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Shipping Information
Order Processing Time: 1-2 business days
Delivery Options
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after dispatch | £12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after dispatch | FREE (Orders over £50) | EMS |
Please Note: We ship worldwide, excluding some Asian countries and remote locations. Delivery times are estimates and may vary depending on your location and customs processing.
Returns & Exchanges Policy
Important: You have 15 days from the delivery date to initiate a return or exchange request.
Our Returns & Exchanges Process
Step 1: Review Eligibility
Before initiating a return, please ensure:
- The item is in its original condition, unused, and in the original packaging
- All tags, labels, and protective coverings are intact
- You have your original order confirmation or proof of purchase
Step 2: Initiate Your Return or Exchange
To start the process, please email our customer service team at [email protected] with the following information:
Returns/Exchanges Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Homebase Shop Team,
I would like to request a [return/exchange] for my order #[Your Order Number].
Product Details:
– Product Name: [Product Name]
– Quantity: [Quantity]
– Reason for Return/Exchange: [Please provide details]
Preferred Resolution:
[ ] Refund
[ ] Exchange for [Alternative Product if applicable]
Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Homebase Shop Team,
I would like to request a [return/exchange] for my order #[Your Order Number].
Product Details:
– Product Name: [Product Name]
– Quantity: [Quantity]
– Reason for Return/Exchange: [Please provide details]
Preferred Resolution:
[ ] Refund
[ ] Exchange for [Alternative Product if applicable]
Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
Step 3: Wait for Authorization
Our team will respond within 2 business days with:
- Return authorization
- Shipping instructions and return address
- Return shipping label if applicable
Step 4: Ship Your Return
Once authorized, please package the item securely in its original packaging and ship it to the address provided. We recommend using a tracked shipping service.
Refund Information
Refund Processing Time
Once we receive and inspect your returned item:
- Refunds are processed within 5-7 business days
- You will receive a confirmation email once your refund has been processed
Refund Method
Refunds will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
- PayPal: 3-5 business days to appear in your account
Please Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the cost of shipping the replacement item to you.
Non-Returnable Items
For health, safety, and quality assurance reasons, the following items cannot be returned or exchanged:
- Flooring Samples – Due to their nature as small, opened products
- Self Adhesive Tiles – Once the adhesive backing has been exposed or used
- Opened Tiling Adhesive Grout – For health and safety reasons
- Custom-cut or Made-to-Order Items
- Clearance or Final Sale Items (clearly marked at time of purchase)
Damaged or Incorrect Items
If you receive a damaged item or incorrect product, please contact us immediately at [email protected] within 48 hours of delivery. We’ll arrange for a replacement or collection at no cost to you.
Need Help?
Our customer service team is here to assist you with any questions about shipping, returns, or exchanges.
Email: [email protected]
Address: 85 George St, Manchester, GB M3M 5LH
We typically respond within 1-2 business days.
Thank you for choosing Homebase Shop for your flooring and home improvement needs. We’re committed to making your shopping experience as smooth and satisfactory as possible.