Delivery charges are based on the size and weight of your items, and will be confirmed at checkout. Click here for more details.

Delivery charges for samples start at &#xA3;2.40 within the UK and &#x20AC;16 for international orders.Delivery charges for most main products start at &#xA3;6 in the UK and &#x20AC;26 for international orders, with costs calculated by the size and weight of the items in your order and confirmed at the checkout.&#xA0;We deliver our fabrics on a roll to preserve the material. Because of this, they&apos;re deemed as an oversized package for which the courier charges an additional &#xA3;15 or &#x20AC;15&#xA0;fee to deliver. This applies to all fabric orders of 1 metre or more and aligns with our courier&#x2019;s charge for oversized parcels.

What are the shipping fees?

Delivery costs are calculated for air freight shipments; however, we can provide quotes for sea or road freight shipments upon request. See here.

Delivery costs are calculated for air freight shipments; however, we can provide quotes for sea or road freight shipments upon request, depending on the destination and size of the shipment. Please contact our <a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team for further details.

Are alternative shipping options available?

Your order will typically be delivered within 5 working days after the specified lead time for the product. Find more details here.

Your order is typically delivered within 5 working days following the&#xA0;product&apos;s specified lead time. The lead time for each item is available on our website and included in your order confirmation.Deliveries are generally made between 9am and 6pm on business days, excluding public holidays. However, some couriers may deliver slightly outside these hours.&#xA0;Once your order is dispatched, you&#x2019;ll receive an email with tracking details. Please note that tracking is not provided for sample deliveries.

When will I receive my order?

We are unable to fast track orders. All orders are processed and shipped according to our product and delivery lead times to ensure the highest quality service.

We are unable to fast track orders. All orders are processed and shipped according to our product and delivery lead times to ensure the highest quality service.

Can I fast track my order?

You’ll be sent an email with tracking details once your order has been dispatched. See more information here.

Once your order has been dispatched, you will receive an email directly from the courier with tracking details and a link to their site, allowing you to follow your shipment&#x2019;s journey.&#xA0;Samples sent to the UK are shipped using a non-trackable service.If you don&#x2019;t see the email, please check your spam folder. &#xA0;For additional support, please contact our&#xA0;<a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team with your order details, and we&#x2019;ll assist you.

How can I track my order?

We deliver to most countries worldwide, although we regret that we are currently unable to ship to Russia, Ukraine & North Korea. Explore further here.

We deliver to most countries worldwide, although we regret that we are currently unable to ship to Russia, Ukraine &amp; North Korea.&#xA0;If your country does not appear as an option, please contact&#xA0;our&#xA0;<a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team for further support.

Which countries do you ship to?

We ship all international orders with Delivery Duty Paid (DDP), meaning taxes and duties are included in the final price. See here for more details.

We ship all international orders with Delivery Duty Paid (DDP), meaning taxes and duties are included in the final price. This ensures there are typically no additional charges upon delivery; however, some exceptions may apply.&#xA0;Certain shipments may require a Tax ID, EORI number, or other forms of information or identification to be shared for clearance purposes. This is standard customs procedure determined by local customs authorities. Rest assured our team will ensure to provide any information we have on file for your order where we can, however dependent on destination, local customs may require this information directly from the receiver and so may reach out directly.If you require further assistance, please contact us at&#xA0;<a data-fr-linked="true" href="mailto:customerservices@houseofhackney.com">customerservices@houseofhackney.com</a>

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

We offer Kerbside delivery (drop-off at your doorstep) as default and White Glove delivery (delivery into the room of your choice) upon request. Learn more about both options here.

For furniture orders, our couriers provide a Kerbside&#xA0;service as default, delivering to the closest vehicle access point for your address.&#xA0;You can upgrade to a White Glove service upon request at an additional cost. This option includes delivery into the room of your choice, with the added convenience of having the packaging removed and taken away if required.&#xA0;Before placing your order, please use our&#xA0;<a href="https://cdn.shopify.com/s/files/1/0817/2725/8954/files/WILL_IT_FIT_GUIDE.pdf?v=1725973644">&apos;Will It Fit?&apos;</a>&#xA0;guide to ensure that the products will fit through your door.Please contact our <a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team for more information.

What delivery options are available for furniture?

Before placing your order, please use our 'Will It Fit?' guide to ensure that the products will fit through your door. Find the guide here.

Before placing your order, please use our&#xA0;<a href="https://cdn.shopify.com/s/files/1/0817/2725/8954/files/WILL_IT_FIT_GUIDE.pdf?v=1725973644">&apos;Will It Fit?&apos;</a>&#xA0;guide to ensure that the products will fit through your door.

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

We don’t currently offer gift wrapping to help reduce our environmental impact. See more details here.

We don&#x2019;t currently offer a gift-wrapping service. As part of our regenerative business mission, we have an action plan across every part of our operations to reduce negative social and environmental impacts.Packaging typically comes with high minimum order quantities, which can lead to excess if there isn&apos;t strong demand. As gift wrap hasn&#x2019;t been widely requested, we&#x2019;ve made the considered decision not to introduce it, helping us to lessen our environmental impact.

Do you offer a gift wrap service?

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

Explore our shipping options and delivery process.

SHIPPING & DELIVERY

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?

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 is your return policy?

Which items are not eligible for return?

How can I return an item(s)?

Are exchanges accepted?

How do I receive a refund?

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

RETURNS

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?