If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
You have the right to cancel your order with us, provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received you order.
If your item has not been dispatched you can cancel your order by logging into your account.
If your order has already been dispatched please see “How to arrange a return or exchange” below.
You can return or exchange your item(s) within 14 days of receipt.
Please return your items along with your returns form to: House of Hackney ILG, Unit 2D Gatwick Gate, Charlwood Road, Lowfield Heath, Crawley RH11 0TG
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure trackable shipper and that you retain proof of sending.
Please note that you must cover the cost of the return shipment unless the item is incorrect or faulty.
All items must be returned with all tags, where applicable, in their original condition. Please note that wallpaper can only be returned if unopened.
We will refund the full value of your order, excluding shipping costs, within 14 days of receiving your return.
We can exchange something for the same item in a different colour or size. All exchanges are based on stock availability. Shipping will be charged again for items that were not faulty or wrongly delivered.
Unfortunately, we are not able to exchange for different items, if you would like a different item please return your original order for a refund and place a new order.
Your refund will be credited to the original purchaser's credit/debit card or Paypal account and will only include shipping costs for items which are faulty, wrongly delivered or for orders cancelled under the DSRs.p>
Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
PayPal refunds will go into your PayPal account and take 3-5 days to clear.
If you return a gift, please note that the refund will be made to the original purchaser. If you wish to exchange a gift, you may take the item with your dispatch note to our Shoreditch store or send it to our returns address below:
House of Hackney
Unit 2D Gatwick Gate
Please note: We will refund the price of the item to the Purchaser or exchange the product once it is received by us. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty products. All items returned as faulty will be inspected and any items we deem damaged as a result of fair wear and tear will not be accepted as faulty. We reserve the right to charge you the cost of the returns delivery when an unwanted product is returned.
Products purchased online under ‘Special Promotions’ that involve a reduction in price from the normal retail price can still be returned within 14 days of delivery provided they are in their original condition.
Your item(s) should be sent back to us within 14 days of receipt. Returns outside this timeframe may be accepted at the discretion of House of Hackney and may only be refunded as a store credit.
If you place an order for a bespoke item, we regret that you will be unable to cancel or return the order.