If your order is in stock and we process the charges to your credit card it will be Delivered within 4 To 10 business days from the date of your order - (Delivery may take longer for certain items). We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address that you provide when checking out. If you do not receive tracking information from us within six business days of your order, then please follow up with us at Support@thehomesantuary.co.uk 

**Please note - Not all of our Suppliers supply tracking, They will arrange a delivery date for larger items**

Larger item Deliveries

For larger item deliveries, we use verified third party logistics companies who specialise in large, bulky item deliveries.

For larger, heavier items, customer assistance may be required to help the driver. Delivery is strictly to ground floor only for insurance purposes.

We ask that when receiving a delivery to check the items before the delivery driver departs, to allow easy return in the rare event of damage. If you do not manage to check goods upon delivery, we allow 72 hours after signing for goods for damages to be reported to us - claims for damages outside this period will be rejected.

Once a delivery slot is confirmed by the customer, it is the customer's responsibility to ensure they will be available to receive the goods at the shipping address that is stated on thier order, otherwise a re-delivery charge will apply.

Please be aware it is the customer's responsibility to check that any orders will fit through doorways, stairwells and staircases. If you are in any doubt, please contact our team prior to delivery who can advise. A delivery charge will need to be applied should our team need to return an item or use more specialist equipment than the standard two-man crew.

Due to the weight and size of some of our products, once the team arrive, it is the customer’s responsibility to move any pets and minors out of harms’ way during the installation for safety reasons. 

Upon receipt of the goods, it is the customer’s responsibility to check over the order to ensure it is in good condition. We take full responsibility for any damage found during inspection only upon delivery.

Where do we deliver?

We deliver FREE to anywhere in the mainland UK (United Kingdom) but there may be additional charges for the ‘Scottish Highlands’

If your address is outside of the UK mainland please contact us for a delivery quote by email support@thehomesanctuary.co.uk

RETURNS

If you are not entirely satisfied with your purchase then we are here to help and so if you are not satisfied with your purchase, you can return it.

To be eligible for a return, you must inform us via email at Support@thehomesanctuary.co.uk within 14 days from the date of delivery recorded by our carriers. Once we have your returns request, our customer services will email you a returns reference number and advise how to return the item.

Please Note: Goods without a mailed Returns reference number will not be accepted.

We reserve the right to charge up to 50% repackaging fee for item(s) that need repackaging, deductible from your refund. The item must return to us in a resaleable condition, unused and with the correct packaging.

We sell a number of our items of which are 'antique reproductions' and have been deliberately and professionally distressed and aged for an authentic look. With this, comes imperfections and fading as part of the design process. These are deliberate effects to the styling of the furniture. Please also be wary that colours may vary slightly from the colour tones shown in the pictures contained within our website or on differing electronic screens.

When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts list to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer's instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced trades people to install our products.

Items that are returned to us with transit damage from a courier organised by the returning customer will be unable to be refunded. We encourage customers returning to take out transit insurance where possible to avoid disappointment
should this happen. All items are quality control checked when returned before a refund is to be processed.

DAMAGED IN TRANSIT

Checks are performed prior to dispatch to make sure the quality of your purchase is in perfect order. However sometimes damage can occur in transit.

We ask that items are checked at the point of delivery and returned with the delivery company if damages are noticed. We also encourage to sign for the items as damaged if possible.

We understand that damages can't always be spotted in full at the point of delivery, so we allow 72 hours for you to notify us of any noticed damages.

If the damage is noticed within this period and has not been sent back with the delivery driver, then please kindly contact us by email at support@thehomesanctuary.co.uk stating the order number and the details of the product so we can assist you further.

Where possible we will work with you on a solution. Be it sending a furniture repair specialist to repair your item on site. A partial refund, or to arrange a free collection of damaged goods. Once we have received the returned item, a replacement (stock dependent) will be arranged at our expense.

Whilst it is rare for damages to occur, we sincerely appreciate your patience and understanding in working with us to help get a successful outcome for our customers.

Please note that damage reported outside of the 72 hour period following delivery will be unable to be investigated or resolved.

FAULTS OR MISSING PARTS

Whilst quality control checks are performed prior to dispatch, on rare occasions a product may be found to have a fault.

Faults are where the product is not fit for its intended purpose. (If your item is found to be damaged on delivery, please refer to our damaged section).

Please kindly contact us at here and be clear as possible as to the issue and provide multiple images to assist us with the issue. We can then liaise with the manufacturer or supplier to get
replacement or missing parts dispatched to you as soon as possible.

Where possible we will send a furniture repair specialist to repair your item. Where this is not possible we will arrange for a collection of the faulty product and a replacement item to be sent.

CANCELLATION

If you are a UK resident you can cancel your order within 14 days

Where goods have already been dispatched, you shall send back the goods without undue delay and in any event, they must arrive no later than 14 days from the day on which you communicate your cancellation of the order. The deadline is met if you send back the goods before the period of 14 days has expired. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance.

Please note that cancellation of products that has been dispatched will incur a cost. The
cost of returning the goods will be deducted from the refund of the purchase price if a collection is arranged by us thehomesanctuary.co.uk. This collection cost is to cover lost expenses charged by our delivery companies.

If you have ordered the wrong product by mistake, then please contact us at Support@thehomesanctuary.co.uk and we will do our best to cancel the order before the payment and order has been processed from our side.

REFUNDS

Your refund will be processed within 14 days of your item being received or cancelled.

All refunds will be made to the original method of payment only.

You will be notified by email when your refund has been processed.

Please note, that depending on your financial institute, the time taken for the refunded amount to reach your account can vary and this is something that we are unable to control. Usually, refunds are received within 2-3 days of processing. Made to order or custom products are not eligible for Return.