The Home

{The Home}{486 Green Lanes}{London}{N13 4BS}{United Kingdom}{0345 557 7930}
486 Green Lanes N13 4BS London,
Phone: 0345 557 7930

Customer Service

Shipping & Delivery

FREE Delivery on UK mainland orders over £300*

*Surcharges still apply in designated areas.

How much will my delivery cost?

England & Wales orders over £300 FREE delivery

England & Wales orders under £300 delivery from £14.00*
*exclusions - Delivery within England & Wales is FREE on all orders over £300, except AB, IV, DD, PA, FK, PH, EH, KY, KW, BT, GY, IM, HS all Islands areas and Ireland incur an additional delivery cost - please contact us for a quote.Orders are delivered on weekdays and weekends (at extra cost) directly to your home address. If you live within England & Wales, the delivery will be free of charge for all orders over £300*. We will use 2 different methods of carriage which we will determine based on the size of and contents of your order. On larger or multiple items you will receive a call from our carriers to book a convenient delivery date that suits the carriers pre allocated delivery route. However for smaller items a parcel carrier may be used, the carriers will not call you, however they will leave a card for you to contact them to arrange the completion of delivery. Please note: in case where an order is made of furniture either from different suppliers or stored at different locations we may use multiple carriers to deliver your order at pre-agreed different times.

Surcharges

Delivery within England & Wales is FREE on all orders over £300, except AB, IV, DD, PA, FK, PH, EH, KY, KW, BT, GY, IM, HS and all Scottish Islands areas incur an additional delivery cost - please contact us for a quote.

Damages

It is the “responsability” of the person accepting the item(s) to CHECK for damage and sign for as either 'dmaged' or a standard signature of “received in good condition'. A signature signed 'UNCHECKED' does NOT entitle you to a replacement item or refund if you happen to open your goods and find damaged parts.

You are entitled to refuse any delivery that doesn't arrive in good condition. If you decided to refuse, please sign: refused as damaged.

1 Man Delivery Service / Standard Delivery

We'll contact you to arrange a convenient delivery date that suits the carriers pre allocated delivery route

Delivery between 9:00 am and 6:00 pm (some times earlier in the day or later in the evening)

Saturday delivery may be possible at times, for an additional charge.
Front Door Deivery

2 Man Delivery Service - Room of Choice Delivery (+£15)

Delivered by a dedicated two-person delivery team.

Get a 2 hour time slot the day before delivery and a call up to 1 hour before arrival on the day.

Your furniture will be carried to the room of your choice and position for you, access permitting.

Delivered between 8am - 6pm (sometime earlier in the morning or later in the evening).

Privacy & Security

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for the following 2 reasons : firstly, to process your order and second, to provide you with the best possible service.

We will not e-mail you in the future unless you have given us your consent.

We will not pass your e-mail address to third parties.

The type of information we will collect about you includes:

  • your name
  • address
  • phone number
  • email address

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

We store information about you using cookies (files which are sent by us to your computer or other access device) which we can access when you visit our site in future. We do this to track the contents of your shopping basket through the store and for marketing purposes.

If you want to delete any cookies that are already on your computer, please refer to the instructions for your file management software to locate the file or directory that stores cookies.

Please do not hesitate to contact us if you have any questions/comments about privacy.

Returns & Replacements

Returns, Refunds and Your Right to Cancel

Under the distance sellers act you have the statutory right to return any products you have purchased within seven (7) working days after delivery for any reason. Products must be kept in the same condition as when purchased and in the same packaging in which they were delivered, see below for further details. N.B. For hygiene reasons mattresses are not covered by our returns policy.

In order to return a product please contact us in writing or other durable medium (including email) within 7 working days after delivery. You will then be entitled to a refund or exchange from us which will be paid within thirty (30) days of your notice of cancellation. Items must be kept in the condition in which they were purchased and in original packaging.  Items requiring assembly must not be assembled in any way or will not be accepted back. We reserve the right to refuse a refund if any item is deemed to be non re-sellable. Original delivery charges are not refundable.

After the seven (7) working day return period has elapsed we will not accept returns on any items.

Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.

If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 7 days of the date you receive them by emailing us. Any defects or damages must be reported to us within 7 days and we must be emailed images/photos and a completed damage form within the 7 working days and before any return, refund or replacement is carried out. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided. We reserve the right to refuse return of items should the original packaging not be available to allow the safe return via our carriers.  If we receive the goods back with us and they are damaged due to them not being repackaged sufficiently in their original packaging we will charge you for the reduction in value.  Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase.

We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.

We will not accept any returns (including damaged items) on self-assembly items which have been assembled - please fully check your item prior to assembly.

Mattresses are currently not covered by our returns policy. We will repair or replace damaged goods however, for hygiene reasons we cannot offer returns for any other reasons.

The following ranges are made to order and therefore we do not offer a full refund: Mottisfont, Aquarius Collection. In the case where a customer would like to cancel an order that includes the Mottisfont, Aquarius Collection we will refund the customer 80% of the order amount. The remaining 20% will not be refunded and will be passed on to the manufacturer as a re-stocking fee for the products.

The Home will not be liable for any damage or loss caused by the 3rd party carriers within your property

Returns. £30 - 1 Man Collection , £65 - 2 man collection, plus any postocode surcharges.

Items must, where possible , be returned in their original packaging.

Our drivers may remove the packaging on the back of the lorry. if you think you may return any item please be sure to ask for all the packaging.

You must notify us within 7 days of receipt.

The item/s must be unused and you must take reasonable care of the goods whilst in your possession.

You must ensure the items are wrapped and ready for collection prior to the vehicle arriving.

Refunds will be processed after the items have been inspected and can take up to 30 days as per Distance Selling Regulations.

Matresses, pillows and sofa beds are non-returnable oncec used.

Secure Payments

thehome.co.uk uses a secure payment gateway provided by the Sage Group ;needless to say that Sage Pay uses the most secure and up to date security systems to protect the consumer.

Sage Pay's systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.

Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. We are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.

All transaction information passed between merchant sites and Sage Pay's systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay's servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Once on SagePay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the UK Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

As we use third party services thehome.co.uk has no access to your credit or debit card details.

We also accept payment by cheque or bank transfer. For more details please email us.