faqs

Delivery and Ordering

As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

Yes. More often than not we can communicate a chosen delivery date that suits you via our couriers, provided enough notice is given to us. In most instances we will provide a tracking order which will allow you to reschedule deliveries with the delivery company if required, to a day that suits you

Quite often our couriers produce a tracking code which we can pass onto our customers to allow them to track progress. If the order has been dispatched via our specialist furniture delivery company, tracking is not always available. Please feel free to ask us for more information.

We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order. In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order. If you need help placing an order, please contact us at support@thehomesanctuary.co.uk and we will gladly assist you. 

Unfortunately, if your order has already been sent out to one of our 3rd party delivery providers it is unlikely that we will be able to change the delivery address. Please though do get in touch with us at support@thehomesanctuary.co.uk and we will do our best to help.

We sell a number of products, some of which are produced and sold from a number of suppliers. 
We try to include as many products as we can into the same parcel, but this is not always possible. Please wait an extra day or so for the other items to arrive, if this does not happen then please contact us at
support@thehomesanctuary.co.uk

RETURNS & DAMAGED ITEMS

What is your refund policy

Please see our returns policy found here

In the unlikely event that your purchase(s) are damaged in transit, please firstly refuse to sign for the item and send it back if it is visibly damaged before accepting delivery. If it is only noticeable once opened, please send us an email with photographic evidence. We will then arrange collection and a replacement with you. Damages must be reported within 72 hours of receipt of delivery.

General

As we sell so many different products, we have more than one warehouse. Some of the products are distributed from our own
warehouse, whilst others are crafted & shipped by experts from their own workshops, located up and down the country.