Habitat FAQs

If you have a question about our website, placing an order, delivery, or just about anything, have a browse through our FAQs for the answer. Simply click on the question to see the answer.

What payment methods are available? »

We accept payment by PayPal, MasterCard, Visa, Switch, American Express, Habitat online gift vouchers issued on or after 14th November 2013, and most other major credit/debit cards. We are not currently able to accept payment online via cash, cheque, Diners, or Habitat paper gift vouchers. We do not offer Interest Free Credit agreements online.

Can I apply for credit online? »

We do not offer credit accounts at this time. However, you can apply for finance when ordering in any of our three main London stores. Alternatively you can apply for a Homebase store card to use in our mini Habitats across the country (see store locator for details of a mini near you)

Can I place my order over the phone? »

If you would prefer to speak with a member of our online service team to place your order or confirm order details, please call us on 0344 499 4686 and we will be happy to assist you personally. If you would like to collect any products from our stores, you will need to place your order by calling the store on 0344 499 1111.

Can I reserve out of stock items? »

If an item is shown as out of stock we are unable to take orders. However, by using the ‘email me when back in stock’ you will be sent notification as soon as it’s available to order.

Can I order from Habitat online and then collect from my local store? »

No - It is currently not possible to order online and then collect from your local store, but you can call any of our stores on 0344 499 1111 and we will be happy to assist you with a store order and collection directly. Normal delivery charges will apply from stores.

How do I apply a discount code? »

When you have selected your items you can add your discount at the checkout. Go to your basket and before you click to check out, go to the box next to ‘promotional code’ at the bottom of the screen. Enter the code in the box and click ‘apply’, this will deduct the promotional code amount. You can now proceed to checkout. Please note that discounts cannot be applied retrospectively.

Can I use a mixture of Gift Voucher, promotional discount code and card payment? »

Yes you can.

  • 1. Apply your promotional code first in your basket before you checkout.
  • 2. Apply your gift voucher in the ‘mobile voucher code’ box within the payment screens.
  • 3. Pay your remaining balance using the method of your choice.

  • All discounts, promotions and payments applied to your order will be itemised in your confirmation email. Please note discounts and vouchers cannot be applied retrospectively.

    Will I get an order confirmation? »

    Yes – Shortly after placing your order you will receive an automatic order confirmation from us via e-mail containing all of the details of your order.

    Can I make changes to my order? »

    You can only make changes to your order up until the point when you confirm your order in the checkout process. If you need to make a change after this you must speak with one of our online customer service team on 0344 499 4686. Please note that any changes made after you have confirmed your order could result in the order creating a new approximate timeframe for delivery and may be longer than the one given on your original order.

    Are there Terms & Conditions for my online Habitat order? »

    Yes - When purchasing any goods online there are Terms and Conditions that are applicable to your order. They are available to view at any time on the website and you will be asked to confirm you have read them before you can continue and confirm your order. It is your responsibility to make sure that you have read and understood these conditions of sale before making your purchase. If you would like to cancel your order, you will need to speak with one of our online service team members directly on 0344 499 4686. These are detailed in the Terms & Conditions.

    What are the shipping costs? »
    Home Accessories Delivery Returns
    Online home accessory orders over £50 Free* Free*
    Online home accessory orders under £50 £4.95 Free*


    Furniture Delivery Returns
    Furniture Orders over £500 Free Free*
    Furniture Orders under £500 £9.95 Free*

    Republic of Ireland

    Home Accessories Delivery Returns
    All orders £12* Free*

    * Applies to Online orders only. Unwanted goods may be returned free of charge if returned within distance selling regulations, outside of this a collection charge will apply at our standard rate.

    How long will delivery take? »

    Home accessories and small items are usually delivered together within 3 to 5 days via our parcel courier. You will receive a text message the evening before the delivery, providing you have given a mobile number at the time of ordering.

    For sofa, furniture and rug deliveries we will contact you at least 10 days ahead of time to coordinate a delivery date and time that suits you best.

    While we deliver to most areas in the UK and Ireland, we are unable to guarantee delivery within our usual lead-times to certain areas. These include Ireland, Highlands & Islands, Channel Islands, Isles of Scilly and the Isle of Man.

    Please note that delivery times stated on the product page indicate when we will attempt to reach you to book a delivery slot. Available slots will change depending on customer demand and busy trading periods, and exclude all Bank Holidays.

    Where do you deliver? Can I have my items delivered overseas? »

    We deliver to the UK and Republic of Ireland, including Highlands & UK Islands (excludes deliveries to BFPO addresses). However, providing your order can be made with a payment card registered in the UK we are more than happy to deliver to a shipping agent of your choice for deliveries outside the UK & Eire.

    What if I am not in when you deliver? »

    Items delivered by courier will be left in a safe location where available. If there is not a safe place to leave your items the courier will leave a calling card to enable you to rearrange your delivery.

    For all other items you will need to call our online service team on 0344 499 4686 to organise a re-delivery. This will incur a delivery charge that must be paid in full before the re-delivery can take place. Please see the Terms and Conditions of Sale for furniture orders for more details.

    What if only part of my order has arrived? »

    Home accessory and smaller items are delivered separately from furniture or large items. If you have placed an order containing large and small items, it is normal to receive your items in two deliveries.

    If you have ordered more than one item or you have not received all the packs for your furniture, please call us on 0344 499 4686, and we will be happy to assist.

    What if my order arrives damaged or faulty? »

    If your order arrives damaged and you notice immediately, please write this on the delivery note that you will be asked to sign by our home delivery partners. You should then contact our online service team on 0344 499 4686 within 7 days of receipt of your order.

    What if I receive an incorrect item? »

    If you have received an incorrect item and did not notice the error before the home delivery team left your property, you should contact our online service team on 0344 499 4686.

    Will my items ship together? »

    Items are shipped by size and you may receive separate deliveries for mixed orders. In most cases, home accessory items will ship together and larger deliveries will ship together.

    For orders with multiple items, the expected delivery time will become that of the item with the longest delivery estimate.

    Can I delay the delivery of my order? »

    It can be delayed in most circumstances simply call our online customer service team on 0344 499 4686.

    Can I change the delivery address? »

    If you have ordered Home Accessories on 3 to 5 days, we may not be able to redirect as it’s likely to be on its way and too late to change the address.

    If you have ordered larger goods please call our Customer Service team on 0344 499 4686. Please note amending your address after we have arranged delivery may result in a change to your delivery date.

    What is your returns policy? »

    1. Any cancellations for made-to-order items will need to be made in accordance with your rights under Distance Selling Regulations or within 14 days from the date your order was placed, after which all goods noted as made-to-order on our website will be subject to a cancellation charge of 20% of the price of the goods. This will be deducted from any refund due to you.

    2. To obtain a refund you must take reasonable care of the goods. If you fail to do so we reserve the right to refuse the refund or deduct a charge based on the condition of the goods. It is not possible to refund made-to-order items unless you cancel in accordance with your rights under Distance Selling Regulations or they are faulty or not as described, in which case we may ask to review the goods through an independent inspection before a refund is given. Your statutory rights are not affected.

    3. If you paid for delivery we will refund the original delivery charge paid by you for the return of unwanted items if they are returned in accordance with your rights under the distance selling regulations. Following this period you may still return the goods but your original delivery charge will not be refunded, and a collection charge at our standard rate will apply (£4.95 for home accessories and £9.95 for furniture.)

    4. Your refund will be processed as soon as possible and in any event within no more than 14 days of the day you have given us notice of cancellation or returned your items.

    5. Until the goods are returned to us, you are responsible for them including if the goods are lost, damaged or destroyed. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation we may have a right of action against you for compensation.

    6. We will make a refund using the same method of payment originally used by you to pay for your purchase.

    7. Where the goods were delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.

    How do I cancel my order? »

    For home accessory orders, it is possible to cancel your order if it has not yet been shipped by contacting our Customer Service department on 0344 499 4686 with your order details.

    Any cancellations for made-to-order items will need to be made in accordance with your rights under Distance Selling Regulations or within 14 days from the date your order was placed, after which all goods noted as made-to-order on our website will be subject to a cancellation charge of 20% of the price of the goods. This will be deducted from any refund due to you.

    How do I return an item? »

    If you wish to return items, please contact our Customer Service department via phone at 0344 499 4686 with your order details.

    Goods that have been purchased online cannot be returned to store; we will make arrangements for the goods to be collected from you.

    Our home delivery company will contact you directly to book item collection with you. For our standard delivery items purchased through our website, you may wish to follow the returns procedure outlined in the delivery note included with your package.

    Unwanted goods may be returned free of charge under your rights under the Distance Selling Regulations or if we are notified within 7 working days of receipt after which a collection charge will apply at our standard rate. If the goods are returned due to a fault or damage then no collection fee will be applied.

    Can I return my goods to store for a refund? »

    Items ordered online will need to be collected and cannot be returned to store. Please call our Customer Service Team on 0344 499 4686 who will arrange your return.

    Can I return my goods via royal mail so I do not have to wait for a collection? »

    It is not possible to return goods to the local post office. Our collection service is free of charge and we will endeavour to arrange a day that suits you.

    Do I have to pay for the collection of my return? »

    Our collection service is Free of Charge, providing you have requested this within 7 days of receiving your order.

    Can I view a product in a store? »

    Yes, use our store locator to find your nearest store. We do recommend calling ahead before you visit to check availability if there is a specific item you wish to view.

    Don’t worry if you can’t get to a store as we have a 14 day return policy for items ordered online.

    Can I order a fabric sample? »

    Yes, we offer a swatch service for all our upholstery lines where shown. To order a swatch, click “Order Fabric Sample” on the product page of the colour you desire. We aim to send these to you within 7 working days.

    I’ve just ordered a sofa. What happens next? »

    If you have ordered a sofa marked “Delivered in 14 days,” our customer service department will phone you on the day following your order to arrange a suitable delivery time.

    Upholstery items that are made-to-order will incur an 8-10 week lead-time on average.

    Occasionally we experience delays; if this happens our customer service department will contact you to notify you of your updated expected delivery date.

    When your item is ready for delivery, our customer service department will phone you at least 10 days ahead of time to arrange a date. Please ensure that there will be a person aged 18 or over to accept the delivery. If we have provided free delivery and no one was available, any subsequent attempts will be charged at our standard delivery rate of £9.95.

    It is our pleasure to deliver your item to the room of your choice providing there is adequate access and space. We highly encourage you to measure your doorways and room to make sure your new piece will fit. Please consult our Sofa Measuring Guide for assistance.

    Should I consider measurements before purchasing my furniture? »

    When purchasing any furniture or made to order items it is always important to measure the relevant space correctly. If you are purchasing furniture, we recommend that you measure the entrance, the route by which the item will enter the property and the space that it will occupy Take a look at our sofa buying guide for advice.

    How will I receive my Habitat Furniture order? »

    All our furniture or large goods are sent via home delivery to mainland UK postcodes only. When you place your order with us you will be given an approximate timeframe for dispatch. All our items are delivered by a third party provider. All of your goods need to be available before your delivery will take place. When your goods are ready for home delivery we will call you directly using the details provided by you during the checkout process.

    We deliver Tuesday – Saturday 8am to 6pm. The availability of our home delivery slots varies depending on your postcode. Deliveries cannot be brought forward from the 1st date offered. Home accessory and smaller items are delivered separately from furniture or large items. Please see the Terms & Conditions of Sale for furniture orders for more details.

    Do furniture items come flat packed? »

    Some items do come as flat packs. The item description online will indicate if that particular item is one of those and you can also view the assembly instructions from this page to give you an idea on how easy the item will be to assemble.

    My item has arrived flat pack. Do you offer a service to build the items? »

    Sorry, we don’t currently offer an assembly service.

    I have no assembly instructions, can you help? »

    You can access assembly instructions by clicking on to the product information detail. This will provide you with a pdf copy of the instructions to download.

    If you are having difficulty locating this information please contact our Customer Service team on 0344 499 4686 who will be happy to help

    Can I buy replacement cushions or covers? »

    At this time we do not sell replacement cushions or covers.

    What's the best way to care for my Habitat furniture? »

    As we use many different materials and finishes there are different ways of caring for each product. To keep your furniture in good condition and to ensure maximum longevity, you will need to follow the care instructions provided with each individual item. These instructions are included inside the packaging. If you wish to obtain a copy of these from a current Habitat range then please e-mail us at customerservices@habitat.co.uk.

    What's the best way to care for my Habitat upholstery? »

    Many of the Habitat upholstery fabrics are washable at a maximum of 30 degrees. It is vital that all covers are washed at the same time to avoid colour variation. Domestic washing machines do not usually have the capacity to take a load of this size, so a local launderette might be more appropriate.

    The very best way to care for any cover, whether it is fixed or loose, washable or non-washable, is to have it professionally cleaned. Please read the care instructions on your Habitat upholstery carefully before attempting any clean. If you wish to obtain a copy of these from a current Habitat range then please e-mail us at customerservices@habitat.co.uk.

    How long will my sofa, furniture or rug order take? »

    Delivery times for sofas, furniture and rugs vary from item to item; estimated delivery times are noted on each product page for your convenience.

    Occasionally we experience delays with deliveries. In the event of a delay, our Customer Service department will contact you as soon as possible with an updated delivery date.

    Can I buy vouchers to use in your stores? »

    Yes, although you cannot currently use online vouchers in our stores, you can purchase card vouchers in any of our Habitat stores.

    Can I order larger amounts of e-Vouchers?»

    You can order e-vouchers as per the denominations shown when ordering. If you wish to order a combination of vouchers or multiple vouchers you will need to purchase each one separately.

    Who can I send e-Vouchers to? »

    You can send e-vouchers to anyone with a valid email address.

    How will I know when my gift voucher order is processed? »

    As soon as you place your order you will receive an e-mail from us. This will include details of your purchase such as amount chosen, date it was sent or if you have asked for it to be sent at a later date it will include the scheduled delivery date information.

    What will appear on my credit card statement when I buy vouchers? »

    ‘Habitatgiftvouchers.co.uk’ will appear on your statement.

    What if I've made a mistake on my e-Voucher order? »

    Providing the e-Voucher has not been redeemed, you can contact our Customer Service department who will be happy to help you. They can be contacted via email customerservices@habitat.co.uk or by phone on 0344 499 4686.

    How are e-Vouchers delivered? »

    The Voucher will be sent to the email provided by you during the purchase transaction.

    What happens if I have not received my confirmation or e-vouchers? »

    If you have not received your confirmation or e-voucher, please contact our Customer Service team who will be happy to assist. They can be contacted via email at customerservices@habitat.co.uk or by phone on 0344 499 4686.

    Where can I spend my Habitat e-vouchers? »

    Habitat e-vouchers may only be used to purchase goods from our website Habitat store.

    I have received an e-Voucher; do I have to spend it all in one transaction? »

    No, you retain the leftover balance for a future purchase. For example, if you used your £50 voucher to pay for £30 worth of goods, you will automatically be sent a text with a new Habitat e-Voucher for the £20 balance.

    Can I use my vouchers in conjunction with your offers or other discount codes? »

    Yes, you can use your vouchers in conjunction with our sale offers and any other online discount codes you have received.

    Do e-Vouchers have an expiry date? »

    Yes, e-Vouchers are valid for one year from the date of issue.

    What happens if I want a refund on an order paid for by e-vouchers? »

    If your order is to be refunded and you have paid by e-voucher, you will receive an email with a new voucher code representing the refunded amount. If you have paid using a combination of e-vouchers and another payment method, we will refund your alternative payment method first and any remaining amount will be sent to you as a new e-voucher.

    I have lost my email including the e-voucher code; can I request a new code? »

    Yes, our Customer Service Team are able to reissue your code providing it has not already been redeemed. They can be contacted via email customerservices@habitat.co.uk or by phone on 0344 499 4686.

    Can I opt out of the mailing list? »

    You can opt out of the mailing list at any time by clicking the “Unsubscribe here” link at the bottom of the newsletter, or simply call our Customer Service Team line on 0344 499 4686. Lines are open Monday through Friday 8am – 8pm and Saturday 9am – 5pm.

    How do I get my password for my online account reset? »

    After clicking on Sign In/Register please click on the ‘forgotten password’ link. Entering your registered email address will then generate an email allowing you to reset your password.

    Please note the reset email may not arrive instantly. If you are still having issues please contact our Customer Service Team who will be happy to help.

    What are my rights under Distance Selling Regulations? »

    Please find details here.