Frequently Asked Questions
The information below provides an overview of frequently asked questions. Customers should refer to our Terms of Business for conditions of sale, including full details of our returns and refund policies.
Q. I need to speak to someone regarding my order. Who should I contact?
Please be sure to check your confirmation email before contacting us, as it will contain details of your order, including an estimated dispatch date. If you require further information, our customer service team are on hand to help you with your order during the following times:
Monday to Friday: 09.00 - 17.00
Phone: +44 (0)800 599 9720
Q. How do I return a product?
If you have changed your mind, 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 by email to email@example.com or call us on +44 (0)800 599 9720 to inform us of your intention to return the Product(s).
We will be more than happy to offer you an exchange or a refund provided that the products are returned to us complete, in perfect condition, unused, unwashed and with the original packaging. You will then have 14 days from the date you notify us to make your return.
*Please note that you do not have a right to return bespoke or personalised goods, unless faulty. This 14 day guarantee does not apply to orders for non-standard, customised, bespoke, made to order, made to measure or special order products (including but not limited to large furniture items, headboards, sofas or chairs in your own choice of fabric and size), nor cut by the meter wallpaper or fabric or goods that have been confirmed to you as non-standard, customised or special order. Please refer to our Terms of Business for further information regarding our returns policy, including international returns.
Our returns policy does not affect your legal and statutory consumer rights.
Q. Can’t you collect the goods from me?
That is not a problem – if your return is not furniture, sofas, chairs, mirrors, lighting & rugs (all items for which collection is compulsory) we can still make things easy for you and organise a collection. The cost of this can be charged to your account and will deducted from any refund due. If you would like to proceed with this option, let us know and we will contact you to confirm your courier options and cost of collection.
Q. What about returning non-standard, customised or special-order products?
Non-standard, customised bespoke, made to order, made to measure or special order products (including but not limited to large furniture items, headboards, sofas or chairs in your own choice of fabric and size), nor cut by the meter wallpaper or fabric or goods that have been confirmed to you as non-standard, customised or special order, cannot be covered by our returns policy, unless faulty.
We want you to be delighted with your orders from Houseology, so here's some advice from our team to consider:
Before placing an order, check the following:
- Compatibility with all your other furnishings
- Fitness for purpose
- Your dimensions are correct and the product will fit where it is intended
- The delivery address can receive the product - be sure of access, check dimensions, make sure it fits though all doorways, stairwells and any other access routes necessary.
Please refer to our Measuring Advice & Design Considerations guidance before placing an order.
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 change the order once the item has been entered into production.
When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and ensure that you have all relevant parts listed 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.
Q. What happens if my goods arrive damaged or faulty?
In the event that you receive your order in a faulty or damaged condition, including customised products please contact us within 48 hours by email at firstname.lastname@example.org or phone us on +44 (0)800 599 9720 and we will make the necessary arrangements to collect the damaged/faulty goods.
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.
Q. Can I order samples?
We have access to free samples for most of our brands. Please contact email@example.com or call one of our team on +44 (0)800 599 9720 to request a sample.
Q. What if I need more information about a product?
We have a sales team on hand to help answer any questions you may have about products that are not already shown online. We can often request lifestyle images from our suppliers and obtain additional measurements, where required. You can reach our team by email at firstname.lastname@example.org, by phone on +44 (0)800 599 9720 or on Live Chat during our opening times, noted above.
Q. How do I obtain an international shipping quotation?
Quite often our website will automatically calculate shipping for you. Simply add your desired products to the basket and checkout as normal. In the event that the website does not display a price for shipping, you will be asked to complete a shipping quotation request form. Please complete and submit the form with all the requested details. We will aim to come back to you within 1-2 business days with a price for shipping. Alternatively, please feel free to contact or team by phone on +44 (0)800 599 9720 or through email at email@example.com for more information.