HELP - FAQ

Q – I don’t know which size to choose.

A – To help you choose the right size, there’s a link called “corresponding sizes” on each product page, that will give you access to the following chart.

If you ordered a size that doesn’t fit, don’t worry: we remind you that sending the items back is free.

Q – I’d like to know if I can be delivered to my country.

A – We currently deliver to more than 40 countries, from 4 different digital platforms. In order to choose the country you wish to be delivered to, you need to:

- Click on the little flag, on the top left corner of our website:

- Then click on the country you’re interested in to be redirected to the right platform :

If you do not get redirected to the right platform, please find here the addresses you need to enter in your search engine according to the country you wish to be delivered to:
- fr1.hom.com to be delivered in France, Luxembourg and Belgium.
- de1.hom.com to be delivered in Germany, Switzerland, and Austria.
- uk1.hom.com to be delivered in England, Italy, Spain, Denmark, Portugal, Finland, Norway, Netherlands and Sweden.
- global1.hom.com to be delivered in South Africa, the Reunion Island, Australia, the United States of America, Canada, Brazil, Argentina, Poland, Russia, Lituania, Estonia, Latvia, Greece, the Czech Republic, Singapore, Hong Kong, India, Japan, Taiwan, Thailand, Turquey, Vietnam, China, South Korea, Saudi Arabia and Israël.

Q – I have a voucher code to get a discount on your website, but I don’t know how to use it.

A – First of all, place the items you wish to order in your shopping basket. Once you’re done, enter the code in the “vouchers” field of your basket and click on “ok”. The final price is then automatically recalculated and you can proceed to the payment.

Please note that if for some reason the code did not work (for example: an error message pops up indicating that the code has already been used, or the percentage is not the one you were expecting), please contact us here before proceeding to payment: service@hom.com

Please note that we won’t be able to step in on that matter once the order has been placed.

Q – I’ve placed an order on your website, but I’ve received an error message concerning the payment.

A - Most of the time, payment errors are due to a transmission problem between the customer's bank and ours. The order isn't taken into account and your bank account is not debited, but another try often does the trick.

If after several tries it still doesn’t work, please contact us here: service@hom.com

Q – I’ve place an order on your website, and its status was changed to ”on back order”. What does it mean?

A – The status of the order is changed to “on back order” when one or several item(s) you ordered is not available in our stocks at the moment, but that we’re expecting a replenishment. The sending of the item(s) will thus be delayed, but it will be treated as a priority as soon as the item(s) is back in stock.

Q – What is your return policy ?

A – If you wish to send us some items back, you need to do it within 15 working days after receiving your order. We will have to decline any parcel sent back after this period.

The items you wish to return must be clean (but not washed), with their tags still attached and their original packaging undamaged. Please send the items back in a rigid packaging (for example the card box we used) so that they’re not damaged during travel.

We reserve the right to refuse any parcel that does not meet these requirements.

Q – I’d like to buy some of your items in a physical shop but I don’t know where to find a retailer near me.

A – In order to find any HOM retailer worldwide please visit the following webpage: https://test-uk.hom.com/stores

Q – How can I send some items back in order to get another size ?

A – If you wish to exchange some items, please start by asking for a return validation from your customer account: tick the item(s) you wish to send back and leave a comment so we know what to do with them (for example: the pyjamas I bought are too small, I’d like to get them one size larger).

Then you simply need to stick the return voucher (that was sent with your order) on the parcel and drop it off in a postal office. We’ll handle your request shortly after receiving your parcel back .

Return policy: the items you wish to return must be clean (but not washed), with their tags still attached and their original packaging undamaged. Please send the items back in a rigid packaging (for example the card box we used) so that they’re not damaged during travel.

We reserve the right to refuse any parcel that does not meet these requirements.

We bring to your attention the fact that we may not be able to proceed to the exchange you asked for according to the remaining stocks. In this case, we’ll proceed to the refund of the item.

Q – How can I send some items back in order to get a refund ?

A – If you wish to get a refund for some items, please start by asking for a return validation from your customer account: tick the item(s) you wish to send back and leave a comment so we know what to do with them(for example: I don’t like the pattern of the boxer briefs I just bought, I’d like to get a refund). Then you simply need to stick the return voucher (that was sent with your order) on the parcel and drop it off in a postal office. We’ll proceed to the refund shortly after receiving your parcel back.

Please note that you must send the items back within 15 working days after receiving your order. We will have to decline any parcel sent back after this period.

Return policy: the items you wish to return must be clean (but not washed), with their tags still attached and their original packaging undamaged. Please send the items back in a rigid packaging (for example the card box we used) so that they’re not damaged during travel.

We reserve the right to refuse any parcel that does not meet these requirements.