Homebase stores and service updates (FAQs)

A carefully selected range of seasonal products is now available for a trial Click & Collect service. Selected products are also available to order online for home delivery, or you can visit one of our stores, which are all open with social distancing measures in place to help everyone shop safely. For our latest opening times, please see our store locator.

What safety measures do you have in place at your stores?

All our stores have been carefully set up to ensure they can be run safely for everyone. Strict safety precautions include guidelines on the floor throughout stores, and in queues and checkout points to help maintain strict social distancing, and perspex screens at tills.

In line with Government guidance to minimise cash usage, we are temporarily only accepting card payments. Our store teams now have staggered start timings, as well as planned and staggered lunch and break times. We have set up Care Stations to provide teams with access to regularly replenished glove supplies and cleaning equipment, and ensure that all surfaces, baskets and trollies are regularly and thoroughly cleaned. In addition to this, we have disinfectant available for customers to use at the store entrance, should they wish to give their basket or trolley an extra clean before they use it.

What are your opening times?

For our latest opening times please see our store locator

Can I Click & Collect?

Click and collect is available across a selected range of products, offering a collection service from store within 24 hours.

Once you have placed your Click & Collect order you should expect:

  1. To receive an email, which confirms your Homebase collection store is busy picking your order
  2. To receive a confirmation SMS or call from the store once your order is ready to collect. Please do not travel to store until you have received this confirmation.
  3. Collection of your order within 24 hours at the customer services desk in store, using your order reference number found on your confirmation SMS. Please follow the social distancing measures we have in place on collection of your order.

At this unprecedented time our team members are working hard to ensure you can click & collect in a safe and secure way. During these times, collection may take longer due to customer demand, but we will aim to have your order ready as soon as we can, and we thank you for your patience and understanding when this occurs.

Please also note, if your order includes an age restricted product you will be required to show photographic ID.

Orders can be collected from your local store in line with their opening times.

Are home deliveries still running as usual?

Yes, but given we’re busier than normal, deliveries will take a little longer. Our home delivery service has been adapted to keep our teams and customers safe during this time. All items will be delivered in line with social distancing guidelines, following a contact-free process. Larger items will either be delivered to the first accessible room in your home, or to an agreed contact-free drop off point.

My order has been delayed; can I get a refund?

Firstly, we’re really sorry we’ve let you down. If you’ve not received your order and would like a refund, you can make this request here. The money will be back into your account within seven working days of when the request is processed, though due to the volume of enquiries, it is taking us a little longer than usual. Please be reassured that every single refund request will be honoured.

Can I get a refund in store?

Yes. You can now return your items to store for a refund.

What precautions do you have in place to protect your warehousing and delivery teams?

We have put wide-ranging measures in place to ensure the safety of our teams, both making deliveries and in our warehouses. We are following strict Government guidelines, which include creating extra space in the warehouses to allow for social distancing and staggering shift changeovers.

Latest update from Damian McGloughlin, Homebase CEO

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