- Advice & More
Please return items in their original condition with the tags attached for a full refund (excluding our shipping costs). Remember to complete the returns form enclosed with your order and include it in your parcel.
Please send the item(s) to the address below:
House of Hackney c/o ILG
Unit 2C + 2D Gatwick Gate
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.
If returning an international order, clearly mark ‘BRITISH RETURN GOODS’ on the description to avoid paying unnecessary charges.
All refunds will be credited to the original payment method. If you paid by credit card, a refund may take up to 10 business days for your bank to complete. Processing times can vary between card issuers and unfortunately we are unable to influence this. For PayPal, refunds will be paid directly into your account and can take between 3 to 5 days to clear.
Please note that 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.
We are unable to accept returns on items that are bespoke, personalised or made to your specific measurements. This includes all furniture (as these pieces are created specially for you) as well as fabric (which will have been cut specifically to your requirements). Please note that wallpaper can only be returned if the roll is unopened.
Unfortunately, we are unable to carry out direct exchanges. If you would like a different item, please return your original order for a refund and then place a new order.