Frequently Asked Questions

 

Catalogues & brochures

 

Q: Do you have catalogues?
A: In an effort to keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Instead, we have an extensive selection of furniture on display here on our website. We are adding new ranges & products daily so we are always worth a visit now or in the future, our contact details are sales@homeliving.co.uk or Tel: 01753571284

 

Q: Can you send me a manufacturer's brochure?
A: Due to frequent changes in styles, fabrics & 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. Call or e-mail us for more information to sales@homeliving.co.uk

 

Security

 

Q: How safe is it to give my credit card details online?
A: None of the customers who have shopped at Home Luxe Interiors have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. In the extremely unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges that result from unauthorised use of your credit or debit card, or may limit your liability to just £50. If your bank or card issuer does hold you liable for any of the £50, we will cover the entire liability to you, up to the full £50. Home Luxe Interiors will cover this liability only if the unauthorised use of your credit or debit card resulted through no fault of your own from purchases made at Home Luxe Interiors while using the secure server. If you still prefer not to send your credit or debit card number over the Internet you place your order by telephone on Tel: 01753571284.

 

Ordering & payment

 

Q: How can I place an order?
A: You can order online simply by clicking the "Add To Basket" button next to the item you wish to purchase, when you have finished shopping click on the "Checkout" button which takes you to our checkout. You may then enter your delivery, billing information & credit card details to submit your order using either Pay Pal or Google Wallet, via our secure server. Alternatively, you can call us on Tel: 01753571284 to place your order by phone. You can pay using all major credit or debit cards, or arrange payment by cheque, bank transfer, or discuss other requirements.

 

Q: What methods of payment do you accept?
A: We accept MasterCard, Visa, Switch / Maestro, solo, & Company credit cards, Please call to discuss methods of payments if unsure.

 

Q: Do Home Luxe Interiors prices include VAT?
A: All prices quoted by us include VAT at 20%

Q: What happens if I cancel my order?
A: An order may be cancelled at any time between the placement of the order and 7 days following delivery of the goods. If you are dissatisfied with your purchase for any reason you may, within seven days of delivery, contact our Customer Service department to notify us that you wish to return some or all items from your order. You can either arrange to return the goods to us yourself at your own cost or you may ask us to collect the goods in which case you will be charged & the transport costs which will be deducted from your refund. Goods must be returned in the same condition they were in at the time of delivery & in their original packaging. Items which are not adequately packaged at time of collection may not be collected and a charge of £175 may be levied to cover cost of failed collection. Refunds will be issued within 30 days of receipt of goods a after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note that for selected items of leather upholstery there is a 50% cancellation / returns fee unless the order is cancelled within one week of placement. Such items are clearly marked. Mattresses can only be returned if they are unopened. Mattresses which have been opened and slept on cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it. Items that have been specially made or finished in non standard colours are exempt from our returns policy.

 

Q: What happens once I've placed my order?
A: When we receive your order we'll order your goods from our suppliers (unless they are in stock). We deliver to anywhere in the mainland UK, including construction if required.

We complete all deliveries of stock items WITHIN 10 - 45 working days from placing of order.
We deliver using a furniture delivery specialist. They will telephone to book in the delivery date and give you an estimated delivery time, they then send a text before the day of delivery to confirm your item has been loaded onto the delivery vehicle, on the day of delivery they will phone 1 hour ahead to advise you they are soon to be with you, which saves a lot of time taking the day off work or waiting in all day. Our standard delivery service is 1 man, to the ground floor of the property only, room of choice. Please phone to discuss your delivery requirements if not sure or have any special requests, we will do our best to accommodate your needs.

 

Customer service

 

Q: How do I contact Home Luxe Interiors?
A: We can be contacted by telephone on Tel: 01753571284 or email sales@homeliving.co.uk Our customer service centre operates between 9.00am and 5.00pm Monday to Friday. Emails received during these hours will usually be answered within two working days.

 

Q: What if I have a complaint?
A: We are determined to provide the easiest & best way to buy furniture online & we are not satisfied unless all our customers are delighted with their purchase & their experience of shopping at Home Living. In the unlikely event that you do not enjoy your experience of shopping with us, please tell us by email or telephone us on 01753571284 We will acknowledge your complaint within one working day & will do our very best to resolve it as speedily as possible. Where a complaint has not been resolved within one week, you will receive weekly updates on its progress.

 

Policies

 

Q: How will you use my personal details?
A: Home Living has a strict privacy policy of keeping all customer information entirely confidential. We will never pass your details on to a third party. 100% Guarantee!!

 

Q: Does Home Living have a returns policy?
A: We want you to be delighted with your purchase. Once you receive your furniture you have seven days to decide if you wish to return it. If so, then you can either arrange to return the goods yourself or you can ask us to collect them from you. If you choose the latter then you will be charged the transport costs, which will be deducted from your refund. Please note that all items must be returned in their original packaging or similar. Items which are not adequately packaged at time of collection may not be collected & a charge may be levied to cover cost of a failed collection. Refunds will be issued upon receipt of the goods & after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note there is a 50% cancellation/returns fee on selected items of leather upholstery unless the order is cancelled within 1 week. Such items are clearly marked. Mattresses can only be returned if they are unopened. Mattresses, which have been opened and slept on, cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it. Goods that are made specifically for you or are finished in any non standard colour are exempt from our returns policy.

 

Q: What is your service policy?
A: We've put our years of experience in the furniture business to good use by selecting high quality products that should not need warranty service. However, if you do have a problem, we will contact the manufacturer to arrange for local repair, under the terms of the manufacturer's warranty.

 

Q: What is your warranty policy?
A: All of our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.

 

Q: What is Home Living delivery policy?
A: 2 MAN UK HOME DELIVERY ROOM OF CHOICE. We complete all deliveries of stock items WITHIN 10 - 21 working days from placing of order.
We deliver using a furniture delivery specialist. They will telephone to book in the delivery date and give you an estimated delivery time, they then send a text before the day of delivery to confirm your item has been loaded onto the delivery vehicle, on the day of delivery they will phone 1 hour ahead to advise you they are soon to be with you, which saves a lot of time taking the day off work or waiting in all day. Our delivery service is 2 men into the property any room of choice, including upstairs. Small to medium items may be delivered using the same service but one man only ground floor room of choice within 10 business days, for speed & efficiency, please select at checkout your preferred method. Please phone to discuss your delivery requirements if not sure or have any special requests, we will do our best to accommodate your needs.

You can order online simply by clicking the "Add To Basket" button next to the item you wish to purchase, when you have finished shopping click on the "Checkout" button which takes you to our checkout. You may then enter your delivery, billing information and credit card details to submit your order using either Pay Pal, via our secure server. Alternatively, you can call us on 01753571284 to place your order by phone. You can pay using all major credit or debit cards, or arrange payment by cheque, bank transfer, or discuss other requirements.
** Please note orders of less than £100 standard delivery is charged at £25.00 **
Orders below £250.00 for delivery to Scotland or orders below £2000.00 in the following post code areas:
AB, BT, CA, CF, DD, DG, EH, EX, FK, G, GY, HS, IM, IV, JE, KA, KW, KY, LD, LL, ML, NE, NP, PA, PH, PL, SA, SY, TD, TQ, TR and ZE might incur a surcharge. Please place your order under no obligation and we will contact you to discuss delivery.

 

Q: What is the Home Living Gold Delivery Service?
A: In addition to the standard UK DELIVERY on all orders we also offer an optional Gold delivery service, charged at £199.00. For this, you can specify the day that you would like delivery, we can ring you within 1hr of ETA, so you don't have to take the day off work, we will deliver and build all furniture into the room of choice and take away all packaging materials. If you would like to take advantage of our GOLD service then please contact us after you have placed your order by email sales@homeliving.co.uk or Tel: 01753571284

 

Q: When can I expect my order?
A: We deliver all of our stock items within 15 working days from placing of your order. (Delivery times vary according to the product and the manufacturer.) Approximate times are emailed to you after your order has been taken. We will endeavour to notify you as soon as possible of any delays we are made aware of. Generally, when more than one item is ordered all items will be delivered at the same time. Because we have so many suppliers it is difficult to give an exact delivery date. In most cases though delivery is usually made within our 15 working day policy.

 

Q: How do you calculate your delivery times?
A: Every range has its own unique delivery time. Many items of furniture are manufactured to order and the delivery time reflects the time it takes us to deliver it to your home. By making and delivering your furniture to order we are able to offer you the broadest choice of furniture possible, allowing you to choose the item that is just right for you and which will give you pleasure for many years to come. If a fast delivery time is important to your purchasing decision we recommend that you contact us further to see if there is anything that we can do to get an item to you with a shorter delivery time.

 

Q: What if I'm unable to take delivery of my order when its ready?
A: If you are having work done in your home please be aware that building projects are frequently delayed. If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 30 days.

 

Q: What if my delivery contains damaged goods?
A: This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer's defect. If this occurs, contact us immediately on 01753571284 or email images and details to sales@homeliving.co.uk. We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them returned and replaced by the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).

 

Buying Tips

 

When it comes to furnishing your home, only you know exactly what you want, so take your time, look at our full range of models, colours and finishes and do contact us if you are unsure about anything. If materials used and construction methods are important to you, feel free to ask us about them. Finally, place an order only when you are confident and happy with your choice.

 

If the furniture you wish to purchase must closely match the colour of an existing item of furniture you own you should not rely entirely on the colours which appear on your computer screen since photographs can sometimes experience tonal variations. Please contact us and we will endeavour to send you an accurate colour sample by post.

 

Measure the space available in your room carefully and compare these measurements with the dimensions of the furniture item you intend to order to ensure the piece will fit in your home.

 

Take a close look at the access points in your home (doors, staircases, sharp corners) measuring where necessary. Again, compare these measurements with those of the item you intend to order to confirm that it will clear all obstacles when it is delivered. If you are in doubt please contact us.

 

When your furniture is delivered inspect it closely for any damage or defects. Make sure the delivery person is informed of any problems immediately.

 

If you are having work done in your home please be aware that building projects are frequently delayed. If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 30 days. Beyond this time period we are obliged to charge weekly storage.

 

We won't be beaten on price

 

We offer much more than just great prices, but we don't want price to be a reason you shop elsewhere.

 

Terms and conditions

 

We'll match our competitor's store or website UK price.

The competitor's product must be brand new, identical to ours, and offered on the same terms.

We and the competitor must have stock ready for delivery.

We must be able to verify the competitor's price and stock position.

We'll match the price of a product; not delivery charges or other services.

Cannot be used with any other offer.

 

Returns

If it is agreed that the goods are to be returned:-

a) a goods return number obtained from the seller must be clearly shown on the returned parcels.
b) The buyer will be liable for the cost of remedying any damage to the goods returned where such damage has, in the opinion of the seller, been caused by the goods being inadequately packaged by the buyer or through the buyers fault.
c) The seller reserves the right to make a handling / return charge to cover transport costs on goods, which are returned if they were ordered in error or are no longer required. If the goods are faulty or being returned then the restocking charge will not apply.

 

If you have ordered goods and do not require then for any reason then the buyer will be responsible for the return charge of the item. If the item is a bespoke order then we cannot strictly accept any returns even if the item has not be received by the buyer. If the item has not been despatched then the customer will be liable for 50% of the item cost.

 

If you are a consumer you have the right, in addition to your other rights, to cancel your contract within 14 working days of receipt of the relevant product(s). You must return the goods to us at your cost and we advise you to ensure the goods are adequately insured during any return journey.