Frequently Asked Questions
HOW DO I PLACE AN ORDER?
Follow the 'Buy Now' links on each product page, this will take you to our secure online payment page. If you would prefer, give us a call and we can take your order over the phone.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We accept Visa, Mastercard, Amex and PayPal.
DO YOU OFFER DISCOUNTS?
Our biggest sales are during Black Friday, Cyber Monday, Christmas and New Years. However, you can visit our discount codes page at any time and get a coupon for money off your first order!
DISPATCH & DELIVERY
Dispatch takes usually between 1-3 business days. Dispatch is when a product is ready and is picked up by our delivery partner. Delivery takes between 5-14 business days depending on location and it is subject to change due to weather and other uncontrollable events. Some products are offered on a pre-order basis, with an estimated shipping window of 2-4 weeks. A valid phone number MUST be provided to guarantee delivery.
DELIVERY CHARGES & SERVICES
Houux will cover the shipping for some brands, therefore you are not charged for it! Have in mind that the free-of-charge service provided is curbside delivery only, which means that the carrier/driver is not responsible for in-house delivery and/or any required assembly. Make sure neighbours, family and/or friends are there to assist you if needed.
Once an item is picked up and processed by our delivery partner, Houux will provide the tracking information for your convenience. You can then visit our order tracking page here to check on the status of your order.
MORE THAN ONE ITEM?
Bulky items will likely leave and therefore delivered at the same time. Small items may be taken by a different carrier, creating an eventual latency on delivering your complete order. You will still be provided with the necessary information to track your packages. Should an item become suddenly out of stock, we will inform you before shipping for the necessary arrangements.
CHANGE OF ADDRESS
We move fast when it comes
COMMUNICATIONS WITH OUR DELIVERY PARTNER
When an item(s) is processed and ready for delivery, our delivery partner may contact you via telephone to confirm your address and schedule a day and time for delivery. From there you could contact them for any shipping related matters. Make sure you are present at the arranged time and day of delivery and that the phone number you provided is valid. Some items will be shipped through FedEx, in which case there won't be a follow up call as it is not possible to arrange delivery; you will receive a tracking number to follow your package(s).
LONGER THAN EXPECTED? DELIVERY TAKING
It is definitely not normal, unless weather is playing some tricks on the road. You should track your order and eventually contact our delivery partner. You can also contact our customer support at 01603 298453 and/or firstname.lastname@example.org
NOT THERE TO RECEIVE GOODS
We would advice for you to be present at the arranged delivery date so there is no delays on enjoying your Houux product(s). Remember that our free-of-charge service is curbside delivery only. 2nd attempt delivery will need to be rescheduled with delivery partner.
ORDER MARKED AS DELIVERED ALTHOUGH NEVER RECEIVED
An error or mistake made somewhere along the delivery process, either human or computers. We've got your back and we will get to the bottom of it, so do not hesitate on contacting customer support at 01603 298453 and/or email@example.com
WHAT SHOULD I DO WITH OLD FURNITURE?
Depending on the condition of it (or them), you should considering making a donation to local foundations/non profits that may find a good use of your item(s). If their condition is somewhat embarrassing to donate, then make sure to contact your local "Bulky Item Pick Up" (this is a city service) and leave the items on the curbside or as instructed for pickup.
An error or mistake made somewhere along the boxing process can happen, and we apologize for that. Contact customer support at 01603 298453 and/or firstname.lastname@example.org and we will provide the necessary assistance. Do not try using parts that do not belong to your item(s) for a quick fix as it could compromise functionality and will void your warranty.
We have a thorough inspection process before dispatching, so damage is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "damage" and document it with photos. You have a maximum of 5 days to report delivery related damage(s) to both the carrier and us at Houux. Contact customer support at 01603 298453 and/or email@example.com with your Name, Order Info, and Photos and we will find a prompt resolution. Note: You are not obligated to accept delivery when in evidence of damage. You must sign the BOL (Bill of Lading) upon delivery, where notes should be made if necessary so any issue can be assessed properly.
WHAT YOU RECEIVED IS NOT WHAT YOU ORDERED
We have a thorough inspection process before dispatching, so misplacing an order/item is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "wrong" or misplaced and contact customer support at 01603 298453 and/or firstname.lastname@example.org with your Name, Order Info, and Photos and we will find a prompt resolution.
COLLECTING ITEMS FROM YOU
Just like delivery is curbside-based only, the pickup
REFUND PROCESSING TIME
Once a refund is made effective, it takes between 3-5 business days to show up in your account. For returns, the refund is usually processed once the item has arrived and inspected in our warehouse, so allow up to 15 days from item pickup to warehouse delivery.
REFUND IN ACCORDANCE TO PAYMENT METHOD
Refund is made only to the original form of payment.
WANT TO CHANGE AN ORDER
Once an order has been processed, there is little we can do. Contact us at customer support at 01603 298453 and/or email@example.com so we can help