Help & FAQs

Payments

How can I pay for my order?

We offer several payment options for your convenience. We accept Visa, MasterCard, Discover, American Express credit cards, Apple Pay, and Google Pay. We also accept PayPal. Such as icon listed.

Why am I not receiving my order despite paying?

There can be various reasons why you are receiving a reminder despite payment. Don’t worry; our customer service is here to help.

Where can I find my invoice?

Please contact our customer service to get it if you need it.

How is a refund made?

All repayments are made using the payment method you used when placing the order (for example, you will always receive the payment to the account from which the transfer was made).

Orders

When will my order be dispatched?

Orders are typically dispatched within 5-7 working days. This is the time between when the customer places the order and when we process it for delivery. Generally, orders are dispatched within 5-7 working days after confirmation/payment. Orders placed on weekends or public holidays may experience delays. Our warehouse operates Monday to Friday during standard business hours, excluding holidays. In such cases, we make every effort to minimise shipment delays.

How long will delivery take for my order?

Delivery typically takes around 10-15 working days. This is the time between when the seller hands the order over to the carrier and when it is delivered to the customer’s address. Delivery times may be affected by unforeseen circumstances, such as customs inspections, severe weather, strikes, etc.

How can I track the status of my order?

Once an order has shipped out, we will send you a Shipping Confirmation email that includes the tracking number and the carrier. Just go to the carrier's website and use the tracking number to track your package.

At the same time, you can contact our customer service service@homdiy.co.uk to seek help.

How can I cancel an item or an order?

Sorry for any inconvenience this may cause; please follow below policy in order to smooth your shopping process.

- Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.

- Orders canceled beyond 24 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 60% of the product purchase price.

- Once your order has been shipped, it can no longer be canceled.

While we cannot cancel or change an order once it has been produced you are welcome to return the item to us in accordance with our Returns Policy.

Where is my order confirmation?

You will receive your order confirmation within a few hours after placing your order at the email address you provided. If you have not received a confirmation, please check your spam folder. Our customer service will be happy to answer any questions you may have.

How can I change my delivery address?

Contact our customer service if you want to change something. But please note that once the order is on the way, we may be unable to change it.

Product information

How do I get information about my product?

The following information is available on the product page in the shop: Product details (e.g. voltage, material, light colour, size) Installation instructions (if available)

What's the wattage of the bulb?

It depends on what bulb you bought. The product, which includes bulbs, will be noted with max wattage.

Does the lamp support dimming?

Generally, we will note on the product page if the product includes a bulb. If the light needs a light bulb as a light source, you can purchase a light bulb that supports dimming and install it.

Are there variations among products?

While every effort has been made to portray items accurately, slight variations may occur. All measurements quoted are approximate, and colour’s reproduction is as accurate as photographic processes or a printed material allow. Please, note there may be colour variations depending on the calibration and screen setting. As every of our products is hand-crafted, the possibility of slight variations in assembly and finishes may exist from one piece to another. The latter does in no way affect the quality, craftsmanship, aesthetic or function of the piece.

Other unanswered questions

Please contact our customer service service@homdiy.co.uk if you haven't found what information you need.