Shipping policy

What are our delivery and processing times?

Delivery times to the UK

7–10 working days (approximately 77% of orders)

10–15 working days (approximately 23% of orders)

Our average delivery time to the UK over the last 30 days has been approximately 7–11 working days following processing. Please note that courier services may occasionally experience delays due to public holidays, high parcel volumes, customs checks, adverse weather conditions or other circumstances outside our control.

Processing & tracking

Once your tracking number has been issued, it may take a few days for the tracking information to appear or update in the courier’s system. Please do not worry if you do not see an immediate update – your parcel may already be on its way.

All orders are subject to a processing period before dispatch. This includes order verification, payment processing, product inspection, quality control and packaging. Approximately 99% of orders leave the warehouse within 1–3 working days after payment has been received. Please note that processing time is not included in the estimated delivery times stated above. Orders are generally not dispatched at weekends.

If tracking is available for your order, you will automatically receive your tracking details by email once your order has been processed and prepared for dispatch. There is no need to request a tracking number separately. Depending on the courier, it may take up to 5 days for the latest tracking information to become visible.

Orders containing multiple items

Orders containing several products may be dispatched separately, as individual items may be stored in different warehouses. This helps us deliver your products as quickly as possible. As a result, you may receive one part of your order before the remaining items. This is completely normal and does not mean that any products have been forgotten.

Delivery delays

We always aim to deliver orders within the estimated timeframe; however, exact delivery dates cannot be guaranteed. Postal services and couriers may experience unexpected delays caused by public holidays, weather conditions, customs procedures, unusually high parcel volumes or other circumstances outside our control. Delivery times may therefore vary, particularly during busy periods.

Any applicable import duties, taxes or customs charges are the responsibility of the customer unless otherwise stated during checkout.

Delivery address

Please check your order details carefully to make sure that your delivery address is correct. If you notice an error after placing your order, please contact us as soon as possible. Once your order has been dispatched, we may no longer be able to change the delivery address or cancel the shipment.

If a parcel is returned because an incorrect or incomplete delivery address was provided, additional postage charges may apply. Homejoy cannot be held responsible for parcels delivered to an incorrect address where incorrect delivery information was provided when the order was placed.

Lost, stolen or uncollected parcels

We recommend using a safe and secure delivery location whenever possible. If the tracking information confirms that a parcel has been successfully delivered to the delivery address provided with the order, Homejoy cannot accept responsibility for theft or loss occurring after confirmed delivery.

If your tracking information shows that your parcel has been delivered but you cannot locate it, please check with household members, neighbours, your designated safe place and your local delivery office or collection point. In some cases, parcels may be held locally for collection.

Where possible, we recommend using a secure letterbox, designated safe place or suitable parcel collection point to reduce the risk of loss or theft.

If perishable products are affected by a delivery delay caused by circumstances outside our reasonable control, Homejoy cannot accept responsibility for deterioration resulting directly from such a delay, subject to your applicable statutory rights.

What if my order has not arrived?

If you have not received your order within 30 working days, please contact our customer service team so that we can investigate the shipment. We will do our best to resolve the issue as quickly as possible and, where appropriate, arrange a replacement or refund for a confirmed missing item.

Due to exceptionally high demand for certain products, delivery may occasionally take longer than originally estimated and can take up to 20 working days. If your order has still not arrived within 25 working days of the original purchase date, please contact our customer service team so that we can investigate the shipment and, where applicable, arrange a refund.

This does not apply where delivery problems have been caused by incorrect or incomplete delivery details provided by the customer or where the customer has failed to collect a parcel made available for collection.

❌ Haven’t received your parcel, received a damaged item or have a faulty product? We’re happy to help :)

1. Damaged or lost parcel:

If your parcel arrives damaged, please contact us by email and include a clear photo showing the damage to the parcel and/or product. We will review the issue and, where appropriate, arrange a replacement or refund.

2. Faulty product:

If you receive a faulty product, please send us a short description of the issue and, where possible, include a photo or video showing the fault. Once the issue has been reviewed and verified, we will arrange an appropriate solution, which may include a replacement or refund.

3. Incorrect delivery address provided:

If you accidentally entered an incorrect delivery address, please contact the relevant delivery company as soon as possible to request a redirection or redelivery where available. Depending on the circumstances, additional delivery charges may apply.

RETURNS INFORMATION

Returns are currently handled through our external returns warehouse in Germany. If you wish to return a product, please contact our customer service team before sending the item back. We will provide you with the relevant return instructions and return details.

Thank you for shopping with Homejoy :)

If you have any questions or require further information, please contact us at support@homejoy.uk.

Homejoy reserves the right to update or amend this policy where necessary. We recommend checking this page periodically to ensure that you are familiar with the latest version.