Shipping & Delivery Policy

Last updated: August 5, 2026

Seller: Homeax
Contact address: 15 Folkestone Road, London, E6 6BX, United Kingdom
Email: support@homeax.shop

This Shipping & Delivery Policy explains where HOMEAX delivers, how long delivery normally takes, and what happens if an order is delayed, lost, or damaged.

1. Free Shipping

Standard tracked shipping is free for every product and every order delivered to one of our supported countries. There is no minimum order value.

The total shown at checkout is the final amount payable for the order and standard delivery. Customers will not be required to pay additional shipping charges, import VAT, customs duties, customs-clearance fees, or other mandatory import charges on delivery.

If a carrier or customs authority unexpectedly requests an additional mandatory charge before releasing a parcel, contact us at support@homeax.shop before making payment. If payment is necessary to receive the order, keep the official receipt and contact us so that the verified charge can be reviewed and reimbursed where applicable.

2. Countries We Deliver To

HOMEAX currently delivers to the following countries and territories:

United Kingdom

European Union:

• Austria;
• Belgium;
• Czechia;
• Denmark;
• Finland;
• France;
• Germany;
• Ireland;
• Italy;
• the Netherlands;
• Poland;
• Portugal;
• Spain; and
• Sweden.

Other European destinations: Norway and Switzerland.

North America: Canada and the United States.

Asia-Pacific: Australia, Hong Kong SAR, Japan, Malaysia, New Zealand, Singapore, and South Korea.

Middle East: Israel and the United Arab Emirates.

The list of supported destinations may change as our delivery network develops. The country options available in checkout are the current authoritative list. If a country cannot be selected at checkout, we are currently unable to deliver there.

3. Order Processing

Orders are normally processed within 1–3 business days after payment is successfully confirmed.

Business days are Monday to Friday and exclude public holidays in the fulfilment location. Orders placed on weekends or public holidays begin processing on the next business day.

Processing time is separate from delivery time. During major sales, seasonal peaks, or public holidays, processing may take longer. If a material delay occurs before dispatch, we will notify you using the contact details provided with the order.

4. Estimated Delivery Times

Estimated delivery time begins when the order is dispatched, not when the order is placed.

Destination	Processing	Estimated delivery after dispatch	Estimated total
European Union	1–3 business days	4–12 business days	5–15 business days
United Kingdom and all other supported destinations	1–3 business days	4–15 business days	5–18 business days

These timeframes are estimates rather than guaranteed delivery dates. The estimate displayed on a product page or communicated before checkout may be more specific and will apply to that product.

Delivery may take longer because of public holidays, severe weather, transport disruption, customs inspections, local carrier delays, incorrect or incomplete addresses, or other circumstances outside reasonable operational control. These events do not remove any mandatory consumer rights.

5. Delivery Partners

The delivery service is selected automatically according to the product, fulfilment location, destination, parcel size, and available delivery network.

Because different partners and local last-mile services may be used, we do not guarantee a particular carrier and customers cannot normally select one. The carrier or tracking service assigned to the order will be shown in the dispatch confirmation or tracking link where available.

6. Tracking

When an order is dispatched, we will send a confirmation email or text message containing the available tracking information.

Tracking events may take 2–4 business days to appear after dispatch. A temporary absence of tracking updates does not necessarily mean that the parcel has stopped moving.

If tracking has not updated for an extended period or the estimated delivery window has passed, contact support@homeax.shop with your order number.

7. Orders Shipped in More Than One Parcel

Products may be stored in different fulfilment locations. An order containing multiple products may therefore arrive in separate parcels and on different dates.

There is no additional shipping charge when HOMEAX splits an order. Each parcel may receive a separate tracking number.

Pre-order or back-order products may be dispatched separately when they become available. Any different expected dispatch date will be shown on the product page or communicated before dispatch.

8. Address Changes and Incorrect Addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an address needs to be corrected, contact support@homeax.shop immediately. We will try to update it, but an address cannot always be changed after processing or dispatch has started.

If a parcel is returned because an incorrect or incomplete address was supplied, we will contact the customer to arrange a suitable solution. Reasonable reshipping costs may be charged where permitted by law, even though the original standard delivery was free.

9. Delayed Orders

If an order has not arrived within the estimated delivery window, contact us so that we can investigate with the delivery network.

Where European Union consumer law applies, goods must be delivered without undue delay and no later than 30 calendar days after the contract is concluded, unless a different delivery time was expressly agreed.

If delivery is not completed within the agreed period, the customer may ask HOMEAX to deliver within an additional reasonable period. If we do not deliver within that additional period, the customer may cancel the affected purchase and receive a refund.

An additional deadline is not required where HOMEAX has refused delivery, or where delivery by an agreed date was essential and the customer informed us of that requirement before placing the order.

10. Lost, Stolen, or Damaged Parcels

HOMEAX remains responsible for the order until it is physically received by the customer or by another person designated by the customer, other than the carrier. This does not apply where the customer independently arranges delivery with a carrier not offered by HOMEAX.

If a parcel is lost or arrives damaged, contact support@homeax.shop as soon as reasonably possible. Include the order number and, for damage claims, clear photographs of the parcel, packaging, shipping label, and product.

HOMEAX will investigate the matter with the delivery service. Where the order has been lost or damaged before delivery, we will provide an appropriate solution, which may include a replacement or refund, in accordance with applicable consumer law.

If tracking shows “delivered” but the parcel cannot be found, first check the delivery location, household members, neighbours, reception area, and any safe-place notice. Then contact us promptly. We may ask for reasonable information needed to investigate, but the customer is not required to resolve a carrier claim alone.

11. Refused and Unclaimed Parcels

If a customer refuses delivery or does not collect a parcel without exercising a valid cancellation right, the parcel may be returned to HOMEAX. Any refund will be handled after the parcel is received and inspected. Reasonable costs directly caused by the refusal or failure to collect may be deducted only where permitted by applicable law.

12. Returns

Delivery and return shipping are different. Standard delivery to the customer is free, while responsibility for the cost of returning a product depends on the reason for the return.

Please review our Returns & Exchanges Policy before returning a product. Do not send a return until our support team has provided the correct instructions and return address.

13. Contact Us

For shipping, tracking, or delivery questions, contact:

Email: support@homeax.shop