Shipping & Returns
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Dispatch & Delivery
Items held in stock are normally dispatched within 3 working days. Once your order has been dispatched, you will receive confirmation together with any available tracking information.
Delivery times vary depending on the destination and the size of the item.
Deliveries to the UK Highlands and Islands may incur additional charges. For larger or particularly fragile items, we may need to provide a delivery quotation before your order can be confirmed. Please contact us with details of the item and delivery destination and we will be happy to arrange a quote.
Where an order contains multiple items, we may occasionally dispatch these separately. You will not be charged additional delivery costs unless agreed with you in advance.
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International Orders
We ship internationally where possible. Delivery costs and available services vary according to the destination, size and nature of the item.
Orders shipped outside the UK may be subject to local import duties, taxes and customs charges. Unless otherwise stated at checkout or agreed with HOST, these charges are not included in the purchase price or shipping cost and are the responsibility of the recipient.
European customers are welcome to contact us before placing an order. In some circumstances, particular products may be available for dispatch from within the EU, which may affect the applicable delivery costs and import charges.
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Furniture & Large Items
For furniture, made-to-order and larger items, the expected lead time and delivery arrangements will be confirmed separately.
Please ensure that the dimensions of the item are suitable for its intended location and that there is sufficient access through doorways, corridors, staircases and lifts. If you are unsure, please contact us before ordering and we will be happy to provide the relevant dimensions.
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Returns
We hope you will be delighted with your HOST purchase. If you change your mind about an item purchased online, please contact us within 14 days of receiving your order to let us know that you wish to return it.
You then have a further 14 days to return the item. Unless the item is faulty, damaged or incorrectly supplied, the cost of returning it is the customer's responsibility. We recommend using an insured and trackable delivery service appropriate to the value and nature of the item.
Returned items should be carefully packaged and returned in the condition in which they were received. We may reduce a refund where an item has been handled beyond what would reasonably be necessary to inspect it, where permitted by law.
Once the returned item has been received, refunds will be processed in accordance with your statutory rights. Where applicable, the refund will include the cost of our standard delivery service; additional costs incurred by choosing an enhanced or expedited delivery service are not refundable.
Certain products, including bespoke, personalised or custom-made items, may not qualify for cancellation or return simply because you have changed your mind. This does not affect your statutory rights where an item is faulty, damaged or not as described.
Please contact us before returning an item so that we can provide the appropriate return instructions and address.
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Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or is not what you ordered, please contact us as soon as possible with your order details and photographs where appropriate.
We will work with you to resolve the issue in accordance with your statutory rights. Your legal rights in relation to goods that are faulty, not as described or not fit for purpose are not affected by this policy.
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Delivery
Please inspect your order as soon as reasonably possible after delivery and contact us promptly if there are any problems.
If delivery cannot be completed because nobody is available to receive an item that requires attendance, additional charges for redelivery may apply where these are reasonably incurred and communicated to you.
Occasionally, circumstances outside our reasonable control may affect delivery times. If this happens, we will keep you informed and work to complete delivery as soon as reasonably possible.
Packaging should be reused or recycled wherever facilities allow.