Delivery, Order Cancellation & Returns Policy

Delivery, Order Cancellation & Returns Policy

Clear, fair and designed to give you confidence when shopping with Home Living Warehouse.

1. Our Delivery Service

At Home Living Warehouse, we aim to provide a smooth and reliable delivery experience across the entire UK. Once your order is confirmed, your contact details — including an active mobile number — are shared with BJS, our trusted delivery partner. They will contact you directly to arrange a delivery date that works for you. BJS will not attempt delivery until this date has been confirmed by you. If you do not respond or fail to confirm a suitable day, the delivery will not be sent out and delays may occur.

Your delivery may arrive as soon as the next working day, although most orders are delivered within three to five business days. The evening before delivery, you will receive a three-hour delivery window, and on the day itself you will receive a thirty-minute pre-arrival call. It is essential that you provide a valid mobile number so that all communication is received.

Delivery may be completed either by our own Home Living Warehouse vans, which operate six days a week between 8am and 10pm, or by BJS and other trusted couriers who deliver five days a week between 8am and 5pm.

Our two-person delivery teams can place your items into the room of your choice on the ground, first or second floor. If delivery is required above the second floor, a working lift or elevator capable of accommodating the size and weight of the item must be available. Access routes must be safe, clear and suitable for delivery. A responsible adult must be present to inspect and sign for the goods, as our team cannot leave items unattended.

2. Access, Parking and Preparation Requirements

To help ensure a safe and efficient delivery, we ask all customers to prepare their property in advance. If you live in an area with parking restrictions, please ensure that any required parking permits are arranged before delivery. Sufficient parking space must also be available for a large delivery vehicle. Customers are responsible for any parking fines caused by insufficient arrangements or incorrect information provided.

Drivers may decline delivery if the parking situation is unsafe or does not match the information supplied when the order was placed. In these circumstances, a failed delivery fee of £99 will be applied.

Before delivery, please ensure that all hallways, staircases and doorways are clear of obstructions and that there is sufficient space for our team to manoeuvre safely. Remove any loose rugs, fragile items, decorations, or furniture that may obstruct the route. If necessary, items such as internal doors, shelves or light fittings should be removed to allow safe access. Customers are responsible for providing floor protection where required.

It is important that you measure all relevant access points, including doors, hallways, staircases and lifts, to confirm that your item can be delivered safely. If a lift is required, please ensure it is large enough to accommodate the furniture. Keep children and pets safely away during the delivery process.

If your location is difficult to find, please provide clear directions when placing your order. Check that all contact information, particularly your mobile number, is correct to avoid communication issues. If delivery cannot be completed due to lack of access, incorrect information, or no one being present to sign, a redelivery fee of £59 will apply.

3. Order Cancellation

Orders cancelled before dispatch will incur a restocking fee of £17.99, which will be deducted from any refund. If an order is cancelled after dispatch but before delivery, a cancellation and return delivery fee of £44.99 will apply to cover outbound and inbound transportation, administration and handling.

4. Refused Deliveries

If delivery is refused for any reason — including access issues, incorrect measurements or a change of mind — a return and handling fee of £54.99 will be deducted from any refund due.

5. Returns After Delivery

If you decide to return an item after it has been delivered, a collection and restocking fee of £64.99 will apply. All returns must be unused, in their original packaging and in a resalable condition unless otherwise agreed in writing. Customers must provide clear photographs of the goods prior to collection. If we arrange the collection through BJS, we will provide a quotation based on courier rates.

6. Incorrect Return Claims and Unsettled Fees

If a return claim is found to be incorrect or misleading — for example, an unwanted item claimed as faulty — or if a customer refuses to pay the applicable fees, a formal written notice will be issued outlining the outstanding balance. If payment is not made by the deadline stated, further correspondence will follow. Continued non-payment may result in referral to a debt recovery agency or legal proceedings, including any associated recovery or legal costs.

7. Agreement to These Terms

By placing an order with Home Living Warehouse, customers agree to all delivery, access, cancellation and returns terms outlined in this policy. Customers accept responsibility for ensuring adequate access, correct measurements, and accurate contact information, as well as any fees that may arise from missed, refused or cancelled deliveries or returns. Home Living Warehouse reserves the right to amend these terms at any time without prior notice.

8. Contact Us

If you have any questions or require further clarification on these terms, our customer service team is always happy to help.