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Customer Care

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Delivery Information



We now offer a wide range of delivery options including UK Standard, Click & Collect, European and International. Find the best delivery method to suit your needs below. If you would like to speak to a member of the Customer Services team about our delivery options, please call +44 (0)20 7739 3273 or email us at customerservices@houseofhackney.com.

Please note that due to increased volumes around Christmas time our delivery times may take a little longer than normal, however we will keep you updated in the event of any delays. The last order date for Standard UK Deliveries and Click & Collect is Wednesday 20th December 2017.



UK DELIVERY
SAMPLE DELIVERY

Sample delivery is £2.00.

Samples are sent with Royal Mail 1st Class post and are usually delivered within 2 days of purchase (Excluding Sundays and public holidays).

If your order is placed before 3pm, your sample will be posted that same day.

An email confirmation will be sent once your sample leaves our warehouse.

PARCEL DELIVERY

Standard parcel delivery is £5.95. Larger items incur a higher delivery charge of up to £37.00.

Your parcel will usually be delivered within 2-5 working days, Monday – Friday 7:30am – 6pm (Excluding public holidays). Please note some couriers may deliver slightly outside of this time frame.

There is a £10.00 oversized parcel handling fee for fabric orders as they are shipped on a 140cm roll.

Once your parcel leaves our warehouse, we’ll send you an email with details to track your parcel.

FURNITURE DELIVERY

Furniture delivery to a UK mainland address is £200.00. For customers off the mainland, please contact customerservices@houseofhackney.com for a quote.

Furniture pieces will be delivered by one of our carefully chosen carriers on a day and time slot of your choice. The two person delivery will include moving the piece into a room of your choice and removing and taking away packaging if required.

WHY IS MY DELIVERY TAKING LONGER THAN EXPECTED?

Some of our items are made-to-order or available to purchase on a pre-order basis; in this case we will deliver 2-5 working days from the item arriving at our warehouse (Excluding public holidays).

If you have purchased a made-to-order or pre-ordered item, our customer service team will contact you within 2 working days confirming a delivery date.

If your order has already shipped there may be a problem with delivery. You can track your order using the information we sent you upon dispatching the parcel or contact our customer service team for further help.

DO I NEED TO SIGN FOR MY DELIVERY?

All standard parcels and furniture deliveries must be signed for. We will send you an email with tracking information once it leaves our warehouse, so you can keep up to date with its progress and plan accordingly.

Samples are delivered by 1st class post and do not need a signature.

ARE YOU ABLE TO NOTIFY ME WHEN YOU'RE NEARBY OR PROVIDE A TIME SLOT FOR DELIVERY?

For furniture deliveries, a time slot will be agreed upon and the driver will be in touch an hour before delivery.

We are not always able to advise time slots for standard parcels, this will depend on the chosen carrier which can vary.

WHAT HAPPENS IF I'M NOT HOME WHEN DELIVERY IS ATTEMPTED?

The chosen carrier will leave a calling card with further instructions. They would usually try to deliver the next working day or leave the parcel with a neighbour. If they are still unable to deliver after three attempts the parcel will be returned to our warehouse and we will contact you for further instruction.

WILL THE ITEM FIT THROUGH MY DOOR?

If you are concerned that an item will not fit into your property, check the dimensions of the item against those of your door. You can use our ‘Will it fit’ guide for help working this out or call us on +44(0)207 739 3273.

We strongly advise you check dimensions of all furniture orders before purchasing.

If you feel the delivery driver may have problems reaching your property, please contact customerservices@houseofhackney.com to review your options.

THERE ARE MULTIPLE ITEMS ON MY ORDER, WILL THEY ARRIVE TOGETHER?

If there is more than one item on your order they would usually be delivered together. For example, if you have two items on your order and one is due at a later date, we will wait for this item to arrive before shipping the whole order.

If you would like items on the same order shipped separately, please contact customerservices@houseofhackney.com. We may charge for the extra shipment depending on the circumstances.

COLLECT IN STORE
COST AND TIMINGS

We’ll advise when your order will be available at the store via email.

Items that are in stock will be ready to collect within 2-3 working days (excluding Bank Holidays). Please note that if for any reason the product is not available we will contact you within 24 hours of you placing your order to advise you of a suitable date when you can collect your item.

Items not held in stock will be ready to collect within 2-3 working days (excluding Bank Holidays) of arrival at our warehouse (see product page for indicative lead times).

WHAT DO I NEED TO BRING TO COLLECT MY ORDER?

We need to see your order number from your email, and proof of ID. This can be:

- The payment card you used for the order

- A current photo driver's licence or passport

If you paid entirely with gift vouchers, a gift card or PayPal, please bring either your passport or photocard driving licence with you as ID.

CAN SOMEONE COLLECT ON MY BEHALF?

We're happy for someone else to collect your order, but to prevent fraud, the person you've nominated must present your order number and their own photo ID (passport or photo driving licence).

HOW LONG WILL YOU HOLD MY ORDER?

We’ll hold your order in store for 14 days, after which we’ll return the order to the warehouse and refund your account. Please note that this may take up to 7 days to process once the order has left the shop.

WHICH SHOP WILL MY ORDER GO TO?

At the moment you can only collect from our flagship store at House of Hackney, 131 Shoreditch High Street, London, E1 6JE.

WHAT TIME SHALL I PICK UP MY ORDER?

You are welcome to collect your order anytime within store opening hours. Monday – Saturday 10am – 7pm and Sunday 11am – 5pm.

I'VE LOST MY ORDER CONFIRMATION OR TEXT MESSAGE

Please check the junk mail folder within your email account, as occasionally confirmation emails can end up here. Otherwise, if you were logged in to your houseofhackney.com account at time of purchase, you’ll be able to find the order number in your order history. Simply log into your account and click on the relevant purchase to find the order number. Make a note of this and bring it to the shop when you collect.

If you weren’t logged in at time of purchase, we may still be able to release your order. Bring your photo ID or passport and quote your name and postcode. To keep your order safe, we don’t let anyone collect on your behalf unless they have your order number and their photo ID.

I HAVEN'T RECEIVED AN EMAIL OR TEXT MESSAGE TO CONFIRM MY ORDER HAS ARRIVED

Our Customer Service team will help locate your order. Please call them on +44 (0)20 7739 3273 between Monday - Friday 9.00am - 5.30pm.

I WAS UNABLE TO COLLECT MY ORDER. WHEN WILL I BE REFUNDED?

We’ll hold your order in store for 14 days, after which we’ll return it to our warehouse and refund your account. Please note that this the refund may take 7 days to process once we receive the order back in the warehouse.

I WOULD LIKE TO RETURN MY 'COLLECT IN STORE' ORDER

You can also send the item to our warehouse address for a refund:

House of Hackney c/o ILG
Unit 2C + 2D Gatwick Gate
Charlwood Road
Lowfield Heath
Crawley
RH11 0TG
INTERNATIONAL DELIVERY
COUNTRIES WE DELIVER TO

United Kingdom, Guernsey, Jersey & Isle of Man.

Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Antilles, Netherlands, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Barbuda (Antigua), Belarus (Byelorussia), Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Bosnia-Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde Islands, Cayman Islands, Central African Republic, Chad, Channel Islands, Chile, China, Colombia, Comoros, Congo (Brazzaville), Congo, Cook Islands, Costa Rica, Côte d'Ivoire, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Holland, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Israel, Italy, Ivory Coast, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kosovo, Kosrae, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Lybia, Liechtenstein, Liberia, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Madeira, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova (Moldavia), Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nepal, Netherlands Antilles, Netherlands, Nevis (St. Kitts), New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Northern Mariana, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Ponape , Portugal EU, Puerto Rico, Qatar, Reunion, Romania, Rota, Russia Moscow, Russia Other, Rwanda, Saba, Saipan, San Marino, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Slovak Republic, Slovenia, Solomon Islands, South Africa, South Korea, Spain EU, Sri Lanka, St. Barthelemy, St. Christopher, St. Croix, St. Eustatius, St. John, St. Kitts, St. Lucia, St. Maarten, St. Martin, St. Thomas, St. Vincent and the Grenadines, Surinam, Swaziland, Sweden EU, Switzerland, Syria, Tahiti, Taiwan, Tajikistan, Tanzania, Thailand, Tinian, Togo, Tonga, Tortola, Trinidad and Tobago, Truk, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, Union Island, United Arab Emirates, United States New York / New Jersey, United States, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Gorda, Virgin Islands US, Wallis and Futuna Islands, West Bank, Western Samoa, Yap, Yemen, Zambia, Zimbabwe.

If you require items to be sent to different addresses, please complete one order for each address.

A signature will be required for international deliveries so please make sure there is someone available to receive it.

PAYMENT AND VAT

Payment for items is to be made in GBP and all prices for items and delivery are inclusive of any necessary UK VAT. The price you pay for items and delivery will always be the same regardless of whether a VAT charge is applicate at point of sale.

If you have ordered an item for delivery to an EU country, UK VAT will be charged on the item and the delivery.

If you have ordered an item for delivery to a non-EU country, both the items and delivery will be zero-rated with UK VAT not chargeable on either. However, the price you pay for the item and delivery will remain the same as shown on the website.

DUTY PAYMENTS AND CUSTOMS

Items delivered to countries outside of the EU may be subject to taxes, fees, levies or other charges that are imposed by local legislation. The receiver of the item will be responsible for any of these charges accumulated by ordering for delivery to their chosen country. The receiver would usually receive a bill from customs once the item has been delivered.

INTERNATIONAL FURNITURE DELIVERY

We do ship our bespoke furniture pieces internationally. Prices for furniture delivery will vary from standard items so prices in the ‘COUNTRIES WE DELIVER TO’ section may not be applicable. For shipping quote please contact customerservices@houseofhackney.com.

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