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Frequently Asked Questions

You have been directed here because you have ordered from us and have a question.
Below is a list of the most commonly asked questions. We hope we have covered everything you need to know below,  but just in case we haven't and you have any further questions, our opening hours are: Monday-Friday 9am-6pm, and Saturdays 10am - 4pm. For your convenience we recommend contacting us via Email, Messenger or Whatsapp. 
 
 
How will I know when my item will be delivered? 
Our new weekly order update texts and emails mean that you'll always be kept in the loop and should not need to contact us for an update. We will send you a text and email every week with your order status. You can also track your order status 'live' at any time by clicking on your order confirmation email, sent to your email the day of ordering, and follow the instructions. 
 
Do I need to assemble my items?
Almost all of our pieces are fully assembled, however if you have ordered an item you think will need assembly, you can check on the items product page. If you do need assembly, we can absolutely do this for you when pre booked and paid for in advance of your delivery,
 
Can I get an exact delivery date?
As soon as your order has arrived with our courier, you will receive a sms message and email to let you know! The courier will then book a delivery date with you directly. We cannot give you an exact delivery date and no delivery date can be confirmed until this time.
 
Can I come and collect my furniture? 
We do not offer a click and collect service.
Do you offer a protection plan? 
Yes! We can offer protection for anything from mirrored furniture to upholstery! For further information contact us by email at: customerservice@hoshome.com
 
 
What's included in my delivery?
For our larger items, we offer a 2 man white glove delivery service which includes placing your items in your room of choice (maximum of up to three floors).
This also includes an unpacking service, the placement of your items where you desire, 20 minutes with the courier for you to look over your items and ensure you're happy, and the removal of packaging upon request. 
(Please note: the removal of packaging will entail you no longer being able to return your item so please ensure you are happy with your item/s)
 
 
How can I track my order?
 
Once the courier has booked a delivery date with you directly, you will then receive tracking & live delivery updates directly from them. Couriers do differ in approach, however as a general rule delivery will always be pre booked with you, re confirmed the day prior to delivery, and then again on the day. 
 
What if I'm not happy with my purchase when it arrives? 
We hope you love your items just as much as we do and we hope this is never the case! However, if you aren't happy with your purchase please do not hesitate get in touch with us at: customerservice@hoshome.com
 
What is you refund policy? 
Our policy lasts for 14 day from delivery and signed acceptance of your item. If 14 days have gone by after your purchase has been delivered and signed for, unfortunately we cannot guarantee you a refund or exchange unless in exceptional circumstances agree by management. For bespoke items, after the 14 day period from purchase returns or exchanges are not valid for all made to order bespoke items.

For further information please visit: https://www.hoshome.com/pages/returns-policy

 

What happens if my order arrives damaged? 
If any of your furniture arrives damaged, here at HOS Home we offer a hassle free replacement for you within the fastest available time frame.
 
Why is the lead time so long? 
To ensure our designs are sold as affordably as possible and all savings are passed on to you, our exclusive designs are manufactured in batches. Pieces are sold from the very start of the manufacturing process and throughout to eliminate traditionally large storage costs . Once the manufacturing of your item is complete its dispatched straight to you.
 

Can I add to my order? 

Of course! Although we cannot guarantee the same lead time for additional items to your order, you can add to your order whenever you wish. To do this, please contact us at: customerservice@hoshome.com

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