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FREQUENTLY ASKED QUESTIONS

SHOPPING ONLINE

  1. DO YOU HAVE A STORE?

    Yes. we have spaces in London's Shoreditch and Manhattan in New York. The addresses and opening times can be found here. If you’re visiting to look at a specific piece, please give us a call first to check that the item is available.
  2. DO YOU OFFER CLICK & COLLECT?

    Click and collect is not currently part of our service but you can place an order with our showroom over the phone and collect it later (applies to items which are in stock in showroom). If you’re ordering online and you’d like more information on when your order will arrive in order to choose the most convenient delivery address, please email customerservices@houseofhackney.com or call us on +44 (0)20 7739 3273
  3. 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.
  4. WHAT IF AN ITEM IS LABELLED AS OUT OF STOCK?

    We offer the option to pre-order many items which are not currently in 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 be available.
  5. I CAN’T FIND AN ITEM I HAVE SEEN PREVIOUSLY, DO YOU STILL HAVE IT?

    If something has been removed from our site, this usually means it is out of stock and we won’t be making any more of it. However, it may still be worth emailing customerservices@houseofhackney.com or calling us on +44 (0)20 7739 3273 as we may be able to track it down for you. We can reprint wallpapers which have been archived for a small cost.
  6. CAN I ADD ITEMS TO AN EXISTING ORDER?

    No, once an order has been placed, unfortunately we cannot change it. If you would like to purchase additional items, 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.
  7. 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.

DELIVERY

  1. HOW MUCH DOES DELIVERY COST?

    Our standard delivery option is Express to all UK mainland addresses (doesn’t apply to furniture). Prices starts from £5 and delivery costs are calculated depending on the weight and volume of the items we’re sending. There is an oversized parcel handling fee of £10 charged for fabric orders as they are sent on a roll. All charges are exactly what is charged by our selected courier.
  2. WHEN WILL MY ORDER ARRIVE?

    We’ll send you an email to let you know when your order has been sent out and this will contain a link to track it if it’s been sent using tracked service. All our wallpaper is printed to order and will take 5 working days from the date you order. Some other items like lampshades and fabric may be made to order and will also take longer. If you’d like an update on the progress on your order, you can log into your account on our website or email customerservices@houseofhackney.com.
  3. CAN YOU SPEED UP DELIVERY?

    If you have a specific deadline to receive an order, please email customerservices@houseofhackney.com or give us a call on +44 (0)20 7739 3273 and we will be happy to see what we can do to expedite your order.
  4. DO YOU SHIP OVERSEAS?

    Yes, we ship worldwide, select your delivery country at the checkout to see the delivery charge for the items in your shopping bag. We ship all orders outside of the EU with DDP (Delivered Duties Paid) so there will be no unexpected / additional charges to pay when you receive your order.
  5. HOW CAN I TRACK MY ORDER?

    We’ll send you an email to let you know when your order has been sent out and this will contain a link to track it if it’s been sent using a tracked service. Please note we don’t use a tracked service to send samples within the UK. If you have any questions about when your order will arrive, please email customerservices@houseofhackney.com or call us on +44 (0)20 7739 3273.
  6. 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.
  7. HOW WILL MY ORDER BE SENT?

    We use a variety of couriers to provide the most efficient service depending on the weight, size and delivery location of your order. For more information on how your order will be sent, please email customerservices@houseofhackney.com.
  8. WHAT HAPPENS IF I’M NOT IN?

    If you are unable to take delivery of your parcel, most of our couriers will attempt to deliver to a neighbour. If that isn’t possible, they will return the item to their depot and try delivering again on the following working day. You will receive a calling card with the relevant details.

RETURNS

  1. CAN I RETURN MY ORDER?

    Yes, you can request a return over the phone or on our website within 14 days of receipt. This excludes non-returnable items: furniture, curtains and blinds and wallpaper made to bespoke measurements.
  2. WHICH ITEMS CANNOT BE RETURNED?

    We are unable to accept returns on items that are bespoke, personalised or made to specific measurements. This includes wallpaper (which is printed to order), fabric (which will have been cut specifically to your requirements) and all furniture (as these pieces are created specially for you).
  3. HOW DO I RETURN AN ORDER?

    Please use the original packaging to pack your items, along with your returns form, and send them all to House of Hackney ILG, Unit 2D Gatwick Gate, Charlwood Road, Lowfield Heath, Crawley RH11 0TG. We strongly recommend using a tracked delivery service to cover you against loss or damage.

SAMPLES

  1. WHAT SIZE ARE YOUR SAMPLES?

    Our wallpaper samples are A3 (29.7cm x 42cm) and sent folded in half so that the envelope can fit through a standard letterbox. Our fabric samples are A5 (14.8cm x 21cm). We are delighted to be able to loan fabric flags, around 1m in size, for up to 7 working days to give you a feel for our fabric in your home – please contact our Customer Services team to discuss this further. Although we are unable to provide larger samples of our wallpaper, you are welcome to order more than one sample of the same print to envision more of your chosen design on the wall. Please speak to our Customers Services team before ordering to ensure that the sample in question isn’t a placement design.
  2. CAN I PURCHASE A LARGER SAMPLE?

    We are unable to provide larger samples, although you are welcome to order more than one sample of the same print to see more of the particular wallpaper or fabric.
  3. CAN I CHOOSE A SPECIFIC PART OF THE PATTERN FOR MY SAMPLE?

    Our samples are pre-cut and posted from our warehouse meaning we are unable to specify which part of the pattern will be picked for your order. If you’d like some help colour matching part of the pattern, please call us on +44 (0)20 7739 3273 or email us at customerservices@houseofhackney.com.
  4. WHEN WILL MY SAMPLE ARRIVE?

    UK mainland sample orders will arrive in 2-5 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 or email customerservices@houseofhackney.com and we’ll do our best to get this to you more quickly.

GIFT VOUCHERS

  1. HOW CAN I PURCHASE A GIFT VOUCHER?

    Gift vouchers can be purchased here.
  2. HOW DO GIFT VOUCHERS WORK?

    Our gift vouchers are sent electronically. If you’d like to send the gift voucher to a friend, tick the ‘Send Gift Voucher to a Friend’ option and enter their name, email address and a personal message before adding it to your shopping bag. Once your order has been placed, a confirmation will be sent to your email address and the recipient of the voucher will receive an email with the voucher code, value, your message and the name of the sender. If you don’t tick this option we’ll just send the voucher to you.
  3. CAN I HAVE A PHYSICAL GIFT VOUCHER SENT TO ME?

    If you require a physical voucher along with the electronic version, please email us at customerservices@houseofhackney.com and we will arrange this.
  4. HOW LONG IS A GIFT VOUCHER VALID FOR?

    Gift vouchers are valid for one year from the day of purchase.
  5. CAN MY ONLINE VOUCHER BE USED IN THE SHOWROOM?

    Gift vouchers purchased online can be used at www.houseofhackney.com and in our Shoreditch Showroom.

WALLPAPER

  1. HOW DO I HANG MY WALLPAPER?

  2. HOW MANY ROLLS OF WALLPAPER DO I NEED?

    It’s important to note that our wallpaper is printed to order, so slight variations in colour can occur between batches. Therefore, we recommend ordering all the rolls you’ll need in one go. If you require wallpaper calculation assistance, please call our customer services team on +44 (0) 207 739 3273 or use our wallpaper calculator tool to quickly find out how much wallpaper you require for your space. Click here.

    Alternatively, for a quick calculation on either our digitally or traditionally printed wallpapers, please contact customer services, Monday - Friday, on +44 (0)20 7062 6121 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.
  3. WHAT IS HOUSE OF HACKNEY WALLPAPER MADE FROM?

    Our wallpaper is printed on a quality-assured non-woven material made from wood pulp with added textile fibres making it strong, dimensionally stable and easy to hang.
  4. CAN YOU RECOMMENDED DECORATORS?

    Yes, in the UK we recommend Renovart who can be contacted via email at info@renovart.co.uk or by phone on 07450843246. Contact customerservices@houseofhackney.com for help finding decorators based elsewhere in the world.
  5. CAN YOUR WALLPAPER BE USED IN A BATHROOM?

    Yes, our wallpaper is very hardwearing and is often used in bathrooms, however we do advise that it is kept as dry as possible. We suggest using a clear varnish such as Polyvine Decorators Varnish in ‘Dead Flat’ on top of the wallpaper as this will provide some added water resistance.
  6. WHICH PASTE SHOULD I USE WHEN HANGING THE WALLPAPER?

    We recommend using Beeline Yellow Top Wallcovering Adhesive or Solvite ‘Paste the Wall’ adhesive. You can find this at your local DIY store or order it online.
  7. CAN I USE THE 2M AND 3M DROP TOGETHER?

    We do not recommend using our 2m and 3m wallpaper rolls together, as the pattern alignment cannot be guaranteed. We therefore suggest using the same drop per project.

FABRIC

  1. CAN I PURCHASE LESS THAN A METRE OF FABRIC?

    No, unfortunately we only sell fabric by the full metre.
  2. ARE YOUR FABRICS FIRE AND WATER RESISTANT?

    Most of our fabrics are made of 75% natural fibres, which means they pass the cigarette test without 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.
  3. HOW MANY METRES OF FABRIC DO I NEED?

    If you are looking to purchase curtains or blinds, please use our bespoke builder. If you require a quote for another project, please contact customerservices@houseofhackney.com or call us on +44 (0) 207 739 3273 and we will do our best to advise.
  4. HOW DO I CARE FOR MY FABRIC?

    All of our fabrics are dry clean only.
  5. WHY DO I HAVE TO PAY AN ADDITIONAL FEE WHEN ORDERING FABRIC?

    We deliver fabric on a roll to ensure it arrives with you in the pristine condition you would expect. Our couriers charge an additional fee of £10 for handling rolls which are classed as oversized. This charge is exactly what is charged by our selected shipping company.

CUSHIONS

  1. CAN I BUY A CUSHION WITHOUT THE FILLER, OR A CUSHION FILLER WITHOUT THE COVER?

    At House of Hackney, we believe what’s on the inside is as important as what’s on the outside. That’s why all our cushions come complete with a 100% British wool filler, which not only helps our cushions to look and feel their very best but is the most eco-friendly filler option currently available. Please note that we do not sell fillers separately.
  2. WHAT SIZE ARE YOUR CUSHION FILLERS?

    Plump up the volume: House of Hackney uses fillers that are slightly larger than the cushion dimensions for a, shall we say, more voluptuous look. The large cushions have a 62cm x 62xcm filler while the medium cushions have a 47cm x 47cm filler.
  3. HOW DO I CARE FOR MY CUSHIONS?

    All House of Hackney cushions are dry clean only.

LIGHTING

  1. DO YOUR LAMP BASES COME WITH AN EU & US PLUG?

    Yes, for an EU plug, simply unscrew the UK plug that comes with the lampstand. If you require a US plug, then it has to be purchased through our US website. Any other country's plug fitting must be organised yourself once the item has been delivered.
  2. DO YOUR TABLE LAMPSHADES WORK WITH THE STANDARD LAMPSTANDS?

    Yes they do – however, for the most aesthetically pleasing result, we would recommend pairing a standard lampshade with a standard shade.
  3. WHAT SIZE IS THE SHADE CARRIER?

    We use a 6" carrier for our table lampstands and 8" for our standard lampstands.
  4. WHAT IF THE SHADE CARRIER DOESN'T FIT?

    We send a shade reducer on our shade carriers as standard. All you need to do is push the centre shade reducer through and this will then pop out, enabling the shade carrier to slot onto the lampstand.
  5. CAN YOUR LAMPSHADES BE USED AS PENDANT LIGHTING (CEILING)?

    Yes, you would just need to use a spider shade carrier – contact our Customer Services team to add one to your order.
  6. DO YOU RECOMMEND A PARTICULAR LIGHTBULB?

    To best light up the room, we recommend an E27 40W bulb.
  7. DO YOU OFFER BESPOKE LAMPSHADES?

    Yes, any of our beautiful lampshades can be covered in your favourite House of Hackney fabric, so long as it’s in our collection of currently available designs. Please contact our Customer Services team who will be able to help you further.

CURTAINS & BLINDS

  1. HOW DO I GET A QUOTE FOR BESPOKE CURTAINS AND 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 ldn@houseofhackney.com.
  2. HOW DO I MEASURE FOR CURTAINS OR BLINDS?

    Blinds:

    Measure the width of the window (starting and ending 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).

  3. HOW LONG WILL MY BESPOKE CURTAINS OR BLINDS TAKE?

    The lead time for bespoke curtains and blinds is 4-8 weeks. This lead time may vary depending on fabric stock availability and production schedules.
  4. DO YOU HAVE A MEASURING / FITTING SERVICE?

    We have a recommended fitter, please call our Shoreditch Showroom on +44(0)207 739 3901 for the details.
  5. WHAT ARE THE DIFFERENT LINING OPTIONS?

    There are two options available: the Premium Cotton Lining or the Blackout Lining, which both come in the colour ‘Ivory’. All House of Hackney curtains are interlined as standard, which lends a beautiful body and weight for the most elegant drape, while also providing sound and heat insulation.
  6. SHOULD I PLACE A BLIND INSIDE OR OUTSIDE THE WINDOW RECESS?

    The choice is yours. We recommend that you first consider whether your windows open inwards or outwards and then consider your preference in terms of aesthetics.
  7. WHICH HEADER TYPE WILL MY CURTAINS BE MADE IN?

    All House of Hackney curtains are made with a double pinch pleat header – it’s our favourite header style as it’s a design classic that shows off patterned fabrics beautifully.
  8. HOW LONG WILL IT TAKE FOR MY BESPOKE CURTAINS OR BLINDS TO ARRIVE?

    The lead-time for bespoke curtains and blinds is 5-7 weeks if your chosen fabric is in stock.
  9. IF I ORDER MORE THAN ONE BLIND, WILL THE PATTERNS MATCH?

    Yes, we pattern-match as standard.
  10. HOW LONG WILL IT TAKE FOR MY BESPOKE CURTAINS OR BLINDS TO ARRIVE?

    The lead-time for bespoke curtains and blinds is 5-7 weeks if your chosen fabric is in stock.
  11. DO YOU CATER FOR AN ALLOWANCE?

    When making a pair of curtains we add an additional 10cm of fabric to each side, which ensures there is no gap between the curtains when you pull them closed. We do this as standard unless you request for the finished width to be to your specific dimensions.

FURNITURE

  1. 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. Use our Will It Fit Guide or If you would like further information contact customerservices@houseofhackney.com.
  2. 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.
  3. CAN I RETURN A PIECE OF FURNITURE?

    No, furniture cannot be returned as each piece is made to order.
  4. WHEN WILL I RECEIVE MY FURNITURE?

    As each piece is made to order, our standard lead time on furniture is 8-12 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.
  5. CAN YOUR FURNITURE STYLES BE MADE IN ANY HOUSE OF HACKNEY FABRIC?

    Yes, all our furniture is made to order, so can be created in a fabric of your choice – please contact our Customer Services team who will be able to help you further.
  6. CAN I CHOOSE CUSTOM TRIMS AND LEG FINISHES?

    Yes, we have a selection you can choose from – please contact our Customer Services team who will be able to help you further.
  7. HOW BEST TO CLEAN HOUSE OF HACKNEY FURNITURE?

    We recommend visiting a professional cleaners, who will be able to steam-clean your furnishing.
  8. HOW IS HOUSE OF HACKNEY FURNITURE PACKAGED?

    We offer a ‘White Glove’ service, where the furniture is wrapped in a thick, eco-friendly, export paper wrap. The furniture piece is lifted off the van in this covering, then unwrapped by the delivery team upon arrival (unless you specify otherwise to us). No palettes or crates will be used.

AXMINSTER

  1. HOW DO I MEASURE FOR A RUNNER?

    Standard stairs are typically 50cm per step – so if you count your number of stairs (assuming that each step is 50cm) then add an extra step to provide some room for error, this would provide an approximate length, which in turn will help us to estimate a quote. Our runners are priced and sold by the linear metre.
  2. CAN YOU MAKE RUNNERS TO A BESPOKE WIDTH?

    Our runners have a width of 0.69m – however, we can offer bespoke widths at an additional cost. Please contact our Customer Services team who will be able to assist you further.
  3. CAN RUNNERS ONLY BE ORDERED PER METRE?

    We can make your runner to a bespoke measurement, however it will still be charged by the linear metre. Please contact our Customer Services team for more details.
  4. CAN WE YOU MAKE RUNNERS IN ANY OTHER PRINTS?

    No, at present we can only make runners in the motifs seen online here: https://www.houseofhackney.com/uk/products/runners.
  5. DO YOUR RUNNERS COME FINISHED?

    We can finish the ends of the runners upon request. However, if a runner is to be installed, we would supply the ends unfinished (which means the ends are neatly folded and glued).
  6. CAN YOU CHANGE THE PLACEMENT OF THE TIGER ON THE SABER RUNNER?

    Yes we can – just provide our Customer Services team with the dimensions in cm of where you would like the SABER tiger to start, as well as the direction you would like it to face (up or down).
  7. DO YOU OFFER WHIPPED EDGES?

    Yes, we can whip the edges. This service comes at an additional charge, so please contact our Customer Services team who will be able to assist you further. Please note that the exception to this is our WILD CARD runner: as it is shown on our website with whipped edges, we offer the service for this style free of charge.

FASHION

  1. HOW DO I CARE FOR MY HOUSE OF HACKNEY CLOTHES?

    All our fashion items are dry clean only.

DECORATING SERVICES

  1. DO YOU OFFER DECORATING ADVICE?

    Yes, please contact our Decorating Consultants on +44 (0)20 7739 3901 or ldn@houseofhackney.com. Our talented team love to talk about all things interiors, so it would be their pleasure to discuss your ideas with you and offer their expert advice.

TRADE

  1. HOW DO I APPLY FOR A TRADE ACCOUNT?

    Please complete the trade application form by clicking here.
  2. HOW LONG DOES IT TAKE TO OPEN A TRADE ACCOUNT?

    The review of a trade account application can take between 24 – 72 hours. After this period, we will let you know if you have been successful or not.
  3. WHAT TYPES OF BUSINESS CAN APPLY FOR A TRADE ACCOUNT?

    Trade accounts can be opened by interior designers, architects, contract furnishers and procurement agencies.
  4. WHAT IS THE DIFFERENCE BETWEEN A TRADE AND WHOLESALE ACCOUNT?

    A trade account is opened for industry professionals working on residential and commercial projects. A wholesale account is for retailers who would like to stock and sell House of Hackney products in a store or showroom.
  5. WHAT IS THE TRADE DISCOUNT?

    Our trade discount will be disclosed once your application for a trade account has been accepted.
  6. WHAT ARE THE TRADE ACCOUNT PAYMENT TERMS?

    All trade accounts are proforma with full payment made before an order is processed.
  7. CAN I PAY FOR MY ORDER IN ANOTHER CURRENCY TO GBP?

    All payments must be made in GBP. House of Hackney will not cover the cost of any bank charges.
  8. CAN I BUY COLLECTION BOOKS?

    A set of 4 collection books is available for purchase. We offer 2 wallpaper books for seasonal and flow collections, and 2 fabric books for seasonal and flow collections.
  9. WHAT ARE STANDARD LEAD TIMES FOR FABRIC AND WALLPAPER?

    All our wallpapers are printed to order and have a 14 - 21 working day lead time before delivery. Our fabrics are dependent on stock levels – lead times will be supplied on enquiry.
  10. IS THE FABRIC TREATED? OR CAN YOU PROVIDE TREATMENTS?

    All of our fabrics are untreated however, we can provide treatments to suit both domestic and commercial standards. Additional fees apply.
  11. ARE YOUR FABRICS SUITABLE FOR UPHOLSTERY?

    Yes, all of our fabrics are suitable for upholstery and drapery.
  12. DO YOU OFFER EXPRESS SERVICES?

    In some cases, we can offer express services on wallpaper only. Additional fees apply.
  13. HOW DO I CONTACT THE TRADE TEAM?

    Please email the team at trade@houseofhackney.com

WHOLESALE

  1. HOW DO I OPEN A WHOLESALE ACCOUNT?

    You can apply to be a stockist by completing the wholesale application form which can be found on the "Our Stockists" page: https://www.houseofhackney.com/stockists/
  2. WHAT IS THE DIFFERENCE BETWEEN WHOLESALE AND TRADE ACCOUNTS?

    A wholesale account is for retailers who would like to stock and sell House of Hackney products in a store or showroom. A trade account is opened for industry professionals working on residential and commercial projects.
  3. WHAT IS THE MINIMUM ORDER VALUE?

    The minimum annual volume for stockists is £10K, to be reviewed quarterly by wholesale management.
  4. CAN I BUY COLLECTION BOOKS?

    A set of 4 collection books is available for purchase. We offer 2 wallpaper books for seasonal and flow collections, and 2 fabric books for seasonal and flow collections.
  5. WHAT ARE STANDARD LEAD TIMES FOR FABRIC AND WALLPAPER?

    All of our wallpapers are printed to order and have a 14 - 21 working day lead time before delivery. Availability and lead times of fabrics are dependent on stock levels. These details will be supplied on enquiry.
  6. CAN I HAVE EXCLUSIVITY IN MY TERRITORY?

    House of Hackney does not offer exclusivity.
  7. HOW DO I CONTACT THE WHOLESALE TEAM?

    Please email the team at wholesale@houseofhackney.com

PRESS

  1. HOW DO I CONTACT THE PRESS TEAM?

    Please email the team at press@houseofhackney.com