questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to Homio Decor FAQ page, where you can find answers to the most commonly asked
Shipping & Delivery
Returns, Refunds & Replacements
Payments & Pricing
How to Check My Order Status?
To check your order status you can simply place the tracking number that you have received after order shipment on our Parcel Tracking page.
Can I Change My Shipping Address After Placing an Order?
If your order still processing you can simply send us an email to email@example.com in case you need to change your address.
Can I cancel or modify my order?
We do not accept cancellations after your order has been placed.
If you need to modify your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.
Would my order be delivered together, if I ordered many items?
Usually, your order will be dispatched in separate parcels
How Secure is Your Site?
Our site uses Secure Sockets Layer (SSL) technology, an approved industry standard that provides you with a secure connection for your transactions.
In addition we use PayPal and Amazon Pay to give you flexible, protected payment options.
2. Product FAQs
Where are the Products Manufactured?
All Homio Decor products are supplied by worldwide OEM manufacturers.
Before a product being supplied to our customers, there are times of technical and quality controls to insure the highest standards.
Who is the Manufacturer?
Our products are directly brought from the OEM manufacturers in China, so we can offer such low prices with high quality guarantee.
The manufacturers we are working with, produce for retailers and companies worldwide, and even some big brands.
Lighting Compatible in My Country?
Yes, we supply the light and fittings that suits the voltage in your country.
FAQs about Chandeliers and Pendants
What kind of chandelier should I get?
The chandelier you choose should match the decor and style of the room you want to put it in. For a casual room, try fun pendant lights or simple chandeliers without lots of tiers, crystals or bulbs. Chandeliers made of wood are unique and can be casual in a variety of styles from rustic to contemporary. Crystal and brass chandeliers are great for more formal rooms because they are meant to sparkle and impress. Iron chandeliers are also usually on the formal side with their antique look.
What size chandelier should I get?
Big chandeliers never go in small or low-ceilinged rooms because they overwhelm the room and look out of place. Little chandeliers in big or tall rooms can look smaller than they really are and leave the room feeling dark. A general rule is to measure the dimensions of the room in feet and add them together; a chandelier for that room should have a diameter that's close to that same number in inches. For example if your foyer is 12' by 16', add the 12 plus 16 to get 28. The proper size chandelier would then be 28" diameter. This works for any room.
How high should I hang my chandelier?
Hanging a chandelier can be a tricky question. Hang it too low and you hit your head at the dining table or create a glare in the living room; hang it too high and it looks dim and out of place. Over a dining table, chandeliers should generally be about 30 to 34 inches above the table. For bowl-style or very ornate chandeliers, you can raise the chandelier about three inches to improve visibility. In a simply decorated living room, you can hang a chandelier a bit lower to be the centrepiece; whereas in an ornate room, you may want to hang it a bit on the high side to shed light on your furniture and accessories.
Where should I position my chandelier?
Chandeliers should almost never be in the center of the room; this leaves corners in shadow and requires you to crowd your furniture in the middle of the room. Put your chandeliers over spaces with specific functions to highlight these spaces; for example, put a small, cozy chandelier over your casual conversation space or several Tiffany chandeliers around the room to add a warm ambiance. For a dining room, chandeliers are best positioned above the center of the table, or you can try two or three smaller chandeliers or pendants along the length of the table.
How do I clean my chandelier?
Most chandeliers require only a light dusting with a soft or microfiber cloth. For brass chandeliers, you can increase the brassy shine with a cloth lightly moistened with furniture polish. Cleaning the bulbs and shades is important too, since they diffuse the light; dust and polish the bulbs with that soft cloth before dusting the chandelier itself, and then wash the shades in warm, soapy water. Crystal chandeliers need special cleaning and care. Clean your crystal chandelier and lamp shades with warm water mixed with isopropyl alcohol. Spread a drop cloth below the chandelier and allow it to drip dry.
Do I need special bulbs for my chandelier?
Most chandeliers either come with the specialty bulbs they require or use candelabra bulbs that provide the right light, so all you need to do is find bulbs with the right intensity. These are usually 20, 40, 60 or 100-watt bulbs. You can choose between transparent bulbs that allow maximum light or frosted glass bulbs that further diffuse the light.
What are pendant lights and how do I use them?
Pendants are hanging lights that are similar to chandeliers but are often smaller, longer and less formal. They come in a variety of fun colors and designs. Pendant lights are great for highlighting and dividing a space and for task lighting. Try putting them along your kitchen island to divide the kitchen area from the dining area or use one to highlight the butcher block. You can use two or three along the length of the dining table or use several to define the separate areas and tasks of a room.
How to Shorten or Adjust the Cable or Chain Lengths?
Cable (or cord): First, decide the mounting position and the final hanging height of the light, then the cable can be adjusted at the end of attaching the ceiling canopy. Simply cut off the cable to the needed length but please pay attention to allow a bit more left for connection to the supply wires.
Steel wire: Normally it goes through a small pin on the ceiling canopy. Simply pressing the pin, then you will be able to adjust it to be shorter by retracting into the canopy or longer by pulling it out (within the length range). When you adjust it to be shorter, you could also choose to cut off the redundant steel wire from the canopy end.
Chain: Determine the new length of the chain from the ceiling down and which link will be the last in line. Measure, Grip half of the link with a pair of pliers and use a second pair of pliers or an adjustable wrench to twist the other half, separating the link at the joint. Remove the unwanted portion of chain., where you wish the chandelier to hang. Then measure the fixture cord and chain on the chandelier and calculate how many links in the chain you should remove. If you want to well-protect the finish of the chain, you may cover it with a cloth.
Cut the chandelier cable/cord about 12 to 24 inches longer than the shortened chain to ensure that you have enough to weave through the links in the chain. Many people prefer to weave the wire through every second link in the chain, but this is a matter of preference.
Product Availability & Out of Stock Products
Homio Decor carries hundreds of products in our warehouses.
Occasionally, an item may be temporarily out of stock. Our stock is replenished within 48 hours if out of stock.
If you are interested in a particular product and its out of stock please email us at firstname.lastname@example.org.
How Dimmer Switches Work?
When you're furnishing a home, light is everything. The light level in a room dictates what you can and can't do, and it has a huge effect on how you feel. You can't read very easily by a single candle, for example, and a romantic dinner for two isn't so romantic under a 1,500-watt halogen lamp.
The problem is that people need to use some rooms for multiple purposes, and these different functions call for varying amounts of light. Enter the dimmer switch, a handy electrical component that lets you adjust light levels from nearly dark to fully lit by simply turning a knob or sliding a lever. However, not all light bulbs are compatible with dimmer switches.
Dimming switches work by affecting the voltage and not the wattage. With the incorrect dimming switch, certain light bulbs will get the wrong voltage and create problems. The incandescent bulb and its close relative the halogen bulb are the most utilitarian light bulbs because they work with any dimmer switch. They only burn out if the voltage is too much for them but not if the voltage is underneath their capacity.
To use a dimmer with a fluorescent light, the bulb must have a dimmable ballast. Besides, consumers should get a dimmer that specifically says that is compatible with fluorescent lights. Even with a dimmable fluorescent bulb, at the lower light range, the bulb may just turn off.
Another issue is that they may not turn on correctly when using one or more dimmers in different locations. LED light bulbs dim lower than fluorescent bulbs but the dimming range is determined by the bulb's circuitry. The LED also is prone to turning off at the lower light range, and it too may perform incorrectly with one or more dimmers.
While an incandescent bulb will flicker with voltage fluctuations, an LED may shut off or flicker excessively.
When buying, a consumer should remember that incandescent bulbs dim from zero to 100 percent while fluorescent and LED bulbs can only lower to 10 to 20 percent of minimum value, so homeowners may not be able to achieve the level of ambience desired. In addition, fluorescent and LED bulbs require more expensive and complicated dimming switches. However in the long run, LED and fluorescent bulbs provide significant energy savings.
Does Stainless Steel Corrode or Rust?
Stainless steel does not stain, corrode, or rust as easily as ordinary steel. However, it is susceptible to rust staining by other objects found in the kitchen (ex. cast iron pan left in the kitchen sink will stain the sink).
Stainless steel contains additional elements such as chromium or nickel that form a protective layer on the exterior of the kitchen sink. Improper maintenance, abrasive cleaners, excessive scrubbing, and hard water build-up can all damage the protective layer, making the sink susceptible to rusting.
3. Shipping & Delivery
What shipping carrier do you use?
We partner with major shipping companies like UPS, FedEx, USPS and Freight shipping companies to offer the fastest, safest, and most reliable delivery service possible.
Do You Ship to PO Boxes or APO/FPO Military Addresses?
Sorry, at this time we are unable to ship to PO Boxes or APO/FPO military addresses, so customers need to provide a street address. If a PO Box or APO/FPO military address is provided, we will contact you for confirmation, it will delay shipment of the order.
How Does Shipping Work for Oversized Items?
Oversized items are large products including most furniture that must ship by Freight Outside Home Delivery Service due to size or weight.
We ship large items by air and by sea, we have stock in the US warehouse so most furniture arrives within a week.
Note: If your parcel is not in the USA stock we will ship it from our China warehouse which will take an extra week.
Delivery lead time is about 7-16 working days from the time it leaves our warehouse. Carrier will call you 24-48 hours prior to delivery to arrange a delivery time that will vary depending on the freight carrier's schedule. Whatever information you can give during the phone call will be given to the driver to make the delivery easier for them and for you.
How long until my order will ship?
We process orders and ship the parcels out within 48 hours of receiving your order.
What should I do when I received a damaged item?
1. Upon receipt, please kindly sign the word "damaged" on the proof of delivery(for truck) and inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately.
2. Please kindly keep the original packaging, which is essential. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product, such as the lights not working when fitted, damage to furniture after opening. Please make sure to take some pictures or a quick video demonstrating the problem.
Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.
3.All product issue inquiries may be best informed us within 48 hours of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 48 hours of receipt might be affected negatively due to uncertain factors outside of the time frame.
4.Please note that we do not cover the repair fee if unauthorised handyman services were hired.
If you havent been warned about your order being late we will compensate your waiting time with 20% coupon for your next order or 200$ to spend in our store.
How to Apply?
If you don't get your packages by the estimated delivery date, please contact our customer service to request a Late Delivery Compensation.
Be sure to provide your order information. Please note that each order is eligible for being compensated once. For example, if an order has multiple shipments and there are more than one shipment late, compensation will be offered only once.
Homio Decor may not offer you compensation under the following circumstances:
- The ordered items are not eligible for a guaranteed delivery.
- The delivery address is changed after the order is placed.
- The address is wrong.
- Unsuccessful credit or debit card charge.
- Circumstances that Homio Decor could not have foreseen, like a natural disaster or severe weather conditions.
What Countries or Regions Do You Ship To?
Regions currently available for shipping
Some remote areas that are NOT available for shipping: Africa, Middle East, all islands.
- United States
- United Kingdom
Some remote areas that are NOT available for shipping: Africa, Middle East, all islands.
What Should I Do If There is a Serious Delay with My Shipment?
Please contact both the carrier and our customer service to investigate. If it is confirmed there is an exception (i.e package lost) or delay will still last for a considerable time, we are responsible for re-shipment or compensation of your order.
*Note: The ongoing COVID-19 pandemic has strained supply chains around the world, decreasing the available capacity on shipping vessels, and prolonging prolonging processing time at receiver ports. As a result, our estimated delivery dates may be longer than usual.
Our team is doing our best to accurately project the timelines for all orders. We sincerely appreciate your patience and understanding during this time, and we will be happy to follow up with you regarding any questions or concerns you have related to existing or future orders.
3. Returns, Refunds & Replacements
I Received a Defective Item
We ask that you report any product defects within 48 hours of you receiving your order.
Please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the defective item(s), a complete description of the problem, provide pictures or video evidence clearly showing the problem.
Depending on the situation, we will be responsible for exchange or replacements.
Manufacturer defects found after 30 days of receipt are directed to the manufacturer's warranty. HomioDecor.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods
I Received an Incomplete Order or Missing Parts
We recommend to check the items within 48 hours of receipt and report to our customer service as soon as possible.
Be sure to complete this process within 30 days of your delivery date.
Depending on the situation, we will be responsible for exchange or replacements.
After 30 days, Homio Decor will make every attempt to rectify, however charges may apply.
Missing an item
If you ordered under your account, please go to Account - My Orders to verify that all items have shipped. If you ordered as a guest, please check our notification emails or contact our customer service to verify. (Due to the inventory or limitation of the shipping way, or to speed up delivery, items may ship from different warehouses or different shipping ways).
If you have received all shipments but there is an item or items missing, please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the missing item(s), provide pictures or video evidence clearly showing everything received.
Missing parts of an item
If you have checked comparing with the Parts-List, unwrapped everything and gone through all boxes, confirmed that no one mis-placed, please contact our customer service, be sure to include the copy of your original order confirmation, indicate which part(s) & Qty of which item(s), provide pictures or video evidence clearly showing everything received.
HomioDecor.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incomplete goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.
I Received a Damaged Item
We do our best to ensure every order arrives safe and secure. Despite the series of quality checks, occasionally products do arrive with damage.
Should your product not arrive in perfect condition, we recommend to report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item&its packaging.
As soon as the damaged issue is confirmed, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund, replace or repair options.
To suit different occasions, we work out Concealed Shipping Damage and Obvious Shipping Damage, please match your occasions with either occasion in the below. Be sure to complete this process within 30 days of your delivery date. After 30 days, Homio Decor will make every attempt to rectify, however charges may apply.
Concealed shipping damage
If you have already accepted delivery and then find a concealed shipping damage (not visible on the outside of the packaging), please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the damaged item(s), provide pictures evidence clearly showing the damage and all packaging material&paper work.
Once you notify us that your product was damaged, we will file a claim with the shipper. Please do not discard the damaged product or the packaging.
Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.
Obvious shipping damage
If a shipment arrives at your door with obvious shipping damage, please accept the shipment and immediately inspect the items. Please DON'T refuse the shipment. Refusing to accept damaged shipment means you are putting the hope of easy access to it in the hands of the carrier.
In other words, you have more control over the situation if you keep it.
1.Photograph the whole process, the damage, all packaging material and paper work.
2.Note any damages on the carrier delivery receipt or contact the carrier to submit a damage claim.
3.Reflect to our customer service by including the copy of your original order confirmation, the item number & Qty of the damaged item(s), the claim number, providing pictures evidence clearly showing the damage and all packaging material&paper work.
4.Do not discard the damaged product or the packaging. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.
Please note that if you attempt to return the damaged item without speaking to one of our customer service representatives, you will jeopardise your chances of making a claim, and you may not receive credit for the return.
HomioDecor.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.
I Received a Wrong Item
If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation and/or invoice. If it does not match, contact customer service immediately, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the wrong item(s), provide pictures clearly showing the wrong item. The wrong item must be returned in original packaging.
HomioDecor.com will be responsible for the return shipping cost. You can exchange it for the correct one.
HomioDecor.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incorrect goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.
30 Day Return Policy
You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you would need to pay for the return or exchange cost if no quality issues are involved.
For general return you need to keep the original packaging, for more detail see
Why Should I Keep the Original Packaging. Item(s) must be:
1.In brand-new condition
2.Uninstalled and/or non-assembled 3.Unused, no pieces missing
4.With original tags and original packaging.
Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier's website instead of the entire order. We would not accept if the item(s) are marked delivered greater than 30 days when you initiate the return
A few items can’t be returned, including:
3.Offline purchase (items or parts not listed on our website)
4.Items marked “Non-Returnable” on the product page
5.Assembled or disassembled products
6.Without original packaging or serious damage to the original packaging
7.Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.
What you need to know before you start a general return
1. Please kindly DO NOT discard any original packaging or wrapping materials from the item(s) you received.
2. You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier.
3. Any additional service on the order will NOT be refunded for the general return, including doorway drop-off, room of choice drop-off and white glove delivery.
4. At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.
5. You would need to cover the return shipping cost if there are no quality issues involved.
6. We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label, you would need to arrange the retrun yourself.
Plesae note: if you provide us with unclear photos the return will be dinied.
Faulty or Damaged Products
1.Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the lights not working when fitted, faucets leaking while installed, and damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.
2.All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.
3.Please note that we do not cover the repair fee if unauthorized handyman services were hired.
5. Payments & Pricing
WHAT SHOULD I DO IF MY CREDIT CARD HAS BEEN REFUSED WHEN PLACING AN ORDER?
Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card. Contact Customer Service if you feel that your card is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved. Or you may try other payment methods.
What is the coupon?
A coupon code is an alphanumeric sequence that consumers can use to get a discount. To keep up to date on the latest offerings, subscribe to our newsletter.
How can I get a coupon?
Subscription If you subscribe to us by leaving your valid email address on our website, you will receive an email with a coupon code attached.
We have periodical promotions with different forms of coupon distribution. Please keep an eye on the rules we put on. Usually, you could get the public coupon on our website or receive some exclusive coupons via emails or social media channels, etc.
How do I use a coupon?
Add your purchases to the cart and continue to final checkout page, the highest available coupon for the current order will be matched and deducted by default. You could also remove or change other available coupons through the icon of ">" and "Remove" respectively.
In case you have a coupon code yourself that you have received from us, you can use it at the checkout.
What Payment Methods Do You Accept?
We accept the following methods of payment:
- Credit Card
- Klarna Pay
- Apple Pay
- Google Pay
Do I need to pay any Tax&VAT?
Homio Decor offers duty free delivery. Which means we take care of custom clearance on your behalf and we pay all the duties for our customers if there are some.
In the rare case that you received a notification from customs to make a payment, please don't worry. You can go ahead and pay for the cost first, and we'll reimburse you for the expense after you send us a picture of the receipt.
6. Contact Questions
167-169 Great Portland Street, W1W5PF, London, United Kingdom
Representatives are available:
MON-FRI: 8am to 6pm UK time
Chat with us on Live Chat
Operators are available: MON-SUN: 12pm - 12am UK time