If you can’t find the answer to your question here, please get in contact with us and we’ll do our very best to answer it for you!
How do I contact Customer Services?
We have a small but friendly customer services team available to assist you with any questions or queries.
Our opening hours are 9.30am – 5.00pm Monday – Friday.
Please contact us on 01981 580 237 (occasionally we may be away from the office and unable to answer your call but please leave a message and we will ring you back as soon as we can)
Alternatively, please write to us at email@example.com- we aim to answer all emails within 48 working hours.
I would like more information about a product
Please write to us at firstname.lastname@example.org with your query and we’ll send you as much information as we can. We aim to answer all emails within 48 working hours.
My order hasn't arrived
When you place an order with us, we will confirm that the item is in stock and let you know when it has been dispatched. Our standard delivery option takes 3-5 working days – if you haven’t received your order within this time, please send an email to email@example.com and we will endeavour to resolve any issues as quickly as possible.
All furniture deliveries will be pre-booked so you will know which day to expect delivery. Smaller orders will be delivered by courier who will leave a calling card if you are out. Please see instructions left on the card to rearrange delivery.
Can I return an item I have bought?
We want you to be delighted with your order but if you do wish to return an item, please notify us via email within 14 days of receipt. Please send an email to: firstname.lastname@example.org
Please return the item/s within 28 of delivery via the Post Office *– please ensure you obtain a proof of postage and a tracking number so that we can track the parcel. We cannot be held responsible for items lost or damaged in transit.
*If you wish to return furniture or if your item is too large or heavy to return via the Post Office, please contact us at email@example.com within 14 days of receipt, advising of the item to be returned. We will arrange for a specialist courier to collect the item and return it to us. All collections fees for furniture and other large/heavy items are strictly non-refundable and will be deducted from your refund. This service is only available for UK mainland customers. Depending on your location, this collection service can take up to 3 weeks to arrange – please ensure the item/s remains fully protected at all times prior to collection.
Please carefully pack the item/s and return in their original packaging and in an unused condition along with the completed returns label enclosed with your order. Items not returned in their original packaging will not be refunded. Items damaged in transit due to insufficient packaging will not be refunded.
Upon receipt of your return, we will process a refund within 28 days of receiving the products back from you. Refunds will be for the cost of the item/s and exclude the original delivery costs. Refunds will only be made via your original payment method in pounds sterling. If you received a discount or special offer when making your purchase, this will be deducted from the original price. We are not responsible for charges made by your credit card company or your bank whilst waiting for a refund to be processed.
Please be aware that we are unable to offer a free returns service and customers are responsible for all costs when returning an item.
We are unable to offer any refunds on personalised, bespoke or printed/made to order items. We do not refund gift vouchers.
We can only accept unopened rolls of wallpaper for a refund. Opened rolls are non-refundable. Please note that some wallpaper ranges are printed/made to order and therefore are non-refundable. Please contact us if you wish to check before purchasing
Where should I send my returns to?
Please return all items to:
Customer Returns Dept,
Long Barn Home
Trippen Kennett House
Herefordshire HR2 8QL
Please note that we are an online company only.
My item has arrived damaged, what should I do?
We take every care to make sure that our products are well packaged before being dispatched to you however, if your purchase does arrive damaged, please contact us within 24 hours of delivery with your order number and a photo of the item and its packaging – please email us at firstname.lastname@example.org
We will arrange for a replacement item to be sent out (subject to stock) and arrange for the damaged item to be collected. Please do not return damaged items before contacting us
Can't find what you're looking for?
At Long Barn Home, customer service is our first priority. If you can’t find the answer to your question in our FAQ’s – please contact us at email@example.com and we will do our very best to help you with anything you need.