Frequently Asked Questions

Welcome to our FAQ page! Here, you’ll find answers to some of the most common questions we receive. If you don’t find what you're looking for, feel free to reach out to us.

1. How long do I have to return an item?

You have 30 days from the date of delivery to return an item. Returns requested after this period will not be accepted.

2. What conditions must be met for a return to be accepted?

To be eligible for a return:

  • The item must be unused and in its original condition
  • It must be returned in the original packaging
  • You must provide proof of purchas

3. How do I start a return?

Email us at info@shoohomes.com with:

  • Your order number
  • A short explanation of the issue
  • Photos if the item is damaged, defective, or incorrect
    We’ll respond with return instructions once approved.

4. Do I have to pay for return shipping?

Yes, customers are responsible for return shipping costs unless the return is due to a fault on our end (e.g., wrong, damaged, or defective item).

5. Is the original shipping cost refundable?

No, original shipping charges are non-refundable unless the item was delivered damaged, defective, or incorrect.

6. How long does it take to receive my refund?

Refunds are processed within 10 business days after we receive and approve your return. Please allow additional time for your bank or card issuer to complete the transaction.

7. What should I do if I receive a damaged, defective, or wrong item?

Contact us immediately upon receiving the item. Include:

  • Your order number
  • Clear photos of the issue
    We’ll investigate and offer a refund, exchange, or replacement.

8. Can I exchange an item?

We do not offer direct exchanges. If you want a different item, return the original (if eligible) and place a new order separately.

9. What items are non-returnable?

We do not accept returns on:

  • Custom or made-to-order items
  • Gift cards
  • Items classified as hazardous or containing flammable liquids/gases

10. What if my parcel is lost in transit?

If your package is lost and the correct address was provided at checkout, we’ll replace it at no extra cost. If you prefer a refund, we may wait up to 30 days for courier confirmation before issuing it.

11. Where do you ship?

We currently ship exclusively within the United Kingdom. International shipping is not available at this time.

12. How long does it take to process an order?

Orders are processed within 1 to 2 business days (Monday to Friday). Orders placed after 4:00 PM (GMT) will be processed on the next business day.

13. What is the delivery timeframe after dispatch?

Once shipped, delivery typically takes 2 to 4 business days (Monday to Friday). Please note that transit times may vary due to postal delays, weather, or seasonal volumes.

14. Do you charge for shipping?

No, we offer FREE standard shipping on all UK orders. There are no hidden fees or minimum order requirements.

15. Do you ship on weekends or holidays?

No, we do not process or ship orders on weekends or public holidays. Orders are only handled Monday through Friday.

16. Will I receive tracking information for my order?

Yes, after your order is shipped, you’ll receive an email with your shipping confirmation and tracking number so you can monitor your delivery status.

17. What should I do if my package hasn’t arrived on time?

If your order hasn’t arrived within the expected 2–4 business days, please allow an extra 1–2 business days for courier delays. If it still hasn’t arrived, contact us at 📧 info@shoohomes.com or 📞 +44 7908 788188.

18. What happens if I entered the wrong shipping address?

Please double-check your address before placing your order. Shoohomes is not responsible for delays or failed deliveries due to incorrect or incomplete address details provided by the customer.

19. What should I do if my package is damaged or lost?

If your order arrives damaged or is lost in transit, contact us within 3 business days of delivery or the expected delivery date. Include photos of the damage, if applicable. We’ll investigate and arrange a replacement or refund.

20. In what currency will I be charged?

All prices are listed and charged in British Pounds (GBP). Your order will be processed in GBP at checkout.

21. What types of products do you sell at Shoohomes?

We specialize in stylish, functional, and quality home products designed to elevate your everyday living experience. Product categories may include furniture, home decor, organizers, and other lifestyle essentials.

22. Do you offer discounts or promotional codes?

Yes! We occasionally run special offers, seasonal sales, and discount codes. Subscribe to our newsletter or follow us on social media to stay updated on the latest promotions.

23. What payment methods do you accept?

We accept a variety of secure payment methods including:

  • Visa, Mastercard, American Express
  • PayPal
  • Apple Pay and Google Pay (where available)

24. Is it safe to shop on your website?

Absolutely. Our website uses SSL encryption and trusted third-party payment gateways to ensure your personal and payment details remain safe and secure.

25. Can I cancel or modify my order after placing it?

Yes, but only if you contact us within 2 hours of placing your order. After that, we may not be able to make changes if the order has already been processed.

26. Do I need to create an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track orders, save your address, and view your order history for faster future checkouts.

27. How do I contact customer support?

You can reach us via:

  • 📧 Email: info@shoohomes.com
  • 📞 Phone: +44 7908 788188
  • Support hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)

28. Can I change the email address or phone number on my order?

If you need to update your contact details, please email us as soon as possible after placing your order. Changes are only possible before the order is shipped.

29. Do you offer gift wrapping or personalized messages?

At this time, we do not offer gift wrapping or custom messages, but we’re working on adding more gift-friendly options in the future.

30. How can I stay updated on new arrivals or restocks?

Sign up for our email newsletter to receive updates on new products, restocks, and exclusive offers. You can also follow us on social media for real-time announcements.