Frequently Asked Questions

Welcome to the Homena frequently asked questions. Here you will find answers to the most important questions about ordering, payment, shipping, and returns.

Payment

What payment methods are available?

You can pay securely with:

• PayPal
  
• Klarna
• Google Pay
  
• Apple Pay
• Shop Pay
• Credit card (Visa, Mastercard, American Express)
  

My payment was canceled. What can I do?

In rare cases, a payment may be canceled by your payment provider. Please try placing the order again or choose another payment method.

Can I receive an invoice for my order?

Yes, of course. Please send us an email at info@homenastore.com and we will provide your invoice as soon as possible.

Order & Delivery

How long does delivery take?

After your order has been processed, the following estimated delivery times apply:

These are estimates and may vary depending on the region, customs clearance, or delays.

Our delivery times are made up as follows:

• Processing time: 1–5 business days
• Transit time: 7–9 business days
• Estimated total delivery time: 8–14 business days

How much does shipping cost?

We offer free shipping to all our destination markets.

Can I choose a specific delivery date or time?

Unfortunately, this is not possible. Once your order has been shipped, you will receive a shipping confirmation with tracking information, which you can use to check the delivery status at any time.

My delivery is delayed - what can I do?

In most cases, orders are delivered within the stated delivery time. If there is a delay, please check the status on our “Track order” page. If you have any further questions, our customer service team will be happy to help.

Why was my order delivered in multiple packages?

In some cases, items are shipped separately. If parts of your order are missing, they will generally be delivered within a few days.

Do you deliver to my country?

We currently deliver to the following countries:

• Germany (DE)
• Austria (AT)
• United Kingdom (UK)

What about customs duties and taxes?

EU countries (DE, AT): All taxes and duties are included in the price. No additional costs apply.

United Kingdom (UK): All prices include UK VAT. For orders with a total value up to and including £135, no additional costs apply upon delivery. For orders over £135, import VAT, customs duties and handling fees may be charged upon import and are payable by the customer. Further information can be found in our shipping policy.

Returns & Refunds

How can I return an item?

You can return your order within 30 days of receiving it. Please refer to our Returns & Refund Policy, which explains all the steps in detail.

This return policy applies to all countries:

• Germany, Austria, United Kingdom

Can I cancel my order?

Orders can be cancelled within 24 hours of purchase. After this period, the order will be forwarded for processing and can no longer be cancelled. Please contact us by email immediately.

Tracking information (Track & Trace)

Where can I find my tracking information?

After dispatch, you will receive an email with your tracking number. Alternatively, you can view your order on the "Track order" page using your order number and email address.

My tracking information is not showing any information yet - why?

Tracking information only becomes active once the parcel has been processed by the shipping provider. Please note that this may take several hours.

I have not received a tracking email - what should I do?

Please check your spam folder first. If you cannot find an email, please contact us - we will resend the information to you immediately.

Customer service

How can I contact customer service?

Email: info@homenastore.com
Response time: within 24 hours

Opening hours (CET):

• Monday to Friday: 09:00 – 17:00
• Saturday: 09:00 – 13:00
• Sunday: Closed

We are here for you from: Germany, Austria and the United Kingdom.

Currencies & Prices

In which currency are the prices displayed?

Can I pay in another currency?

The currency is set automatically based on your delivery country and cannot be changed manually.