FAQs

  1. Where can I find the Delivery Information for a Product?

The Delivery Information can be found directly under the ‘Add to Basket’ button in a product page, there will be a link to the Delivery Information. Alternatively, in the page footer, you will also see a link to Delivery & Returns Information.

 

  1. How do I Cancel/ Change my Order (Pre-Dispatch)?

If you foresee any problems with your order or would like to change anything, please contact us as soon as possible via our telephone number 01282 526548 and we will endeavour to help.

 

  1. What delivery options do you offer?

Delivery to address within the UK

We currently offer 2 delivery options. Some items are available on the Standard delivery service only. The available options are offered at the ‘Checkout’.

Standard Delivery (Delivery within 3-5 working days) – £2.95 or FREE for orders £50.00 and above

Express Delivery (Delivery next working day on orders placed before 2pm) - £4.95

Regrettably we cannot offer a next day delivery to the following postcodes: IV, KW, ZE, HS, AB, IM, TR, GY, JE & BT.

To receive your order the next working day please ensure you place your order before 2pm. Any orders placed after 2pm Friday up to 2pm Monday will be delivered Tuesday.

Order Day

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

Order before 2pm - expected arrival

Tuesday

Wednesday

Thursday

Friday

Monday

Tuesday

Tuesday

Order after 2pm - expected arrival

Wednesday

Thursday

Friday

Monday

Tuesday

Tuesday

Tuesday

 

International delivery

Unfortunately orders for international delivery cannot currently be placed on our website. If you would like a quote for international delivery please call our sales team, the contact details can be found on our Contact Us page.

 

  1. When should I receive my order confirmation?

You should receive an email confirming the order instantly.

If you have not received your order confirmation, what should you do?

Please check your spam/ junk folder - depending on your email settings it may have been removed from your inbox.

Please check your account online to ensure your email address has been entered correctly.

If after these steps you still haven’t received the email please contact our Customer Services department using one of the options on our Contact Us page.

 

  1. How do I track my order?

Once your order has been despatched, you will receive an email to confirm. If tracking details are available, we will send you a link to the courier’s website enabling you to check the progress of your order.

Unfortunately it isn’t always possible to provide tracking details however you can speak to our Customer Services team using one of the options on our Contact Us page who may be able to offer some additional information.

 

  1. Can I Change or Cancel my Order?

Can I amend any of the details on my order?

In some cases we are able to amend delivery addresses and items on your order however this isn’t always an option. Please Contact Us with any amendments or cancellation queries and our Customer Services team will assist where possible.

Can I cancel my order?

As with amendments unfortunately it isn’t always possible as your order may have already been despatched, however please Contact Us for further information.

Why has my order been cancelled?

Cancelling sales orders is always a last resort for Shop At Home as we look to explore the possibility of alternative products for all items that are long term out of stock or made end of life by manufacturers, however in the scenario where alternative solutions cannot be found we do reserve the right to cancel your order. When this decision is made we will make every effort to notify you that your order will be closed by one of the communication methods provided within your customer details. Once your order is closed we will automatically refund any payment you have made for your goods. We do advise that the refund process can take up 72 hours to complete and process, however if you have not received your refund beyond this time frame please do not hesitate to contact the Customer Services team. For any additional questions regarding the cancellation of orders please refer to our Terms & Conditions.

 

  1. How do I get a VAT receipt?

A copy of your order invoice should be included in the parcel, however if for some reason this is missing, or you need another copy, please contact our Customer Services department who will be happy to help.

 

  1. How do I make a complaint about a Product or Customer Service?

To make a complaint about a product, please contact our Customer Service team via telephone or email, you can find the details via our Contact Us page.

To make a complaint about Customer Service, please email your complaint with contact details to mirrorhome@shopathome.co.uk and a member of our team will be in touch to resolve the complaint.

 

  1. How do I query my refund?

If you want to query a refund, please contact our Customer Services team via email or telephone and one of our friendly Customer Services members will endeavour to resolve your query.

 

  1. What are your terms of sale? Where do I find information about Cancellations, Returns & Refunds?

This information can be found by clicking here in to our Order Delivery & Returns information page.

 

  1. Wrong/ Faulty order received – How do I get a replacement/ refund?

If you have changed your mind about your recent purchase all we ask is that it is returned in its original condition and within 30 days of the order arriving. All the original packaging and labels etc. need to be in tact and the item must remain unused.

All items returned to us as unwanted are done so at your own cost. To obtain the details on how to return goods to us (including the returns reference) please contact us.

Please note, software cannot be returned unless it remains completely sealed and any personal grooming products must remain unused.

We do our best to make sure everything works perfectly, but if it doesn’t, please contact us. Within the first 30 days we will issue a refund or replacement item to you. Outside of the first 30 days we will be able to advise on the options to repair, replace or refund your item. Please contact us with any queries. 

 

  1. How do I ask a question about a promotion/ stock availability?

If you have a query, please feel free to use the ‘Contact Us’ button and send us a message, you can find the ‘Contact Us’ button in any page on the website in the bottom right hand corner, alternatively you can Contact Us via phone or email too.

 

  1. How do I create an account?

 To create an account, first you will need to click the Login/Create Account button, you can find this at the top of every page in the grey header bar.

 

From here you will need to press the Login/Create Account button on the next page too

 

The button will then take you to a form to fill in your First Name, Last Name, Email and Password, then you click the ‘Create’ button.

Once you have clicked the ‘Create’ button, you will see a message in pink stating ‘We have sent an email to yourname@youremail.com, please click the link included to verify your email address.’

You will then receive an email in your email inbox, if you click the ‘Activate’ button, this will open up a new screen where you can choose a password and activate your account by clicking the ‘Activate Account’ button.

From this screen you will then be logged in and you will be able to view your account and order history when you have ordered from us, or you can continue shopping and adding items to your basket and checkout.

  

  1. How do I change my address in my account?

 You can view your address(es) in your account by clicking in to ‘View Addresses’, from here you can view which Addresses we have on file for you and you also have the option to Edit or Delete your default address and any other addresses.

 

  1. I have forgotten my password, can I reset it?

 You can reset your password by clicking Login/ Create Account at the top of the page, from here if you then click ‘Forgot your password?’ you will then be able to enter your email address and you will be sent an email to reset your password.

 

  1. How do I find out more information about Mirror Home?

 You will be able to find more information in our ‘About Us’ page on the Mirror Home website.

 

  1. How do I find information about your Privacy & Cookie Policy?

 You will be able to find this information in our ‘Privacy & Cookie Policy’ page on the Mirror Home website.

 

  1. I’ve seen an item in the paper, how do I find this item on your website?

 If you are looking for an item you’ve seen in the paper, on the home screen there are 2 places where you can see items which have been in the paper, on the menu along the top there is an ‘AS SEEN IN THE PAPER’ category, alternatively, if you scroll down on the homepage you will see a large category for AS SEEN IN THE PAPER. If you are unable to find a particular product, please call us on 01282 526548.

 

  1. How can I sign up to receive the latest news & promotions from Mirror Home?

 On the homepage, if you scroll down, you will see a pink banner with a large SUBSCRIBE button, if you click the button you will be able to enter your details and choose your preferences to sign up to Mirror Offers. Alternatively you can sign up here.