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FAQs

Delivery & Orders

Returns must be postmarked within 7 of receiving your order. Items must be unused and in the original packaging.


Return by mail

To return an item, please email customer service at [email protected] to obtain a Return Merchandise Authorisation (RMA) number. After receiving a RMA number, place the item securely in its original packaging and the return form provided, then mail your return to the address stated by our team.


Refund process

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least fourteen (14) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.

Please Note

  • A 15% restocking fee will be charged for all returns.
  • The customer must contact us before postage.

Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.

Thanks, 

The Royal Home Living Team

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.


Click on the tracking number link or enter the tracking number into our tracking page.


Tracking information may not be immediately available after your order is placed. It can take up to 12 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Thanks,

The Royal Home Living Team

We understand that plans can change and perhaps the expected delivery date for your items may not now be suitable. That's why we provide you with the flexibility to place orders on-hold for up to 1 month.

The process of putting items on hold is different depending on the stock status of your ordered products:

Delaying delivery of 'In Stock' Items

If you have ordered items which are currently shown as 'In Stock' on our website, please get in touch with us urgently. If you get in touch too long after placing your order, there is the chance that your items will have already been dispatched from the warehouse.

Therefore we encourage you to call our customer services team on 020 8050 5953 (rather than email us). We can then check whether your items have already been dispatched.

If your items haven't been dispatched, we will be able to place your order on hold until you are ready to accept delivery.

Delaying delivery of 'Pre-Order' Items

If your order contains items which are on 'pre-order', please send an email to our customer services team at [email protected]. If your items are on pre-order but the pre-order due date is only a few days away, we would recommend calling our our customer services team on 020 8050 5953 as there is the chance that your items may be being prepared for delivery already.

How do I remove/release my items from being on hold?

Please note. You will not have been able to specify a date you wished us to release your order for delivery when you originally place the order on hold.

So. when you are ready to accept delivery of your items, please notify our customer services team via email or phone. Once we release your order, the delivery process will begin and orders will take 7-10 working days (excluding bank holidays and weekends) to be delivered to your address.

We understand that plans can change and perhaps the expected delivery date for your items may not now be suitable. That's why we provide you with the flexibility to place orders on-hold for up to 1 month.

The process of putting items on hold is different depending on the stock status of your ordered products:

Delaying delivery of 'In Stock' Items

If you have ordered items which are currently shown as 'In Stock' on our website, please get in touch with us urgently. If you get in touch too long after placing your order, there is the chance that your items will have already been dispatched from the warehouse.

Therefore we encourage you to call our customer services team on 020 8050 5953 (rather than email us). We can then check whether your items have already been dispatched.

If your items haven't been dispatched, we will be able to place your order on hold until you are ready to accept delivery.

Delaying delivery of 'Pre-Order' Items

If your order contains items which are on 'pre-order', please send an email to our customer services team at [email protected]. If your items are on pre-order but the pre-order due date is only a few days away, we would recommend calling our our customer services team on 020 8050 5953 as there is the chance that your items may be being prepared for delivery already.

How do I remove/release my items from being on hold?

Please note. You will not have been able to specify a date you wished us to release your order for delivery when you originally place the order on hold.

So. when you are ready to accept delivery of your items, please notify our customer services team via email or phone. Once we release your order, the delivery process will begin and orders will take 7-10 working days (excluding bank holidays and weekends) to be delivered to your address.

Have any other questions?

📧 Email Us: [email protected]
📱 Phone Us: 020 8050 5953
💬 Live Chat: click the chat icon in the bottom right corner


Payments, Finance & Promotions

We’re excited to be partnered with Klarna to bring you new ways to pay at checkout.

Here’s how it works:

  1. Step 1: Add products to your cart and select “Klarna” when you check out
  2. Step 2: Enter a few personal details and you’ll know instantly if you’re approved
  3. Step 3: Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.


Payments information

Pay in 30 days

Make your purchase today so you can try before you pay for what you keep. Pay up to 30 days later. No interest. No fees, when you pay on time.

Paying after delivery allows you to try before you buy and is the easiest way to shop online.

  • Complete the payment in full after purchase at no added cost.
  • Report returns directly in our app and only pay for the items that you keep.
  • Not making your payment on time could affect your ability to use Klarna in the future.
  • Debt collection agencies are used as a last resort

Pay in 30 days is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status.Ts&Cs and late fees apply.  https://www.klarna.com/uk/terms-and-conditions/

Pay in 3

Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. Select the Klarna option and enter your debit or credit card information.

  • A new way to pay that's an alternative to a credit card.
  • 3 instalments gives you flexibility to shop without interest.
  • Not making your payment on time could affect your ability to use Klarna in the future.
  • Debt collection agencies are used as a last resort.

Klarna's Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status.Ts&Cs and late fees apply. https://www.klarna.com/uk/terms-and-conditions/

Klarna Financing

Financing allows you to pay for your purchase in several fixed monthly payments for up to 36 months.

How to finance your purchase:

  • Select the Financing option in the store’s checkout
  • Choose your preferred timeline and interest rate
  • Follow the steps to complete the application
  • Get an instant approval decision
  • Complete your purchase

You’ll receive an email from us with your payment plan when the store ships your order.

Please note: A credit check will be performed when you apply for our Financing options.

When do I pay?
Your first Financing payment will be due one month after the store processes your order and then monthly thereafter on the same date each month until your statement is fully paid. Your statements and upcoming payments can always be found in your Klarna account.

Good to know:

  • The Annual Percentage Rate (APR) for purchases is between 0-18.99%.
  • Read our Terms & Conditions for more detailed information about Financing.
  • Finance is only available to permanent UK residents aged 18+, subject to status T&Cs apply. https://www.klarna.com/uk/terms-and-conditions/. Late or missing repayments may have serious consequences for you and cause you serious money problems


Frequently asked questions

Pay in 30 days

The following FAQs are provided to merchants offering Klarna’s Pay in 30 days to their customers. They should be made easily available on the merchant website to ensure customers understand and have access to additional information regarding this payment method.

Who is Klarna?
Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores.

How does Pay later in 30 days work?
Pay in 30 days is a credit product which lets you pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

Am I eligible for Pay in 30 days?
You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 30 days. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 30 days orders at the same time?
Yes, you can. If you see Klarna Pay in 30 days when you go to an online checkout then it is available to you. Every time you use Pay in 30 days, Klarna will check to see whether you can use the service again for each additional purchase.

What does Klarna consider when reviewing my application?
Klarna offers Pay in 30 days based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay in 30 days is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?
If you want to purchase something using Klarna’s Pay in 30 days, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.

Will a credit search take place?
When you use Pay in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?
You can pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details.You can see both past and future payments using the Klarna app.

I have been asked to go to the Klarna site. Is this correct?
If you choose to pay for your order using Pay in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.

Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Harbour Lifestyle. All transactions take place through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?
Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens if I don’t make a payment on time?
Pay in 30 days is a credit product and you are required to make your payment to Klarna. If you don't pay for your order on time, Klarna may charge late payment fees. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.

What happens if I don’t pay for my order?
As Pay in 30 days is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

I've received a statement, but I've not yet received my goods.
If you have not received your goods please call Harbour Lifestyle to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

Yes - we offer Blue Light and Military/Veteran discounts. All we ask for is for you to send us an email with photographic evidence of your ID card to [email protected]

Once we have received this, a member of our customer services team will send you across a discount code via an email. In that email, we will detail any conditions attached to the discount code and also the expiry date.

Have any other questions?

📧 Email Us: [email protected]
📱 Phone Us: 020 8050 5953
💬 Live Chat: click the chat icon in the bottom right corner

If you are interested in purchasing a product and wish to place a deposit instead of paying for the product upfront, then this may be possible depending on the stock status of the item.

For items that have a stock status of 'Pre Order', you will be able to place a 30% deposit. The remaining balance will be due when the item arrives into our warehouse. We will not ship the item to your address until full payment has been made.

For items which are 'In Stock', we are unable to offer deposits. Payment will be required in-full at the time you place your order, as we will begin preparing your order for delivery straight away.


How do I make a 30% deposit?

If you wish to place a deposit for a pre order item, please note that you are unable to do this on our website. Instead, please contact our customer services team at [email protected] or on 020 8050 5953

We will contact you when the items you have placed a deposit for have arrived into our warehouse and the outstanding balance is due. 

Failure to make the final payment when the items arrives into our warehouse may lead to the cancellation of your order. 

If you wish to pay the outstanding balance before the items arrive into our warehouse, please contact our customer services team.

Have any other questions?

📧 Email Us: [email protected]

📱 Phone Us: 020 8050 5953

💬 Live Chat: click the chat icon in the bottom right corner

Our prices can change regularly throughout the season due to numerous factors which can lead to customers feeling a little disappointed if they have purchased an item at a slightly higher price. 

Some of the factors which cause these price changes include the following:

  • Sales or seasonal promotions
  • Changes in exchange rates
  • Changes to the cost of raw materials
  • Amendments to products leading to a higher overall product quality
  • External market factors e.g. inflation changes

Unfortunately we are unable to refund customers or offer them store credit once prices have changed. In addition to this, we are unable to offer or apply a discount code retrospectively to existing orders.

We strive to maintain consistency and transparency when it comes to pricing our products. However. Over time it is natural for prices to change to reflect some of the factors mentioned above.

Have any other questions?

📧 Email Us: [email protected]
📱 Phone Us: 020 8050 5953
💬 Live Chat: click the chat icon in the bottom right corner

How can you purchase an e-gift card?

E-gift cards can be purchased in the same way that you would purchase a physical item from our website. You can purchase one our gift cards through the following link:Purchase E-gift card


How long is it valid for?

E-gift cards are valid for 12 months from the date of purchase - if you try to redeem a gift card after this period, it will not be accepted.


Do you have to spend the whole amount in one go?

No - any amount that you have left after your first purchase can be used on any purchases in the future (as long as its within the 12 month validity period).


If there is a sale on, can I still use the gift card?

Yes, feel free to use the gift card as you please.


Can I split my payment for an order between gift card and card?

Yes - you can pay for some of the order using your gift card (the full amount will be deducted) and then pay for the remaining amount with your debit or credit card.


Can I apply a discount code when purchasing a gift card?

Unfortunately we do not allow for a discount code to be applied against the price of a gift card. In the scenario where you have a gift card along with other physical goods in your cart, the discount will only be applied against the physical items.


What happens if I want to return something which was paid for with a gift card?

If you purchased items using a gift card or combination of a gift card and a debit or credit card, the refunded amount will always go back to the payment method used by the purchaser of the gift card first.
If there is a remaining balance, then this will be refunded back to the other payment method. Refunds to card payments usually take up to 5 days to be processed.


Can I buy an e-gift card for someone else?

Yes - when making the purchase you can use the persons details to send it to them directly, you can even send a nice message to go with it! We will still send you the order conformation


Can I apply two e-gift cards to a purchase?

Yes - feel free to use as many e-gift cards against a single purchase as you wish.


Can I check my balance?

You can check your balance on the gift card page - the link to this page can be accessed in the email confirmation that you received when you purchased the gift card. Alternatively, get in touch with our customer services team via [email protected] and they will tell you what your balance is.



Have any other questions?

📧 Email Us: [email protected]
📱 Phone Us: 020 8050 5953
💬 Live Chat: click the chat icon in the bottom right corner

If you have a discount code and have tried to apply it at checkout and it hasn't worked, it may be down to one of the following reasons:

  1. Expired: Check whether the discount code has an expiry date - this information can usually be found in the contents of the email that you received including the code.
  2. Incorrect code applied: Some of our codes and quite long and uniquely generated. Please check carefully whether you have typed the code in correctly. We recommend copying and pasting the code in at checkout to avoid any human error.
  3. Minimum purchase amount: In some cases, our discounts require you to spend over a certain amount - please check any conditions which are attached to your discount code.
  4. One time use: If you have used this code previously, you may not be able to apply it again.
  5. Products excluded: Some discount codes are limited to specific collections of products.

If you have checked all the possibilities outlined above, please contact us at [email protected]. We will investigate and, if necessary, escalate the issue to our technical team if it appears to be a website-related issue.

Thanks,

The Royal Home Living Team

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