Delivery & Turnaround
How does your delivery work?
In an effort to try and keep everything simple we quote a delivery time which includes what we call a production priority. This is the priority at which you enter the production queue. For customers who opt for FREE services will join the back of the production queue and orders are made on a first come first served basis. If you opt for standard delivery you will jump a proportion of the production queue and get your order in half the time or less of the Free service. The express option is our premium service and your order will be put a the front of the queue regardless of the number of orders we have.
Do you deliver to where I live?
More than likely we are based in the UK and therefore ship within side the UK and to all European countries. Shipping further afield will depend on the product due to import laws and the size of the product. Each product description will say where we can ship it to.
How much does postage and packaging cost?
Your postage and packaging will be calculated on checkout, we do this because items we want to calculate the least cost method for your order. We choose from a variety of couriers based on speed, size and price. Generally speaking postage cost will depend on the speed at which you would like your item. From time to time we offer free delivery if you order isn't items and you don't need it for around 14 days. Then it standard service for approx 7 working days and finally our Express option which of you contact us we can give you an exact date, generally this is 4 days or less depending on the product.
How long will it take for me to have my order in my hands?
This will depend on the product that you have ordered, if you need your item by a specific date just let us know. We aim to make all orders in priority order based on the postage cost you have paid, express by the date we have agreed, fast shipping within 3-5 working days, standard delivery in 7 days and then our free service last for non urgent orders. During exceptionally busy periods and deliveries overseas this may be upto 14 working days. They are shipped via your chosen delivery method and the postal service will reflect how long you can expect to wait for these.
I need my order delivered ASAP, can I pay extra for faster shipping?
Yes in the UK we offer a 48 hour delivery service. If you order before 1pm (GMT) we will produce your order and ship via next day delivery. Since the post doesn't arrive on Sunday if you order on a Friday it won't be with you until Tuesday.. This service is called Express, please contact us to ensure that we can fulfil your request as items are bespoke.
Will I be notified when my order is out for delivery?
We send a shipping confirmation when your order leaves our production facility. Depending on the postage option you choose and the value of your order you may have a tracking number that will allow you to see where you order is after it leaves us.
Can I check the progress of my order?
No, unfortunately you can't. However we aim to produce all orders within 3-5 working days of your order being placed. You will receive a shipping confirmation when it leaves our production facility. If there are likely to be any delays we will do our best to contact you to make you aware of the delay.
Can I collect my order from you?
No, we don't offer a click and collect service from our offices or production facility.
I WANT TO PLACE A LARGE ORDER AND HAVE DIFFERENT PACKS DELIVERED TO DIFFERENT PLACES. CAN I DO THIS?
Great that you love our products so much you want to place a large order. We currently don't have a checkout process that allows you to ship different items to different places, however if you get in contact with us we will be happy to help.
What days do you send out orders?
We send out orders all working days, so basically Monday to Friday unless it's a UK public holiday.
Does PHOME offer any free shipping options?
From time to time we may run promotional offers for free shipping. We will do our best to make you aware of these offers, by promotional messages on our website, emails and via our social channels.
I want to place a large order. Will it all ship together?
Yes, provided it's not so big we have to order more materials to make it. As we aim to ship everything in 2 working days
What happens to my delivery if I'm not at home?
Depending on the size of you product it will either land on your mat inside your door. Or if it's too big or needs someone to sign for it, it's likely to be at your local post office or courier depot. Being nice people they should pop a card through your door saying exactly where it is and how to collect it.