Shopping with us

Customer Service

What you can expect in terms of:

  1. Shipping and Delivery
  2. Cancellation, Returns and Replacements
  3. Viewing Orders
  4. Updating Account Information
  5. Complaints
  6. Payments

Shipping and Delivery

Delivery Cost
Delivery costs may differ from unrelated suppliers and for different items.
The total amount you are going to be charged for delivery will be shown on the checkout page.
All delivery charges can be reviewed prior to completing your purchase on the checkout page, so please look carefully. If you purchase items from more than one supplier, even within the same transaction, you will be charged for delivery from each supplier at the rates shown.
Delivery Times
Suppliers are expected to dispatch items within 3 working days of your order as per our Terms and Conditions. This means that you should receive items between 3 to 12 business days after your order, depending on delivery method which will be detailed on your confirmation of purchase. If you don't receive your order within this time, please contact the supplier to let them know. Supplier address and contact details are provided on the purchase confirmation email.
You will receive an email from the supplier to notify when your order has been dispatched.
If you have purchased a service from a supplier,you will be contacted by the supplier within 5 working days to arrange delivery of that service.

All delivery options are subject to availability and working days excluding public holidays which your supplier will detail on purchase confirmation. On rare occasions, we may need to deliver items outside the published time windows. Our suppliers may not always be able to guarantee delivery within our usual timescales to a small number of remote rural areas. Please note that we reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO Box. If this affects an order you place, the supplier will notify you as soon as possible.

Cancellation, Returns and Replacements

What if I change my mind?
If an order has already been dispatched, it will be unable to cancel and it will be a return. If an order is cancelled before dispatch it can be refunded at no extra cost.

What if my order hasn't arrived?
The supplier will advise of delivery time scales at the point of order in line with our terms and conditions and time scales will vary outside the UK.
If you have not received your order after the expected delivery time please use your tracking details if they have been provided or contact your supplier quoting your order number and item details. If you are not happy with the response please contact our Customer Service team again quoting your Order Number, item details and supplier information to help the support team deal with your request as quickly as possible. You can email at

What if I haven't received everything I ordered?
Check tracking details in case they have been sent separately.

What if there's a problem with a delivery I've received?
If a fault or damage is noticed straight away refuse delivery as the item will then be returned direct to the supplier, please also inform the parcel has been returned and why as it may not be the supplier fault and they can resolve quicker for you. If notice once delivery taken ……….

What if I have been sent the wrong items
If items have been supplied in error please contact our Customer Service team, quoting your Order Number, and they will arrange for return of the incorrect items and for the correct items to be sent to you. You can contact our Customer Service team by email at

How to return an item
To return an item, you need to send it back to the supplier who you bought it from. Supplier address and contact details are provided on the purchase confirmation email.
Please pack the item securely, and post direct to the supplier. For your own protection we recommend that you use a recorded-delivery service.
This returns policy does not affect your statutory rights. For further advice contact our Customer Service team by email at
You will be refunded the full cost of purchase (including delivery) on receipt of the returned goods by the supplier. You will, however, be responsible for the costs of returning the goods to them (unless these goods are faulty or have been delivered by the supplier in error).

When do I get my refund once I've returned an item?
Check terms and conditions

Viewing Orders

You can view all you orders by going to My Account. You can do this as follows:
If not already logged in:

  • Click on the Login link in the top right corner of the screen
  • you will be prompted to log in using the email address and password that you have saved with your account.

Once logged in:

  • click on the My Account link in the top right corner of the screen.

Once you get to your account page, a list of all of your orders will be presented. Click on the View Details link for the order you want to view to see order details.

Updating Account Information

As a Home Renovation Centre customer you can update your account information at any time. Whilst you are logged in you will see the welcome note and my account on the top left hand side of the screen. In this section you will be able to view and update :

  • Order History
  • Product Reviews
  • Edit my Profile
  • Change email address
  • Change Password


If you are not happy with any aspect of the Home Renovation Centre, we would like to hear from you so that we can deal with any problems or issues that you have. Please contact our Customer Service team by email at


A PayPal account is the only form of payment to purchase through the home renovation centre, you can set your PayPal account to automatically use a bank account and Debit card as a payment backup.
Cash, Cheques or direct bank transfers and postal order cannot be used. You should read the item description carefully before you buy.

  • Advantages of different payment methods;

  • PayPal lets you send payments quickly and securely online using funds direct from your PayPal account. It is traceable and you can track the status of payment using your PayPal account. Payment is immediate and convenient.
    You can use funds directly from your PayPal account or from your bank account and bank debit card verified as attached. The use of PayPal means the seller does not see your card number therefore limiting unauthorized use. Note: If you have a PayPal question, please contact PayPal Customer Support.