At Housing Units Furniture Store, we are dedicated to helping you create a home that reflects your personal style and comfort. Our policies are designed for clarity and fairness, ensuring your journey with us is seamless from delivery to satisfaction.
Shipping Information
We deliver to most global destinations (excluding parts of Asia and certain remote regions). Our goal is to get your carefully chosen items to you safely and efficiently.
Order Processing
Please allow 1-2 business days for us to process your order before it is dispatched from our warehouse.
Shipping Methods & Delivery Times
We offer two reliable shipping options to suit your needs:
- Standard Shipping (£12.95): We ship via trusted carriers like DHL or FedEx. Delivery typically occurs within 10-15 business days after dispatch.
- Free Shipping: For orders over £50, we offer free shipping via EMS. Delivery typically occurs within 15-25 business days after dispatch.
You will receive a tracking notification via email once your order is on its way.
Our Returns & Exchanges Promise
We understand that sometimes an item may not perfectly suit your space. For your peace of mind, we offer a 15-day return or exchange period, starting from the day you receive your delivery.
To be eligible, the item must be in its original, unused, and resalable condition, with all original packaging, tags, manuals, and accessories intact.
Important Note on Non-Returnable Items
Due to hygiene, safety regulations, and the bespoke nature of certain products, the following items from our range cannot be returned or exchanged unless they are faulty (covered by warranty):
- Bio-Ethanol Fires (due to fuel residue and strict safety regulations).
- Bathroom Towels & Bedding (for hygiene reasons, unless the sealed original packaging is unopened).
- Mattresses from our All Mattresses category.
- Any made-to-order or customised items.
We kindly ask you to inspect all other items (such as Armchairs, Bed Frames, Ceiling Light Shades, or Bedside Tables) carefully upon delivery.
Step-by-Step Return or Exchange Process
Step 1: Initiate Your Request
Within 15 days of delivery, please contact our Customer Care team to start the process. Provide your order number and item details.
- Email: [email protected]
- Subject Line: “Return/Exchange Request – Order #[Your Order Number]”
Step 2: Receive Your Return Authorisation
We will respond within 2 business days with a Return Merchandise Authorisation (RMA) number and detailed instructions for packaging and shipping. Please do not send items back without this RMA number.
Step 3: Package and Ship Your Return
Securely repackage the item in its original packaging with all parts included. Affix the provided return label (if applicable) and clearly mark the RMA number on the box.
Return Shipping Costs:
- Our Error or Faulty Item: We will cover the return shipping costs.
- Change of Mind: The customer is responsible for the return shipping costs. We recommend using a tracked and insured service.
Step 4: Our Inspection & Your Resolution
Once your return arrives at our warehouse (address below), our team will inspect it within 3-5 business days.
- For Exchanges: We will dispatch your replacement as soon as possible, with shipping based on your original order terms.
- For Refunds: We will process your refund to the original payment method used.
Refund Timeline & Method
Once your return is approved, your refund will be processed automatically.
- Credit/Debit Card (Visa, MasterCard, JCB): Refunds typically appear in your account within 5-10 business days after processing, depending on your bank.
- PayPal: Refunds typically appear in your PayPal account within 3-5 business days.
You will receive an email notification once the refund has been issued.
Damaged or Faulty Items
If your item arrives damaged or is faulty, please contact us immediately (within 48 hours of delivery) at [email protected]. Please provide your order number and clear photographs. We will arrange a swift replacement, collection, or repair at no cost to you.
Need Further Assistance?
Our UK-based customer care team is here to guide you. We are committed to resolving any issues with the same care and attention to detail that goes into curating our collections.
Email: [email protected]
Postal Address for Returns:
Housing Units Furniture Store, Returns Department
64 Wharf St S, Leicester, GB LE3G 3YZ, United Kingdom.