Delivery, Return and Exchange
Homebyauk deliveries are made with the transport services of SCHENKER DACHSER and SEUR. When it comes to furniture and heavy/bulky objects are delivered by carrier.
How much does the shipping cost? Shipping costs vary:
FREE shipping on orders over €199 (Except furniture*)
+30kg: 49€ - Schenker
Palette: 89€ - Schenker
Spain Balearic and Canary Islands
-30kg: 22,95€ - SEUR
+30kg: 99€ - Schenker / Dachser
Palette: 199€ - Schenker / Dachser
How is the delivery made? When a product is in stock and the order is processed before 12h, it is shipped the same day. We ship from our shop/warehouse (calle quart 46, 46001 Valencia).
How to know if a product is in stock? The delivery time and availability is indicated for each product in its website description. Whenever the product is in stock, the delivery time for furniture manufactured in Spain is 3 days and the delivery time for furniture from outside Spain is 4 to 14 days.
Am I automatically notified when delivery times change? We try to inform you when a product cannot be delivered within the specified time. You will be informed by email...
What will happen when I order multiple products with different delivery times? We will wait for the order to be complete so we can ship everything at once. However, we will contact you in case you would like to receive a partial order or wait for it to be completed.
Can I track the status of my order? When an order is shipped, you will automatically receive a package tracking number; so you can know exactly the status of your order and where your package is.
Who delivers my order? All deliveries are made by our transport services (SCHENKEL, DACHSER and SEUR) except those of bulky furniture that are made directly with a private carrier. Your orders will be delivered during the day, to the address you have provided. Tip: We can also deliver your order to your place of work.
How is the delivery of furniture made? The carrier responsible for the delivery of your order will contact you to arrange an appointment. For those furniture of large or heavy dimensions (more than 250cm adding all the sides or being one of them greater than 200cm or with a physical weight greater than 40kg) the deliveries will be with delivery to the portal of your building or to the door of your house but does not include the ascent to your floor.
Are fragile items packed? Fragile goods are wrapped correctly to avoid any kind of deterioration. Our partner transport agency opts for the use of refurbished cardboard by companies that employ people in rehabilitation.
Do I have a question about a feature of an article? If you have any questions about the color, size or appearance of an item, you can contact us by email at [email protected]
Questions regarding order tracking?
If you have any questions regarding the tracking of your order, please note the tracking number sent by email. Please read the delivery information very carefully. If your address needs to be changed or in the event that there is no change of package site for more than 5 days, please contact our customer service by email or phone.
What if I am not at home when the package is delivered?
In the event that you are not at home when the package is delivered to you the first time, your package will be dropped off at the nearest pick-up site. You have 14 days to go get the package, after this time they will send the package back. If they send the package back because you have not picked it up on time, the customer will have to bear the shipping costs of the new package. Therefore, we advise you to look carefully at the tracking of the shipment.
Delivery outside Europe?
The delivery time for orders outside Europe is 4 to 14 days. However, the customs of your country can take up to 30 days to clear your order. If the package is not dispatched after 30 days, please contact our customer service by email or phone.
Pallet delivery with a carrier?
You will always be notified in advance of a pallet delivery. In the event that you were not at home, even if you have agreed with the carrier a day / hour of delivery, the customer will have to assume the costs of a second delivery. These costs depend on the size and number of pallets, but it is an average of 100 euros.
RETURNS AND EXCHANGES
If you are not satisfied with the item(s) received and want to return them, you can make a return by following the instructions indicated below.
You are entitled to a cooling-off period of 14 calendar days, which means that within 14 calendar days including the day of delivery, you can indicate that you wish to return your order.
You will need to contact customer service with your order number and the items you wish to return.
In case of doubt we advise you to contact [email protected] to confirm it with one of our managers.
Please return the package, well protected, with the unused items and in good condition to our store or warehouse in Valencia.
We recommend you to use a reliable transport company since after these days we reserve the right not to accept such a return. You must take care of managing and assuming the shipping costs to return the item(s).
As soon as we receive the product we can assess the item / os and if everything is in good condition, proceed to the refund of the amount.
To be accepted a return, the product must be unused and in the same condition in which you received it. It must also be in the original packaging.
My order is incomplete or damaged, what to do? If something is wrong with the order you received or (part of) your order is damaged, please contact our customer service. Next, we will advise you on how to proceed and help you solve the problem.
It is very important that you review your order as soon as you receive it. We have insurance that covers breakages, but we only have 24 hours to give the notice after confirmation that the package has been delivered. After 24 hours from the delivery of your order, Homebyauk is not responsible for claims for transport incident.
Attention! Important information regarding delivery
. If at the time of delivery you notice that the boxes are hit, it is very important that you write on the delivery note of the carrier: "Box hit, pending review".
. If in the unloading you notice that the box is hit and the product is broken, reject the delivery and write on the delivery note of the carrier: "Box hit damaged product".
Follow the steps below in case of damaged product:
Please send an email with the order number, photos (from step 2) and a clear description of the damage within 24 hours after receiving your package to: [email protected]
In case of incident, you must take photos of the box and the damaged product, send us an email to [email protected] with the photos and the order number.
. Photos of damaged products and packaging
. One or more photos of the damage
. One or more photos of the complete product
. One or more photos of the inside of the packaging, including the packaging material
. One or more photos of the outside of the packaging, including at least one photo in which the transport label is visible.
Wait for confirmation of the claim. We will send you an email within 24 hours to let you know if the claim is complete or if we need more information. If the claim is approved, we will ship a new item to you within 24-48 hours of the claim being approved. In case the item is not in stock, we will notify you of the expected delivery date.
INFORMATION AND CONTENT
Homebyauk reserves the right to modify the commercial offer presented in the online store at any time. At Homebyauk we strive to ensure that the information offered is truthful and without typographical errors. In the event that any error of this type occurs, beyond our control, it will be immediately corrected. If there is a typographical error in any of the prices shown and a customer has made a purchase decision based on said error, we will immediately contact the customer, and both parties will have the right to cancel the purchase without any cost.