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FREQUENTLY ASKED QUESTIONS

SHOPPING ONLINE

How Can I Pay?

We accept all major credit and debit cards including Visa, Mastercard and American Express. You can place your order securely on the website, or by calling customer services on +44 (0)20 7739 3273. You can also pay for your order using Paypal.

Where is my Order?

You can get an update on the status of your order by logging in to your account on our website. Here you will be able to view up-to-date order statuses and tracking information. You will also be emailed tracking information once your order is shipped. If you have any further queries you can contact customerservices@houseofhackney.com.

How do Pre-Orders work?

When you place a pre-order on the website, a member of our customer services team will be in touch to confirm an approximate delivery date within 2 working days . When your order arrives with us, a shipping notification will be emailed to you with tracking information.

What if an item is showing as out of stock?

If you see a product you like on the website that is out of stock, please email customerservices@houseofhackney.com or call us on +44 (0)20 7739 3273 for more information on when the item will become available.

Can I add items to an existing order?

No, once an order has been placed we cannot add additional items to it. If you would like any additional items, however, please place another order on the website or call us on +44 (0)20 7739 3273. If we can include your new order in the same shipment, we will be happy to refund the shipping costs for UK mainland orders within 2 working days.

Is it safe to use my payment card on your website?

Yes. Payments on our website are processed securely by Braintree, who are a validated Level 1 PCI DSS Compliant Service Provider. They are on Visa's Global Compliant Provider List and MasterCard's SDP List. Your card data is not stored and your contact information is encrypted.

RETURNS

Can I return my order?

Yes, you can return or exchange any item purchased over the phone or on our website within 28 days of receipt. This excludes unreturnable items listed below.

Which items cannot be returned?

For reasons of hygiene and safety, we are unable to accept returns on bed linen, sleepwear and swimwear (If hygiene labels have been removed). We are also unable to accept returns on furniture, curtains and blinds as they are made to order.

How do I return an order?

Please email customerservices@houseofhackney.com or call us on +44 (0)20 7739 3273 and one of our team will be in touch to confirm the return. You can then post the item to our Head Office address for an exchange or refund. We would recommend sending using a recorded delivery service.

SHIPPING

How much does delivery cost?

Delivery of standard items to any UK mainland address is £5.95. There is an oversized parcel handling fee of £15.00 charged for fabric orders as they are sent on a roll. All charges are exactly what is charged by our selected shipping company.

When will my order arrive?

If you have received a dispatch confirmation email, there will be tracking information provided. For an update on the progress on your order, you can log into your account on our website or email customerservices@houseofhackney.com.

Can you speed up delivery?

If you have a specific deadline to receive an order, please call customer services on +44 (0)20 7739 3273 and we will be happy to see what we can do to expedite your order.

Do you ship overseas?

Yes, we ship worldwide.

How can I track my order?

Tracking information will be included within your shipment confirmation email when we dispatch the order. If you are unable to locate your tracking information, please email customerservices@houseofhackney.com.

What time will my order be delivered?

For UK mainland orders, our selected shipping company DPD will be in touch by text and email with a delivery window. We are unable to provide a delivery time for overseas shipments.

SAMPLES

What size are your samples?

Our wallpaper samples are A4 or A3. Fabric samples are A5.

Can I purchase a larger sample?

We are unable to provide larger samples, although you are welcome to order more than one of the same sample on our website.

When will my sample arrive?

UK mainland sample orders will arrive in 3-5 working days and international sample orders can take up to 2 weeks. If you need faster delivery on a sample, please call us on +44 (0)20 7739 3273.

GIFT VOUCHERS

How can I purchase a gift voucher?

Gift vouchers can be purchased on the website by clicking the ‘GIFT VOUCHERS’ button at the bottom right of the homepage.

How do Gift Vouchers work?

Once your order is placed, a confirmation will be sent to your email address. The recipient of the voucher will receive an email with the voucher code, value, personal message and the name of the sender.

How long is my gift voucher valid for?

Your gift voucher is valid for one year from day of purchase.

Can my online voucher be used in-store?

Yes, your gift voucher can be redeemed in-store. Simply bring the email with the voucher code and one of our store team will verify it there and then with our online customer services team.

WALLPAPER

How many Rolls of Wallpaper do I need?

Use our Wallpaper Calculator to quickly find out how much wallpaper you need to purchase for your space:

Alternatively, for a quick calculation on either our Digital or Traditionally printed Wallpapers, please contact customer services, Monday - Friday, on +44 (0)20 7739 3273 and we will be pleased to provide you with the information you require.
It’s also easy to calculate yourself. Our digitally printed wallpapers are panels made up of either 3 or 4 strips that are hung side by side to create the full pattern. Simply divide the total length of your walls by the width of one roll. Just make sure your walls are less than 3 metres high; if they are above this height please contact us for a bespoke quote.

Can I return any unused rolls?

Yes, you are welcome to return any unopened rolls within 28 days of receipt. Please note, we recommend keeping a roll spare in case of future damage to your wallpaper.

How do I care for my wallpaper?

Wiping down your wallpaper with a damp cloth regularly will help keep up appearances.

Do you have a recommended decorator?

Yes, ‘The London Decorators’ can be contacted by email at info@thelondondecorators.co.uk or by phone on +44(0)203 667 2695.

Which paste should I use when hanging the wallpaper?

We recommend the use of a solvite based, ready mixed paste. You can find this at your local DIY store.

FABRIC

Can I purchase less than a metre of fabric?

No, we only sell by the full metre.

Are your fabrics fire and water resistant?

Most of our fabrics are made of 75% natural fibres, which means they pass the cigarette test with no treatment. All fabrics are suitable for domestic upholstery, curtains and blinds. If you would still like your fabric to be fire treated, we can use a 3rd party treatment facility at an extra cost. Please contact customerservices@houseofhackney.com for a quote.
Our fabrics are not water resistant. We do offer this service at an extra cost and you can contact customerservices@houseofhackney.com for a quote.

How many metres of Fabric do I need?

If you are calculating for the upholstery of a piece of furniture, please send an image with the dimensions to customerservices@houseofhackney.com and we will advise you on how much fabric to buy. If you are looking for a blind or curtains, please fill in our bespoke curtains and blinds form for a quote from one of the team.

How do I care for my fabric?

All of our fabrics are dry clean only.

BESPOKE CURTAINS & BLINDS

How do I get a quote for Bespoke Curtains & Blinds?

Our Bespoke Services team are here to talk you through all your custom window dressing options, from choosing the right fabric and lining to the most suitable finishes, depending on your requirements. For a quote, or if you have any questions, please email bespoke@houseofhackney.com, or fill in one of the below forms and we will get back to you.

How do I measure?

Blinds:

Measure the width of where you would like the blind to sit outside the window and the drop from the point you would like the blind to hang from and to.

Curtains:

Measure the width of the track or pole and measure the drop from the pole down to the bottom of the window or to the floor (This depends on your preference).

What is the lead time on bespoke Curtains & Blinds?

The lead time for bespoke curtains and blinds is 8-10 weeks. This lead time may vary depending on fabric stock availability and production schedule.

Do you have a measuring/fitting service?

We have a recommended fitter, please call our Shoreditch store on +44(0)207 739 3901 for the details.

What are the different lining options?

You have a choice of standard neutral and coloured linings (With or without interlining) or blackout lining (With or without interlining).

What is interlining and do I need it?

Interlining is a layer of fabric inside the curtain or blind. This can protect the fabric, help insulate your home and add an effect of fullness.

Should I place a blind inside or outside the window recess?

The choice is yours, depending on whether your windows open inwards or outwards and the choice of design.

FURNITURE

Will the sofa fit through my door?

It is essential to check before purchasing our furniture that the piece will fit through your front door. If you would like further information on this, please request an information pack from customerservices@houseofhackney.com.

What is your guarantee on furniture?

The guarantee on our made to order furniture pieces is 5 years from point of purchase. The guarantee covers the frame and springs. For more detailed information about this guarantee please visit our Terms & Conditions page.

Can I return a piece of furniture?

No, furniture cannot be returned as each piece is made to order.

What is the lead time on furniture?

As each piece is made to order, our standard lead time on furniture is 8-10 weeks. This lead time may vary depending on fabric availability and our current production schedule. If you have an urgent furniture request, please email customerservices@houseofhackney.com or call us on +44 (0)20 7739 3273.

BESPOKE CURTAIN ESTIMATE FORM

House of Hackney now offers an exceptional in-house bespoke curtain and blind-making service tailor-made to our customer's requirements.

Our service offers you a wide choice of headings, fabrics and styles to create a truly bespoke window dress. All you need to do is supply your window measurements and follow the easy instructions on screen.

To receive a quotation simply follow the 4 steps below and a member of the team will respond with a quotation within 24 hours:

  • Step 1

    Choose your fabric

  • Step 2

    Select your heading type

  • Step 3

    Enter your measurements

  • Step 4

    Choose your lining

For any queries or if you would like to talk through your needs with the team please contact the customer services team on + 44 (0) 207 739 3901 e-mail : bespoke@houseofhackney.com.


STEP 1 Choose your fabric

FOR ALL FABRIC OPTIONS PLEASE SEE HERE

STEP 2 Select your heading type

  • Pencil
  • Double Pinch
  • Triple Pinch

STEP 3 Enter your measurements (cm)

STEP 4 Choose your lining

BESPOKE BLIND ESTIMATE FORM

House of Hackney now offers an exceptional in-house bespoke curtain and blind-making service tailor-made to our customer's requirements.

Our service offers you a wide choice of headings, fabrics and styles to create a truly bespoke window dress. All you need to do is supply your window measurements and follow the easy instructions on screen.

To receive a quotation simply follow the 5 steps below and a member of the team will respond with a quotation within 24 hours:

  • Step 1

    Choose your fabric

  • Step 2

    Select your
    mechanism type

  • Step 3

    Enter your
    mechanism pully

  • Step 4

    Enter your blind size

  • Step 5

    Enter your lining type

For any queries or if you would like to talk through your needs with the team please contact the customer services team on + 44 (0) 207 739 3901 e-mail : bespoke@houseofhackney.com.


STEP 1 Choose your fabric

FOR ALL FABRIC OPTIONS PLEASE SEE HERE

STEP 2 Select your mechanism type

  • Casset
  • Clean Batten

STEP 3 Enter your mechanism pully

STEP 4 Enter your blind size (cm)

STEP 5 Enter your lining type

Wallpaper Calculator

In order to help you with your wallpaper calculations simply measure your walls and enter your measurements below to estimate how many standard rolls of wallpaper you will need. For larger pattern repeats and complex room shapes please Contact Us for further assistance

Please note that each wallpaper has its own individual attributes so please ensure you have the correct wallpaper selected.

WALL AREA

WALLPAPER TYPE
0.52 m
10.05 m
0.52 m

... rolls needed