You can view and track your order via Track Your Parcel, even if you are not a registered user. Please enter the order number and the email address used when placing your order.

We are sorry to hear that your goods have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.

To enable us to resolve this for you as quickly as possible, please provide our Customer Service with the following information:

• An image of the faulty goods for our investigations (if it is a visual fault)
• Part Numbers (if applicable)
• The online order number
• A description of the fault
• If you would prefer a replacement item (stock prevailing), or a refund
• What available collection dates are suitable for you
• Collection address

Please contact our Customer Service with this information. Our opening hours are 8am-7pm Monday to Friday. 9am-5pm Saturday and Sunday. Closed bank holidays.

The deadline is 5 to 9 days

We are sorry to hear that you have received an incorrect item within your order. As we are sure you will appreciate, this is most definitely not what we wish for our customers.

To resolve this for you as quickly as possible, please can you provide us with an image of the incorrect item for our investigations. Our Customer Service will be happy to help you with a resolution.

Please confirm with the Customer Care Team convenient dates for collection and the collection address. Our collection services run Monday to Friday 8AM-6PM; unfortunately we are unable to provide you with a time slot.

Please also confirm to the team whether you would like a refund or a replacement, stock prevailing. A replacement, if requested, will take 3-5 working days once the incorrect item has been collected and processed through our Distribution Centre. A refund, if requested, will be processed to the original payment method within 3-5 working days, or 24-48 hours for PayPal payments.

To ensure that you receive your items as soon as possible we will occasionally dispatch items separately. This will be marked clearly on your packaging note.

• Have you ordered more than one item? If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately.
• Have you ordered an item from one of our approved suppliers? These products will be delivered directly to you via their preferred delivery partners and will be dispatched separately. These items will not state as being dispatched by HomeGoods Lima and will stipulate the approved supplier who will be dispatching the product.
• Have you checked the status of your delivery via Tracking your parcel? All of the information regarding your order, including any split deliveries, is available via the Tracking your parcel section of our website. Please check the delivery notes for each part of your order to make sure you are not missing anything.

If you discover something is missing please contact our Customer Service

Click here to view our Returns Policy

Click here to view our Returns Process

We will refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled

If you believe a mistake has been made on your refund, please contact our Customer Service who will aim to rectify the situation for you as soon as possible.

Please note the following may affect the amount you have been refunded:

• The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.
• Any discounts that were applied at the time of sale, which may not now be applicable now.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

To contact our Customer Care team please click Contact Us

We apologise if we have made a mistake when processing your request.

If you were expecting a replacement and received a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase an alternative product if required.

If you were expecting a refund and we sent you replacement goods, please contact our Customer service.

Click here to view how to cancel your order inder the Consumer Contracts Regulations June 2014