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Help & Support

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Home Delivery

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Delivery costs & options

What delivery options are available?

Saver Delivery £4.99

Your order will be delivered within 5-7 working days by one of our trusted delivery partners, check the individual product for delivery date.

Home Delivery - Standard £5.99

Your order will be delivered within 2-4 working days by one of our trusted delivery partners, check the individual product for delivery date.

Home Delivery - Supplier Direct £4.99

Your order will be delivered by one of our trusted suppliers, check the individual product for delivery date.

Next Day Delivery £6.99

Order before 7:30pm (Monday - Thursday) and your order will be delivered the next working day.
Order before 3:30pm on Sunday and your order will be delivered the next working day.

Home Delivery - Large Saver £9.99
Your order will be delivered by one of our trusted delivery partners, check the individual product for delivery date.

Home Delivery - Extra Large Standard £14.99
Your order will be delivered by one of our trusted delivery partners, check the individual product for delivery date.

Home Delivery - Extra Large Next Day £29.99
Order before 3:30pm (Monday - Friday) and your order will be delivered the next working day.
Selected products only, check the individual product for availability

Free delivery when you spend £100 or more.
Free home delivery when you spend £100 or more (excluding delivery). Applies to Saver, Large Saver & Home Delivery - Supplier Direct orders only.

Delivery areas

Where do you deliver to?

We deliver to addresses within England, Scotland including some areas of the Scottish Highlands and Islands, Wales, the Isle of Wight and the Isle of Man. We’re sorry but we’re temporarily unable to ship to Northern Ireland.

We are unable to ship to the locations below or to any country outside of the United Kingdom at this time.

AREA	POSTCODES
Northern Ireland	All BT postcode areas
BFPO	All BFPO postcode areas
Channel Island	All JE & GY postcode areas
Outer Hebrides	All HS postcode areas
Kirkwall / Shetland Islands	KW15, KW16, KW17. All ZE postcode areas
Highlands / Islands	PA34, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75,PA76, PA77, PA78, PA80, PH40, PH41, PH42, PH43, PH44
Isle of Skye	IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV51, IV55, IV56

Safe place nomination

What is a safe place?

A ‘safe place’ is a designated place where couriers can drop off your parcels securely, without you being there in person. Typical examples include sheds, greenhouses or porches. You can select your ‘safe place’ via the app by entering your tracking number, choosing the ‘divert’ option and selecting your preferred 'safe place’.

If a safe place hasn’t been chosen, but there is somewhere safe to deliver the parcel, the courier will leave it there and take a photo, which will be included in the delivery notification email.

If there isn’t a safe place to deliver, the courier will knock on the door and step back. When you answer, they’ll ask for your name to ensure a safe delivery, but you will not be asked to sign on the handheld device. If there isn’t an answer, the courier will re-attempt delivery on a different day.
Change delivery details

How can I change my delivery details?

If you have an order placed with us that has yet to arrive then you can amend your delivery via the courier service site. You may need to await contact from our selected courier service to make amendments.

If you require any assistance with the courier’s own service, then please contact them directly. Any order specific enquiries, please contact our Customer Care team.

Please note: certain restrictions may apply dependant on the courier’s own requirements. Please contact the courier directly if you have any questions about their services.
Tracking an order

How can I track my order?

As your order is being delivered direct from the supplier, many use their own couriers so you may not be able to track your order online. If your delivery is out of the delivery timescale, then please contact our customer services team.

Provided we have the correct contact details for you, our selected courier will attempt to contact you via e-mail, SMS or phone to inform you of the time of your delivery.
Missed delivery

What happens if I miss my delivery?

If nobody is at home when the driver calls, we will try to leave your item with a neighbour or in a safe place. Our delivery partner will leave you a card to advise you of this or, if delivery has not been possible, details on how to rearrange your delivery. If we are likely to encounter problems in delivering to your chosen delivery address, please let us know when you place your order.

My Order
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- Track my order
  
  How do I track my order?
  
  We are delighted to be re-launching Homebase and are excited about our new chapter. If you have purchased an item after the transition to CDS superstores on the 21st of January you can use our order tracker to track your order online.
  
  Our couriers provide a safe place delivery service if you’re not at home. They will leave a delivery note to advise you where your order has been left. Your delivery may have been left safe at your specified address, or with a neighbour. If the order has still not arrived, please contact our Customer Care team.
  Need help from our Customer Care team? For the fastest response, use our live chat function — located in the bottom left corner of your screen.
  
  Contact Us
- Order not received
  
  I haven't received my order
  
  Our couriers provide a safe place delivery service if you’re not at home. They will leave a delivery note to advise you where your order has been left. Your delivery may have been left safe at your specified address, or with a neighbour. If the order has still not arrived, please contact our Customer Care team.
- Change or add to an order
  
  I'd like to amend an order
  
  Once an order has been placed with Homebase.co.uk and you have received your order confirmation, we are unable to amend the order or delivery.
  If you want to add or remove products from your order, please contact our Customer Care team and we will attempt to cancel the original order, allowing you to complete a new order.
  For unwanted items, if we’re unable to cancel your order, you can accept the delivery and then return the items to your local wilko/The Range store for a refund.
  
  Need help from our Customer Care team? For the fastest response, use our live chat function — located in the bottom left corner of your screen.?
  
  Contact Us
- Cancel an order
  
  I'd like to cancel my order
  
  Once an order has been placed with Homebase.co.uk and you have received your order confirmation, we are unable to amend the order or delivery. However, we will do our best to intervene and cancel the order before it is dispatched. You can request an order cancellation by contacting our Customer Care team.
  If we are unable to cancel the order, please refuse delivery.
  Don’t worry, we will keep an eye on things and keep you updated throughout the cancellation process.
  
  Need help from our Customer Care team? For the fastest response, use our live chat function — located in the bottom left corner of your screen.
  
  Contact Us
- Report a damaged item
  
  I've received a damaged product
  
  If you’ve received a damaged item, we’re more than happy to refund or exchange it within 14 days of delivery. Please let us know about your damaged item by getting in touch with our Customer Care team.
  
  Nothing in these T&C's excludes or limits your legal rights, also referred to as your statutory rights.
  Contact Us
- Get a VAT receipt
  
  How can I get a VAT receipt?
  
  The order confirmation you receive upon completing your order contains all the information needed for a VAT receipt. We do not issue a separate VAT receipt for orders placed via the website. If you need your order confirmation re-sending, please contact our Customer Care team.
  
  Need help from our Customer Care team? For the fastest response, use our live chat function — located in the bottom left corner of your screen.
  
  Contact Us
Returns & Refunds
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- Return an item
  I'd like to return an item
  Returns & refunds
  
  We hope you enjoy your purchases from Homebase.co.uk. However, if you do change your mind and would like to return something you’ve bought from us, you can do so as follows:
  
  For in-store purchase, within 14 days of receipt.
  
  For online purchases, including “Click & Collect” purchases, you must notify us of your intention to return within 14 days of receipt, you must then either return or arrange the collection of the item within a further 14 days. In any event, the item(s) must be returned or collected within 28 calendar days from the day on which you received them.
  
  In each case, the item(s) must be returned in an unused and resaleable condition.
  
  Please see How to return your items to initiate your return.
  
  Exclusions
  
  Perishable Goods such as plants, including cut Christmas trees, and food items
  
  Goods that are made to measure, made to order, cut to size or are personalised in any way to meet your individual requirements
  
  Goods that are sealed for hygiene or health protection purposes where the packaging has been opened after delivery or collection, such as mattresses, duvets, bedding, pet litter trays and toilet seats
  
  All returned items must be unused, ideally in their original packaging, with a receipt or order confirmation. Products which have been installed cannot be cancelled or returned unless faulty.
  
  If your item is shipped by homebase.co.uk and is damaged or faulty, you can return it to any The Range/ wilko stores. Alternatively, please contact Customer Services Team with your order number and we’ll look into it.
  
  If your item is shipped direct from a supplier and is damaged or faulty, please follow the steps in How to return your items to initiate your return. Alternatively, please contact Customer Services Team with your order number and we’ll look into it.
  
  Your consumer rights are not affected.
  
  How to return your items
  
  If your item was shipped direct from one of our suppliers, follow these steps to return it:
  
  Find your 12-digit order number – this is in your confirmation email
  
  Contact Customer Services Team to arrange a returns label or courier collection
  
  Your refund will be credited back to the original payment method within 5-7 working days of the item being received by the supplier
  
  Please note any unwanted or change of mind homebase kitchen returns will incur a £50 collection charge. Supplier shipped items cannot be returned to a store.
  
  If your item was shipped directly from homebase.co.uk, you can return it within 14 days to The Range/wilko stores. Alternatively, follow these steps to return it:
  
  Find your 12-digit order number – this is in your confirmation email
  
  Contact Customer Services Team to arrange a returns label or courier collection
  
  Your refund will be credited back to the original payment method within 5-7 working days of the item being received by us
  
  For orders placed pre 21st January 2025: A message from Teneo
  
  If you placed your order on homebase.co.uk prior to 21st January 2025, please note that Gavin Park, Gavin Maher and Adele Macleod of Teneo Financial Advisory Limited were appointed as Joint Administrators of HHGL Limited (trading as Homebase) on 13th November 2024.
  
  As a result of Homebase entering into Administration, we are unable to assist with queries relating to purchases prior to 21st January 2025 and recommend you get in touch with the firm who are undertaking the administration of the Company. You can get in touch with them at the following email address:[email protected]
  
  Frequently asked questions
  
  This will be indicated on your confirmation email or next to the ‘add to basket’ button. Unless this is stated, the item is sold & shipped by homebase.co.uk
  
  When returning an item, please keep it safe and protected whilst it’s in your possession. For postage, please ensure that the item is packed securely, preferably in the original packaging. If your purchase is not repacked correctly, our delivery partner may refuse collection.
  
  Refunds take between 5-7 days, depending on your card provider. Please take reasonable care of items in your possession, as we cannot take responsibility for faults or damages due to misuse, wear & tear or accidents.
  
  If you would like more information on your legal rights, contact your local Trading Standards Office or Citizens Advice Bureau.
  
  Nothing in these T's&C's excludes or limits your legal rights (also referred to as your statutory rights).
General
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- Make a complaint
  
  How do I make a complaint?
  
  We hope that you’re pleased with the service you’ve received while shopping with homebase.co.uk and with the goods you’ve purchased. If for any reason you’re not 100% satisfied, and you would like to discuss this with us please contact us as soon as possible via our Customer Services team using the link below:
  
  Contact Us
- Supported payment types
  What payment types do you accept?
  Available
  
  Mastercard
  
  Visa
  
  Delta
  
  Maestro
  
  Electron cards
  
  American Express
  
  PayPal
  
  Apple Pay
  
  More Payment Methods Coming Soon:
  
  Klarna
- ‘online only’ products
  
  Why are some products ‘store only’ or ‘online only’?
  
  Some of our products are sold online only because they are either an Online Exclusive item that’s coming from one of our suppliers directly or there is a restriction preventing us from being able to deliver to store (large or heavy items). These items are only available for home delivery.
  If you do order an item to a store using our home delivery options, you will still be charged.
- Changing account details
  How do I change my online account details?
  If you have registered for an account with homebase.co.uk (From 21st January 2025), there are plenty of ways to personalise your account and keep track of your activity. Your account will allow you to:
  
  View a full list of your past orders
  
  Buy it again from a previous order
  
  Save card details and amend existing saved cards
  
  Save and view items from your 'saved for later' list
  
  Amend your title, address book or email address
  
  Request a password reset
  
  Opt in or out of our marketing
  
  Deactivate your account
  If you are unable to use any of the above privileges, please contact our Customer Care team.
  Need help from our Customer Care team? For the fastest response, use our live chat function — located in the bottom left corner of your screen.
  
  Contact Us
- Insurance
  Insurance
  Gadget Insurance - FAQs
  
  Gadget insurance is a smart, cost-effective way of protecting the gadgets you rely on to get through your day; whether that’s the laptop you use for work (if it’s owned by you, of course), the phone in your pocket, or the tablet you use to keep your kids entertained. These things aren’t cheap to repair or replace, and gadget insurance is a fuss-free way of lowering these costs. When your covered device is damaged, we’ll foot the bill for either repair or replacement, so you can get back to using your device ASAP.
  
  Your gadget insurance policy covers the cost of either replacing or repairing your device(s) and any accessories after a loss caused by accidental/malicious damage, theft, accidental loss, breakdown, liquid damage, or unauthorised calls. You can refer to the gadget insurance policy wording included in your policy documents at purchase for the full terms and conditions.
  
  Our cover is available for PCs & laptops, tablets, and smartphones.
  
  Generally, we don’t cover:
  Any gadget that doesn’t meet the cover criteria (e.g. a device older than 36 months)
  Any claim where you can’t supply us with evidence of ownership/proof of usage
  Any deliberate damage caused by you or your immediate family
  Damage caused by ignoring manufacturer instructions
  Wear and tear
  For a full breakdown of what’s excluded from cover, please refer to pages 5-8 in your policy wording document.
  
  Your policy start date is determined by you during the quote process, so please refer to your policy schedule for your own specific start date.
  
  With Homebase gadget insurance, you’re covered almost everywhere within the UK and abroad for as long as you’re away. If it’s damaged while you’re away, any repairs your device needs will have to be done within the UK when you’re back.
  However, if you’re travelling to a country where the Foreign, Commonwealth & Development Office (FCDO) have advised against all but essential travel, you won’t be able to claim for any damage or loss sustained in that area. You can check the FCDO’s travel advice at https://www.gov.uk/foreign-travel-advice.
  
  To make a claim, you’ll need to contact your Claim Administrator as soon as possible, which you can find details for in your “How to Make a Claim” section on page 11 of your policy wording.
  
  You’ll need to pay your excess and provide your Claim Administrator with evidence of ownership and/or proof of usage before your claim can be paid out.
  
  Depending on the device and the loss you’re claiming for, you may need to take further steps. For example, if your device has been stolen or lost, you need to report that to the police within 24 hours of discovery and provide us with either your crime reference number (in cases of theft) or lost property number (in cases of accidental loss). Further information on how to claim and what we’ll require from you when you claim can be found in the ‘How to Make a Claim’ section on page 11 of your policy wording.
  
  If you need to make a claim on your gadget insurance policy, you’ll need to provide us with:
  Evidence of ownership (e.g. a copy of your receipt, a delivery note, etc.)
  
  Proof of usage (for mobile phones; this is just confirmation from your network provider that the phone in question has been used by you)
  Anything else that your Claim Administrator requests during the claim process.
  
  Your policy excess is the amount of money you’ll have to pay out-of-pocket when you make a claim. If your device is valued under £700, excesses are set at a flat £75 per claim; if your device is worth more than £700, however, you would have selected your preferred excess during the purchasing process. For a full rundown of how much excess you’ll have to pay if you want to make a claim, please check your policy schedule.
  
  If you want to change any aspect of your policy, you can give us a call on the number provided in your policy documents.
  
  You can claim as many times as you need to, up to a maximum of 2 claims a year, for the lifetime of your device.
  
  You can cancel your policy at any time. If you cancel in the first 14 days of your policy and haven’t made a claim in that time, you’re entitled to a full refund of your premium. To cancel your policy, you can contact us via the details contained within the “Cancellation” section on page 10 of your policy wording.
  
  This insurance is arranged by Best Risk and Financial Service Limited and underwritten by Collinson Insurance (a trading name of Astrenska Insurance Limited). Registered in England number 01708613. Collinson Insurance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846. These details can be checked on the Financial Services Register by visiting the Financial Services Register at https://www.fca.org.uk/firms/systems-reporting/register.
  
  Our policies are designed to put you back in the same position you were in before you experienced a loss, which means that we replace devices on a like-for-like basis. If your gadget needs to be replaced, we’ll try to supply you with one of the same model, age, and condition.
  
  We currently don’t offer cover for second-hand devices.
  
  You can only take out gadget insurance for devices you own. If you purchased your work phone yourself and are listed by name on the evidence of ownership, you can take out gadget cover for it. However, if your employer purchased your work phone, we can’t offer you gadget cover.
  
  Contents Insurance - FAQs
  
  Home contents insurance covers the items in your home against loss, theft, or damage. Whether you’re looking to protect the sofa you flop onto after a long day, the kettle that gives you your morning cuppa, and any high value items that you saved up for, the Homebase home contents insurance is here to give you exactly what you need. Everything in your home plays a part in your life, both big and small, which is why we’ve worked hard to offer you the most complete coverage.
  
  Our coverage doesn’t stop there! Your home & contents policy might also cover you against accidental damage, cover your business equipment, or cover your possessions while out of the home, depending on any extensions you might have purchased. The specifics of your own personal cover are up to you; just have a look at your documentation for more info.
  
  We’ll cover the contents of your home against damage caused by theft or attempted theft; escape of water/oil; storms or floods, as well as subsidence, landslip, and heave – essentially damaging movements in the ground.
  
  You’re also covered against things you may not have thought of, such as being hit by aircraft and flying objects, as well as anything falling from them (yes, really); vehicles or animals, and fire, explosion, earthquake, lightning, and smoke. That all might sound a little dramatic, but we call our cover comprehensive for a reason!
  
  If you’ve purchased our accidental damage extension, your policy will also cover the contents of your home against any accidental damage. Business equipment cover will protect any work-related equipment you have in your home such as computers and tablets. Finally, out-of-home cover will extend your contents insurance to protect your possessions even when you take them away from your home.
  
  For a full breakdown of what’s covered by your policy, please check the policy wording you received at purchase.
  
  You can find a full list of exclusions in your policy wording, but in general, our home contents insurance doesn’t cover wear and tear, deliberate damage, pet damage, or any viruses on your computer – even if the computer is otherwise covered.
  
  Yes, we strongly encourage you to take out a home & contents insurance policy if you’re renting. As a renter, the contents of your home are arguably more important to you than they are to homeowners, especially if your furnishings are all your own.
  
  You can get accidental damage cover, but it isn’t automatically included in the basic home & contents cover provided by Homebase. If you want your possessions to be covered against accidental damage, you’ll have to opt for our accidental damage cover extension.
  
  Yes, but you’ll have to select our ‘personal possessions away from home’ add-on when purchasing your policy.
  
  Business equipment cover comes as an add-on. If you’d like to purchase cover for equipment used for work – for example, your home office – make sure to opt for our ‘business equipment cover’ extension at purchase.
  
  Yes, we cover your contents even when you’re moving home – as long as you’re moving within the UK.
  
  No, we’re afraid that pet damage is not covered by your home contents insurance policy.
  
  Yes, your item will be covered! However, you’ll have to specify the item – i.e. what it is and how much it’s worth – when purchasing your policy. Any item that’s made of gold/precious metals or is either jewellery, stamps, medals, furs, watches, or works of art (otherwise known as a ‘valuable’) can only be covered if its value is under £2,000.
  
  Homebase is a trading style and owned by CDS (Superstores International) Limited. CDS (Superstores International) Limited is an appointed representative of Best Risk Management & Financial Service Limited, who are authorised and regulated by the Financial Conduct Authority (FCA) under firm reference no. 583497.
- Kitchens by Homebase
  Kitchens by Homebase
  Technical Guides
  
  Product Installation, Dimensions & Configurations
  
  Pre-Drilled Hole Positons - 2150mm Appliance Units
  
  Pre-Drilled Hole Positons 1970mm Appliance Units
  
  All the small print relating to Kitchens by Homebase
  
  Finance
  
  Terms & Conditions
  
  Privacy Policy
Click & Collect
- Placing a Click & Collect order
  Placing a Click & Collect order
  1. Choose a store that works for you
  
  2. Order all the things you need and pay online
  
  3. Wait for your ‘Ready to collect’ email
  
  4. Pop into store and collect your order
  
  Some of our products are online only so these are not available to collect in store. The product could also be excluded from Click & Collect if it has an age restriction applied to it.
  
  Our stores will keep your order live for 5 days. If you no longer need your order, please contact us via our contact us page for a cancellation and refund. Please note that the store will not be able to assist you with your order after the 5 day collection window has passed.
- Amending, cancelling or missing items from an order
  
  Amending, cancelling or missing items from an order
  
  If you need to cancel your order after you've placed it, please get in touch with us and we'll arrange for it to be cancelled.
  
  We're sorry but we can't redirect your order for delivery. What we can do is cancel your order if you get in touch with us and you can then place a new order.
  
  Once you've placed an order, we unfortunately can't add more items to it, but if you'd like to do some more shopping while collecting in store, our team members will be happy to help.
  
  If we're not able to complete your full order, we'll update you by email. You'll then be given a choice to either collect your available items or cancel your entire order.
  
  Unfortunately we can't order an item in from another store or our warehouse but you can place an order online for home delivery.
- Collecting an order
  Collecting an order
  1. Choose a store that works for you
  
  2. Order all the things you need and pay online
  
  3. Wait for your ‘Ready to collect’ email
  
  4. Pop into store and collect your order
  
  Some of our products are online only so these are not available to collect in store. The product could also be excluded from Click & Collect if it has an age restriction applied to it.
  
  Our stores will keep your order live for 5 days. If you no longer need your order, please contact us via our contact us page for a cancellation and refund. Please note that the store will not be able to assist you with your order after the 5 day collection window has passed.
  Need help from our Customer Care team?
- Returning an order
  
  Returning an order
  
  You can return any item's to a wilko or The Range store of your choice, and we'll be happy to help. Please remember to bring your order confirmation email with you.
  
  You can return any item's to a wilko or The Range store of your choice, and we'll be happy to help. Please remember to bring your order confirmation email with you.
  
  Of course! You can return your item's to any wilko or The Range store. You'll just need your order confirmation email to hand
  
  Refunds take 5-7 working days to be credited to your original method of payment card, depending on your payment provider.
Pre-Order
- What is a pre-order?
  
  What is a pre-order?
  
  Pre-ordering means you can get your hands on the newest items before they’re in stock by paying for it ahead of time. You can do this on selected new items or items which are out of stock and have a restock on the way. Once the item arrives at our warehouse, we send it straight to you.
- How do I know which items are eligible for pre-order?
  
  How do I know which items are eligible for pre-order?
  
  Items for pre-order are labelled on our website along with an estimated delivery date.
- When will I receive my pre-order product?
  
  When will I receive my pre-order product?
  
  The delivery of your item varies depending on the product, but we’ll always try to keep you updated with estimated delivery dates and any changes.
- How do I pay for a pre-order product?
  
  How do I pay for a pre-order product?
  
  Payment is taken securely through our website in full, just like any other purchase. If you change your mind before the product is despatched, you can get a refund.
- Can I cancel my pre-order?
  
  Can I cancel my pre-order?
  
  If your item hasn’t been despatched yet, you can get in touch with our customer care team to arrange a refund.
- Can I change the information on my pre-order?
  
  Can I change the information on my pre-order?
  
  Once an order has been placed with Homebase and you have received your order confirmation, we are unable to amend the order or delivery.
  If you want to add or remove products from your order, please contact our Customer Care team and we will attempt to cancel the original order, allowing you to complete a new order.
- I’ve ordered other items alongside my pre-order; will they arrive at the same time?
  
  I’ve ordered other items alongside my pre-order; will they arrive at the same time?
  
  Some pre-order items could take a while to arrive, so we’ll always send out items that are in stock as soon as they’re available to avoid delays.

Not found what you're looking for?

Contact our customer care team and we'll be happy to help

Back to help topics

Help & Support

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now choose a topic

What delivery options are available?

Where do you deliver to?

What is a safe place?

How can I change my delivery details?

How can I track my order?

What happens if I miss my delivery?

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How do I track my order?

I haven't received my order

I'd like to amend an order

I'd like to cancel my order

I've received a damaged product

How can I get a VAT receipt?

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I'd like to return an item

Returns & refunds

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How do I make a complaint?

What payment types do you accept?

Why are some products ‘store only’ or ‘online only’?

How do I change my online account details?

Insurance

Kitchens by Homebase

Technical Guides

All the small print relating to Kitchens by Homebase

Placing a Click & Collect order

Amending, cancelling or missing items from an order

Collecting an order

Returning an order

What is a pre-order?

How do I know which items are eligible for pre-order?

When will I receive my pre-order product?

How do I pay for a pre-order product?

Can I cancel my pre-order?

Can I change the information on my pre-order?

I’ve ordered other items alongside my pre-order; will they arrive at the same time?

Popular Questions

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