Frequently asked questions
Orders and processing
When is the daily order cut-off?
Orders placed before 5:00pm (UK time), Monday to Friday, start processing the same day. Orders placed after 5:00pm on a Friday, at the weekend or on a UK bank holiday start processing on the next business day.
How quickly is my order dispatched?
Orders are picked, checked and dispatched within 1–3 business days.
Can I change or cancel my order?
Address changes can be made by emailing support@andrahome.com before your order moves into processing. To cancel before dispatch, email us within 12 hours of ordering. After that, you can still cancel under your 14-day right by returning the item.
Delivery
Where do you deliver?
We currently deliver to addresses within the United Kingdom.
How much is delivery?
Standard delivery is free on every UK order, with no extra fees added at checkout.
How long will my order take to arrive?
Once dispatched, delivery usually takes 7–14 business days, so allow 8–17 business days in total from ordering. Busy periods and bank holidays can occasionally add a little time.
Which couriers do you use?
We use trusted UK carriers, including Royal Mail, Evri, DPD and Parcelforce. Larger items, such as garden furniture, may arrive with a specialist courier.
Where is my order sent from?
Andra Home is operated by ECOM LUCKY LIMITED, a company registered in England. Our products are fulfilled through logistics partners and warehouses, so your parcel may be dispatched from a location other than our registered office.
Will I have to pay customs or import charges?
No. All prices include VAT, and any import duties or customs charges are covered by us. You'll never be asked to pay anything on delivery.
Tracking
How can I track my order?
We'll email your tracking number within 48 hours of dispatch. You can also check progress at any time on our Order Tracking page.
My tracking says "Delivered", but nothing has arrived. What should I do?
Please email support@andrahome.com within 3 business days where possible, and we'll open an investigation with the carrier.
Returns and refunds
Can I return something if I change my mind?
Yes. You have a legal right to cancel within 14 days of receiving your order, and we also accept change-of-mind returns for up to 30 days from delivery. Returns made after the first 14 days should be unused, not assembled or installed, and in their original packaging.
How do I start a return?
Email support@andrahome.com within 30 days of delivery with your order number and the item(s) you'd like to return. We'll send you the return address and instructions.
Who pays for return postage?
If an item is faulty, damaged, incorrect or not as described, we cover the return cost. For change-of-mind returns, you pay the cost of sending the item back, and this isn't refunded.
How long do refunds take?
Once we've received and checked your return, approved refunds are processed within 7 business days to your original payment method. Your bank may take a few extra days to show it.
Can I exchange an item?
Yes. Return the original item as normal, then place a new order for the one you'd prefer.
Is there anything I can't return?
Unless they're faulty or not as described, we can't accept change-of-mind returns of personalised or made-to-order items, hygiene-sealed items such as pillows and duvets once unsealed, or live plants, bulbs and seeds. Sale items can be cancelled within 14 days but aren't covered by our extended 30-day window.
What if my item arrives damaged or incorrect?
Please email us within 48 hours of delivery where possible, with photos of the item and packaging, and we'll put it right as quickly as we can. This doesn't affect your statutory rights.
What are my consumer rights?
Under the Consumer Rights Act 2015, everything you buy must be of satisfactory quality, fit for purpose and as described. If it isn't, you can reject it for a full refund within 30 days of delivery, and after that you're entitled to a repair, replacement or refund. Our policies never limit these rights.
Payments
How can I pay?
We accept Visa, Mastercard, American Express, UnionPay, Shop Pay, Apple Pay and Google Pay. All prices are in GBP, and we never charge card surcharges.
Is my payment information secure?
Yes. Payments are processed through encrypted systems by trusted providers, and we never store your full card details.
Privacy
How do you use my personal information?
We use it to process and deliver your orders, provide customer support, prevent fraud, improve our site and meet our legal obligations. We never sell your personal data.
What are my data protection rights?
You can ask to access, correct or delete your data, object to marketing and more. Email support@andrahome.com, or see our Privacy Policy. You can also complain to the Information Commissioner's Office (ICO).
Getting in touch
How do I contact customer support?
Email support@andrahome.com or use our Contact page. We're available Monday to Friday, 9:00am–5:30pm, and Saturday to Sunday, 10:00am–3:00pm (UK time), and we aim to reply within 24 hours.
Contact information
Have a question, or need a hand with an order? Our team is happy to help:
Store name: Andra Home
Company: ECOM LUCKY LIMITED
Company number: 14963017 (registered in England and Wales)
Registered address: 75 Bushfields, Loughton, England, IG10 3JR, United Kingdom
Email: support@andrahome.com
Contact form: Contact page
Customer service hours (UK time)
Monday to Friday: 9:00am – 5:30pm
Saturday and Sunday: 10:00am – 3:00pm
We aim to reply to every message within 24 hours.
Thank you for shopping with Andra Home.