FAQ

1. HOW DO I GET IN TOUCH WITH CUSTOMER SERVICE?

Our friendly Customer Service team would love to hear from you, so please do get in touch by clicking on our Contact Us. section.

 

2. HOW DO I PLACE AN ORDER?

You can order online via our website and pay at checkout.

Or alternatively you can email DeHome directly on the email provided on our Contact Us. page and we will happily help in all questions.

 

3. HOW DO I SEARCH FOR A PRODUCT?

There are a number of ways you can search for a product.

Simple browse through the categories at the top of the homepage and then refine what you are looking for by clicking on each section, spilt into either product types or brand types.

Alternatively, if you know exactly what you want, just type in the product name or brand into our search facility (top of the website) and we will find you everything related to your specific search.

Once you have found what you are looking for, click ‘add to basket’ or ‘buy it now’ when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

 

4. WHAT PAYMENT TYPES DO YOU ACCEPT?

We accept PayPal, Amazon Pay and all major credit cards: Visa, American Express, Mastercard.

 

5. WHEN IS PAYMENT TAKEN?

Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we would recommend you contact your bank or card issuer to understand why they were unable to authorise the payment.

 

6. MY PAYMENT HAS BEEN DECLINED?

Payment can be declined for a number of reasons. Try checking the details to ensure that the card details such as the start date, card type are correct, and your billing address is the same address registered to the card.

If the problem persists, try contacting your bank or card issuer. If you are still experiencing problems, please contact our Customer Service team.

 

7. HOW DO I USE A DISCOUNT CODE?

Please make sure you type your discount code into appropriate box when you check out and click ‘Apply’ to apply it to your order, happy shopping!

 

8. I NEED MORE INFORMATION ON A PRODUCT?

If you don’t find the information you are looking for on the product page and the description information underneath the product image, please get in touch with our Customer Service, and we will be happy to help.

 

9. I’VE SEEN A PRODUCT, BUT IT APPEARS TO BE OUT OF STOCK?

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the webpage and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility (top of the Website) and we will find you everything related to your specific search.

 

10. I NEED TO KNOW WHEN A PRODUCT IS BACK IN STOCK?

All our available products are listed on our website. If we have a date they are due, it will be stated on the product page. Currently, we cannot give dates of when a product is back in stock. As soon as it’s back in stock, it will reappear on our website. Keep a close eye!

 

11. DO YOU PRICE MATCH?

We review our pricing daily to ensure we’re bringing you the best price possible. However, in the rare case, you find a product cheaper elsewhere we promise to beat that price for you.

There are a few terms and conditions specific to DeHome Price Promise.

Price Match Promise

Please contact a member of staff and provide them with either a website link or screenshot of the item that you found at a better price.

Whilst we love to match every price that you find online, we can only match prices that don't result in a financial loss for us. Please also note, that we can only price match on items that are sold online and not in store, as most brick and mortal retailers have different pricing conditions with wholesalers.

You can request price matches either via chat, the phone or email: support@dehome.co.uk

Please note, that we do however reserve the right to:

- Not accept / Refuse any price match request if it would result in a financial loss and is therefore not feasible for us.

- Not accept / Refuse requests for us to match wholesale or trade pricing - we will most likely not be able to price match as we only price match retail prices.

- cancel our price match promise at any time without any further notice.

 

12. HOW CAN I CANCEL OR CHANGE MY ORDER/ADDRESS?

You can cancel or change your delivery address by contacting our 

Customer Service team You will need your order number and email address to hand.

Your order can be cancelled or changed at any time until it has been dispatched from our distribution centre.

 

13. HOW DO I REPORT A MISSING ITEM?

To ensure you receive your items as soon as possible we will occasionally dispatch items separately. Our luxury products (including made to order) can be also shipped directly from the manufacturer and may also arrive separately.

Please check your order confirmation and estimated delivery timescales from each item on your order to make sure you are not missing anything that is outside of the delivery timescales stated on our website.

If you discover something is missing, then please contact our Customer Service team as soon as possible.

 

14. WHERE IS MY ORDER?

Please rest assured that your order will be expedited as soon as possible. Although we adhere to our estimated delivery timescales stated next to each product, should there be any delays, our customer service team will keep you up to date every step of the way.

 

15. DO YOU DELIVER INTERNATIONALLY?

Currently, we are not able to deliver Internationally. We hope to be able to do so in the future.

 

16. DO YOU OFFER NEXT DAY DELIVERY?

We are unable to offer next day delivery, please see our estimated delivery timescales on each product.

 

17. CAN I CHOOSE MY DELIVERY DAY?

Unfortunately, you cannot choose a specific delivery day yourself, but we do our best to request it for you, however, this is not guaranteed. Parcelforce (smaller goods) will provide a 1-2 hour timeslot, APC (fragile goods) is an all-day service and Furdeco (larger goods) Email to arrange a suitable day for delivery.

 

18. HOW DO I RETURN AN ITEM?

We must be notified within 14 days of receiving your goods.

This is only applicable if the item/s returned are complete, in resalable condition, unused and with the correct packaging

The cost will need to be paid for prior to arranging the collection. Please see our Return Policy for the collection charge. Our customer service team will be happy to arrange the collection of any return,


Alternatively, you can send the product back with your own courier, we would recommend using a tracked/insured service as we cannot provide a refund or replacement if damaged by the courier.

 

19. CAN I RETURN A PRODUCT WITH MY OWN COURIER?
You are of course welcome to use your own courier to return an item.

Before returning, please make sure that the item is in the original packaging and a resalable condition within 30 days of your original purchase date.

Please make sure that you use the return slip which will be enclosed within your goods and write your full name and order number on the returns slip.

This method of return will be at your own cost. Make sure all items are well packaged and insured as we will not be able to process a return refund for goods that are damaged or lost by the courier, you would need to claim this back from the courier.

 

20. HOW CAN I RETURN A FAULTY ITEM?

We want all our customers to be happy with their purchases however should you discover a fault within 30 days, please contact our Customer Service Team as soon as possible and include the order number and description of the fault to avoid any delays.

 

21. HOW CAN I RETURN A DAMAGED ITEM?

In the event that your order arrives in a damaged condition, please contact our Customer Service Team within 48 hours of delivery and include the order number, clear image/s and description to avoid any delays.

Where possible we will arrange to send a qualified tradesman to repair your item, if not, we will arrange a replacement or refund.

 

22. HOW CAN I REBOOK A COLLECTION?

If you have missed your collection or need to rearrange/rebook, please contact our Customer Service team as soon as possible to allow time for us to speak with our courier and rearrange for you.

 

23. HOW LONG DOES A REFUND TAKE TO PROCESS?

Upon receiving your refund notification, it may take up to 14 days depending on your bank and payment type.

 

24. DO YOU OFFER REPLACEMENTS AND HOW LONG DOES IT

If for any reason we need to replace your order, it will take the same estimated delivery timescales stated next to the product on our website, we will expedite as soon as possible and quality check before being shipped.

 

25. CAN I GET A COPY OF AN INVOICE OR VAT RECEIPT?

Please contact our Customer Service team who can get this sent to you via email.