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?

We are currently trialling a limited Click & Collect service, offering collection from store within 24 hours. This is planned to be available from 6pm to 9am but may need to be switched off slightly sooner, depending on demand at specific stores. The products available for collection include our Outdoor Living range, Garden Power, BBQs and Spas.

Once you have placed an order, your local store will send you a text message once your item is ready to collect, and we will hold this for 48-hours. Please do wait for this message before you head to store.
If for any reason, the product you have requested isn’t available at your local store, we will give you a call to let you know, so you don’t make a wasted trip.

This trial will allow us to review demand, and test viability to continue this service outside of store trading hours. We will share an update on this page once available.

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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