Website FAQs

What can we help with?

How much does delivery cost?
Option Cost Delivery Time
UK - Standard £2.99 2-5 working days
UK - Express £4.99 1-2 working days. Next day (Mon-Fri) if ordered before 9am (excluding large rugs)
Northern Ireland - Standard 4.99 for first 10kg + £5 for each additional 10kg 3-5 working days
Scotland Highlands - Standard £8.99 3-5 working days
UK Offshore - Standard £8.99 3-5 working days
Ireland - Standard £7.99 for first 5kg + £5 for each additional 5kg 3-7 working days
France - Standard £7.99 for first 5kg + £5 for each additional 5kg 3-7 working days
Germany - Standard £7.99 for first 5kg + £5 for each additional 5kg 3-7 working days

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When will I receive my order?

Our Standard delivery service is 2-5 working days. For Express delivery, any orders placed before 9am will be dispatched the same day. Delivery will be the next working day. Orders placed after 9am will be delivered in 2 working days. Please note our Express delivery does not include weekends. If you place your order after 9am on a Friday, it will be delivered on the following Tuesday.

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How can I track my delivery?

We will email you to notify that your order has been dispatched. You should also receive an email from the courier with tracking information.

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Can I cancel my order?

We aim to dispatch orders quickly to reduce the time you are waiting for your parcel. This means that your order may have been dispatched before we receive your cancellation request. We may be able to cancel your order, however we cannot guarantee this.

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Can I add to my order?

We aim to dispatch orders quickly to reduce the time you are waiting for your parcel. It may be possible to amend an order, however we cannot guarantee this.

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Can I change my delivery address?

We aim to dispatch orders quickly to reduce the time you are waiting for your parcel. It may still be possible to amend the delivery address after dispatch, however this cannot be guaranteed. Please speak with a member of our team.

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Do you offer international shipping?

We are excited to announce that we now ship to Ireland, France & Germany. We expect more countries to be available soon!
Prices start from £7.99 for first 5kg plus £5 for each additional 5kg.

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My order has a missing item?

Rugs may be sent separately to the rest of your order and therefore may be delivered at a different time. If you believe you are missing any items from your order, please contact our team.

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What is your returns policy?

Customers wanting to return items must notify us using the query form below. Returns cannot be accepted without prior notification. Please click here to go to the form.

You are required to send items back to us at your own cost via a courier if the items do not suit your requirements. This is including items that are not suitable, wrong size ordered or not the same as on the website.

Customers must keep safe a valid postage receipt including parcel weight for all return parcel enquiries. A valid postage receipt including tracking number must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt which includes with us, Royal Mail or any other courier service used. It is the responsibility of the sender to open a claim for any parcel’s lost in transit with the courier. Customers are required to email us this tracking number once posted so we can issue the refund.

Items must be complete, unused, and in 'AS NEW' condition (eg if you have opened the box to examine the product it must have been done so without damaging the box and packaging or damaging the product in any way) and must be re-packaged as received.

All items sent back to us via post must be within the 14 days policy and can be sent to:

Online Home Shop Returns
Pinmill House
Priestley Road
Wardley Industrial Estate
Worsley
M28 2LX

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How do I return my order?

Customers wanting to return items must notify us using the query form below. Returns cannot be accepted without prior notification. Please click here to go to the form.

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My product is faulty, how can I return it?

If you have received an incorrect item or your item is faulty, please fill in the contact form below and we will resolve this for you. Please click here to go to the form.

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Can I exchange my product?

We do not currently offer an exchange facility. If you return the unwanted item, we will refund you. You can then re-order the product you need.

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Do you refund the delivery cost?

If you return your entire order, a full refund including the delivery charge will be issued for you.

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How long does it take to receive my refund?

Once a refund has been processed, this will be confirmed in email by our team. Refunds normally show back in your balance in 3-5 working days.

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How do I reset my password?

If you have created an account with us previously, you can reset your password by clicking here.

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Why can’t I login to my account?

Provided that you created an account with us and didn't use our Guest Checkout, you should be able to login to your account. Please try to reset your password by clicking here.

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Can I exclude invoices from my order?

Unfortunately we cannot exclude individual invoices from orders as this is how our warehouse pack the order.

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Where can I get a copy of my invoice?

If you created an account with us before you placed your order, you should be able to log in to your account and see your invoice in the orders section. If you used guest checkout, please contact our customer service team and we can send a copy of the invoice over.

Still need help?

  • Email us

    Fill in the form or email us on customerservice@onlinehomeshop.co.uk and we'll get back to you within 48 hours.

  • Call us

    0161 794 9213
    Lines open Monday - Friday 9-5pm

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