Home Den — Shipping & Delivery Policy

Effective date: 1 September 2026
Last updated: 1 September 2026

1. Where We Deliver

Home Den currently delivers to residential and business addresses within Great Britain (England, Scotland and Wales).

We do not currently deliver to:

• Northern Ireland;
• the Channel Islands;
• the Isle of Man

2. PO Box Addresses

Some products and delivery services may not be suitable for delivery to PO Box addresses. Where possible, we recommend providing a residential or business street address to help avoid delivery delays or problems.

3. Delivery Estimates

Estimated delivery periods are provided on relevant product pages where applicable and are generally expressed in working or business days.

Delivery periods are estimates rather than guaranteed delivery dates.

Home Den cannot normally specify or guarantee the particular day on which a parcel will arrive.

Different products can have different production and delivery times, so please check the information displayed on the individual product page before ordering.

We aim for our products normally to be delivered within 21 days, although the individual estimate shown for the product should be checked before purchase.

We will comply with applicable consumer-law requirements concerning delivery, including the applicable default delivery period where no different period has been agreed.

4. Delivery Method

Home Den does not currently offer customers a choice between different postage services.

The delivery method and any applicable delivery charge will be displayed or otherwise communicated as part of the ordering process where required.

The carrier used may vary according to the product, fulfilment partner and dispatch location.

5. Production and Dispatch

Some products may be produced after your order is placed, while others may be supplied from existing stock.

Production or processing time may therefore form part of the overall estimated delivery period.

6. Split Deliveries

Home Den works with different production, supply and fulfilment partners.

If you order more than one product, your order may arrive in more than one parcel, on different days and potentially through different delivery carriers.

Receiving only part of an order does not necessarily mean that the remaining items are missing.

Please check any dispatch or tracking information provided and contact us if you are concerned.

7. Tracking

Tracking information may be provided where it is available for the delivery service used.

Not every delivery service or stage of a shipment necessarily provides the same level of tracking information.

8. Delays

Occasional delivery delays can occur because of carrier disruption, severe weather, customs processing, peak trading periods, production issues or other circumstances.

If we become aware of a significant problem affecting your order, we will take reasonable steps to assist.

Your statutory rights concerning delayed or undelivered goods remain unaffected.

9. International Fulfilment

Although Home Den currently delivers only to customers in Great Britain, some products may be produced or dispatched from outside the United Kingdom.

The origin of a parcel therefore does not necessarily indicate where Home Den itself is based.

10. Customs, Import VAT and Import Charges

Where a parcel is subject to import VAT, Customs Duty, courier handling fees or other import charges that are legally payable by the recipient, those charges will be the responsibility of the customer.

Where import taxes, duties or charges are legally the responsibility of Home Den or have already been included in the price paid at checkout, the customer will not be required to pay those charges again.

If a courier or postal service asks you to pay an unexpected import charge before delivery, please contact support@homeden.co.uk before making payment where possible so that we can investigate the circumstances.

Home Den will make reasonable efforts to ensure that any known mandatory charges payable by the customer are made clear before an order is placed.

11. Address Accuracy

Please check your delivery address carefully before completing your order.

If you discover an error, contact us immediately.

Once an order has entered production, fulfilment or dispatch, we cannot guarantee that an address can be changed.

Where an incorrect or incomplete address supplied by the customer results in a parcel being returned, lost or requiring redelivery, reasonable additional costs may be payable by the customer where permitted by law.

This does not affect your rights where Home Den or its delivery partners have made the error.

12. Safe Places and Delivery Instructions

Where a carrier allows you to redirect a parcel or nominate a safe place, neighbour or alternative delivery arrangement, please ensure that your chosen location is appropriate and secure.

Responsibility for a parcel in these circumstances will depend upon the facts and applicable law, and nothing in this policy removes rights that cannot legally be excluded.

13. Refused or Uncollected Parcels

If a parcel is refused, not collected or returned because of circumstances attributable to the customer, please contact Home Den.

We will consider the circumstances and applicable consumer rights before determining how the order should be handled.

Additional delivery or return costs may be payable where reasonable and legally permitted.

14. Missing or Damaged Parcels

If an order appears to be missing or arrives damaged, please contact:

support@homeden.co.uk

Please do not contact the production, supply or fulfilment partner directly.

Home Den will investigate with the appropriate partner or delivery carrier and provide an appropriate resolution in accordance with your rights.

15. Contact

For delivery questions:

Home Den
Email: support@homeden.co.uk