Refund policy

Return and Refund Policy

Last updated: July 2026

Overview

We want every Home At Eight piece to arrive as intended and feel right within your space or wardrobe. This policy explains how cancellations, returns, refunds and order issues are handled.

This policy applies to customers in the United Kingdom and European Union. Nothing in this policy excludes, restricts or replaces your statutory consumer rights.

Start 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 follow the instructions to submit your request. No password is required.

You may also notify us by emailing help@homeateight.co.uk.

Please include:

Your full name
Your order number
The item or items concerned
The date your order was received
The reason for your return, where applicable

We will review your request and provide the correct return address and instructions.

Please do not send an item back before receiving the return instructions from Home At Eight.

Order Changes and 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 or contact us 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 below will apply.

This does not affect your 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 it.

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

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

Refusing delivery or failing to collect a parcel may not, by itself, clearly notify us that you wish to cancel your order. Please submit a request through your account or contact us directly so that your cancellation can be recorded.

Return Address

The correct Home At Eight return address will be provided as part of your return instructions.

Please do not send a return before receiving these instructions. This allows us to identify your parcel and process your return efficiently.

Your order number should be clearly included inside the parcel.

Returns sent without prior notification or to an address not provided in the return instructions may experience delays or be 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 the 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 retaining your proof of postage until your 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 issued to the original payment method. Store credit is not provided 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 and Exchanges

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

To order 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 displayed 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 and 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 and resolve the matter 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, please 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 and 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.