Returns & Refunds

Overview

We hope every Home At Eight order feels right in your space or wardrobe. We also understand that occasionally an item may not be quite right.

This policy explains how cancellations, returns, refunds and order issues are handled for customers in the United Kingdom and European Union.

Nothing in this policy excludes, restricts or replaces your statutory consumer rights.

Order Changes & Cancellations

We begin processing orders promptly. If you notice an error or wish to change or cancel an order, submit a request through your Home At Eight account as soon as possible.

We cannot guarantee that changes can be made once an order has begun processing or has been dispatched.

If we are unable to change or stop the order, the cancellation and returns process described below will apply.

This does not affect any statutory right to cancel an eligible online order.

14-Day Right To Cancel

You may cancel an eligible online order without giving a reason by notifying us within 14 days of receiving your order.

After notifying us that you wish to cancel, you must send the relevant item or items back within the following 14 days.

Where items from the same order are delivered separately, the cancellation period will normally begin after the final item is received.

Starting A Return

The quickest way to request a return is through your Home At Eight account.

Sign in using the email address connected to your order, select the relevant order and choose the item or items you wish to return.

You will receive confirmation when your request has been submitted. Submitting a request does not mean it has automatically been approved. We will review your request and contact you with the next steps.

You may also exercise your cancellation rights by sending a clear statement to help@homeateight.co.uk .

Please include your full name, order number, the item or items concerned and the date your order was received.

Return Address

Approved returns must be sent to the Home At Eight return address included in your return-approval instructions.

Please do not send a return before receiving approval and the correct return instructions. This helps us identify your parcel and process your return efficiently.

Your order number should be clearly included inside the parcel.

Returns sent without prior approval or to an address not provided in your return instructions may be delayed or returned to the sender.

Return Condition

You may inspect and try on an item in the same way that you reasonably would in a physical store.

While an item is in your possession, please take reasonable care of it. Returned items should be:

• Unworn beyond what is reasonably necessary to try them on
• Unwashed and unaltered
• Free from avoidable marks, scents, pet hair or damage
• Returned with original tags attached where possible
• Packaged securely to prevent damage during return transit

Original packaging should be included where reasonably possible. Opening packaging to inspect an item does not automatically remove your cancellation rights.

We may reduce your refund to reflect any reduction in the item’s value caused by handling beyond what is reasonably necessary to establish its nature, characteristics and fit.

Return Postage

Customers are responsible for the direct cost of returning items where the return is due to a change of mind, unsuitable size, colour preference or ordering error.

Home At Eight does not provide complimentary return labels for change-of-mind returns.

We strongly recommend using a tracked postal service and keeping your proof of postage until the return and refund have been completed.

If an item is faulty, damaged, incorrectly supplied or different from what you ordered, Home At Eight will cover reasonable return costs where a physical return is required.

Refunds

Eligible refunds will be made to the original payment method. We do not provide store credit as the standard remedy for a return.

We may withhold reimbursement until we have received the returned goods or you have provided satisfactory evidence that the goods have been sent back, whichever occurs first.

Refunds will then be processed without undue delay and within the timeframe required by applicable law.

Once a refund has been processed by Home At Eight, your bank, card issuer or payment provider may require additional time to display it in your account.

Any lawful reduction for diminished value will be explained when the return is assessed.

Original Delivery Charges

If you cancel your entire eligible order within the statutory cancellation period, we will refund the original standard delivery charge paid for that order.

If you selected an express, premium or enhanced delivery service, we will only refund the amount equivalent to our least expensive standard delivery option.

If only part of an order is returned, the original delivery charge will not normally be refunded unless required by applicable law.

The cost of sending a change-of-mind return back to Home At Eight remains the customer’s responsibility.

Sizes, Colours & Exchanges

We do not currently offer direct exchanges for changes of size, colour or design.

If you would like a different item, please return the original item in accordance with this policy and place a new order through our website.

New orders are processed separately and are subject to the price, availability and delivery charges shown when the new order is placed.

Where an item is faulty, damaged, incorrectly supplied or different from what you ordered, we may provide a complimentary replacement as an appropriate remedy. This does not affect any statutory right you may have to request another available remedy.

Sale & Discounted Items

Sale and discounted items are subject to the same statutory cancellation and consumer rights as full-price items.

Where a promotional discount was applied across multiple products, any refund will be based on the amount actually paid for the returned item after the relevant discount was applied.

Faulty, Damaged Or Incorrect Items

Every Home At Eight order should arrive as described, fit for its intended purpose and in satisfactory condition.

If an item arrives damaged, faulty or different from what you ordered, submit a request through your account or contact us as soon as reasonably possible.

For visible damage, delivery damage or product issues, contacting us within 30 days of delivery helps us investigate the issue promptly. This request does not limit your statutory rights.

We may ask you to provide:

• Your order number
• A clear description of the issue
• A photograph showing the complete item
• Close-up photographs showing the fault or damage
• Photographs of the packaging where relevant

Please do not return a faulty or damaged item unless we ask you to do so. Photographs may allow us to resolve the issue without requiring a physical return.

Depending on the circumstances and your applicable legal rights, the appropriate remedy may include a repair, replacement, price reduction or refund.

Approved remedies for faulty, damaged or incorrect products will be provided without additional delivery charges to you.

Damage caused by misuse, accidental damage, improper washing, failure to follow care instructions or reasonable wear and tear is not considered a manufacturing fault.

Lost Or Delayed Orders

Estimated dispatch and delivery timeframes are displayed on our website and may vary depending on the destination and the products ordered.

If your order does not arrive within the estimated timeframe, contact us and we will work with the relevant delivery service to locate it.

Orders shown as delivered may require an investigation with the delivery service before a resolution can be confirmed.

If an order is confirmed as lost in transit, we will arrange an appropriate replacement or refund.

Addresses & Unclaimed Orders

Customers are responsible for checking that the delivery address entered at checkout is complete and correct.

If you notice an address error, contact us immediately. We cannot guarantee that an address can be changed after an order has begun processing or has been dispatched.

If an order is returned because an incorrect or incomplete address was provided, or because the parcel was not collected, a new delivery charge may apply before the order can be sent again.

If you choose not to have the order resent, any applicable cancellation and refund rights will be handled in accordance with this policy and applicable law.