SHIPPING & RETURNS
SHIPPING
**During the summer season, some of our brands' headquarters close for a week or two so that their staff can take a well-deserved holiday. The same applies to manufacturers all over the world who are in charge of producing Made-to-Order items for the brands. The most common times our brands' procedures slow down are around Christmas, Easter and July/August. We will always make sure to communicate any extra waiting time included in your orders' lead time in advance and stay on top of updating our clients according to the information we receive from our agents. Thank you for your understanding!
In stock accessories & small lighting items:
Deliveries to the UK usually take 3-5 working days on our standard service. Our orders are shipped via Royal Mail, UPS or Evri.
As we are closed on a Monday and Tuesday each week, orders will be shipped Wednesday - Friday only.
We offer Free Shipping on UK orders over £150.
For UK orders under £150, the delivery of goods will cost £7.
Furniture, large rugs and large lighting items:
Please note, most of our furniture is Made-to-Order, so made especially for you - please find estimated lead-times on the product pages. Lead times change on a weekly basis so please contact us for the latest up-to-date information. For more information regarding Made-to-Order products please visit our Made-to-Order page or contact us at: hello@inhoos.co.uk
Once items get shipped from our brands' headquarters, it usually takes them a week or two to reach our Glasgow showroom, from where we will re-distribute around Scotland and the UK. Please note that, as the chain of production is rather complicated, delays might occur along the way. We hope our clients will understand that delays as such are out of our control, and we would like to thank you in advance for your understanding. Our delivery fees are the following:
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£35 Furniture Delivery - Glasgow Postcode (1-man) (free over £2,000)
£65 Furniture Delivery - Glasgow Postcode (2-man) (free over £2,000)
£85 Furniture Delivery - Rest of UK Address (2-man) (free over £2,500)
£120 Large Delivery (Multiple heavy items) - UK Address, mainland (free over £3,500)
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*For deliveries to UK islands and remote locations extra fees may apply. Please get in touch with us to discuss your needs.
We do not deliver large furniture items outside the UK.
Once your order reaches our Glasgow Showroom, we will get in touch to arrange delivery. The delivery fee and payment method will have already been discussed prior to the arrival of the items. We aim to offer a white glove service around Glasgow with our external man-with-a-van partner, and nationwide in collaboration with Connect2, a Scotland-based delivery service. Our standard White Glove service will include bringing your item(s) into your home or garden, unpacking, taking away all the packaging and assembling if necessary for no extra fee (this does not include any complex items, electrical or items that need fixing to walls).
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This service includes one delivery per order, and split orders may be subject to extra costs. If you are planning to purchase more than one large item please contact us.
The customer is responsible for ensuring their purchased items can be safely and easily brought into their property prior to purchasing. Customers must make sure all items will fit through all doorways, halls and areas leading to the items final destination.
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Our standard White Glove delivery service does not cover any special access requirements and only covers items to be brought in by foot or via the building's lift. If the items final destination is above the second floor of your building, please contact us as this may require a delivery assessment at an additional cost. If you have a potential access issue you must inform us in advance of making your order, failure to do so may result in a failed delivery. Subsequent deliveries will be charged to the customer at the cost price to inHOOS.
If it is not possible for an item to fit into a customer's property our couriers will inform you at the time and the goods will be taken back to their storage depot. The customer is liable to pay the additional special access handling and storage fees which will arise.
Our couriers carry insurance for any accidents which may occur inside your property, however inHOOS does not accept liability for damage caused by poor access issues or for items that do not fit through the properties standard access points and to their final destination with the property or garden. A clear pathway for couriers must be made before their arrival and customers should remain with the couriers to ensure safe delivery of the goods. For safety issues, please do not attempt to help carry heavy products unless instructed otherwise.
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Any delivered items must be fully inspected by the customer on arrival and any faults must be reported back to us within 24 hours.
If you need any help with your delivery or have any questions then please do not hesitate to contact us at: hello@inhoos.co.uk or 07788 480421
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RETURNS
Returns apply to stocked items only or small items ordered in for you (exceptions apply).
Returns can be made within 30 days of delivery of your order.
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Here at inHOOS we are happy to offer a returns policy on all our stocked items. You are fully entitled to a refund up to 30 working days from the day of your delivery/in-store purchase. We ask that any returned item(s) are new, unused, in perfect condition and complete with all their original undamaged packaging with any tags still attached. This way the product(s) can be sold on to another of our customers and not sent to landfill or end up unloved and unused. Unfortunately inHOOS cannot issue a refund to items that have not been returned to us in a fully resaleable condition.
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We can only accept returns of items that have been in stock in our Glasgow Showroom or small items that have been ordered in for you. We cannot accept returns of Made-to-Order products or items ordered in large quantities.
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Being a small business, we cannot accommodate returns of items that have been ordered in large quantities or have been made-to-order especially for you. In rare cases, exceptions may apply and this is to be discussed on a case-by-case basis. We would like our clients to acknowledge that our company buys and imports items from our brands' range upon our clients' request and we cannot be offered a return option once the items leave our brands' warehouses.
If you wish to return your order we would like to suggest two options:
Either drop your order off at our Great Western Road Showroom (we would love to say hi) or send your order back to us via a trackable delivery method with insurance for the full retail value of your order. We are sorry but we do not offer a free returns policy and returning orders is the responsibility of the customer.
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Our returns address is:
inHOOS
91-93 Great Western Road
G4 9AH
Glasgow
UK
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In case of a faulty item we will be happy to order a replacement in for you, as long as we are provided with evidence of the faulty part within 24 hours of receipt of your order. The defective item will have to be returned to our Glasgow Showroom, alternatively you will be kindly asked to dispose of it in an environmentally friendly way and provide us with a proof that you have done so.
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It would be really helpful to know your order number and reasons for the return plus any photographs of damaged or faulty item(s) so we can take up any faults or damages with the courier or supplier.
Alternatively, you could request to be refunded. Please email or call us within 24 hours of your order's receipt so we can look into the issue and advise on the best way to return your item(s) for a replacement / refund. Please contact us on: hello@inhoos.co.uk or 07788 480421
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We hope you will find the information above helpful and please trust we take our clients' needs very seriously. If you require any help with your return or have any questions, please do not hesitate to contact us at:
hello@inhoos.co.uk or 07788 480421
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REFUNDS
All respectfully and accurately returned items will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days once received and inspected. If original payment has taken place via bank transfer, you will be asked to provide us with your bank details and the refunded amount will appear on your account within 2-3 working days.
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EXCHANGES
If you need to exchange part or the whole of your order, please contact us at hello@inhoos.co.uk with your reason before you send your items to:
inHOOS
91-93 Great Western Road
G4 9AH
Glasgow
UK
All exchanges need to be sent back to our store within 30 days of delivery or purchase date.