Frequently Asked Questions

 

Help & FAQ's

Do I have to create an account?

We allow anyone to browse our website, but to purchase product(s) you must register your details. To register and create an account we simply ask you to provide your name and email address in the first instance. These personal details will only be used by Homeware.Direct and Kleeneze Ltd to help personalise our website to you and offer you our best deals.

 

How do I create an account?

Creating an account with Homeware Direct is straightforward. Simply provide your first name, last name and email address. Please click here to register on Homeware.Direct.com

 

What's my username?

Your username is set to the email address that you provided when registering.

 

What happens if I have forgotten my password?

If you have forgotten your password, visit the login page and click I have forgotten my password . Enter your registered email address and click the 'SEND PASSWORD' button. We will send you a link which allows you to reset your password.

 

What are the benefits of having a distributor?

Homeware.Direct are an independent distributor for Kleeneze Ltd.
Homeware.Direct are part of the new distributor network online. You can now shop from an even bigger choice but still enjoy the personal relationship of Kleeneze distributors.

 

What if I want to change my Distributor?

You can change to a different Kleeneze distributor, just contact us and we will transfer your details to Kleeneze who will provide you with an other distributor where available.

 

 

Placing Orders

Can I amend or change my order?

Our systems begin processing your online order as soon as they are placed, so it is not possible to change or delete orders once they have been placed.

 

How do I place an order?

You can order products on the homeware.direct website.
We are sorry but we do not take customer orders by phone.
If you want to place future orders via a Kleeneze local distributor at the doorstep, we can refer your account to our distributors Kleeneze, where they can provide a local distributor where available.

 

Is it safe to enter my personal details online?

We make every effort that our website is safe and secure. We use internet standard encryption technology (SSL or Secure Socket Layer technology) to encode personal data that you send to us when placing an order through the Homeware.Direct website and with our merchant providers.

You can make sure that you are in a secure area of the website before submitting any personal data to us in two ways. Firstly, check the web address (also called URL) begins with 'https'. Secondly, you should look for an image of a locked padlock. In recent browsers this is found in or near where the website address is typed. In older browsers it is found at the bottom of the page.

Please note that whilst we take appropriate technical and business measures to safeguard the personal data that you provide to us, no transmission over the Internet can ever be guaranteed to be secure. Consequently, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.

If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security.

 

What is the warranty period on products?

We guarantee that all products sold by Homeware.Direct are guaranteed to be durable and reliable. Should any product you purchase from us prove to be unsatisfactory in use due to defective workmanship or faulty material, within 12 months of the original purchase date, we will replace the item at no extra cost to you upon return of the item. If we are unable to replace the item, we will give a full refund upon return of the item. Your statutory rights are not affected. You must contact us prior to returning any faulty items, providing details of the fault and the original order number.

 

What payment methods do you accept?

We accept payment by all major debit, credit cards, PayPal and Google with the exception of American Express.

 

Will I receive confirmation of my order?

Yes, after placing your order we will automatically send you a confirmation email to the email address you use to login-register with. This will include a summary of the items you have ordered, the delivery address and the billing details. If you have not received this order confirmation email within 12 hours please check your spam folder. If there is nothing in your spam folder please contact us using our enquiry form.

 

 

Delivery

Where do you deliver to?

We currently deliver to the UK and Republic of Ireland. Within the UK we deliver to Mainland UK, Northern Ireland, Scottish Offshore Islands, the Isle of Man, Channel Islands and Isles of Scilly.

 

Do you deliver to PO Boxes and BFPO addresses?

We are sorry but we are unable to deliver to BFPO or PO Box addresses.

 

How much will delivery cost me?

Orders delivered to anywhere in the UK will be charged at £3.95 per order and orders delivered to the Republic of Ireland charged at €4.20. At certain times we may offer free delivery on either individual items or orders. Orders are delivered FREE if you spend £50 or more

 

How long will delivery take?

We will typically aim to get your product to you within 3-5 working days if delivering to the UK and 4-6 days to the Republic of Ireland. However, items we personalise for you are likely to take longer.

 

What time will my delivery arrive?

We are unable to specify a delivery time for your order. If you are not in when the courier calls they will leave a card with instructions for re-scheduling your delivery.

 

What if I am not in when my parcel is delivered?

If you are not in when the courier calls they will leave a card with instructions for re-scheduling your delivery

 

Can I track my delivery with the courier?

Yes, we provide a facility to track many of the items you order but there are some exceptions within our personalised product range.

In your order confirmation email we provide a link called. "Track your order" but you can also access this by logging into My Account and clicking into. "Where is my order?"

 

Can I change the delivery address?

No, you can only change your delivery address at the time you place an order. Once you have placed and paid for your order, we are unable to amend the address.

 

I haven't received all of my order

It is sometimes necessary for us to dispatch your order in multiple parcels. The note in your parcel will let you know which item(s) you should have received in that parcel.

If you believe some items are missing please contact us using our enquiry form.

 

 

Returns

How long do I have to return items?

You can return your item for any reason, at any time within 30 days of receipt, for a full product refund, provided the goods are unused and in their original packaging. Please be advised that there are some exceptions to items you can return.

All personalised items are excluded from our 30 day return period, as is pre-recorded material, software and, where the seal has been broken, fragrances. Mobile phones are also non-returnable if activated. For reasons of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items if faulty or damaged.

All products sold by us are guaranteed for a period of 12 months from date of purchase. If your item becomes faulty during this period please contact us for further advice. Our warranty does not cover wear and tear or faults that were pointed out prior to purchase.

 

Is there anything that I cannot return?

Please be advised that there are some exceptions to items you can return:-

  • Any products that we have personalised for you, unless the product is faulty or the personalisation is not as you instructed.

  • Any pre-recorded material and software, fragrances and cosmetics where the seal has been broken. For reasons of health and hygiene, earrings for pierced ears, body bars, swimwear and lingerie are also excluded. You may only return these items if faulty or damaged.

  • Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.

     

    How do I return an item?

    Simply return the item with your order date and order number written on the outside of the package to:-
    Customer Services Team
    Homeware.Direct
    380 Lowedges Road
    Sheffield, S8 7JF
    South Yorkshire

    Please contact our Customer Services team on 0780 5311153 or send us an email to info@homeware.direct

    If the item contains liquids;
    The item is large in size;
    Or the item was purchased more than 30 days ago.

    For reference our returns address is:-
    Customer Services Team
    Homeware.Direct
    380 Lowedges Road
    Sheffield, S8 7JF
    South Yorkshire

     

    How long does it take to process the return?

    All necessary refunds will be processed on receipt of the items back into our warehouse. Please allow up to 14 working days for any refund to be paid to you.

     

    Do you refund the delivery charge?

    The cost of any return postage is the customers' responsibility and will not be refunded unless the item is defective or the order is incorrect. In these instances you must contact our Customer Services team for further advice, using the customer enquiry form before you return your item.

     

    What if my order is damaged or incorrect on arrival?

    If your order is damaged, faulty or incorrect on arrival then please contact our Customer Services team straight away using the enquiry form.

     

    What do I do if my product becomes faulty?

    All products sold by us are guaranteed for a period of 12 months from date of purchase. If your item becomes faulty during this period please contact us for further advice using our enquiry form. Our warranty does not cover wear and tear or faults that were pointed out prior to purchase.

     

    Security & Privacy

    Is it safe to shop online at Homeware.Direct?

    We make every effort that our website is safe and secure. We use internet standard encryption technology ("SSL" or "Secure Socket Layer" technology) to encode personal data that you send to us when placing an order through the Homeware.Direct website.

    You can make sure that you are in a secure area of the website before submitting any personal data to us in two ways. Firstly, check the web address (also called URL) begins with https. Secondly, you should look for an image of a locked padlock. In recent browsers this is found in or near where the website address is typed. In older browsers it is found at the bottom of the page.

    Please note that whilst we take appropriate technical and business measures to safeguard the personal data that you provide to us, no transmission over the Internet can ever be guaranteed to be secure. Consequently, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.

    If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security.

     

    What will you do with my personal details?

    When using Homeware.Direct you will be asked to provide information about yourself. This information is needed to process and deliver the goods you have ordered.

    We will ask for your name, e-mail address and postal address. These details will enable us to process your order and contact you in the event of any queries. We will also ask for your telephone number, so that we can contact you urgently in the event of any problem with your order. We may communicate with you by e-mail or telephone.

    We may also use the information we hold to notify you of important changes, new services and special offers. You have the right to ask for a copy of the information we hold on you and to have any inaccuracies corrected.

    By using our site you consent to the collection, retention and use of this information by Homeware.Direct and Kleeneze, where you have not opted-out of this service.

    The information that you provide to Homeware.Direct as a Kleeneze distributor is only accessible to us and Kleeneze as our distributors - it will not be shared with any other third party.

     

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