• GET ADDITIONAL 5% OFF with code “ HOME ” (on orders over £69.99)
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  • FREE STANDARD DELIVERY (for orders over £49.99, excludes furniture & large items)

Frequently Asked Questions

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

General

Our customer care team are 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.

24hours! You can buy online with us any day and any time. Our offices are open Monday-Friday 9am-5pm. We are closed Weekends and Bank Holidays.

Unfortunately not. Please visit www.homescapesonline.com or call 0121 368 0051 to place an order. You can also purchase and collect from our warehouse, please see below for more details.

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

Our busy warehouse is a central distribution centre, because of this we are unfortunately unable 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 option 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.

Delivery

  • Homescapes dispatch 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
  • HubBox
  • International delivery- 7-10 working days
Express Delivery Options

  • Express delivery
  • Next working day
  • £6.99

  • International delivery
  • 7-10 working days
  • From £7.99

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 parcels tracking number. Simply follow the details in the email to track your parcel.

Homescapes ship 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 retail in
Germany: www.homescapesonline.de
France: www.homescapes.fr

Furniture orders are delivered by Homescapes’ delivery fleet. Once you place your order we will contact you to arrange a mutually convenient date and time for your furniture to be delivered. Our delivery drivers will carry in your furniture to its required location. Please allow up to 15 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
  • £4.99

  • Express delivery
  • Next working day
  • £6.99

  • Click & Collect
  • 3 working days
  • From £3.99

  • International delivery
  • 7-10 working days
  • From £7.99

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’re sorry you have received the wrong product. If you give us a call on 0121 368 0051 we will happily arrange for the collection of the wrong items and your correct order to be dispatched immediately.

Homescapes must be made aware of any faults within 48hours 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. It can take between X and X

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 which make 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 is 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 their 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, please contact our customer care team on 0121 368 0051 who will be happy to help with your requirements.

Yes you can. We stock many fabric and wood samples, simply add the sample swatch(s) to your swatch basket and enter your delivery details, these will be mailed to you free of charge.

Payment

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

Yes. Your order invoice will include a VAT break down as standard.

Of course! Our Customer Care team are available weekdays 9am-5pm, simply call 0121 368 0051 to place your order.

This is currently something that we are looking into. Please check back in the coming months for more information.

Website

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

HubBox

HubBox provide a click and collect service that allows you to have your Homescapes order delivered to a local and convenience store or collection point.

During checkout you will be able to locate your nearest HubBox convenience store or collection points. Alternatively you can visit https://www.hub-box.com/locations/ where you can find your nearest HubBox location.

You will receive an email containing a collection code when your parcel arrives at your chosen store or collection point.

To collect your parcel you will need to show your collection code to the counter staff. If you have forgotten or lost your collection email you can still collect your parcel by showing a valid form of ID (passport, driving license or bank card).

After receiving your collection email, you will have 7 days to collect your parcel. If you decide that you do not want your order, you must still collect your parcel and follow Homescapes’ returns process. If a parcel is not collected the cost of delivery and a failed collection charge will be applied to your order before it is refunded.

We offer standard and next working day delivery via HubBox. For next working day delivery, orders must be placed before 1pm. Orders placed after 1pm will not be processed until the following working day.

If an order is placed before 1pm on a Friday it will be ready for collection the following Monday, if that Monday is a Bank Holiday the order will be ready on the Tuesday.

If a next working day order is placed on a Bank Holiday it will be processed on the next working day and arrive the following day.

We do not operate a HubBox returns service. You can arrange to return an item through a carrier of your choice, arrange for Homescapes to collect an item you wish to return or use our CollectPlus returns service. Returns must be include a Homescapes Returns Authorisation Form. Further information can be found here.

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.

Klarna Pay Later is a service we offer allowing you to pay for your purchase 30 days after ordering. Once you have placed your order Klarna will contact you. You'll then have 30 days to pay for your goods, completing the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

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

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