Here To Help

We’re always happy to answer any questions you may have and help in any way we can. Below you’ll find everything you need from placing an order to delivery times and prices, to returns and made to order designs. If you still need help, then give our friendly Customer Services team a call on 0344 499 4886.

Delivery

What are the shipping costs?

United Kingdom & Northern Ireland
Product type Click & Collect Home Delivery Returns
Selected home accessories & small items Free for orders over £50 or £4.95 if you spend less Free for orders over £50 or £4.95 if you spend less £4.95
Furniture & bulky items N/A £25 for orders over £500 or £15 if you spend less £25 for orders over £500 or £15 if you spent less

Republic of Ireland

Product type Click & Collect Home Delivery Returns
Home accessories & small items N/A £12 £12
Furniture & bulky items N/A £135 £135

* Free delivery on selected orders over £50. If your home accessory item is small enough to be carried and delivered by one person then the ’free delivery on selected orders over £50’ offer will apply.

** Larger items requiring two people to deliver are not included in the Free Delivery on selected orders over £50. A delivery rate of £25 when you spend over £500 and £15 if you spend less will apply. Excludes ROI.

*** Applies to Online orders only. Unwanted goods may be returned under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. See citizensadvice.org.uk for a full explanation of your rights. A collection charge will apply at our standard rate. Please note that made-to-order item returns may only be in accordance with your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How long will delivery take?

Home accessories and small items are usually delivered together within 3-5 working days via our parcel courier. Providing you give a number, you’ll receive a text message the evening before delivery.

For sofa, furniture and rug deliveries, we will contact you at least 10 days ahead to arrange a delivery date that suits you. You can also book a delivery slot online. Following order placement, you will receive a text message containing a link that takes you to the online booking system, allowing you to book a slot.

Our Track & Trace service means, that on the morning of your delivery, you will receive a link via text or email that will give you the number you are on the delivery route alongside a map of your area. During the day you can see where the delivery vehicle is on the map in relation to your house and what number they are on. Call Customer Services team on 0344 499 4686 if you require more information.

While we deliver to most areas in 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 product pages 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 delivery to BFPO addresses.)

Unfortunately, we are unable to deliver furniture and bulky items with a £25 delivery charge to the Isle of Man.

We are unable to deliver the Pongo Bed range to the Republic of Ireland or Northern Ireland. However, if your order can be made with a payment card registered in the UK, we are 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 when available. If there’s no safe place, the courier will leave a card to rearrange delivery.

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

What if only part of my order has arrived?

Home accessories and smaller items are delivered separately from furniture or large items. If you have placed an order with both small and large items, it is normal to receive these separately. If you ordered more than one large item, they will be delivered together when both are in stock.

If you have a question or haven’t received everything, call us on 0344 499 4686.

What if my order arrives damaged or faulty?

If you notice as soon as it arrives, write this on the delivery note that you are asked to sign by our delivery partners. Then contact our online service team on 0344 499 4686 within 14 days of receipt of your order.

What if I receive an incorrect item?

If you didn’t notice 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, as will larger deliveries.

For 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?

In most circumstances, yes. Simply call our Customer Services team on 0344 499 4686.

Can I change the delivery address?

If you have ordered Home Accessories on 3-5 days, we may not be able to redirect as it’s likely to be on its way.

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

How does the click & collect service work?

Location

Choose your collection location at the checkout.

Confirmation

You will be notified and given a pick up pass when your items are ready for collection.

Collection

Don't forget to bring your pick up pass and photo ID when you collect your order.

Where is click and collect available?

Click and collect is available at over 2,000 DPD pickup locations including our flagship stores.

How long will my click & collect order take to arrive at my chosen store?

Your items will be available for collection within 3-5 working days of ordering.

Mini Habitat stores

To find your closest Mini Habitat visit our store locator page.

Ordering

What payment methods are available?

We accept 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 currently don’t 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?

No.

Can I place my order over the phone?

If you prefer to speak to us, call our Customer Services team on 0344 499 4686 . If you want to collect 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?

No. However, by using the ‘email me when back in stock’ you will be sent a notification as soon as it’s available to order.

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

Yes, click and collect is available at over 2,000 pick up locations including our flagship stores. You can select your preferred pick up location when you order online.

How do I apply a discount code?

You can add your discount at the checkout. Go to your basket and before you click check out, go to the box next to ‘promotional code’ at the bottom of the screen. Enter the code into this box and click ‘apply’. This will deduct the promotional amount. Please note discounts can’t be applied retrospectively.

Can I use a mixture of promotional discount code and card payment?

Yes.

  1. Apply your promotional code in your basket before checkout.
  2. 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’ll receive an order confirmation email containing the details of your order.

Can I make changes to my order?

You can only make changes to your order up until you confirm your order in the checkout process. If you need to make a change after this, call Customer Services on 0344 499 4686. Please note any changes made after your confirmed order may result in the order taking longer for delivery.

Are there Terms & Conditions for my online Habitat order?

Yes. They are available to view at any time on the website and you will be asked to confirm you have read them before placing an order. It is your responsibility to make sure you have read and understood these conditions of sale before making your purchase. If you want to cancel an order, call our online service team directly on 0344 499 4686. These are detailed in the Terms & Conditions.

I've placed an order for a click & collect item but have changed my mind about where I want to collect it from.

Call our Customer Service team on 0344 499 4686 and they will advise. Click here for alternative ways to contact us.

Why can't I click & collect all items?

Some items are too heavy and/or large for click & collect and pose a health and safety risk to staff.

I will not be able to collect my order within 7 days but do want to collect it.

Call Customer Services on 0344 499 4686 to extend the holding time for your order. Click here for alternative ways to contact us.

Cancellations and Returns

How do I return an item?

Call our Customer Service team on 0344 499 4686. Click here for alternative ways to contact us.

If you ordered through click & collect, Customer Services will give you a returns label and you can return your item to over 2,000 DPD pickup points, including our flagship stores.

If you haven’t used our click & collect service, you can’t return your order to store. We will make arrangements for the goods to be collected from you. Our home delivery company will contact you directly to book in collection. For standard delivery items purchased through the website, you may wish to follow the returns procedure outlined in the delivery note included in the package.

Unwanted goods may be returned free of charge in accordance with your rights under the Consumer Contracts Regulations or if we are notified within 14 days of receipt of the goods. If goods are returned due to a fault or damage, no collection fee will be applied.

Can I return my goods to store for a refund?

If you ordered through click and collect, call Customer Services on 0344 499 4686 with your order details. They will give you a returns label which you can return your item to over 2,000 DPD pickup points, including our flagship stores. Your refund will be processed once you’ve returned your item to a pickup point.

If you ordered online, you can’t return items to store. Call our Customer Services 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?

No.

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.

How do I cancel my order?

For Home accessory orders, you can cancel your order if it has not been shipped yet by calling Customer Services on 0344 499 4686. Any made-to-order cancellations will need to be made in accordance with your rights under Consumer Contracts Regulations or within 14 days from the date your order was placed, after which all made-to-order goods 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.

I've received a click & collect item and it is broken

Call our Customer Services team on 0344 499 4686 and they will help. Click here for alternative ways to contact us.

I have placed an order but want to cancel rather than collect

If your item is not collected within 7 days, it will automatically be returned to our warehouse and you will be refunded.

What is your returns policy?

  1. Cancellations for made-to-order items will need to be made within 14 days from the date your order was placed, or in accordance with your rights under Consumer Contract (Information, Cancellation, and Additional Charges) Regulations.
  2. To receive a refund you must take 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 them in accordance with your rights under Consumer Contracts Regulations or they are faulty/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 if they are returned in accordance with your rights under the Consumer Contract (Information, Cancellation, and Additional Charges) Regulations.
  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 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. If goods are delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.

Furniture and Upholstery

Can I view a product in a store?

Yes, use our store locator to find your nearest store. We recommend calling ahead to check availability of specific items.

Can I order a fabric sample?

Yes, we offer a swatch service for all our upholstery lines. To order a swatch, click ‘Order Fabric Sample’ on the product page. We aim to send these within 7 working days.

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

If you’ve ordered a sofa marked ‘Delivered in 14 days’, Customer Services will ring you to arrange a suitable delivery time.

Made-to-order items will incur an 8-10 week lead-time. Occasionally we experience delays; if this happens Customer Services will contact you with an updated expected delivery date.

When your item is ready for delivery, Customer Services will phone you at least 10 days ahead of time to arrange a date. Please ensure there will be a person aged 18 or over to accept delivery. If we have provided free delivery and no one was available, any other attempt will be charged at our standard delivery rate.

We will deliver to your room of choice if there is adequate access and space. We encourage you to measure your doorways and room to make sure your piece will fit. For more help, read our Sofa Measuring Guide.

Should I consider measurements before purchasing my furniture?

It is important to measure your space correctly. We recommend measuring your entrance, route and space that it will occupy before ordering. For more help, read our Sofa Measuring Guide.

How will I receive my Habitat Furniture order?

All our furniture goods are sent via home delivery to UK postcodes only, via a third-party provider. You will be given an approximate timeframe for dispatch upon placing your order. All your goods need to be available before delivery takes place. When they are ready, we will call you directly to arrange delivery.

We delivery Monday – Saturday 8am to 6pm. The availability of our 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 and larger items. Please see Terms & Conditions of Sale for more information.

Do furniture items come flat packed?

Some items do. The item description online will indicate this, and you can view the assembly instructions from this page.

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

We currently don’t offer an assembly service.

I have no assembly instructions, can you help?

You can access a downloaded PDF copy of the assembly instructions by clicking on the product information page. If you are having difficulty locating this, call Customer Services on 0344 499 4686.

Can I buy replacement cushions or covers?

We currently don’t 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 furniture looking its best and to ensure maximum longevity, follow the care instructions provided with each individual item. If you wish to obtain a copy of these, please e-mail us at customerservices@habitat.co.uk.

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

Many of our fabrics are washable at a maximum of 30 degrees. It’s vital all covers are washed together to avoid colour variation. Domestic washing machines do not have the capacity to take a load of this size, so a local laundrette might be easier.

The best way to care for any cover is to have it professionally cleaned. Please read the care instructions on your upholstery carefully before attempting to clean. If you wish to obtain a copy of these, please e-mail us at customerservices@habitat.co.uk

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

Delivery times vary from item to item; estimated delivery times are noted on each product page for convenience.

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

Gift Cards

Can I buy Habitat gift cards to use in your stores?

Yes, you can purchase them at any of our Habitat flagship and Mini stores in selected Sainsbury’s. In-store gift cards can only be used to purchase items in our flagship and Mini stores and cannot be used at habitat.co.uk.

Can I buy Habitat gift cards to use online?

We don’t currently offer online gift cards.

Where can I buy Habitat gift cards?

Gift cards are available to purchase in store at one of our flagship stores or our Mini stores in selected Sainsbury’s.

Where can I spend Habitat gift cards?

Physical gift cards purchased in-store can only be used in our flagship and Mini stores in selected Sainsbury’s.

We have a flagship store in Brighton and the following London locations: Westfield White City, Tottenham Court Road and Finchley Road.

See our Store Locator to find your closest store.

 

Other Questions

Can I opt out of the mailing list?

You can opt out at any time by clicking the ‘Unsubscribe here’ link at the bottom of the newsletter. Or call Customer Services on 0344 499 4686, lines are open Monday to Friday, 8am – 8pm and Saturday 9am – 5pm.

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

After clicking Sign In/Register, click ‘forgotten password’. Enter your registered email address and it will regenerate an email allowing you to reset your password, this email may not arrive straight away.

If you are still having issues, call Customer Services on 0344 499 4686.

What are my rights under the Consumer Contracts Regulations (Distance Selling)?

Please find details here  .