The information below provides an overview of frequently asked questions regarding Returns. Customers should read our Terms of Business for full details of our Cancellation, Returns and Refund Policy.
I need to speak to someone regarding my order, who should I contact?
Our team of Houseologists are on hand to help you with your order:
Monday to Thursday: 08.30 - 18.00
Friday: 08.30 - 16.00
Phone: +44 (0)330 363 0330
If you are not delighted with the products that you have chosen or if you need to return them for any reason, you can do so by contacting us within 14 days of receipt. We will be more than happy to offer you an exchange or a refund* provided that the products are returned to us complete in their original packaging and in perfect condition.
*Please note that this 14 day guarantee does not apply to non-standard, customised, bespoke, made-to-order, made-to-measure or special order products, nor to cut by the metre wallpaper or fabric. Please refer to our Terms of Business for further information.
How do I return a product?
Under our 30 day extended returns policy, please contact us within 14 days of receiving goods by email to email@example.com or call us on +44 (0)330 363 0330 to inform us that you are going to return the product.
Please do not return any products to our warehouse until you have made arrangements with our Customer Service Team.
The Customer Service Team will then give you a Returns Authorisation Number to write on the delivery note. Make sure you include this within the returns parcel for speedy processing on return to our UK warehouse so that your refund can be applied as soon as possible to your original method of payment. Houseology will process your refund within 10 working days of receiving the goods back at our warehouse.
Please then return the goods in perfect condition, unused, unwashed and with the original packaging intact. It is important for your own security that you obtain proof of posting as, under our Returns Policy we cannot accept responsibility for goods that are lost or damaged in transit back to the warehouse, unless we are arranging the collection – for more information, please refer to our Terms of Business.
The address for returns is:
Houseology Returns Department
Unit 1 Derwent Works
If you are returning furniture, sofas, chairs, mirrors, lighting or rugs from within the UK, simply contact us to confirm that you wish to return the order, and depending on the goods concerned, either we can arrange for your items to be collected by our delivery partners or you can return the items to us. We will refund you the cost of the item(s) provided they are returned in their original packaging, but you may need to pay for the cost of the item to be collected or returned to us.
Simply email us at firstname.lastname@example.org or call us on +44 (0)330 363 0330 to inform us of your intention to return.
Our Returns Policy does not affect your legal and statutory consumer rights.
Can't you collect the goods from me?
Yes. If you wish this option, contact our Customer Service Team and we can arrange the collection. This will cost £50 if you are a UK mainland customer and the collection fee will be deducted from any refund due; or where applicable charged. If you are a non UK mainland customer a personalised collection fee will apply - contact our Customer Service Team for a bespoke collection and return quotation. Given there is a collection charge, we encourage you to arrange your own return using a service of your choice.
What about returning non-standard, customised or special order products?
Non-standard, customised or special order products (e.g. bespoke furniture items, headboards, sofas, cut by the metre wallpaper, chairs in your own choice of fabric and size) or goods that have been confirmed to you as non-standard, customised or special order, cannot be covered by our 30 day extended returns policy unless faulty.
You are able to return these goods for a refund, however in such cases we charge a cancellation fee of 50% of the non-standard product price you wish to return as well as 100% of all delivery costs incurred.
This is because these pieces are made to order, under your instruction and it is unlikely that we can resell them at full price, therefore the goods cannot be re-stocked.
Cut by the meter wallpaper and fabric does not fall under our 30 day extended returns policy, however you are able to return these goods for a refund, with a cancellation fee of 50% of the non-standard product price as well as 100% of all delivery costs incurred.
By placing an order for a non-standard, customised or special order product with us, you are deemed to have considered all these factors and any others that might affect the order, and accept that you are entirely satisfied that it is the correct product for you. You will not be able to amend the non-standard product(s) once the order has been placed.
What happens if my goods arrive damaged or faulty?
We want to be 100% sure that you are satisfied with your goods upon delivery. Where possible, we require you to check the items immediately – once unpacked – to ensure your items have been delivered safely in transit.
When your order is delivered, please check the contents thoroughly whilst the delivery person waits. In the rare event that your parcel arrives damaged you have two options:
- Refuse the delivery.
- Accept the delivery but make your delivery driver aware of the damage and, when you sign for the goods, write ‘damaged’ alongside your signature on the delivery paperwork.
- If you are unable to open and inspect the goods, when you sign for your delivery please write 'unchecked' alongside your signature on the delivery paperwork.
Thereafter, contact us within 48 hours by email at email@example.com or phone us on +44 (0)330 363 0330 and we will make the necessary arrangements to collect the damaged/faulty goods at our expense.
We will ask you to email a photograph of the damage and complete a short questionnaire as part of our quality assurance checks. Please note, it is critical that you keep all the original packaging and repack the item with care. Our courier will make the collection, and upon inspection at our warehouse, a refund, or replacement sent at our expense, will be arranged.
When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts listed to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer’s instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.
Do you comply with the WEEE Regulations?
The Waste Electrical or Electronic Equipment Directive requires countries to maximise separate collection and environmentally friendly process of waste electricals. Unwanted electrical equipment is the UK’s fastest growing type of waste and sending it to landfill causes lead and other toxins to leak into the soil and atmosphere, causing water contamination harming wildlife and human health.
Since 1 July 2007, the UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations allow members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge. Fortunately, much of the electrical and electronic equipment we use can be recycled to make new products.
Recyclable battery powered and electrical products under the WEEE directive carry a 'crossed-out wheelie bin symbol' or a 'crossed-out wheelie bin symbol' with bold bar underneath.
In striving to do what we can to protect our environment, we would encourage you to find your nearest recycling sites by contacting your local council, or visiting www.recycle-more.co.uk and type your postcode into the recycling bank locator to find your nearest recycling bank for WEEE.
The WEEE regulations do not give you entitlement to free collection of WEEE from your home, however if you purchase an electrical item from Houseology please feel free to contact us for advice on how to dispose of your item safely.