DELIVERY INFORMATION

Our digital doors are still open for orders and deliveries. So, wherever you are in the world, we will keep doing the best we can to bring our House to your home.

Please see below for more information on our UK, Europe and International delivery options. If you have any questions, we are always on hand to help – give our Customer Services team a call on +44 (0)20 7062 6121 or email us.

  1. UK DELIVERY

    FABRIC & WALLPAPER SAMPLES
    The delivery charge is £2. Samples are sent via Royal Mail 1st Class post and usually delivered within 2 to 5 working days (excluding Sundays and public holidays). Please note that this service is not tracked and Royal Mail allows up to 21 days for delivery. If your order is placed before 1pm, your samples will be posted that same day. We will send you an email confirmation once your samples are on their way to you.

    STANDARD PARCELS
    Delivery charges start at £5, with costs calculated by the size and weight of the items in your order and confirmed at the checkout. As our fabric is sent out on rolls, an additional charge of £10 will apply – this cost matches our couriers’ fees for handling the rolls, which are classed as oversized parcels.

    Your order will usually be delivered within 2 to 3 working days, from Monday to Friday (excluding bank holidays) between 9am and 6pm. Please note that some couriers may deliver slightly outside of this time frame. Once your order is on its way, we will send you an email with the details to track your parcel.

    FURNITURE
    Our delivery charge to UK mainland addresses is £200. For those living outside the mainland, please contact our Customer Services team for a quote.

    Furniture orders will be delivered by one of our couriers, arranged on a day and time slot of your choice. For an additional fee, the item can be moved into a room specified by you, with the packaging removed and taken away if required. When arranging the delivery, we can discuss accessibility to your chosen room and confirm the surcharges.

    WHY IS MY DELIVERY TAKING LONGER THAN EXPECTED?
    If your order has already shipped, the delay may be due to a problem with delivery. You can track your order using the details we emailed to you upon dispatch – alternatively, please contact our Customer Services team for help.

    Items that are made or printed to order will be delivered 2 to 3 working days after production is completed (excluding public holidays).

    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 details once your order leaves our warehouse, so you can stay up to date with the progress of your delivery and plan accordingly.

    Our fabric and wallpaper samples are delivered by 1st Class post and do not require a signature.

    ARE YOU ABLE TO PROVIDE A TIME SLOT FOR DELIVERY OR NOTIFY ME WHEN YOU'RE NEARBY?
    Unfortunately, we aren’t always able to provide time slots for standard parcels, as this will depend on the selected courier.

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

    WHAT HAPPENS IF I'M NOT HOME WHEN DELIVERY IS ATTEMPTED?
    The selected courier will leave a calling card with further instructions. Most often, the driver will attempt re-delivery the next working day. After three delivery attempts, your order will be returned to our warehouse – upon which we will contact you for further instruction.

    WILL THE ITEM FIT THROUGH MY DOOR?
    Before placing an order, we advise you check the furniture dimensions detailed in our 'Will It Fit?' guide against those of your door. For further information and advice, please call our Customer Services team on +44 (0)207 739 3901.

    If you’re concerned that the courier may have problems reaching your property, please contact our Customer Services team to review your options.

    I HAVE ORDERED MORE THAN ONE ITEM, WILL THEY ARRIVE TOGETHER?
    Multiple items will usually be delivered together. To give an example, if you have ordered two items and one is due to arrive at our warehouse at a later date, we will wait until both items are available before shipping the whole order.

    If you would like multiple items on the same order to be shipped separately, please contact our Customer Services team. We may charge for the additional shipment, depending on the circumstances. If you require items to be sent to different addresses, please complete one order for each address.
  2. INTERNATIONAL DELIVERY

    WHICH COUNTRIES DOES HOUSE OF HACKNEY SHIP TO?
    We deliver to most countries worldwide, although we regret that we are currently not able to ship to Russia. A signature is required on international orders, so please ensure someone will be available to accept delivery of your item(s). If you require items to be sent to different addresses, please complete one order for each individual address.

    WHICH CURRENCY DO YOU ACCEPT AND DO I NEED TO PAY VAT?
    Payments can be made in GBP, EUR, USD and NOK. The item prices and delivery charges shown are inclusive of any necessary UK VAT. The amount you pay for the items and delivery will always be the same, regardless of whether a VAT charge is applicable at the point of sale.

    WHAT ABOUT DUTY PAYMENTS AND CUSTOMS? We ship all orders outside of the EU with DDP (Delivery Duty Paid), meaning that taxes and duties are included in the final price. So, there will be no additional charges to pay when you receive your order.

    DO YOU SHIP BESPOKE FURNITURE OVERSEAS?
    Yes – the delivery charges will vary depending on your location. For a shipping quote, please contact our Customer Services team.