FAQs

About Us:

Where are you based?

Our offices are based in Glasgow and our warehouse is located in Shotts (North Lanarkshire).

Do you have a showroom?

No, we do not have a showroom as we sell exclusively online.

Do you provide assembly?

No, we ship with third party couriers who provide a delivery service only. Full instructions & hardware are included with all items for easy self-assembly on receipt.

Do you remove/dispose of old sofas/furniture?

No, the third party couriers we ship with provide delivery only & do not offer any disposal services.

Are your products suitable for commercial use?

We would advise against using our items in commercial properties although all products are made to comply with UKFR standards.

 

Delivery:

When will I receive the tracking information?

Full tracking information will be forwarded to you on the afternoon of your date of dispatch. Please note the courier tracking sites may not show any information until later that evening or the next morning, depending on when their scans are updated.

Do the drivers call before delivery?

A call before delivery is not guaranteed as the couriers do not provide their delivery teams with company phones. The exception to this is the 2-man delivery service where a call is provided when the delivery team is en route to your property.

Do the couriers provide time slots for delivery?

The couriers we work with provide delivery on an all day 7am to 7pm basis with no specific time slots offered. The exception to this is the 2-man delivery service where an ETA is provided the evening before via text. Please note any advised time slot is an estimate only & delivery may be attempted outwith the noted window.

What happens if I miss delivery or need to reschedule on the day it is due to be attempted?

Redelivery charges will apply for any 2-man deliveries that are missed or rescheduled after 3pm the weekday prior to delivery (Panther) or 3pm two weekdays prior to delivery (Arrow). The exact charge will vary depending on the item, or items, you have purchased so please contact our customer service team on support@homedetail.co.uk for further information.

Can my order be left safe if I am unavailable on the delivery day?

We can ask the courier to leave your order in a safe location on request however the driver may refuse to take this action if they deem the specified location unsuitable. If your order has shipped with Arrow however, they will only complete delivery if someone is available to accept the goods. Please submit your ‘leave safe’ request to support@homedetail.co.uk & our team will relay this to the relevant courier as soon as possible. Please be aware that we accept no liability for loss or damage resulting from this request.

 Do you deliver to Northern Ireland, the Channel Islands, and the Highlands?

Yes, we provide delivery throughout the UK however a shipping surcharge will apply at checkout for any deliveries in offshore or highlands areas. Please ensure you check this prior to completing purchase and kindly note that delivery times may be extended due to your location.

Can I change my delivery address?

No, we are unfortunately not able to send goods to any address other than the shipping address provided at time of purchase. If this information needs to be changed, we will need to cancel & refund the order for you to repurchase with the updated details.

How do I choose the 2-man delivery service?

The 2-man service is provided as standard on our larger items, all of which will have ‘2 Man Delivery’ noted next to the Add to Basket button. We can provide a 2-man upgrade for items not already allocated to this service level however a surcharge may apply. Please contact our customer service team on support@homedetail.co.uk to discuss your requirements.

Why have I only received part of my item?

Multi-box items can occasionally be split between courier vehicles during transit. Please contact our customer service team on support@homedetail.co.uk & they can investigate further.         

 

Assembly/Aftersales:

Will I need to assemble my item?

Yes, nearly all our products are delivered flat packed & all will require assembly on receipt. We are unable to provide any assembly services as we ship with third party couriers who do not offer this, but full hardware & assembly instructions are included with all items for easy self-assembly.

I have received all boxes for my bed frame but cannot locate the slats or slat caps.

Please check on the back of your headboard panel for a hidden Velcro compartment. The slats & slat caps are usually stored here during transit.

I have received all boxes for my sofa but cannot locate the legs/hardware/cushions/armrests.

Please check on the underside of the seat panel as the smaller components are usually stored in a hidden zip or Velcro compartment located here.

I have received all boxes for my garden set but cannot locate the hardware/cover.

Please check inside the zipped cushion covers as these parts are usually stored here during transit.

I have received all boxes for my cat litter tray but cannot locate the plug & cable.

Please check in the waste-bin section of the drum unit. The plug & cable are usually stored here during transit.

What is the warranty period?

All of our products come with a 1-year manufacturer’s warranty however this does not cover misuse, accidental damage or wear & tear.

What should I do if my item is received damaged?

If the goods are clearly damaged at time of delivery, then you have the right to refuse the delivery of goods but please do get in touch so we can arrange replacement. Should the damage not be apparent until unpacking however please take photos of the damage & a note of the PO number on the packaging before contacting our customer service team on support@homedetail.co.uk for further assistance.

 

Returns:

Will I need to pay for return?

If you change your mind about your purchase, then we would ask that you cover the return charge for your order.  If your goods have been received damaged however then we would of course provide a free of charge return if we are unable to provide adequate resolution otherwise.

How much is the return charge?

The return charge will vary depending on the product in question & the location of your collection address. Please contact us directly to receive an estimate.

How do I arrange return?

Please contact our customer service team directly on support@homedetail.co.uk & we can assist with these arrangements. We can either schedule uplift with our couriers on your behalf or we can provide our return address if you would prefer to source your own carrier.

 

Refunds/Cancellations:

How do I cancel my order?

Please message or call as soon as possible so our dispatch team can cancel shipment of your order. If the goods have already been dispatched however, we will have to ask the courier to return your order to sender & would ask that you then cover the return charges incurred.

When will my refund show in my account?

If you have received confirmation of your refund being processed, this should take around 3-7 working days to show in your account.