FAQs

 

Habitat Website FAQ's

As part of Home Retail Group we have updated some policies on our website.

1. 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 they would be happy to assist you with a store order and collection directly. Normal delivery charges will apply from stores.

2. Can I place my order over the phone?
Although we have done everything we can to make the buying experience on our website as simple as possible, we want you to be comfortable when placing your order with us. If you would prefer to speak with a member of our online service team to confirm the details and place your order, 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 there by calling 0344 499 1111.

3. Can I purchase goods from overseas?
No - Currently Habitat only provides our online goods and services to mainland UK and Highland residents. Therefore payments made online must be made with a card that is registered to a mainland UK billing address. If this changes in the future we will update the website accordingly. Please note: Habitat reserve the right to refuse/reject orders where a purchase has been made using a card that is not UK registered, or any orders from outside of mainland UK. We apologise for any inconvenience this may cause.

4. What payment methods are available?
We accept payment by PayPal, MasterCard, Visa, Switch, American Express, most other major credit/debit cards and Habitat online gift vouchers issued on or after 14th November 2013. 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.

5. 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. Should you wish to obtain a copy of these from a current Habitat range then please e-mail us at customerservices@habitat.co.uk. In the future you will be able to download all of these straight from our website.

6. Can I order a fabric sample?
Yes, we offer a swatch service for all our upholstery lines. Simply email swatches@habitat.co.uk with your name, address, and tell us the product code you would like to receive a fabric sample for and we will send these to you within 7 working days.

7. What's the best way to care for my Habitat upholstery?
Many of the Habitat upholstery fabrics are washable. This means they can be washed 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. However 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 in your home. Please read the care instructions on your Habitat upholstery carefully before attempting any clean. Should you wish to obtain a copy of these from a current Habitat range then please e-mail us at customerservices@habitat.co.uk.

8. If I have problems assembling my furniture what should I do?
If just getting it home is all the DIY you're willing to do, we're always happy to recommend a third party provider near you who can come and put it together for you. Simply e-mail us at customerservices@habitat.co.uk for further details and prices.

9. 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 then 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.

10. Are there Terms & Conditions for my online Habitat order?
Yes - When purchasing any furniture 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.

11. Can I cancel my order?
Yes – You can cancel or edit your order up until the point when you confirm your order in the checkout process. If you have already confirmed your order you will need to speak with one of our online service team members directly on 0344 499 4686. Please note that made-to-order items, where a product is produced based on your request have cancellation charges. These are detailed in the Terms & Conditions for furniture orders.

12. 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 service team members on 0344 499 4686. Please note that any changes made after you have confirmed your order will result in the order creating a new approximate timeframe for delivery and will be longer than the one given on your original order.

13. 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.

14. 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 on your order confirmation. 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 using various courier service providers. Please see the Terms & Conditions of Sale for furniture orders for more details.

15. What if I am not in when you deliver?
If you or a nominated recipient are not available on the agreed date 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.

16. What if only part of my order has arrived?
If you have ordered more than one item or you have not received all the packs for your furniture, please e-mail our online service team at customerservices@habitat.co.uk or call us on 0344 499 4686.

17. What if my order arrives damaged or faulty?
If you order arrives damaged you should write this on the delivery note you will be asked to sign by our home delivery partners. You should then contact our online service team at customerservices@habitat.co.uk or call us on 0344 499 4686 within 7 days of receipt of your order.

18. 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 at customerservices@habitat.co.uk or call us on 0344 499 4686.

19. Can I return products to a store?
No - If you wish to return product(s) from your internet or telephone order you need to follow the returns procedure included with your delivery and by contacting our online service team by email at customerservices@habitat.co.uk. Alternatively, call the online team on 0344 499 4686. All accepted returns must be collected via our partner home delivery network only. To return a product originally purchased from one of our stores, please call 0344 449 1111.

 

Gift Vouchers FAQ's

1. Where can I spend my Habitat e-vouchers?
Habitat e-vouchers can be used to purchase goods from our website www.Habitat.co.uk. If you would like to purchase vouchers for use in our stores, please contact your nearest Habitat store

2. 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.

3. How do contact Habitat about my order or e-vouchers?
Our Customer Service team can be contacted by emailing customerservices@habitat.co.uk or you can call us on 0344 499 4686.

4. How will I know when my 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.

5. 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.

6. How are e-Vouchers delivered?
The Voucher will be sent to the email provided by you during the purchase transaction.

7. How do I know my e- vouchers have been delivered?
As soon as you have placed your order you will receive an email from us. If you have selected to send the voucher code at a later date you will also receive further confirmation once this date has passed to reassure you that your e-voucher has been sent.

8. What happens if I have not received my confirmation or e-vouchers?
If you have not received your email please contact our Customer Service team who will be happy to assist. They can be contacted via email customerservices@habitat.co.uk or by phone on 0344 499 4686.

9. Who can I send e-Vouchers to?
You can send e-vouchers to anyone with a valid email address.

10. I have received a £50 e-Voucher; do I have to spend it all in one transaction?
No. 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.

11. What if I've made a mistake on my order?
Providing the e-voucher has not been redeemed, please contact our Customer Service Team who will be happy to help you. They can be contacted via email customerservices@habitat.co.uk or by phone on 0344 499 4686.

12. Do e-Vouchers have an expiry date?
Yes, e-vouchers are valid for one from the date of issue.

13. What will appear on my credit card statement when I buy vouchers?
Habitatgiftvouchers.co.uk will appear on your statement.

14. 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.

15. 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.

16. 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.