Frequently asked questions

If you have a query about Homefords, you might find the answer here in our frequently asked questions. If you can’t find what you’re looking for, get in touch.

PART 1: Payments and Orders

We’re committed to offering the best products at the lowest prices. Even our minimum order is low – only £100.

Payments can be made via Stripe (which allows all major credit and debit cards (Visa, Mastercard, Maestro and American Express), as well as BACs.

Credit card payments are sometimes refused during the checkout process for a variety of reasons. If, for whatever reason, your payment did not go through, the order will not be dispatched and you’ll need to try again. You could try a different payment method or switch to a different website browser. If the payment is still being refused, don’t hesitate to get in contact with us and we’ll work through the problem with you.

For payments via Stripe, the funds will be removed from your account when placing your order. For BACs payments, the funds will leave when you make the bank transaction. The order will then be processed and your delivery dispatched.

A confirmation email is sent after your order is placed, outlining all of the details of the purchase.

It’s a good idea to double check this email to make sure all of the information is correct, so that any errors can be quickly amended before it is dispatched.

When the order is dispatched, a further email will be sent with the delivery and tracking information.

Unfortunately, we are unable to take phone orders due to security reasons. Placing an order over the internet is actually far more secure than over the phone, since all data is encrypted and we never actually handle your sensitive information.

Payment gateway Stripe will deal with all of your credit card and debit card details (even if you did not select them as your payment method) as they are a trusted and fully certified payment provider. All we receive is the payment itself, which is the most secure method of conducting the transaction.

Providing the order has not yet been dispatched, yes. You can cancel orders. To find out whether your order has been dispatched or not, simply log into your Homefords account, click on the Order history tab and locate the correct order from the list. It will indicate the status of the order next to its name.

Unfortunately, we cannot cancel orders which have already been dispatched, which is why it’s important you double check the details of all orders in the confirmation email we send you immediately after making the purchase.


Part 2: Returns, Refunds & Exchanges

Please refer to our returns policy for more information.


Part 3: Delivery & Shipping

Unfortunately, we are not able to offer a specified delivered date at this time. With that in mind, we strongly urge you to pay attention to the availability of a product when purchasing it and make sure you will be at home for its delivery. Products which are currently in stock normally take between three and five working days to arrive at your door.

We’re aware that this can cause disruption to your working schedule, so we do offer a service whereby the order can be delivered to your workplace or an alternative address. This enables you or one of your colleagues to sign for the delivery and precludes the necessity of having to rearrange it for another day – but be mindful to tell your colleagues at reception that you’re expecting a package on that day, so that they don’t accidentally turn it away.

We pride ourselves on our impeccable success rate in the delivery of all of our orders. However, occasionally problems do arise when it comes to delivery and in our experience, these tend to be more common with residential rather than businesses address. With that in mind, we would recommend that you arrange the delivery of all orders to your workplace rather than your home.

We do require a signature on all of our orders, yes.

Orders to mainland UK typically arrive between 2 to 6 days.

Yes. If you would like a quote for delivery, please get in touch by email at We would need to know your order and the delivery address so we can calculate the shipping costs. 

Orders are typically delivered via Dynamic Parcel Distribution (DPD).

Yes. After placing your order, you will be sent a confirmation email containing a tracking number. You can track your order via the Dynamic Parcel Distribution (DPD) website.

The checkout page of our website will automatically notify you if your order qualifies for free delivery. This applies to all deliveries for mainland UK, but addresses in the Highlands, Islands of Scotland, Northern Ireland, Isle of Man and Isles of Scilly will incur an additional fee. If you think you should be eligible for free delivery but our website is not recognising that fact, please get in contact with us and we’ll help work through the problem.

Unfortunately, we’re currently not set up to give tours of the warehouse.


Part 4: Technical Issues

If you have a voucher code and it’s not being accepted by our website, get in contact with us and we’ll do our best to rectify the problem.

It’s possible to create an account either before making a purchase or at the checkout stage. Alternatively, you can also place orders as a guest. If you wish to create an account but the website won’t let you do so, get in touch with us and we’ll get to the bottom of it.

The most common problem when placing orders is due to older browsers. Due to the rapid evolution of modern technology, some older browsers may not be compatible with our checkout system. Try downloading the latest version of Google Chrome and try placing your order again. If you’re still experiencing problems, get in contact with us and we’ll help you resolve the situation.


Part 5: Product Queries


Part 6: VAT

VAT is not included in the quoted price for each product – but will be charged on all order at the current British VAT rate at the time the order was placed.

Immediately after placing your order, you will receive a confirmation email which will include a VAT invoice. This will give a detailed breakdown of the total amount paid, the VAT payable and British VAT rate at the time of purchase. For any business or individual looking to reclaim their VAT, this invoice will suffice.

Due to the nature of our website, we’re currently not able to allow you to purchase products without VAT for exportation. However, we do provide a refund system after delivery of the products so that you can reclaim the VAT retrospectively.

Simply check your order after delivery and ensure no products need to be returned, then get in touch with us, provide your name and order details, and proof of export. We will then refund the VAT on the product. If you have any questions or concerns regarding this policy, do not hesitate to get in contact.

N.B. If you intend to export products purchased from Homefords outside of the EU, you will be the legal importer of record and as a result, you must ensure you fulfil all of the legal obligations of the country to which you are importing.

Immediately after placing your order, you will receive a confirmation email which will contain all of the relevant information about your order. This includes the VAT information and will suffice in the event that you wish to claim the VAT back.


Can’t find what you’re looking for? Get in touch to ask us a question.

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