FAQ's

FAQ

+RETURNS

If you aren't totally satisfied with your purchase, you can return it in its original condition within 14 days for a full refund (excluding original delivery fees).

Terms and conditions apply, please visit here for full details.

+ GENERAL ENQUIRES

What are your customer service opening hours?
Monday to Friday (excluding Bank Holidays), from 9am until 5pm.

How do I contact your customer services team?
By email: info@husoehome.com
By phone: 0208 0161 022
Or, by Live Chat via the homepage (click the 'Chat Now' or 'Message Us' button).

How can I get in touch with your buying team?
Please email us on info@husoehome.com 

How do I contact your press office?
Please email info@husoehome.com 

How can I receive special offers and discounts?
You can sign up to the Husoe Home VIP List by clicking the link in the footer of our page. 

How can I receive your email newsletters?
You can sign up to our Email Newsletter mailing list by clicking the link in our footer.

+ QUESTIONS ABOUT DELIVERY

How much does delivery cost?
Delivery cost depends on the item you have purchased, please refer to the delivery information or check the 'Delivery info' page in the footer of our site.

Who delivers your parcels?
Depending on the size and weight of your order we will use either Hermes and our own private courier, and for Large or Fragile items such as furniture or large mirrors, we will again use a private courier.

What happens if I miss a delivery?
We will attempt delivery for 3 consecutive days, after which your order will be returned to us. If your order is being delivered by Hermes, they will pop a card through your door to advise you on the next steps and rearrange the delivery. If you have ordered using a Large and Fragile Item service, we will need to rebook your slot which can take up to 3 weeks, depending on your location.

Do you ship internationally?
Sadly this is not something we can offer at the moment however we are hoping to be able to offer delivery on smaller items in the future.

How long will delivery take?
Standard Delivery is  usually 3-5 working days. However please note some of our items carry slightly longer lead times. 

Can I change my delivery address after I have placed my order?
Amendments to orders can only be made if your order hasn't been dispatched from our warehouse.

Do you part deliver orders?
Occasionally some of our items are dispatched from various locations and suppliers so your order could be delivered in parts - your Husoe Home Delivery note should inform you if there are items to follow.

Can I track my parcel?
As soon as your order has been dispatched from our warehouse you will receive an  email with your tracking number which will be live after 24 hours.

What do I do if my order does not arrive after the last estimated delivery date?
Please contact us immediately either via email or phone and we will investigate this for you. We are unable to investigate until the last working day has passed, i.e, if you have been estimated 3-5 working days for delivery please contact us only if the 5th working day has passed. Please check your order confirmation for details about your delivery date.

Do you offer a ‘to room’ delivery?
All of our couriers will deliver to your door but are sadly unable to deliver to your desired room. If you have ordered a large item please ensure you arrange someone to help you.

Do you remove the packaging after making a delivery?
We do not remove the packaging after making delivery, however, all packaging is recyclable.

Do you assemble furniture items?
Our couriers will not be able to help assemble furniture for you, so if you have ordered an item that required assembly, please ensure you arrange someone to help you if required.

+QUESTIONS ABOUT ORDERS

How do I place an order?
You can easily place your order online at any time via our website, or, if you have questions or prefer to order by phone, you can call us from Monday to Friday (excluding bank holidays) 9am – 5pm on 0208 0161 022.

Can I add or remove products from my order after I have placed it?
This is only possible if your order hasn't been dispatched from our warehouse. Please call our customer services team on 0208 0161 022 (Monday to Friday, 9am – 5pm, excluding Bank Holidays).

Can I cancel my order?
This is only possible if your order hasn't been dispatched from our warehouse. Please call our customer services team on 0208 0161 022 (Monday to Friday, 9am – 5pm, excluding Bank Holidays). If your order has already been dispatched you will need to refuse delivery and we will refund you in full as soon as the return has been processed in our warehouse.

Why are products on the website out of stock?
We like to source unique and exciting products that are not usually found on the high-street. Because of this, there are often low quantities available but we will always try to re stock where possible. 

Can I pre-order a product?
We have a selection of products that are available for pre-order which are displayed with a ‘Pre-Order’ icon. For an estimated delivery date, please check the product page. The Estimated Delivery date is when we are scheduled to receive the shipment but this date is subject to change is an estimate only. If you have purchased a Pre-Order product and it becomes delayed in reaching us we will contact you to let you know and offer you the opportunity to cancel your order.

Are the ETA’s on out of stock items accurate?
The Estimated Delivery date is when we are scheduled to receive the shipment but this date is subject to change is an estimate only. If you have purchased a Pre-Order product and it becomes delayed in reaching us we will contact you to let you know and offer you the opportunity to cancel your order. If you have contact our Customer Services Team and they have given you an expected date for delivery to our warehouse this is also only an estimate and could also be subject to delays.

Are your prices inclusive of VAT?
Yes, all prices shown are inclusive of VAT.

Do you provide VAT receipts?
Yes, we can issue VAT receipts upon request. If you would like to make a request, please email info@husoehome.com and our customer Services team will respond within 48 working hours.

Why have I only received part of my order?
Some of our items are ordered in from outside suppliers especially for you so they may arrive with you at different times to those items held in our warehouse. If your order has been sent in multiple boxes this can also be separated by the courier. Please wait until your last delivery day has passed before contacting us to investigate – check the product page for specific item delivery information, for example, certain items of furniture can take 2-4 weeks to arrive (depending on the supplier) which overrides the estimated delivery of the service you have selected.

+QUESTIONS ABOUT RETURNS

What is your refund policy?
Refunds will be processed (excluding original delivery fees) when the request to return is made within 14 days from the receipt of delivery. A credit note will be issued (excluding original delivery fees) if the request to return is made after 14 days from receipt of delivery. All returns must be received by Husoe Home within 30 days from receipt of delivery to qualify for a refund. Credit notes will not be issued after 90 days from receipt of delivery. We do not offer a Freepost returns service but can organise a collection for you depending on the item you are returning and your location. The cost for this collection will be deducted from your refund. Please see our Returns Page for more information and to read our full T&Cs.

How do I arrange a return?
To arrange a return, please email our customer services team info@husoehome.com who will arrange your return.

What if my item is Faulty?
Please email our customer service team info@husoehome.com within 24hrs of receipt of delivery. When emailing please include a photograph of the damaged/faulty item. We will then be able to discuss a replacement, repair or refund. For further information please see the ‘Faulty or Damaged’ Items section of our Returns page.

How long do I have to return an item?
All returns must be received by Husoe Home within 30 days from receipt of delivery to qualify for a refund. Credit notes will not be issued after 90 days from receipt of delivery.

How long will it take for my refund to be processed?
Refunds will not be issued until your return has been received and processed by the warehouse team. Processing can take approx. 2 working days after we have received your return but can take longer during busy periods. Your bank may take an additional 2 working days to receive the funds into your account (please check with your bank for further details).

How will I be refunded?
Refunds will be returned to the original payment method used, for example, if you pay by card we will refund you to the same card used to place the order.

+PROMOTIONAL CODES

Where do I enter my promotional code?

Once you have added all our lovely items that you wish to purchase to your basket you will enter the first stage of our checkout - Your Shopping Bag. Here you can review your basket, edit quantities and add your code in the PROMOTIONAL CODE field and click Apply. A message will then appear under the title Your Shopping Bag and above your products confirming your code will be applied at the Checkout or informing you that your order has not qualified for the terms of the code and therefore is Invalid.

Why's my promotional code not working?

Free Delivery

Occasionally we like to offer our customers Free UK Standard Delivery. If you have a free delivery code but it is saying Invalid this could be due to a few reasons:

  • Is your delivery address a Mainland UK address?
    • Free delivery codes are only valid on Mainland UK addresses.
  • Do you have a Sale or Last Chance item in your basket?
    • Unfortunately promotional codes are not valid for Sale and Last Chance items.

If you are still getting an Invalid Code message and believe your order qualifies for the promotional code, please contact our customer service team on 0208 0161 022 or send a screenshot of your basket to info@husoehome.com(Mon-Fri 9am-5pm).

Promotional Codes

Our promotional codes do come with terms and conditions that will either be highlighted on the site or email where you received the code. Please also see our standard terms and conditions here. Promotional codes are only valid when all terms and conditions are met.

What do I do if I am still having issues?

Our customer service team are happy to help if you believe your promotional code should apply to your order but is showing as invalid on the site.

We need to know what is in your basket, there are a couple of ways you can share this with us:

  • Email us a screenshot of your basket to info@husoehome.com.
  • Contact us via Chat in the bottom right of your screen.
  • Telephone us on 0208 0161 022

We're open Monday to Friday 9am until 5pm and will aim to resolve your issue as soon as we can.

 

Can't find what you're looking for?

Contact our friendly Customer Services Team who will be happy to help!
They are here from Monday to Friday (excluding Bank Holidays) from 9:30am until 5pm.

Email: info@husoehome.com
Telephone: 0208 0161 022