At Home Base Sales Shop, we are dedicated to bringing you exquisite home furnishings, elegant flooring solutions, and beautiful decorative accents to help you create the perfect living space. We understand the importance of a smooth and transparent shopping experience, which is why we have crafted clear policies for shipping and returns. Please read the following information carefully.
Shipping Information
We are committed to processing and dispatching your carefully curated order as quickly as possible.
Order Processing Time: All orders are processed within 1-2 business days after payment confirmation. Orders are not processed or shipped on weekends or public holidays.
Shipping Methods & Delivery Times:
- Standard Shipping (£12.95): Shipped via DHL or FedEx.
- Delivery typically occurs within 10-15 business days after dispatch.
- Free Shipping: Available on all orders over £50, shipped via EMS.
- Delivery typically occurs within 15-25 business days after dispatch.
Please Note: The above delivery times are estimates and may be subject to slight delays due to customs procedures, public holidays, or other factors beyond our control. We ship globally, with the exception of parts of Asia and some remote regions.
Our Returns & Exchange Promise
Your complete satisfaction is our priority. If you are not entirely happy with your purchase, we offer a straightforward returns and exchange process within a generous timeframe.
Returns Timeframe: You may return most items within 15 days of receiving your order.
Condition of Returns: To be eligible for a return or exchange, items must be unused and in the same condition you received them. They must be in the original packaging with all tags and accessories included.
Non-Returnable Items
For reasons of health, hygiene, and due to their customised nature, the following items cannot be returned or exchanged unless they are faulty:
- Flooring Samples (as they are small, open samples)
- Opened or used Flooring Tools & Accessories
- Any personalised or custom-made items (including custom-cut tiles and flooring)
- Items purchased on clearance or sale
How to Return an Item: A Step-by-Step Guide
- Contact Us for Authorisation:
- Email our customer service team at [email protected] within 15 days of receiving your order.
- Include your order number and details about the product you wish to return.
- We will respond within 2 business days with a Returns Authorisation (RA) Number and specific instructions.
- Package Your Item Securely:
- Please repackage the item securely in its original packaging, including all accessories, labels, and documentation.
- Ship the Item Back:
- Ship your return to the address provided in your authorisation email. We strongly recommend using a tracked shipping service for your protection.
Important: Returns will not be accepted without a prior Returns Authorisation Number. Please do not send returns directly to our business address at 48 Somers Rd N, Portsmouth, as we cannot process them from there.
Return Shipping Costs
- The customer is responsible for the cost of return shipping unless the item is faulty or we made an error with your order.
- Original shipping fees are non-refundable.
Refund Processing
Once we receive and inspect your returned item to ensure it meets our policy conditions:
- Your refund will be processed to your original payment method within 5-7 business days.
- You will receive an email confirmation once the refund has been processed.
- Please allow an additional 3-10 business days for the refund to be posted to your account, depending on your bank or card issuer’s processing times.
Exchanges
To exchange an item for a different size or colour, please follow the standard return process outlined above. Once we receive and process your return, we will ship the replacement item to you. Alternatively, you may wish to place a new order for the desired item and return the original purchase for a refund.
Damaged or Faulty Items
If you receive an item that is damaged or faulty, please contact us immediately at [email protected]. Please include your order number and clear photographs of the damage or fault. We will promptly arrange for a replacement or refund and cover all associated shipping costs.
Contact Us
If you have any questions about our Shipping or Returns policy, please do not hesitate to contact our friendly customer service team.
Email: [email protected]
We aim to respond to all enquiries within 2 business days.