Delivery Terms

What are your delivery and processing times?

Delivery times to the UK

7–10 working days (77% of cases)

10–15 working days (23% of cases)

The average delivery time (following processing) to the UK over the last 30 days is 7–11 working days (please note that courier companies may sometimes experience delays due to public holidays, busy facilities, customs checks, bad weather, etc. We have no control over these delays).

Please note: Once we have sent you the tracking number, it may take a few days for it to be updated in the courier’s database. Please do not worry; your order is already on its way.

In addition, all items are subject to a processing time before they are dispatched. This includes order verification, payment processing, inspection, quality control and packaging. 99% of orders leave the warehouse within 1–3 working days of receipt of payment. The processing time is not included in the estimated dispatch times given above. We do not dispatch orders at weekends.

If your order includes tracking information, you will automatically receive a tracking code via email from USPS, UPS or FedEx once your order has been processed and is ready for dispatch. You do not need to request a tracking number. Please note that it may take up to 5 days for the correct tracking information to appear.

Orders containing multiple items are usually dispatched separately, as the individual items are held in different warehouses. This ensures that you receive your items as quickly as possible. You may receive part of your order before the rest, which is entirely normal. This does not mean that we have forgotten your other items.

We cannot guarantee delivery times if the postal service or a courier experiences unexpected delays due to public holidays, weather conditions, customs regulations or other circumstances. Delivery times may vary, particularly during peak periods. We are not responsible for import duties, taxes and customs charges.

Please check your order details to ensure your delivery address is correct. If you need to change your address after placing your order, please contact us immediately. We cannot amend your delivery details or cancel your order once we have already dispatched your items. If a parcel is returned due to an incorrect address, you will be required to pay additional postage costs. We cannot be held liable for products sent to an incorrect address if incorrect delivery details were provided.

Theft of deliveries and postal items is on the rise, particularly during the festive season. We provide a tracking number from FedEx, UPS or USPS for every consignment. If your parcel is stolen for any reason and we can prove via the tracking number that it has been delivered, we accept no responsibility and will not resend the order free of charge, nor will we refund the purchase price. Unfortunately, we are not responsible for lost or uncollected parcels. Please contact your local post office to find out where your parcel is – sometimes it is held for collection at your local main post office. We recommend that all our customers use a secure letterbox or drop-off point, or have the parcel delivered to a local FedEx or UPS station to avoid this problem.

 

If the products delivered are perishable and spoil during this delay, we accept no responsibility and will not offer a refund.

We thank you for your patience if you have not received the items within 30 working days. If you have any concerns, please contact us via the contact form rather than leaving a negative review or opening a dispute. We will endeavour to resolve any issue (by resending or refunding a missing item).

Due to the popularity of certain items in our catalogue, delivery times may be longer than stated and may take up to 20 working days. If your order has not arrived within 25 working days of the original purchase date, please contact our customer service team to receive a full refund of your purchase price. (This policy does not apply to errors caused by customers providing incorrect delivery details when placing their order or failing to collect their parcel).

❌ Haven’t received your parcel, is it damaged, or is the product faulty? We can help :)

1. Damaged/lost parcel:

Please send us an email with a photo of the parcel you received showing the damage. We will then take care of everything else and send you a new product or refund the purchase price.

2. Faulty product:

In this case, please briefly describe the fault to us and, ideally, send us a photo or video of it. We will refund the purchase price once the case has been successfully verified.

3. Incorrect delivery address provided:

If you have accidentally provided an incorrect delivery address, please contact your local delivery service (DHL, Hermes, DPD, etc.) and request a redelivery. As you are the recipient, we are unfortunately unable to assist you in this matter. You will need to cover the costs of the redelivery yourself.

RETURNS INFORMATION

At present, returns must be sent to our external warehouse in Germany. If you wish to return a product, please contact our customer service team.

Thank you for shopping with us :)

If you have any questions or require further information, please contact support@homeloves.uk

Homeloves reserves the right to amend this policy at any time. Please check back from time to time to keep up to date with any changes.