FAQs

How do I place an order?

You can order online via our website and pay at checkout, or you can email info@ebonyhome.com.co with any order requests.

Do you take payment via PayPal? What other methods of payment do you accept?

We do not currently accept PayPal checkout. However, we do accept all major credit cards, i.e Visa, American Express, Mastercard, and we also have a Finance option available ‘Klarna’.

Do you ship internationally?

Yes, we do offer international shipping. 

How can I track my order?

This depends on which courier your item is being delivered with. Once your order has been dispatched, you will receive an email from us containing your tracking number to track your parcel.

Where is my order and how long until delivery?

This depends on what courier your item is being delivered with. Some of our items are made on order which means, depending on which country you are in, delivery can take up to 60 days. Once your order has been placed, you will receive delivery information via your email.

What delivery options do you offer?

We don’t offer delivery options as we use different courier options that are provided by our suppliers. These courier options may differ depending on which country the items are being delivered to.

Will all my items be delivered together?

This depends on whether or not your items are from the same supplier. If they are from two different suppliers, delivery times/ days may vary.

Can I choose my delivery day?

You can’t choose a specific delivery day yourself, but we do what we can to assist you.

Can I advise to leave my parcel in a safe place/neighbour/commercial property?

Yes, we can pass on your delivery requirement to our courrier’s.

I’m not going to be in on my allocated delivery day, what do I do?

We advise you to email us if you know you will not be in to accept delivery. We can get in touch with the courrier and advise them of your delivery instructions/requirements.

I’ve missed my delivery. How do I re-arrange?

You can either contact us via the chat function or email us directly and we can assist you with re-arranging delivery with our courrier’s.

Can I change my delivery address once my order has been placed?

Yes you can, if contact our customer support team via the chat function or email info@ebonyhome.com.co, they can access your details and change your delivery address.

Can I add an extra item to my order once it’s been placed, to be delivered with the original order?

Unfortunately no, once you have placed an order you can’t add on any additional items. You would have to go online via our website and add additional items to your basket, then proceed to checkout.

How do I apply for the ‘10% off your first order’ promo code and how do I apply it at checkout?

You need to subscribe to Ebony Home's mailing list via our website, at the bottom of the page. When you have subscribed, you will receive an email with the discount code. Once you’ve selected all your items on your cart, please select checkout to find a box where you can apply your discount code.

My promo code is not working, what do I do?

Check to see if the item selected is not a sale item, as if it’s already been discounted, you won’t be able to use your promo code. Also, if you have ordered previously from our website, your code will not work as it’s only valid for first time orders. If there is an error message, please contact our customer service agent via the chat function or email info@ebonyhome.com.co to assist you.

I’m trying to purchase my items at checkout via the finance option and this is not working, what do I do?

Please contact the customer contact our customer support team via the chat function or email info@ebonyhome.com.co and we can advise your next steps and eligibility.

Can I use multiple discount codes?

No, unfortunately you can’t.

Where can I find out what the dimensions are for products?

If you search for your item, it will show the dimensions in the product information. If for any reason the dimensions aren’t there, you can speak to our friendly customer service team.

What happens if I receive a damaged/faulty/incorrect item?

If you have received something damaged, faulty etc, please contact our customer service team or email info@ebonyhome.com.co to discuss the returns process. 

The item I received is not like the picture on the website, how do I proceed on returning this?

If you are not 100% happy with your purchase, please contact our customer service team or email info@ebonyhome.com.co to discuss the returns process. 

Do you offer replacements and how long does it take for the replacement to be delivered?

We do not offer replacement items for most of our products. To find out whether you are eligible for a replacement, please contact our customer service team or you can email info@ebonyhome.com.co.

What is your returns policy and how do I return an item?

We do accept returns and advise you contact our customer service team or you can email info@ebonyhome.com.co  and we can provide you with the full returns policy and how to proceed.

How long does a refund take to show back in my account?

Refunds take 3-5 working days to appear back in your account, once actioned.  

I purchased an item which isn’t in great condition and I am not satisfied, but I do not wish to return it, can you offer any discount/return of funds?

If you purchase an item you aren’t 100% happy with, but aren’t able to wait for the replacement, we do advise to our customers, we can have a conversation about possible discounts as a gesture of good will. If you need to speak to someone regarding an item you are not satisfied with, please call our customer service team or you can email info@ebonyhome.com.co.