Delivery & Returns Policy

TERMS AND CONDITIONS

General 

These terms and conditions apply to the use of the www.zomehome.co.uk website, interior design business and associated catalogues and promotional activity, which are operated by ZOME Home Ltd. References to ZOME Home as ‘we’, ‘us’ and ‘our’ shall be deemed to be references to ZOME Home Ltd. References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.zomehome.co.uk website, as well as for telephone or postal orders. These terms & conditions also cover our catalogue(s), emails, interior design business, and any other associated promotional activity. 

By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, catalogue, emails, interior design business or phone. 

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by phone 0113 3970 381 Monday to Friday 9am to 5pm or by email on hello@zomehome.co.uk.

 

Our details 

ZOME Home Ltd

4100 Park Approach

Leeds

LS15 8GB

Telephone: 0113 3970 381 

Registered in England and Wales No. 12769294
VAT Number 355420414

All calls will be charged at the local rate (BT users only, other network charges may vary), and both inbound and outbound calls may be recorded for quality monitoring and training purposes.

 

Orders 

When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions. 

By placing an order through our website you are making an offer to ZOME Home to purchase the goods outlined in your order upon the terms described in your order. 

When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

Please note, we may not be able to change/amend or cancel your order once it's been picked by our suppliers / manufacturers.

All prices on our website, catalogues, emails are shown and charged are in GBP. 

After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and despatched to you. 

Please note that we will not be able to meet any obligations as a result of the following reasons:

  • If the product you ordered is out of stock.
    • We are unable to authorise your payment.
    • If it is identified that there is a product description or pricing error.
    • If customers do not reach any order criteria outlined in the Terms & Conditions.
    • If the delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email. 

ZOME Home reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the ZOME Home website. 

When placing an order, you will be added to our Exclusive mailing and email list. However, should you wish to not receive mailings, please inform our Customer Service team and they will remove you from our Exclusive list. You can remove yourself from the Email list by amending your email preferences via the link at the bottom of each email, or through our unsubscribe page

Once an order has been despatched from the Warehouse, we cannot cancel it, stop it or delay the delivery, nor change the delivery address.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel. 

 

Debit / Credit card & PayPal Payments 

Please note that you will be charged straight away for the whole value of the order. This is also the case for items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items.

 

Payment by Cheque 

If you are paying by cheque, on rare occasions items may sell out whilst the cheque is being cleared. Where this occurs, we will reissue a cheque for the amount.

 

Deliveries 

We use several different suppliers and manufacturers who use different couriers for our deliveries depending on size, weight and number of parcels. 

Please note that the courier will automatically be selected depending on the above. 

All delivery charges are subject to change depending on the size and the weight of your parcel. Our Customer Service team or supplier/manufacturer delivery company will contact you before despatching your parcel should this be the case and we may ask you for additional delivery charges.

Before you finalise and submit your order please ensure the delivery address is correct including the postcode. 

Please also check your order confirmation as we will have to charge an additional fee should the parcel be despatched with an incorrect address on. 

Please note we do not offer delivery outside of mainland UK.

 

Important Info

Your large & heavy items will be delivered safely to the room of your choice, providing no access issues and that it is safe for the delivery crew to do so (Please note if the delivery crew feel it is unsafe for them to take it to a particular room, upstairs, small area, etc... and/or without doing potential damages to walls/flooring, at their discretion, they can refuse the room of choice delivery) and the packaging will be removed on request only. For more info on our 2 MAN delivery, please refer to our FAQs.

For all fragile, large & heavy items delivered by the couriers, please make sure to fully check the product and/or check that you are fully satisfied with it and that it's suitable, before asking our courier to remove the packaging, as we will be unable to send you spare packaging and we cannot accept any large items to be returned without their packaging.

  • You can request during the order process that your parcel is left with a neighbour or in a safe place.
    • Please note that the courier will automatically be selected depending on the size of your parcel/order/supplier/manufacturer.
    • All deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments.
    • If you contact us to say that you have not received your order, we may ask you to check around your house/garden and with your neighbour as your parcel may have been left in a safe place or with a neighbour.
    We will require you to sign a non-receipt form before we can resend your order. This can be sent via email or by the post and must be received back within 7 days.
    • Please ensure you check the item carefully before signing for it as unfortunately we are not able to accept any item back where the damage has occurred in transit and is not reported at the time of the delivery.

    

Website / Catalogue Product Pricing and Descriptions 

Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees. 

We undertake all reasonable care to ensure that all the details, prices and descriptions of products in our catalogues and on our website are accurate at the time when they are either entered onto our system or printed. This also applies for promo codes created with the wrong discount. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. 

Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions. 

On very rare occasions, an error may occur and goods may be incorrectly priced on our website, mailings and/or catalogues. In these circumstances, we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. 

We reserve the right to correct any price errors as we see fit. If such a situation occurs, we will cancel your order and refund the price you have paid, and in addition will use reasonable endeavours to contact you and ask you whether you wish to repurchase the item at the correct price. If we are unable to contact you, we will proceed to cancel your order and refund the price you have paid. 

We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website and in the catalogue are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding. 

Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

Please note we cannot be responsible for any third party articles, websites or all other external press for price discrepancies and the advertising of out of stock items. We will not be in the position to refund any price discrepancies between such articles and our website.

Price Adjustment Policy 

ZOME Home is happy to offer a Sale Price Adjustment on items purchased up to seven days prior to the start date of the sale. The same item must still be available at the time of your request and before any sale price adjustment can be made and the difference will then be issued in the form of a credit note which is valid for 12 months. 

We are unable to offer a price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down.

 

Contract Cancellation 

If you wish to cancel your whole order (except made to order items) and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 0113 3970 381 or inform us via email at hello@zomehome.co.uk. You will then need to return the whole order to us, in the original packaging, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right. 

This does not affect your statutory rights.

 

Returns Policy 

Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed. Please note we may refuse to refund your item(s) if not in the original packaging. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. 

If an undamaged item is returned to us outside of the 28 day time frame, a credit note (valid for 1 year) may be issued, at the discretion of ZOME Home. 

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 10 working days to be processed, please note may take longer during busy periods up to 21 working days. 

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email. 

We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc...), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated in the “Size & Info” tab on appropriate product page).

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at ZOME Home discretion. 

If you wish to cancel your whole order (except made to order items) and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 0113 3970 381 or inform us via email at hello@zomehome.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.  

We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team. 

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by ZOME Home. 

Please make sure to read all care instructions on the product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

Please note we do not offer any collection service or returns label from the areas and postcodes below, you will need to use an alternative service to return your parcel to us:

The Isle of Wight, Isle of Scilly, Northern Ireland, AB31-AB38, AB40-AB56, FK20, IV1-IV28, IV30-32, IV36-IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA38, PH4-PH41, PH49-PH50, IV41-IV49, IV51, IV55, IV56, KA27, KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE. 

 

Product Variation 

Please note some of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary. 

This applies to all products described as “Vintage”, “Antique”, “Rusty”, “Washed”, “Brushed”, “Rustic”, “Distressed”, “Weathered”, “Aged”, “Hand-Made”, “Hand-Finish”, “Hand-Tufted”, “Hand-woven”, “Natural”, “Traditional”.

Each item is manufactured from natural sources, so size and colour may vary slightly making each piece completely unique.

 

Refunds / Replacement

It can take up to 7 working days from the date of your return for your parcel to be delivered back to the Warehouse. 

We will inspect the returned item and will notify you of your refund or replacement via email. 

This is usually done within 10 working days of receiving your return into our Warehouse. 

During busy periods, please allow up to 21 working days for your return to be received and processed. 

Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.) 

Please contact our Customer Service team on 0113 3970 381 for the payment of the collection. If you wish to receive a replacement, the new item will be despatched once the original product has been received in the Warehouse.

 

Damaged / Faulty Goods

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

For all fragile, large & heavy items delivered, please make sure to fully check the product and/or check that you are fully satisfied with it and that's it's suitable, before asking the courier to remove the packaging, as we will be unable to send you spare packaging and we cannot accept any large items to be returned without their packaging.

You will need to send us pictures/videos of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures/videos of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures/videos of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund. After six months of ownership, it's up to the customer to prove that the problem was there when they received the product and that the fault was not down to ordinary wear and tear, or damage the customer caused, and that the product (or a component) should have lasted longer than it did.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

Please make sure to read all care instructions on the product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement, an exchange or a refund. 

For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information. 

 

Returning an item

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. Please note we may refuse to refund your item(s) if not in the original packaging

Please ensure that you include the RETURN FORM within the parcel. 

Returns can take up to 10 working days to be processed. During busy periods, please allow up to 21 working days for your return to be received and processed. 

We cannot accept responsibility for packages that never reach us.

 

Promotions 

Please note that only one promotional offer can be used at any one time. 

Promotional codes are not valid on Sale items or Clearance products.


Although we will instruct affiliate windows, press and magazines to remove offers or promotions from their sites/publications when they are no longer valid, we cannot be responsible for the failure to do so and will not be in the position to refund any price discrepancies between such articles and our website.

  

Credit note 

Credit notes are created as and when a refund is not possible or you have specifically requested a credit note. The credit note is a code that is set up for the value of your credit. 

Credit note codes can also be created when you are using a Gift voucher/Credit note to place your order, but the value of your order is less than the value of your voucher/Credit note. We will then create a new credit note of the remaining value.

Credit notes are valid for 1 year from the date it was created.
Your credit note code will be communicated to you via phone or email. 

A credit note may be created instead of a refund if:
• An item is returned outside our 28 days Return Policy and accepted
• An item is returned not properly packaged and has been damaged in transit back to us
• An item has been used and has some light marks/damages
• An item has been purchased up to seven days prior to the start date of the sale, as specified in our Sale Price Adjustment policy. 

Your Credit note code must be entered online in the “Promotional Code” box which appears in your Shopping Basket below your item details.

Once you have entered the code, click ‘Apply Code’. You must enter the Credit note code before you proceed to the secure checkout as it can’t be applied later. The credit note code is also valid over the phone, in which case you will simply need to quote the code at the point of order. 

You can only apply one credit code or one promo code per order. If you wish to use multiple codes, please call our Order line on 0113 3970 381 and we will be able to place you order for you using all your vouchers. 

If you would like to place an order for less than the value of your Credit note, please call our Order line on 0113 3970 381 and we will be able to place your order using your code
and create a new code of the remaining value

 

Disclaimer & Limitations of Liability 

ZOME Home does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent. 

To the utmost extent allowed by law and save as provided above, neither  ZOME Home nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of ZOME Home or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of the ZOME Home website, the supply of the products or their use of resale by you). 

These limitations of liability, as outlined here, shall apply equally for the benefit of ZOME Home Ltd. and any other linked company as if references to ZOME Home included references to each linked company. 

Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, ZOME Home do not give any warranty to its completeness or correctness and ZOME Home cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information. 

ZOME Home make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems. 

In addition, ZOME Home cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with ZOME Home.

 

Privacy 

Our Privacy Policy can be found on our terms and conditions page. Visitors are required to read this privacy policy. In accessing, browsing or otherwise using this Website, you confirm that you have read, understood and agree to this privacy policy in its entirety. If you do not agree to this privacy policy in its entirety, you should not use this Website. In using the website, you also agree that we can use cookies on your computer, mobile or other device - please see our terms and conditions page. 

 

Copyright & Trademark

All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of ZOME Home or it’s technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the ZOME Home site is forbidden, with the exception of: 

Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with ZOME Home or for non-commercial purposes. 

The complete liability of ZOME Home under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions. 

ZOME Home will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control. 

ZOME Home may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of ZOME Home. 

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.

 

Territory and Law 

The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. 

This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.