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HomeSupply Help & Advice

Welcome to our 'Frequently Asked Questions' section where we've compiled a list of questions we are regularly asked along with their answers.

The areas covered are:

  • Finding your way around the web site
  • Payment and delivery
  • General buying advice - Do's and Don'ts
  • Environmental Responsibilities and Recycling - WEEE Regulations

HomeSupply FAQsNavigating the website and choosing your item(s)

How do I find my way around the web site?
With literally 1000’s of products on offer, it can be a little daunting.  Select your product area from either the left hand or upper menu - you can choose from either one of the main categories or one of their sub-categories.

You may also be interested in our “Search” or "Quick Find" facility.
I cannot find what I am looking for!
If you are unable to find a product by browsing the categories, you may find the "Search" facility helpful. Whilst we've tried to make the search as comprehensive as possible, you may need to try different search words to get the right results. Try "basin" instead of "sink" for example and avoid using plurals.

There's also the "Quick Find" search bar at the top of every page if you know some or all of the product name. When you have entered your text, you can click the "Search for products" button or select a suggested product from the list that appears below.
I've used the Search page and still cannot find what I am after!
It may be that the product you wish to purchase is not currently listed on our web site, however, we should be able to provide a competitive quotation - please send an email providing as much information as possible to [email protected].

Alternatively, call us on 01752 705522 (office hours) to speak to one of our helpful operators.

HomeSupply Shopping GuidePayment and delivery

How do I pay for my order?
Our preferred payment is by either Debit or Credit card via our online secure payment gateway at Braintree, where you can also use your Paypal account for those who prefer this method.
Are my card details safe?
Yes! Right from the start of the checkout process, our web site SSL (Secure Socket Layer) is enabled to protect your data by using 128-bit high level encryption. For extra security and privacy, HomeSupply does not store any card details from our customer payments.
Can I order over the phone?
Yes, by phoning 01752 705522. Whilst we encourage our customers to purchase using the secure online system, we are able to receive orders by telephone. As soon as your payment has been processed, all card details are destroyed.

You will receive an email confirmation of your order giving details of each product purchased. We strongly recommend these details are checked against our web site to ensure the correct items are delivered.
Can I pay by cheque?
Yes - you will need to provide us with a list of the products you wish to purchase and we will provide you with a pro-forma invoice. Once payment is received we will reserve your items provisionally, however, your order will not be fully processed and delivered until payment has successfully cleared - this can take 7 to 14 days.
My online payment failed with an "Insufficient Fraud Checking Score" - what does this mean?
To protect both our customers and ourselves from illegal card fraud, we require the payment details you enter to meet certan criteria.

It is important to provide accurate information when entering your payment details including the correct name and billing address as held by your card provider.

If you do experience a problem with your payment, please call on 01752 705522 and we'll certainly do our best to help.
What happens once my payment has been processed?
You'll recieve an email confirmation of the successful transaction including a list of all items on your order. Now would be a good time to double-check the items you have ordered are correct before we despatch your order as items ordered incorrectly are likely to incur charges for collection/replacement and add to the time it takes to fulfill your order.

We begin processing your order as soon as it arrives. Within 24hrs of your order (excluding weekends), we will provide you with provisional delivery date(s). For orders with longer lead times, we will contact you again nearer the time to arrange a suitable delivery day.
Why don't you offer a choice of delivery methods?
We have 1000's of products to choose from and no matter how many items you purchase or how heavy they are, you only pay a single, low-cost, delivery charge for your total order. It is not practical to keep every single product that we offer in our warehouse - sometimes it is necessary to order the item from the manufacturer. Thanks to our buying power and good relationships with manufacturers and suppliers, we have arranged for certain product ranges to be delivered direct to our customers. We do promise that we will get your order to you as quickly as we can.
Do I get an invoice?
We do not normally send hard copies of invoices unless specifically requested - we all need to do our bit for the environment! We will send you an electronic invoice and this can be printed off for your records if required.

Dos Donts FAQsGeneral Advice - Do

Do - Measure and plan carefully
Remember that items ordered in error will cause delays and collection/replacement fees.
Do - Seek professional advice
Whilst we're all keen to budget wisely, a professional tradesman may be required for certain jobs and may prove much more cost-effective than attempting complex work yourself - we are happy to help where possible but we we can only guide you and make no guarantees that any advice given will be correct.
Do - Use our search feature
Try entering the name of the design and/or manufacturer. Add extra words to narrow down results, such as "tap" or "basin" etc.
Do - Call us if you have any questions
We're in the office on weekdays from 8am until 6pm so if you have a question and think we could help, give us a call on 01752 705522! Even if we cannot answer your query, we might be able to point you in the right direction.
Do - Double-check at checkout
Avoid potential problems by checking and re-checking your information at the checkout stage. It makes contacting you a lot easier if we have the right details!
Do - Provide all the information
When at the checkout stage, please provide all the information you can. There's a 'notes' box to allow you to tell us anything that might be helpful.
Do - Bookmark us
Pressing CTRL + D on your keyboard will add to your bookmarked websites meaning you'll be able to revisit more quickly in the future.

Donts FAQsGeneral Advice - Don'ts

Don't - Book tradesmen early
Please avoid booking plumbers or other tradesmen until you receive confirmation of your delivery - our aim is to always exceed expectations with regards to delivery but there are rare ocassions where our initial provisional delivery date cannot be met for various reasons.
Don't - Be fooled!
When comparing our prices with competitors, remember their delivery charges. Some will charge £50 or more per item. Remember delivery with HomeSupply is FREE if your order exceeds £250 regardless of quantities or weights.
Don't - Forget to read the instructions
Please don't attempt installation of your products without first reading any supplied instructions/manuals and ensure you have the correct tools for the job. The old DIY tip - "Measure twice, cut once" should be remembered too as a simple error in measuring can result in your new product being rendered useless.

WEEERecycling of household electrical equipment

HomeSupply and the WEEE (Waste Electical & Electronic Equipment) Regulations
Since July 2007, the UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations require all producers of electrical equipment to pay for recycling of household electrical goods, where previously this bill was met by councils or items were not recycled at all. These regulations also require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment.

So that you can get your waste electrical goods recycled, we have contributed towards a national fund to assist local councils to further develop their existing waste electronics collection facilities, which will in turn allow producers of this equipment to meet their obligations.

Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site (including other collection facilities that may not be operated by the council) and for advice on all aspects of recycling at home, please visit Don’t forget to have your postcode ready to use in the ‘recycling facilities’ locator.

Electronic waste is one of the fastest growing waste streams and much of it can be recycled and resources recovered to make new consumer goods. To remind consumers of the collection methods available which in turn allow recycling to take place, all electrical items sold now carry the ‘crossed out wheeled bin’ symbol. To ensure your waste electronics don’t contribute to damaging the environment, please use and recycle today.

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