• dispatch Over 95% of orders dispatched same day
  • dispatch FREE DELIVERY (for orders over £69.99)
  • klarna
  • trustpilot

Frequently Asked Questions

Here you will find answers to our commonly asked questions, from order times to delivery to product information and more. If you can’t find your question on the list or need some further information, simply send an email to support@homescapesonline.com and we will be happy to help you.

General

Our customer care team is available Monday-Friday, 9am-5pm. Please call 0121 368 0051. Alternatively, you can email support@homescapesonline.com and we will respond as soon as possible.

24 hours! You can buy online with us any day and any time. Our offices are open Monday-Friday, 9am-5pm. Our offices are closed on weekends and bank holidays.

Unfortunately not. Please visit www.homescapesonline.com or call 0121 368 0051 to place an order.

Homescapes Europa Limited
Central Avenue
Corngreaves Trading Estate
Cradley Heath
West Midlands
B64 7BY

Our busy warehouse is a central distribution centre. Due to this, we are unfortunately unable to provide a "collect in person" service. At this time all orders must be made through our website and delivered via courier.

We are currently exploring the possibility of introducing a Homescapes Gift Card option. Check back soon for more information.

Yes, we are pleased to offer the Klarna payment service for qualifying orders. This allows you to pay in 30 days or in installments over 60 days. For more information click here.

Having exhibited at major shows across the UK including Ideal Home, we are always looking to get involved in the latest events. So keep an eye out for us at a trade and public show near you!

From time to time we may have vacancies in our warehouse or office.  Please email your details to support@homescapesonline.com and they will be forwarded on to the relevant department.

Orders

We aim to get orders dispatched within 24 hours of receiving them. If you wish to change your delivery address please contact us ASAP on 0121 368 0051. If it is over the weekend, your order will not be dispatched until the next working day, so please email your request to our customer care team at support@homescapesonline.com

If you wish to change your order, please contact us the same day that it was placed by calling the customer care team on 0121 368 0051 or emailing support@homescapesonline.com

To cancel your order please contact our customer care team at support@homescapesonline.com. Please note that orders can only be cancelled before they are dispatched. Your cancellation request must be made by 8am (the following working day) with your email subject including the word “cancellation”. Due to the high volume of orders we receive we cannot always guarantee that requests after this time frame are actioned.
*Please note that express orders cannot be cancelled within this short time frame. If you want to change or cancel an express order please telephone our customer care on 0121 368 0051 ASAP and they will assist you with this query.

Yes. To exchange an order/item(s), you need to return the item(s) unused and in the original packaging. Please see the ‘Returns Information’ section of our website to find out how to do this. Once the item has been received and processed within our returns department, our customer care team will contact you and take/deduct any cost difference, along with sending the item(s) you wish to purchase. Alternatively, you can return the order/item(s) and place a separate order. Should you choose the latter option, a refund will be made against your original order upon processing the return.

Delivery

  • Homescapes dispatches orders on weekdays Monday-Friday. If your order is placed over the weekend or on a bank holiday it will be processed the next working day.

  • Free delivery 2-3 working days
  • Standard UK delivery - 2-3 working days
  • Express delivery  Next working day - £5.99
  • International delivery- 3-10 working days

Please see our Delivery page for more information.

Express Delivery Options

  • Express delivery
  • Next working day
  • £5.99

  • International delivery
  • 3-10 working days
  • From £9.99

We do try and package your order as one parcel. If you have ordered several items from us or if your order contains large and bulky items, you may receive several parcels. Each parcel will have a unique tracking number. Parcels dispatched together usually arrive together but we do advise 1-3 days delivery time from dispatch date.

Once your order has been processed and dispatched from our warehouse you will receive a confirmation email from our carrier which will include your parcel’s tracking number. Simply follow the details in the email to track your parcel.

Homescapes ships to all of the UK including the Scottish Highlands, Ireland and the Channel Islands. Please note that furniture can only be delivered to mainland UK postcodes.
Homescapes also retails in
Germany: www.homescapes.de
France: www.homescapes.fr

Furniture orders are delivered by Panther (a courier service). Our couriers will text and/or email you with all updates. Your furniture will be carried to a room of your choice. Please allow 3-5 working days to receive your furniture order.

We have several delivery methods for you to choose from:

  • Free delivery -
  • 2-3 working days

  • Standard UK delivery
  • 2-3 working days
  • £3.99

  • Express delivery
  • Next working day
  • £5.99

  • International delivery
  • 3-10 working days
  • From £9.99

Returns

We require customers to send in a written request to support@homescapesonline.com stating that they wish to return an order. Return requests must be within 30 days of receiving the item. Homescapes will authorise the return so that on arrival, it is accepted by our warehouse. It is the customer’s responsibility to return the item safely, in a saleable condition and in its original packaging. Customers are advised to keep a copy of proof of postage. Homescapes will not accept responsibility for any items lost in transit.

We are sorry to hear this. Please get in touch and we will resolve this issue ASAP. Email our customer care team at support@homescapesonline.com or phone us on 0121 3680051.

We are sorry to hear this. Homescapes must be made aware of any faults within 48 hours of receiving your order. If your item is found faulty or becomes faulty after this time frame, please contact our customer care team.

It is the customer’s responsibility to get a returned item to us safely. Once we receive your order you will receive an email notifying you that a refund is being processed. Refunds will be processed within 3-5 days of receiving your return. Please note that a refund can take a further 3-5 working days to appear in your bank account.

Product Information

Our products are made all over the world. We have factories in India producing the finest Egyptian cotton bedding, rugs and solid wood furniture as well as factories in China. A lot of our products are also manufactured here in the UK.

Super Microfibre is an ultra-fine manmade fibre used within our pillows and bedding. Made from polyester, it is much lighter than hollow fibre and natural fillings, yet has down-like similarities. This makes it a popular choice with our customers. A comfortable, soft and springy design that will guarantee a great night’s sleep, Microfibre is synthetic, making it suitable for allergy sufferers.

For allergy sufferers we recommend you opt for our synthetic materials. Homescapes’ Microfibre and hollow fibre bedding is favoured due to its anti-allergen properties - helping you get a great night’s sleep! For further information please contact our customer care team.

Homescapes feather and down duvets are made from the finest ethically sourced duck and goose feathers.

The dimensions displayed are Width x Drop. The measurements are per curtain panel. You will receive two panels (a pair) with each order. This excludes string curtains which are sold singularly.

If you want to order something but it is out of stock, simply click the ‘email me’ button on the product page. You will then be notified via email when it becomes available.

If you are looking to purchase large quantities of goods, please contact our customer care team on 0121 368 0051. They will be happy to help with your requirements.

This can no longer be done through the website. If you would like a swatch, please email us at support@homescapesonline.com as we will need to check if we have the samples.

Payment

Online, we accept card payments as well as payment via Amazon, Paypal and Klarna. You can also call up and pay over the phone or to arrange a BACS transfer.

Yes. Your order invoice will include a VAT breakdown as standard.

Of course! Our customer care team is available weekdays 9am-5pm. Simply call 0121 368 0051 to place your order.

Yes, we are pleased to offer the Klarna payment service for qualifying orders. This allows you to pay in 30 days or in installments over 60 days. For more information click here.

Website

Found a glitch? We’re sorry to hear that! To help us ensure our website is working at its best, please email us at support@homescapesonline.com about the problem and we will investigate it immediately.

Brexit

Yes. We continue to ship to Europe and EU countries.

No. Our prices continue to remain the same.

For some countries our prices have changed. This is due to the increase in postage costs from couriers. A detailed list of all postage costs can be found here

Due to the customs border, delivery times have increased slightly. It may take an extra day or two for your order to reach you.

Import duty is imposed by the EU. Should there be any import duty, couriers will request this duty to be covered by the buyer and will liaise directly with you.

Buyers do not pay import VAT to couriers. If in any case you are forced to pay import VAT, please contact Homescapes and we will refund this to you.

Klarna

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments. Find out more about the Klarna services we offer.

Klarna Pay Later in 3 is a service we offer allowing you to pay for your purchase in 3 equal payments. Once you have placed your order, Klarna will contact you. The payment for each installment will automatically be collected from the debit or credit card you entered at checkout. Your first installment will be collected when your order is confirmed by Homescapes. Installments 2 and 3 are scheduled 30 and 60 days later, respectively.

For more information visit: www.klarna.com/uk

Klarna Pay Later in 3 is a service we offer allowing you to pay for your purchase in 3 equal payments. Once you have placed your order Klarna will contact you, the payment for each installment will automatically be collected from the debit or credit card you entered at checkout. Your first installment will be collected when your order is confirmed by Homescapes and installments 2 and 3 are scheduled 30 and 60 days later, respectively.

For more information visit: www.klarna.com/uk

For more Information about Klarna or if you have a specific question regarding the service, please visit www.klarna.com/uk

When you choose Klarna Pay later or Pay later in 3, Klarna will perform a soft credit check. This will take into consideration factors such as previous order history amount and any outstanding statements you have with Klarna. You will then be notified on screen if you are able to proceed with a Klarna payment.

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