Frequently Asked Questions

1.      What if the address you have for me is incorrect?

2.      What if I need to change the delivery address?

3.      What if the goods shown on your web page are not the goods I have ordered or the quantity is incorrect?

4.      Can I choose my delivery day?

5.      What if I wish to delay delivery?

6.      Will my goods be assembled?

7.      Do I need to do anything in preparation for the delivery?

8.      Which room will the goods be left in?

9.      Will you deliver to an upstairs flat?

10. What if I am not at home at the time of the delivery?

11. Who will deliver my goods?

12. On which days of the week do Home and Retail deliver?

13. When is my delivery due?

14. My delivery hasnít arrived yet.

15. Once I have booked a delivery, can I change my delivery date?

16. How do I know my delivery has been booked and will take place?

17. There is a problem with the furniture I have received.

18. Some items that I ordered have not been delivered.

1. What if the address you have for me is incorrect?

If the address we have for you is incorrect, please call your retailer in order that the address may be amended.

2. What if I need to change the delivery address?

If you need to change the delivery address, please call your retailer in order that it may be changed.

3. What if the goods shown on your web page are not the goods I have ordered or the quantity is incorrect?

If there is a discrepancy between the goods you have purchased and the product details shown on our web page, please call your retailer.

4. Can I choose my delivery day?

Home and Retail deliver to certain post code areas on certain days. The day of the week that we visit your area is the delivery date you will have been offered when booking your delivery online.

5. What if I wish to delay delivery?

If you wish to delay delivery of your furniture, please contact your retailer.

6. Will my goods be assembled?

In general, all goods are assembled by our delivery technicians. There are some exceptions, however. If in doubt, please contact your retailer.

7. Do I need to do anything in preparation for the delivery?

We recommend that all items such as mirrors, pictures, clocks etc. are removed to facilitate access. The room of your choice where the goods are to be left should be clear of furniture with sufficient space for our delivery technicians to work. If you are unable to remove your existing furniture, Home and Retail do provide an environmentally friendly removal service at additional cost. Please contact the Home and Retail Contact Centre on 0208 759 0099 for more information.

8. Which room will the goods be left in?

Our delivery technicians will position the goods in a room of your choice.

9. Will you deliver to an upstairs flat?

Yes, we do deliver to upstairs flats, providing there is adequate access. Please be aware that where the delivery is to a floor higher than the second floor, an additional charge may apply. If in doubt, or for more information on potential surcharges for deliveries above the second floor, please contact your retailer.

10. What if I am not at home at the time of the delivery?

If, having booked your delivery date, you realise that you will not be at home at the time of the delivery, please contact the Home and Retail Contact Centre on 0208 759 0099 at least 24 hours before the scheduled delivery date to either rebook the delivery or provide details of the person who will accept the delivery on your behalf. If you do not inform us in good time that you will not be at home at the time of delivery, a cancellation fee may be chargeable.

11. Who will deliver my goods?

Your furniture will be delivered by a team of two trained delivery technicians, who will be wearing Home and Retail company uniform.

12. On which days of the week do Home and Retail deliver?

Home and Retail deliver furniture six days a week, Monday to Saturday, and visit certain post code areas on certain days. The day of the week that we visit your area is the delivery date you will have been offered when booking your delivery online. Delivery times are between 7am and 4pm, though this may be extended during busy times of the year. Saturday deliveries are available in certain areas but an additional charge may apply. Please contact the Home and Retail Contact Centre on 0208 759 0099 for more information.

13. When is my delivery due?

Following the completion of your online booking, you will receive email and text message confirmation of the booking date. The working day prior to the booked delivery date, you will receive an email and text message which confirms an estimated two-hour delivery time slot.

14. My delivery hasnít arrived yet.

We know how important it is that we deliver on time but occasionally we may be late due to unforeseen circumstances. In the unlikely event that this happens, the delivery team will give you a call to let you know and give you a new delivery window as appropriate. If your furniture hasn't arrived by the end of the latest delivery time slot you have been given, please call the Home and Retail Contact Centre on 0208 759 0099.

15. Once I have booked a delivery, can I change my delivery date?

If you submit your preferred delivery date then subsequently find that you need to change it, please call the Home and Retail Contact Centre on 0208 759 0099.

16. How do I know my delivery has been booked and will take place?

Following the completion of your online booking, you will receive email and text message confirmation of the booking date. The working day prior to the booked delivery date, you will receive an email and text message from us which confirms an estimated two-hour delivery time slot.

17. There is a problem with the furniture I have received.

If you notice a problem with your furniture after our delivery technicians have left your property, please contact your retailer.

18. Some items that I ordered have not been delivered.

If you notice that there are missing items after our delivery technicians have left your property, please contact your retailer.