<div data-block="true" data-editor="2cfml" data-offset-key="mk5r-0-0" id="isPasted"><div data-offset-key="mk5r-0-0" id="isPasted">We&#x2019;re unable to accept returns on items that are bespoke or made to order. And all orders placed under a Trade account are subject to a no-returns policy</div> </div><div data-block="true" data-editor="2cfml" data-offset-key="drgbr-0-0"><div data-offset-key="drgbr-0-0">If your item falls into one of the categories outlined <a href="https://www.houseofhackney.com/pages/faq?hcUrl=%2Fen-GB%2Fwhich-items-are-not-eligible-for-return-734182" target="_blank" rel="noopener noreferrer" style=" text-decoration: none !important;">here</a>, it unfortunately cannot be returned.</div> </div>If you&#x2019;ve had a change of heart on a returnable item, you may return it within 14 days of receipt, provided it remains in its original condition. Please note that if you return an item that is not eligible for return or is returned outside of the 14-day window, it will be sent back to you at your own expense.Please be aware that if a returned shipment is undeliverable, whether due to an incorrect address, multiple failed delivery attempts, refusal to pay import taxes (for international returns), or any other reason, it will be abandoned at the destination, and no refund will be issued for any part of the order. If you require further guidance, please don&#x2019;t hesitate to contact our <a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team.&#xA0;<div data-block="true" data-editor="7f5dt" data-offset-key="ci900-0-0"> </div>

What is your return policy?

We are unable to accept returns on items that are bespoke, personalised or made to specific measurements. For more information on these items, click here.

We are unable to accept returns on items that are bespoke, personalised or made to specific measurements.&#xA0;Items that cannot be returned include:&#xA0;<table style="width: 100%;"><thead><tr><th style="background-color: rgb(255, 255, 255);"><div style="text-align: center;">Product</div></th><th style="background-color: rgb(255, 255, 255);"><div style="text-align: center;">Reason</div></th></tr></thead><tbody><tr><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Digital Wallpaper</div></td><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Printed to order</div></td></tr><tr><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Paint</div></td><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Made to order</div></td></tr><tr><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Tiles</div></td><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Made to order</div></td></tr><tr><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Fabric</div></td><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Cut to order</div></td></tr><tr><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Flooring and all Furniture</div></td><td style="width: 50%; text-align: center; background-color: rgb(69, 83, 65);">Created specially for you</td></tr><tr><td style="width: 50%; background-color: rgb(69, 83, 65);"><div style="text-align: center;">Samples</div></td><td style="width: 50%; text-align: center; background-color: rgb(69, 83, 65); vertical-align: middle;"><div style="text-align: center;">Final sale</div></td></tr></tbody></table>

Which items are not eligible for return?

Returnable items, if in their original condition, can be returned. Please note that return costs are not covered by House of Hackney. Find more details here.

Returnable&#xA0;items, provided they are in their original condition with tags attached, can be returned for a full refund (excluding shipping costs) within 14 days of receipt.Please send the item(s) to the address below and include the order number on the return:&#xA0;<table style="width: 100%;"><tbody><tr><td style="width: 100%; background-color: rgb(69, 83, 65); vertical-align: middle;">House of Hackney c/o ILG&#xA0;Unit 2C + 2D Gatwick Gate&#xA0;Charlwood Road&#xA0;Lowfield Heath&#xA0;Crawley&#xA0;RH11 0TG</td></tr></tbody></table>*Return costs are not covered by House of Hackney.If you return an&#xA0;<a href="https://www.houseofhackney.com/pages/faq?hcUrl=%252Fen-GB%252Fwhich-items-are-not-eligible-for-return-734182">item</a>&#xA0;that is not eligible for return or is returned outside of the 14-day window, it will be sent back to you at your own expense.Please be aware that if a returned shipment is undeliverable, it will be abandoned at the destination, and no refund will be issued for any part of the order.We recommend that you insure the return shipment, as you will be liable for any damage to the goods until we receive them. We also recommend that you use a secure, trackable shipper and retain proof of sending. &#xA0;If sending from an address outside of the UK, clearly mark the package with &quot;BRITISH RETURN GOODS&quot; in the description to avoid paying unnecessary charges.If you need further assistance with arranging a return, please contact our <a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team.

How can I return an item(s)?

We currently do not facilitate exchanges. If you'd like a different item, please return your original order for a refund (if it’s eligible) and place a new order for the desired product. If you return an item that is not eligible for return or is ret

We currently do not facilitate exchanges.If you&apos;d like a different item, please return your original order for a refund (if it&#x2019;s eligible) and place a new order for the desired product.If you return an&#xA0;<a href="https://www.houseofhackney.com/pages/faq?hcUrl=%252Fen-GB%252Fwhich-items-are-not-eligible-for-return-734182">item&#xA0;</a>that is not eligible for return or is returned outside of the 14-day window, it will be sent back to you at your own expense.Please be aware that if a returned shipment is undeliverable, it will be abandoned at the destination, and no refund will be issued for any part of the order. If you require further guidance, please don&#x2019;t hesitate to contact our&#xA0;<a href="mailto:customerservices@houseofhackney.com">Customer Care</a>&#xA0;team.&#xA0;

Are exchanges accepted?

All refunds will be credited to the original payment method. Processing times typically take around 3-5 working days but this can vary between card issuers. Explore further here.

All refunds will be credited to the original payment method. Processing times typically take around 3-5 working days but this can vary between card issuers. Unfortunately, we are unable to influence this. &#xA0;The original shipping costs will only be refunded on items that are incorrect or faulty, while full refunds will be made only on items returned within 14 days in their original condition. We will contact you if we have any queries regarding your return.

How do I receive a refund?

Unfortunately, we’re unable to accept returns at our showroom. Find additional details here.

Unfortunately, we&#x2019;re unable to accept returns at our showroom.&#xA0; If your item is eligible for return, please send it to&#xA0;the address below and include the order number on the return:&#xA0;<table style="width: 100%;"><tbody><tr><td style="width: 100%; background-color: rgb(69, 83, 65); vertical-align: middle;">House of Hackney c/o ILG&#xA0;Unit 2C + 2D Gatwick Gate&#xA0;Charlwood Road&#xA0;Lowfield Heath&#xA0;Crawley&#xA0;RH11 0TG</td></tr></tbody></table>*Return costs are not covered by House of Hackney. We recommend that you insure the return shipment, as you will be liable for any damage to the goods until we receive them. We also recommend that you use a secure, trackable shipper and retain proof of sending. &#xA0;If sending from an address outside of the UK, clearly mark the package with &quot;BRITISH RETURN GOODS&quot; in the description to avoid paying unnecessary charges.If you need further assistance with arranging a return, please contact our <a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team.

Can I return my item(s) to your showroom?

We work a 4 day-week, to allow us to spend more time with Nature. 

The Customer Care team will be reachable until 10:30pm BST, Monday to Thursday, and until 5:30pm BST on Fridays (excluding public holidays).

General enquiries and post purchase support: 
customerservices@houseofhackney.com

​UK Trade orders & product enquiries: 
uktrade@houseofhackney.com

International Trade​ orders & product enquiries:​ 
rowtrade@houseofhackney.com

We work a 4 day-week, to allow us to spend more time with Nature. 

The Customer Care team will be reachable until 10:30pm BST, Monday to Thursday, and until 5:30pm BST on Fridays (excluding public holidays).

.

House of Hackney

RETURNS

How can I get a discount?

Can I cancel/modify my order?

Why did my payment fail?

Are all prices including VAT?

Can I receive a VAT invoice for my purchase?

ORDERING & PAYMENT

How can I create a new account?

How do I log into my account?

Where are my past orders?

How can I unsubscribe from your newsletter?

MY ACCOUNT

How do I apply for a Trade account?

What’s the Trade pricing and available discount?

Can I order free Trade samples, and how long will they take to arrive?

How do I contact the Trade team?

What is the House of Hackney Trade Loyalty Programme?

How does the Trade Loyalty Programme work?

Are there any exclusions from the Trade Loyalty Programme?

How long does it take to get approved as a Trade member?

How can I place a Trade order?

What is your return policy on Trade orders?

Can I buy collection books?

How can I check the status of an existing order?

Do I have to pay duties and customs fees for international orders?

What is the difference between a Trade and Wholesale account?

How do I apply for a Wholesale account?

Is the fabric treated, or can you provide treatments?

Can you help with specifying for commercial or hospitality projects?

Is furniture included in the Trade discount?

Do I have to be VAT registered to qualify for a trade account?

Do you offer wholesale wallpaper or trade discounts for large projects?

Can I get a trade discount on House of Hackney paint?

TRADE BUSINESS

What are the shipping fees?

Are alternative shipping options available?

When will I receive my order?

Can I fast track my order?

How can I track my order?

Which countries do you ship to?

What delivery options are available for furniture?

How can I check if the furniture will fit through my door?

Do you offer a gift wrap service?

SHIPPING & DELIVERY

Where can I buy a Gift Voucher?

How do I redeem my Gift Voucher?

What terms of use are associated with the purchase and use of the Gift Voucher?

Can I purchase a gift voucher in a different currency than my location?

Can I purchase a gift card for a custom amount?

GIFT VOUCHERS

How many rolls of wallpaper do I need?

Can your wallpaper be used in a bathroom?

Can I use the 2m and 3m drop together?

How do I prepare my wall for wallpaper?

Which paste should I use when hanging the wallpaper?

How should I apply the wallpaper paste?

Can I paper freshly plastered walls?

How do I install House of Hackney wallpaper?

Is your wallpaper suitable for slightly textured walls?

Can you recommend decorators?

When will my wallpaper arrive?

Can I return my wallpaper?

How do I clean/wash my wallpaper?

How can I use any wallpaper I have left over?

How do I wallpaper around corners?

Can your wallpaper be used in rooms with high sun exposure?

WALLPAPER

Can I purchase fabric in quantities less than a meter or in half-meter increments?

How do I clean/wash my fabric?

Why do I have to pay an additional delivery fee when ordering fabric?

How many metres of fabric do I need?

Are your fabrics fire and water resistant?

Are your fabrics affected by sunlight?

FABRIC

What size are your fabric and wallpaper samples?

Do you offer paint samples?

Can I purchase a larger sample?

Can I choose a specific part of the pattern for my sample?

When will my sample arrive?

Are your samples returnable?

SAMPLES

Why should I order a swatch?

How do I choose or match a colour?

How much paint should I order?

What is the difference between emulsion and eggshell?

How do I prepare my space for painting?

Do I need to use a primer for prepping?

Should I thin the paint before applying it?

Which part of the wall should I paint first?

How much time do I have to blend the paint before it becomes too dry?

How many coats of paint should I use?

Can I use House of Hackney paint on interiors and exteriors?

How do I dispose of excess paint?

Can your paints be sprayed?

Can I paint over solvent paint?

Does House of Hackney paint have an odour?

Can I return my paint?

How do I clean/wash painted walls?

Why do lighter marks sometimes appear, and how can I prevent them?

PAINT

How do I measure my Blinds?

What lining options are available?

What type of control system is used?

How do I clean/wash my blinds?

BLINDS

Do your lamp bases come with an EU plug?

Can your lampshades be used as pendant or ceiling lighting?

Do your table lampshades work with the standard lampstands?

What size is the shade carrier, and what should I do if it doesn’t fit or isn’t included in my order?