect address on. 

  • You can request during the order process that your parcel is left with a neighbour or in a safe place.
    • If you contact us to say that you have not received your order, we may ask you to check around your house/garden and with your neighbour as your parcel may have been left in a safe place or with a neighbour.
    We will require you to sign a non-receipt form before we can resend your order. This can be sent via email or by the post and must be received back within 7 days.
    • Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 7 working days of receiving the parcel. 

 

Out of Area Surcharge 

For all deliveries (free and standard) to the following area codes, an out-of-area surcharge of £20.00 will occur. 

When checking-out, please select the correct option to avoid any delays with the shipment of your order. 

If surcharge payment is not made, we will contact you to request further payment or cancel your order. 

Please contact us for advice if you need any help.

Scotland Postcodes: AB, DD, IV 1-28, 30-32, 36, 40-49, 52-56, 63, KW 1-3, 5-14, PA 21-38, PH 1-26, 30-41, 49-50, EH, DG, FK, G, KA 1-26, 29, 30, KY, ML, PA 1-19, TD

Wales Postcodes: LL, LD, SY16-20, 23-25, SA,CF,NP

North East Postcodes: NE, CA

 
Please note, all deliveries to Northern Ireland will incur an Out-Of-Area Surcharge please contact us on 0800 0789320 or info@homedesires.com for a quotation

Please note, we now deliver to FRANCE all deliveries to FRANCE will incur an Out-Of-Area Surcharge please contact us on 0800 0789320 or info@homedesires.com for a quotation

SUPPLIER DIRECT ORDERS

Certain items are delivered directly to you from the supplier and can take up to 14 working days to deliver but we will advise you at the time of placing the order.

Please ensure you check the items carefully before signing for it as unfortunately we are not able to accept any item back where the damage has occurred in transit and is not reported at the time of the delivery.

HOW IT WORKS

 

TIMED ONE MAN DELIVERY

All deliveries are booked in by text message and email (2-3 days prior to delivery) providing customers a three hour time slot

When the goods are loaded onto the vehicle a ‘personalised’ reminders are sent, including a link for delivery tracking

You will receive an automated ‘dispatch notification’ email when the order is dispatched to you

Our driver will give you a courtesy call up to 30 minutes prior to delivery

We will take the delivery in to a downstairs ‘room of choice’

 

TIMED TWO MAN DELIVERY

All deliveries are booked in by text message and email (2-3 days prior to delivery) providing a three hour time slot

When the goods are loaded onto the vehicle a ‘personalised’ reminders are sent, including a link for delivery tracking

You will receive a dispatch notification’ email when the order is dispatched to you our driver will give you a courtesy call up to 30 minutes prior to delivery

We will take the delivery to ‘any room of choice’

We obtain a ‘time stamped’ signature plus any other relevant information (like photographs if any anomaly occurs)

How to Calculate the Volumetric Size:

  1. Measure (in cm) the Height, Width and Depth of the packaged product
    Multiply H x W x D to calculate the volumetric size
    e.g. if you had an item that measures H 65cm x W 120cm x D 50cm your calculation would be 0.65 x 1.20 x 0.50 = 0.39m3 

 

RETURN POLICY

Goods must be returned to us within 14 days of receipt, undamaged and in their original packaging with the returns slip completed. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. 

If an undamaged item is returned to us outside of the 14 day time frame, a credit note (valid for 1 year) could be issued, at the discretion of Home Desires.

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 21 days to be processed, especially during busy periods. 

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email. 

We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc...), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Home Desires discretion. 

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 0800 0789 320 or inform us via email at info@homedesires.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment. 

Please note we will only refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

We cannot be held responsible for goods lost in transit when using your own transport, which has not been arranged via our Customer Service team. 

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable. 

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

 

REFUNDS / REPLACEMENT

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse. 

We will inspect the returned item and will notify you of your refund or replacement via email. 

This is usually done within 5 working days of receiving your return into our Warehouse. 

During busy periods, please allow up to 21 days for your return to be received and processed. 

Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.) 

Please contact our Customer Service team on 0800 0789 320 for the payment of the collection. If you wish to receive a replacement, the new item will be despatched once the original product has been received in our Warehouse.

 

DAMAGED / FAULTY GOODS

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 7 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

Please note, under the Sales of Good Act 1979, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement, an exchange or a refund. 

For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information. 

 

RETURNING AN ITEM

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please ensure that you include the Returns Slip within the parcel. 

Returns can take up to 21 days to be processed, especially during busy periods. 

We cannot accept responsibility for packages that never reach us.