Delivery, Shipping and Returns
Click and Collect
Click and Collect service is available at our store locations. Customers whose UK postcode and registered address is within the geographical region of the service will be able to choose Click & Collect on the Delivery checkout page.
The standard Click & Collect service is available for orders placed before 11pm on the day before collection. If you wish to cancel your order after 11pm on the day before collection please ring our store contact centre on 01902 421200.
Delivery and Shipping
All parcels are shipped using our couriers Royal Mail, UK Mail and DPD. Orders placed before 2pm will be dispatched same day. Orders placed after 2pm may be dispatched on the next working day. Pricing of delivery shall be charged at the time of check out according to the shipping weight of the items and order amount. We shall send all parcels to the registered delivery address or delivery address provided when the order was placed by you.
The following delivery charges apply for UK mainland standard and first class deliveries:
|Weight||1st Class (Next Day*)||Guaranteed Next Day by 1pm*||2nd Class|
|1,001g – 2,000g||£5.55||£11.00|
*Whilst Royal Mail 1st Class aim to deliver 93% of 1st Class parcels the next working day, they are unable to provide a guaranteed service. However, we also offer guaranteed next day delivery by 1pm for your preference. For guarenteed by 1pm, please place orders before 11AM.
|2,001g – 5,000g||£6.99|
|5,001g – 30,000g||£9.99|
30,001g - 50,000g£19.99
Orders including perishable items will only be delivered between Tuesday and Friday. Therefore, an order placed between Friday and Sunday will be dispatched on the following Monday for Tuesday delivery. For orders with non-perishable items, we aim to dispatch the order within 24 hours.
International deliveries are currently not accepted. In such a case where the order address is outside of the UK, the order will not be dispatched and not charged for.
We will require for the products to be signed for on delivery by an adult of the age of 18 and over, and it will be taken that consent has been given to this person to sign and take collection of the goods. If in any circumstances the courier service provider confirms a delivery time with yourself and nobody is available at the agreed time, then the goods may be returned to us and we are entitled to charge you for any perishable goods and a return to sender delivery charge of £5.
If the courier company attempts to deliver your order to the delivery address provided by yourself, but nobody is available to accept the order, a notification of attempted delivery will be left and a second delivery will try to be attempted. In this case, we cannot guarantee the quality of perishable goods in the order. Whilst we attempt to ensure all orders are delivered to the specified delivery schedule, we do not accept any liability if we fail to do so as a result of circumstances being out of our control.
If you have changed your mind regarding an order, you are free to decline any product for any reason (including the price). Cancellation of an order can be made prior to the order being despatched and full responsibility of the cancellation remains with yourself to inform us of it.
We aim to fulfil orders with the upmost quality and service, however, if you change your mind about an order, you have the right to return or cancel some or all non-perishable items on the order. Unfortunately, perishable items cannot be returned or replaced due to the shorter life span.
Goods should be returned unopened by you at your expense with your receipt or other proof of purchase by post or to any Home From Home store within 30 days in original packaging in saleable condition. We cannot accept responsibility for items damaged after delivery to a UK address.
Any refund due will be credited to the purchaser’s card within 7 working days. Any delivery charge will be refunded only where the entire order may be returned (for example, does not include perishable food) and the entire order is returned within 30 days. If returned items were part of a promotional offer or vouchers were used, the amount refunded may be reduced.
All products must be inspected on delivery and you shall advise us of any damaged, incomplete or incorrect orders within 48 hours of delivery. If on delivery it is visible that the products are damaged then this should be noted on the delivery note that is being signed and we shall be advised of this within 48 hours. If we do not hear from you with 48 hours then we shall take it that the goods have been received in full with no problems.
In the event that goods are damaged or incorrectly sent, once notified, we will make any further arrangements to have the goods returned to us and on receipt of them, after examination a refund or replacement shall be arranged. Where applicable the refund will be made into the same payment method used on purchasing the order.