Help Centre | FAQs
Where is my order?
We try to keep each item's lead time as accurate as possible by updating them as often as possible. There’s currently a lot of pressure on global shipping around the world. As a result, some of our products may need longer time to arrive into ports or for the materials to reach our manufacturers. Our aim is to keep you in the know at every step of our process by email updates and our information of each item. You can find the most up-to-date tracking information for your order through ‘My Account’. Once logged in, you will see your order status.
My order hasn't arrived
If your delivery date has passed and you haven't received your order, you can track it by visiting 'My Order Status page' on our website.
Once you've 'checked out' with your purchase you will get the option to opt-in for email or phone updates (via SMS) depending on the information you enter during checkout.
I have placed my order but no confirmation received
Diferrent inboxes handle emails in different ways. The most common place our emails get lost is when an ISP like google or hotmail take the transactional emails to your spam folder. If you have already checked your spm and you have whitelisted firstname.lastname@example.org email address but still did not receive the expected order confirmations we will be happy to resent it to you. Just email us on email@example.com or firstname.lastname@example.org and our team will resent any emails or invoices you are after.
Is your packaging recyclable?
You bet! While we aim to eliminate packaging from all of our products, there are still some products that require some help staying put. All packaging is 100% recyclable though, and can be brought back to our physical locations for a fun treat!
I've just ordered a Xome sofa-bed - what if something is missing or broken?
It's unlikely to happen, but if it does, get in touch to let us know. If a detachable part of the sofa is broken, please provide an image in your contact form or email email@example.com within 3 days of receiving it and we'll order a replacement right away. In the case of a small item like a leg or a cushion being defective, a replacement's sent out by post direct to you within 2 weeks. If the issue's with something larger like a sofa-bed mechanism, it'll take a bit longer, but we'll deliver it to you for free.
I have a question about my order, what should I do?
Reach out! Visit our contact page for any information regarding your order! We’re happy to answer questions about Orders, Order Modifications, Shipping, Returns, & Cancellations.
Can you apply the current sale price to my order?
All prices on the Xome website are subject to change. In case the price of an item on your order drops and you contact us within 48 hours after you have placed your order, we will honour the new price.
No price adjustments can be processed after more than 48 hours since purchase.
We can not amend prices of products that have already been dispatched.
We many major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout. If you opt for a standard delivery the system will allocate the delivery to the most efficient delivery partner based on postcode and item type.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled meaning dispatched to the carrier, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns. Read our Shipping Policy here.
Where do you ship your products?
We only ship all over the United Kingdom. We cover the mainland England, Whales, Scotland with flat delivery rates included in the listed retail prices you see with some exceptions to Northern Ireland (offshore fees apply).
When will my order ship?
Your items will be dispatched before they ship. This is the part of the process were we fulfill the order on our end, meaning that we hand out your order to the allocated delivery partner. Dispatch of stocked items may require 1-4 days and Made to Order items may need 3 weeks to manufacture and dispatch. Specific item information should be posted on each product listing.
How is my shipping calculated?
Our shipping rates are determined by item dimensions and the total weight of your order. Shipping rates are calculated and are included in the prices displayed to you. Therefore we present the prices to you as 'included shipping' to keep your buying experience frictionless and with less variables to worry about. The most commonly used marketing term for orders that include shipping is FREE SHIPPING.
The approximate shipping cost we pay for your delivery varies between £66-£240 depending on the variables for each delivery partner.
We cover 96% of UK Mainland postcodes with flat rate carrier contracts.
Can items be brought into the lift/upstairs to my apartment?
Our delivery options will usually include the delivery to your room of choice. During covid we had to leave the orders on the curbside for health and safety reasons. Our third party couriers are instructed to bring the items to your room of choice and also allow a reasonable amount of minutes for you to inspect the items before you sign for a successful delivery. It is to the delivery teams judgement if a property has enough safe space for the items to be brought inside. If they assess a property as not fit for the delivery they may kindly explain that there is substancial risk of damaging the goods or the property. In this case it is the responsibility of the buyer to further move the items into the property.
The Service Level Agreement with our delivery partners is the delivery up to the second floor (one floor above the ground floor) when the stairs are wide enough. When the lift is large enough to take the goods, then they will bring the goods to any floor and the second floor limit will not apply.
This is the reason it is very important for you to take the measurements before you place your order as we would hate for you to experience an unsucessful delivery.
Please make sure to check the packaging dimensions on each product page to make sure that they do actually fit into your lift or through the staircase. The Delivery Team cannot unpack items for the delivery if space is tight. Use the Delivery Fit Guide Here to assess the dimensions of the product vs your property.
Do I need to be home to receive delivery?
Yes the buyer or an appointed representative need to be there to sign for the order.
Large items that are delivered by the delivery partners need to be unpacked and inspected during the delivery.
When we inticate that a product includes a room of choice delivery we also instruct the delivery partners to unpack and inspect the item with you.
Before signing a sucessful delivery please ensure all packaging of item(s) are carefully checked and that you have received the correct number of parcels on the delivery note before signing.
· In the unlikely event that your goods arrive damaged or parcels missing, please make a remark on the delivery note as damaged / missing box.
· If you do not do this, unfortunately any damages/missing parcels after signing cannot be rectified.
Small items might be dropped at a safe spot on your property if you're not at home at the time of delivery.
Furniture deliveries will require a signature of the receiver.
You have the right and choice to instruct us otherwise on how to handle your order,
but this will mean that the delivery partner and their insurance policy will not be held liable so no damage claim can be made after the delivery.
Please contact our Customer Support Team in case you wish to give an 'Authority to Leave' for the courier.
We will provide you with the correct form that you will need to fill out and sign.
What is your return policy?
If you’re not happy with a certain product, that’s okay! We just ask that returned items be intact and returned with their original packaging. You can return items up to 14 days after the date it was shipped. Please ask our support for the return address if you are not sure and always use a tracked delivery service. Read the Return Policy Here.
What if I miss my delivery?
XOME does not take responsibility for any incorrect or incomplete order details including but not limited to delivery address, contact details or email given upon purchase and the subsequent failure of delivery as a result.
Re-delivery fees will apply when:
Incorrect order details are given upon purchase and the delivery fails as a result. Rejecting or refusing a delivery service. The driver has attempted to deliver your items by the confirmed booking time advised. If the delivery is not successful, the courier company will send the items back to the depot or to the Xome warehouse.
In these cases, a re-delivery fee will be charged before goods are dispatched to you again. The re-delivery fee will be based on the fees charged by our delivery/courier companies. Read our Shipping Policy Here.
Can you deliver on Saturday or Sunday?
Saturday delivery is possible only in some City areas, where we have our own courier team. Please note that Saturday delivery is not possible for all major City postcodes.
If it is crucial for you to receive your order on a Saturday, please contact us at firstname.lastname@example.org and we will be happy to check what is possible for your location.
We are working hard to make Saturday delivery possible in other areas, but at the moment our courier partners are unable to deliver on Saturday or Sunday.
Payments & Promos
How can i pay for my order?
We accept all major credit and debit cards including Visa Credit, Visa Debit and Mastercard.
Our customers favorite payment plans are PayPal Credit & Klarna Buy now Pay Later Plans. You will also notice that you can use the express checkout methods which include your existing and connected apps (Apple Pay, Google Pay,Shop Pay, PayPal Express)
Can I pay by cheque or purchase order?
We're unable to accept cheque's or purchase orders as a form of payment. We accept all major credit and debit cards as well as PayPal. Alternatively you have the option to talk to our customer service team to arrange a bank transfer.
How do i use my promo code?
Enter your code at the checkout, exactly as it appears. You will find the discount/promo code field in your checkout procedure.
NOTE: Depending on the offer in hand, your code may have a minimum spend (which does not include delivery costs) – this can be found in the T&Cs of the promotion or the promotional email you have received.
Can I get a VAT invoice?
This is provided straight away as part of your order confirmation email. You can also ask for a copy of your invoice through our customer support form.
How are my payment details secured?
We never store your full card details, only a token (that we use for future purchases) and enough information to display on the website so that you know which card it is, i.e. the last 4 digits of the card number. Also, we only allow the card to be used when the same delivery address has been used for the card before, which reduces the risk of someone accessing your XOME.UK account and ordering with your saved card. Read this article on major fears and how we tuckle them here.
Can you hold my order for a while?
If you need us to keep your order on hold (e. g. because you are moving, renovating or building), please contact us immediately after you placed your order and let us know when you expect to be ready to receive your delivery.
Storage charges may apply to large commercial orders and to extended storage periods and will be calculated on an individual basis.
If you contact us after items from your order have already been dispatched from our distribution centre, return shipping fees may apply.
Do you have an affiliate program?
Yes we do! If you are into sharing your finds with friends or followers we got you covered. We have launched our program for both existing customers and affiliate influencers. Very simple process to Join and start sharing your links to earn on every confirmed order starting today. Terms & Conditions of the program are found on the registration page.
Are you already an affiliate and you are trying to login to your earnings dashboard? Login here
Product & Stock
Where are your products produced?
This varies, depending on product range. For specific information regarding country of origin, please visit the product in question (look for the icon on the product page). We try to keep them sourced locally as much as possible with an approximate ratio 60/40. 60% being the models that are produced in GB 👑.
Our design team travelled the world meeting master craftsmen from all across the globe who dedicate themselves to the art of furniture making.
Through this process, we've found makers in various parts of the world including European Countries like Poland or Ukraine .and also some Asian countries like India and Indonesea As always, every piece is made to exacting standards.
Where can I find the product dimensions?
Just open the product page of the item you're after and scroll down towards the bottom of the product page until you reach 'Features' table. The product dimensions (and/or packaging dimensions) are listed here.
Do you keep stock? Do you have a showroom?
We have hand-picked a selection of Xome favourites, as well as some of our latest releases for you to enjoy immediately. We stock these in selected colours in our 2 warehouses in the Midlands and in another warehouse in the broader Manchester area. The remaining ranges are made to order through our On Demand supply chain that takes about 3-4 weeks from order to delivery.
We do not operate a retail showroom and this is one of the main reasons our customers enjoy higher cost benefits from other popular brands.
Can you make furniture using fabric I provide you?
We only make furniture using selected fabrics sourced by our design team. At this stage, we don't offer customised upholstery in this manner.
What does Made to Order or MTO mean and why does it matter?
MTO is short for 'Made to Order'. You see depside the fact that many of our models come in a variety of colours and sizes we can not realistically keep all variations in stock. That would not be an efficient way of doing retail business. Once an MTO item order is placed we streamline the production without delay so that we have it ready for dispatch within 15 working days. This short timeframe for a MTO item is considered to be very quick in the upholstery manufacturing space when compared with the regular 6-8 weeks from high-street retail competitors.
Returns & Refunds
What is your return policy?
If you’re not happy with a certain product, that’s okay! We just ask that returned items be intact and returned with their original packaging. You can return items up to 14 days after the date they were shipped. For more details on how we operate visit the complete Returns & Refunds policy.
What if my order is damaged?
Although this is very rare, should your product not arrive in perfect condition, please send us an email to email@example.com with an image of the faulty product, and a member of our dedicated customer service team will advise on the best solution, including refund, replacement or repair options.
The colour does not match as i wanted it to be
You can certainly return your item to us if you're unhappy about the colour. You will need to let us know within 14 days of delivery and a collection will be arranged for you. There will be a collection charge based on the item price. The product needs to be intact in its original packaging.
I would like to return my order - within 14 days
You can return your item to us within 14 days of delivery for a full item refund. Carrier Collection charges will apply based on the item you have purchased (between £66 - £144) Contact us and we will assist you with your return. For more information on our returns policy see here.
NOTE: You will need to disassemble your product and repackage it in order for our delivery partners to collect
I would like to return my order - over 14 days
We give all of our customers 14 days to return any item - even if it's not damaged. However, if it goes over 14 days and you have simply changed your mind we are unable to arrange for this item to be returned to us.
If the product is faulty or damaged, then please contact us on firstname.lastname@example.org with photos of the damage and our team will be happy to advise you accordingly
How can i cancel my order?
You can cancel single item orders before dispatch by going in 'Order Status'. If the cancel option is missing or your order has dispatched already, you can contact us and we can sort this out for you.
When will my refund reach my account?
Your refund should appear almost immediately, but it can vary depending on your bank and the type of card you used. Check out our returns and refund page for more info.
Why has my payment failed?
We accept Visa Credit, Visa Debit, MasterCard Shop Pay. Make sure your card details are correct and your billing address is in the UK. If it still isn’t working, please contact your bank. Alternatively you can buy with PayPal or contact us for a bank transfer.
My order was flagged by your system?
At Xome all orders pass security checks for payment validation and fraud detection. In some cases our system will flag the order as high risk based on the security variables it is programmed to check. In the event that your order has been flagged we will not be able to ship it and we will offer you alternative secure payment methods (i.e Bank transfer)
Otherwise the order will be declined and the complete amount will be refunded to the payment account you used during checkout. Declined or flagged orders can not be refunded to secondary accounts.
I have not received an order confirmation email
Please make sure you have entered the correct email during checkout. In some not so frequent cases the email has arrived in your spam/junk folder in your email system. Otherwise use our contact form to inquire for a new copy of the order confirmation email. Our staff will confirm your contact details and will resend this information.
How will i be refunded?
The refund will go back into the same card you used to place the order with us, and will be paid back to you via a return transaction.
If the refund was to be declined, we will then contact you after 30 days to obtain further bank account details.
Replacing Damaged Items or Missing Parts
If your order arrives damaged or defective, we can offer a replacement unit or parts at no cost. Simply report a damaged item via My Orders.
If you prefer to return the item, we will refund the item’s price and delivery cost to your original payment method within 5 business days of pickup. You need to upload/send a picture of the damaged item at email@example.com
We recommend that you inspect your item upon delivery and report any issues within 14 days of receiving the item.
If your package appears severely damaged upon delivery, please write down “Package Damaged” when signing the delivery slip. Afterward, you can request a replacement at no extra cost on the My Orders page
Can i place an order over the phone?
Were possible we try to avoid getting card details over the phone to protect our customer details. In order to arrange for a sales call and get assistance from our staff in placing your order please send a specific request for a sales call through the secure form here.
If you're experiencing any difficulties ordering from our mobile website, we advise to use a laptop/desktop that supports Google Chrome.
Where can I find the products legs?
A number of our furniture pieces are delivered with their legs inside, underneath the item. This offers protection during transit.
Please turn the sofa/armchair/dining chair upside down and look on its bottom side for a zipper or velcro. The legs should be enclosed.
The legs are not there? Please submit our parts request form and we will send you the missing legs as soon as possible
Can the fabric be treated with Scotchgard?
You can treat all our fabrics with Scotchgard.
However, it's important to know: Any treatment or alteration will void the Xome product warranty.
What are your care instructions for upholstered furniture?
Plump cushions: Make sure that you plump your cushions regularly. This assists in restoring the loft and proper dimensions of the cushions while maintaining a luxurious and comfortable sofa for years to come
Avoid direct sunlight: It is important to avoid placing furniture in direct sunlight. Constant exposure to the direct rays of the sun will break down fabric fibres, causing fabric damage and discolouration. This is something to keep in mind when styling your home.
Vacuum regularly: In order to keep furniture clean, it is recommended to vacuum regularly (weekly) using low suction to remove any dust or lint.
Spot cleaning: Treat spills and stains as soon as possible by gently wiping with a damp cloth. Do not scrub as this can alter the fabric's appearance. Please do not wash or iron - professional cleaning is always recommended.
Fabric protection: Xome advises that water-based fabric protectants such as Scotchgard be applied by licensed applicators only. Fabric protectors do not eliminate the need for vacuuming, routine cleaning or proper care. However, they do assist in a quicker and more efficient clean in between professional care. Important: Note that any alteration/treatment voids the warranty of the product.
Avoid sharp objects: Take care to prevent sharp objects such as rings, buckles and pets' claws from coming into contact with your furniture, as this may cause snagging or tearing of the fabric