Frequently Asked Questions

We’ve put together answers to some of the questions we’re asked most often. If you don’t see what you’re looking for, or need a little more guidance, our Customer Service team will be happy to help - just email us at hello@hausahome.com.

Placing an order

  • Which payment methods to you offer?

    We accept all major credit (including American Express) and debit cards, Apple Pay and PayPal.

    We also offer interest-free finance options through our partnership with Zopa Bank.

  • Do you offer interest free credit?

    HAUS A HOME can offer 0% interest-free credit, subject to approval. Find out more on our finance page.

    Please note, if you select this payment method, we can only deliver to your registered billing address.

    You can find out more information here.

  • How can I contact you?

    If you need assistance, our Customer Service team is available Monday to Friday from 9am to 4pm.

    Please use our contact form here, and we’ll aim to respond within 24 hours, or email us directly at hello@hausahome.com.

  • Where can I view your fabric options?

    We offer a free fabric sample service, allowing you to select up to 5 fabric samples for delivery within 2–3 working days. You can order your free fabric samples here.

  • Do you have a showroom?

    Unfortunately not, we currently operate exclusively online.

  • Can I cancel an order that I've just placed?

    Of course. Please get in touch with us as soon as you can as you only have a 7-day cooling off period to cancel your order.

  • Can I change my existing order?

    Yes! Please contact us within 7 days from the date of your order confirmation with your order number, and we’ll do our best to offer some options.

    If there’s a price difference, we’ll either issue a partial refund to your original payment method (if the new product is less expensive) or send a payment request for the balance (if the new product is more expensive).

Delivery

  • How long will it take for my order to arrive?

    Delivery of our made-to-order products usually takes 6 to 8 weeks from the time you place your order, allowing us to devote the necessary time and attention to create your order just for you.

  • Do you deliver outside mainland UK?

    No, we are unable to deliver outside of Mainland UK.

    We do not deliver to Northern Ireland.

  • Can I edit the delivery address on my order?

    Yes, please reach out to us with your order number and new address as early as possible, and we’ll update it for you, provided your item hasn’t already been dispatched for delivery.

  • How much is delivery?

    Delivery is £90, covering a premium, white-glove service to ensure your order is transported with the utmost care.

  • What if I miss the delivery date?

    If you miss your delivery, re-delivery charges will apply at the same rate as your original delivery charge.

  • I missed my delivery slot, can the driver come back today?

    Unfortunately, routes are pre-planned and fully booked, so we are unable to return the same day. You’ll be contacted to rebook your delivery.

Returns and Refunds

  • Can I return my sofa?

    As all of our sofas are made to order to your chosen fabric and colour, returns are only accepted within the 7-day cooling-off period, or after delivery subject to a £299 collection fee. The item must be unused and in the same condition as delivered. To arrange a return, please email us at hello@hausahome.com with your full name, order number and reason for the return. Please check our full Returns & Refunds Policy for more information.

  • Are delivery charges refundable?

    If you cancel your order within the 7-day cooling-off period, your delivery charge will be refunded in full. For returns arranged after delivery, the original delivery charge is non-refundable and a £299 collection fee will also apply. If your sofa arrives faulty or not as described, we will refund your original delivery charge in full.

  • Can I cancel my order after the 7-day cooling-off period?

    In exceptional circumstances, we may be able to accept a cancellation after the 7-day cooling-off period, subject to a £299 collection fee which will be deducted from your refund. The item must be unused and in the same condition as delivered. To request this, please email us at hello@hausahome.com with your order number. This is offered at our discretion and is not guaranteed. If your item develops a manufacturing fault, please refer to our Returns & Refunds Policy for details of your guarantee and repair or replacement options.
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