Frequently asked questions

🚚 Delivery Delays

Why is my order delayed?
At Homelya, our products are sourced from international suppliers (United States and Asia). Due to international logistics, occasional delays may occur as a result of:

  • Customs clearance: Product inspections and release can sometimes take longer than expected.

  • International shipping: Delays in air or sea freight may impact timelines.

  • Peak demand periods: Holidays or promotions may increase order volumes and extend delivery times.

  • Severe weather conditions: Extreme weather can disrupt transportation and deliveries.

  • Unforeseen events: Strikes, national holidays, or other external factors beyond our control may affect delivery times.

We are working hard to ensure your order arrives as quickly as possible. We appreciate your patience and understanding.

💳 Payment Confirmation

  • Credit/Debit Card: Usually confirmed instantly, but may take up to 2 business days.

  • Bank Transfer / Pay-in-Store: Confirmed within 3 business days.

  • Delivery times are calculated from the date payment is confirmed.

🔎 Tracking Number

When will I receive my tracking number?
Your tracking number will be sent to the email address provided at checkout within 7 business days of payment confirmation.

I don’t see any tracking updates.
Tracking information may take up to 5 business days to appear in the system. Please allow this time before contacting us.

🕐 Estimated Delivery Time

All items are shipped directly from our suppliers in the US and Asia.
Delivery takes approximately 12 to 15 business days from the dispatch date.
Dispatch occurs within 7 business days of payment confirmation.

You will receive a tracking number to monitor your order’s journey.

Note: In some cases, delivery may take longer due to delays, strikes, public holidays, high seasonal demand or other unforeseen circumstances beyond our control.

📦 Secure Shipping Guarantee

If your item is not delivered within 60 business days from the dispatch date, we will refund 100% of your payment.

Note: Your order may arrive in multiple parcels, as items can come from different suppliers.

📬 Order Tracking

How is my order shipped?
We ship via Royal Mail or other reliable couriers, always with a tracking number. Once available, the tracking code will be sent to your email.

How do I track my order?
Once you’ve received your tracking number, you can track it using websites like 17Track, ParcelsApp, or the courier’s official site.
Tracking updates may take 5 to 10 business days to appear.

I received a tracking number but can't track my order.
Please allow 5 to 10 business days for the tracking data to appear in the system.

✏️ Order Changes

I placed an order with an incorrect or incomplete address.
Please contact us as soon as possible.

  • Address Accuracy: Homelya ships to the address provided by the customer. Please double-check your address before placing your order.

  • No one available at the delivery address:
    Ensure someone is available to receive the parcel. Carriers usually attempt delivery up to three times. If unsuccessful, the parcel may be held at a local depot for up to 7 days. If not collected, it will be returned, and a new delivery fee will apply.

  • Incorrect or incomplete address:
    Homelya is not responsible for incorrect addresses. If returned, a new shipping charge will be applied.

🎨 Product Variations

I’d like to change the model/colour of a product I ordered.
Unfortunately, changes cannot be made once payment is confirmed. However, you may request an exchange or return within 7 days of delivery, in accordance with our Return Policy.

❌ Cancellations

I want to cancel an order I haven’t received yet.
Orders cannot be cancelled after payment has been confirmed.
However, you may request a return or exchange within 7 days of delivery as per our Return Policy.

I want to cancel, exchange, or request a refund for a product I’ve already received.
We offer:

  • Exchanges within 7 days of delivery if you are not satisfied

  • Returns within 30 days for defective items
    Please refer to our Return Policy for full details.

🔁 Returns & Refunds

My item arrived damaged and I’d like to exchange it.
You may request a replacement for defective products within 7 days of delivery. See our Return Policy.

I’m not satisfied with my product and would like a refund.
You may request a refund within 7 days of receiving the item if you are not satisfied. See our Return Policy for more information.

📞 Still Have Questions?

Feel free to contact us at:
📧 Email: homelya.uk@gmail.com