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

FAQ's

Where are you based and do you have a sales showroom or shop?

Our warehouse is based in Wolverhampton. We do not have a showroom for product viewing, our warehosue is not open to the public as yet. We hope to transform part of the warehouse into a showrooom within the next 3 months. We do offer a 7 day no-quibble money back guarantee should you wish to return furniture if not suitable. You can collect your order "free of charge" from our wareouse, by appoitment only.

How can I pay for my purchased items?

We accept most forms of payment. Credit/debit card payments are submitted through our automated and fully secure ePayment card processing system.

How secure are my credit/debit card details?

All credit card details are entered within a secure environment and encrypted for safety. Payment collected through our online credit card system are processed via SagePay and confirmation is emailed to you.

What happens after I process my order online?

Once you have completed your order online the following process will take place:

  1. Your payment is processed. If there is a problem with the card we will call you.
  2. We send you an email after the purchase to confirm your order. If there are any problems with the details please contact us immediately by return email.
  3. Please refer to the products information for approx delivery times. If your item is out of stock or we can not achieve the delivery times as stated on the product pages we will email you and inform you of the position and when the item is due back in stock for dispatch.
  4. When your item is dispatched we will email you. You can also track your item via the tracking page linked to your initial order email.
  5. You will then be called/contacted by our delivery company within 72 hours of your order being dispatched from us to arrange delivery. Our delivery company will normally delivery to mainland UK within 10 working days, on average but please refer to our delivery page for full details of this as it can take slightly longer.

 

I am looking for a particular product that is not listed on your website.

We advertise all of our products on our web site although we do also have access to other products and have other furniture that we may not have on our site. Please email us and enquire if there are any products that you are interested in that we do not advertise currently.

I found the product I want to buy but I have seen it cheaper somewhere else.

We believe that our prices are already low, but if you have found exactly the same product for cheaper then please email or call us and we will beat their price. 

What will delivery of my item(s) cost me?

FREE. We offer FREE UK delivery on all orders over £300*. Please note that certain postocdes are excluded form the Free Delivery area. Please visit our delivery page for more information.

Can you deliver outside mainland UK? (i.e Northern Ireland, Southern Ireland, Isle of Wight etc)

We are able to deliver outside mainland UK. We can deliver to any address within GB Mainland via our normal courier. Deliveries to: AB, DD, IV, PF, KW, PA, Jersey, Scottish Isles, Southern Ireland, PO (non-mainland) and BT/Northern Ireland are possible via selected couriers that we use, although we do ask for an additional shipping change for these destinations per product. For a quote to your address: - Please email for a quote of the extra delivery charge.

When will my goods be delivered?

Please refer to the individual delivery time indicated on each item in your order and also refer to our terms and conditions. If a product is out of stock and not available for the delivery times quoted you will be contacted and made aware of the delay as soon as possible after placing the order.

How long will delivery take on my order?

Please look next to each product and it will display the approximate delivery time for that item.

Please note we may have stocks available quicker than the suggested despatch date originally quoted, if this is the case we will always despatch as soon as possible. We will always email on despatch to our couriers to warn you that our carriers now have the goods. In any case the carriers will contact you by phone before attempting to delivery the item.

Can I return goods if I am not satisfied?

Yes we offer a 7 day money back guarantee provided that you comply with our terms and conditions regarding this.

How do refunds work?

In the case that you will be issued a refund, it will be processed within 30 days, however.

How can I contact you?

Should you have any requirements for support  email us and we will reply within 1 working day.

Full contact details including email can be found in the "contact us" page.

If I have a complaint, what should I do?

If you are unhappy with any aspect of our service, please email us at customercare@thehome.co.uk
We will acknowledge receipt of your complaint within 1 working day and we will do our very best to fix any problem that you may have.

What do your customers have to say about your company and service?

Please read our customer feedback

Can you send me a manufacturer's brochure?

Due to frequent changes in styles, fabrics and finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. E-mail us for more information by clicking here.

What methods of payment do you accept?

We accept MasterCard, Visa, Switch / Maestro, and American Express cards as well as personal cheques and bank or building society cheques.

Do The Home`s prices include VAT?

All prices quoted by us include VAT at 20%

What happens once I've placed my order?

When we receive your order we'll order your items from our suppliers (unless they are in stock). Once your goods are available you will be contacted by telephone by our home delivery company to arrange delivery. Parcel deliveries will be delivered within the stated delivery time and will not be booked-in in advance.

When can I expect my order?

Delivery times vary according to the product and the manufacturer. Approximate times are given next to each product description but these may vary from time to time and we will endeavour to notify you as soon as possible of any delays we are made aware of. We use a variety of carriers and furniture suppliers so the items you order may come from more than one place and be delivered separately. If this is the case we will contact you to inform you and, where possible, give you the option of a single delivery date. If you have further questions about your delivery please contact us by clicking here.

What if I need to delay delivery of my order once it's ready?

We understand that your plans can change and that, if you are having work done in your home, building projects are frequently delayed. If you are unable to take delivery of your order when it is ready, please contact us as soon as possible so that we can make arrangements to delay delivery from the supplier or store your order. We will store your order free of charge for 25 days. Beyond this time we are obliged to charge a weekly storage fee of £15 per week.

Why do I need to inspect and sign for the goods?

All deliveries must to be signed for on receipt. Before signing for delivery, please inspect the goods to ensure the packaging and the product are in perfect condition and your property has not been damaged in any way during the delivery process. If necessary, please make sure you detail any problems on the delivery note. This process helps us improve so that you get the best possible service from our delivery contractors.

How can I place an order?

You can order online simply by clicking the "Buy Now" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click the "Proceed to Checkout" button which takes you to our secure checkout. You may then enter your delivery and billing information and credit card details and submit your order via our secure server.