Terms & conditions

When you place an order you are making an offer to Heaven at Home to purchase the goods detailed in the order subject to these term and conditions.

To order goods on our website, you must be at least 18 years of age and accept delivery within the UK. When you have placed an order online we will send you an automatic email confirmation that your order has been received. This email is not a confirmation that your offer to purchase the goods has been accepted and it is not a confirmation that we will be able to meet your order. A contract between you and Heaven at Home for the sale of the products will only exist once the order has been accepted, processed and despatched to you. We may decline all or part of your order for any reason, in which case we will inform you by telephone or e-mail.

When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against fraudulent transactions. We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.


The total price you pay will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our suppliers' prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time the order is placed.

From time to time the prices displayed on our website may be different if you are directed to it from a third party website. Purchases at these prices can only be made on our website and by arriving on it through a relevant third party website.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative.

Although we make every effort to make sure that all pricing information on the website is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.

Prices that are reduced for sales and promotions are only valid for the specified period.

Order Processing

Your order is sent directly to our on-line order system for processing. Once we have received your order and payment, our staff will pick, pack and dispatch the item. We will to do this the same day for all next day delivery orders received before 11am and within 24 hours for all other orders. Orders are processed Monday to Friday (not including Bank Holidays).


Delivery is charged as priced on each order. Your order will usually be despatched within 24 hours unless you have requested same day delivery and your order is received before 11am when it will be despatched on that day. If you wish to cancel your order after it has been dispatched, you will be charged for delivery or collection cost.

We use Royal Mail and courier services. We deliver to all postal areas in the UK, including England, Wales, Scotland, Northern Ireland and the Channel Islands. We cannot ship overseas.

A signature may be required for all orders. Please use a delivery address where someone will be available to sign for your delivery. If you parcel requires a signature and there is no-one available to sign for delivery at your address, a card will be left by the delivery company. You may need to call to arrange a new delivery date or alternatively collect the parcel from your local collection office or depot.

We will only deliver goods to the address on the order.

Cancellation Policy

We understand that you may wish to change your mind about your order. You may cancel your order by contacting us either by phone or email up to the point of packing the goods in our warehouse. If you do cancel your order within this time, we will refund any payment received.