Typically within 7 working days after the product’s lead time. It cannot be expedited. Find more details here.

Your order is typically delivered within 7 working days after the product&#x2019;s specified lead time. You can find the lead time for each item on our website and in your order confirmation.Please note that we are unable to fast-track orders.Once your order is dispatched, you should receive an email with tracking details.&#xA0;If you haven&#x2019;t yet received your tracking number, please contact our&#xA0;<a href="mailto:customerservices@houseofhackney.com">Customer Care</a>&#xA0;team to request it.Expediting of orders is not available.

When will my order arrive, and can it be fast-tracked?

We’re unable to request a delivery date or provide a specific time window. Find more details here.

Deliveries are generally made between 9&#x202F;am and 6&#x202F;pm on business days, excluding public holidays. Some couriers may deliver slightly outside these hours.We&#x2019;re unable to request a delivery date change or provide a specific time window. If you need to make adjustments, please contact the courier directly using the tracking number provided in your dispatch email.If you haven&#x2019;t yet received your tracking number, please contact our&#xA0;<a href="mailto:customerservices@houseofhackney.com">Customer Care</a>&#xA0;team to request it.Expediting of orders is not available.

Can I request a specific delivery date or time window?

Modifications are possible within 1 hour, cancellations within 24 hours. Find out more here.

<div data-block="true" data-editor="1k0an" data-offset-key="7191h-0-0" id="isPasted"><div data-offset-key="7191h-0-0">We&#x2019;re able to assist with modifications within&#xA0;1 hour&#xA0;of placing your order, and cancellations within 24 hours. </div></div><div data-block="true" data-editor="1k0an" data-offset-key="7v1km-0-0"><div data-offset-key="7v1km-0-0">After this time, orders are processed promptly for production and dispatch, meaning we&#x2019;re no longer able to make changes or cancel it.</div></div><div data-block="true" data-editor="1k0an" data-offset-key="8rqq0-0-0"><div data-offset-key="8rqq0-0-0">This also means that once your order has progressed beyond the first hour, we&#x2019;re unable to amend the delivery address. However, once your order is ready to be shipped and you&#x2019;ve received your tracking details, you&#x2019;ll be able to contact the courier directly to request delivery updates.</div></div>If you&#x2019;re still within the 1-hour timeframe, please contact our <a href="mailto:customerservices@houseofhackney.com">Customer Care</a> team with your order number and the new shipping address. Our team will do their best to update your order accordingly.If you haven&#x2019;t yet received your tracking number, please contact our&#xA0;<a href="mailto:customerservices@houseofhackney.com">Customer Car</a><a href="mailto:customerservices@houseofhackney.com">e</a> team to request it.&#xA0;

Can I cancel or change my order?

We work a 4 day-week, to allow us to spend more time with Nature. 

The Customer Care team will be reachable until 5:30pm ET, Monday to Thursday, and until 1:30pm ET on Fridays (excluding public holidays).

General enquiries and post purchase support: 
customerservices@houseofhackney.com

Trade orders & product enquiries: 
usatrade@houseofhackney.com

House of Hackney

Find out more about your estimated delivery here.

RECEIVING YOUR ORDER

How can I get a discount?

Why did my payment fail?

Are all prices including sales tax?

What should I do if my order arrives incorrect or damaged?

ORDERING & PAYMENT

How can I create a new account?

How do I log into my account?

Where are my past orders?

How can I unsubscribe from your newsletter?

MY ACCOUNT

How do I apply for a Trade account?

What’s the Trade pricing and available discount?

Can I order free Trade samples?

How do I contact the Trade team?

What is the House of Hackney Trade Loyalty Program?

How does the Trade Loyalty Program work?

Are there any exclusions from the Trade Loyalty Program?

How long does it take to receive samples?

How long does it take to get approved as a Trade member?

How can I place a Trade order?

How can I book a Trade appointment?

Do I have to pay duty and customs?

What is your return policy on Trade orders?

How can I check the status of an existing order?

How do I apply for a Wholesale account?

What is the difference between a Trade and Wholesale account?

Can I buy collection books?

Is the fabric treated, or can you provide treatments?

Are your products suitable for commercial use?

Can you help with specifying for commercial or hospitality projects?

Do you offer wholesale wallpaper or trade discounts for large projects?

Can I get a trade discount on House of Hackney paint?

Is furniture included in the Trade discount?

Do I need a Tax ID or resale certificate to qualify for a trade account?

TRADE BUSINESS

What are the shipping fees?

When will I receive my order?

Can I change my delivery address?

Are alternative shipping options available?

Can I expedite my order?

Do I have to pay duties and customs fees?

How can I track my order?

What delivery options are available for furniture?

How can I check if the furniture will fit through my door?

Do you offer a gift wrap service?

What should I do if my order arrives damaged?

SHIPPING

What is your return policy?

What is your return policy for Trade accounts?

Which items are not eligible for return?

How can I return an item(s)?

Are exchanges accepted?

How do I receive a refund?

Can I return my item(s) to your showroom?

RETURNS

How many rolls of wallpaper do I need?

Can I wallpaper walls over 9'10"? And what about stairways?

Can your wallpaper be used in a bathroom?

Can I use the full drop and half drop together?

How do I prepare my wall for wallpaper?

Which paste should I use when hanging the wallpaper?

How should I apply the wallpaper paste?

Can I paper freshly plastered walls?

Can I still purchase a wallpaper that is not listed on your website?

Can I order another wallpaper roll from my previous batch so that it matches?

How do I apply House of Hackney wallpaper?

Is your wallpaper suitable for slightly textured walls?

Can you recommend installers?

Can your wallpaper be used in rooms with high sun exposure?

When will my wallpaper arrive?

Can I return my wallpaper?

How do I clean/wash my wallpaper?

How can I use any wallpaper I have left over?

Where can I download product spec sheets?

Are your wallpapers suitable for commercial use?

WALLPAPER

Can I purchase fabric in quantities less than a yard?

How do I clean/wash my fabric?

Why do I have to pay an additional delivery fee when ordering fabric?

How many yards of fabric do I need?

Are your fabrics fire and water resistant?

Are your fabrics affected by sunlight?

Are your fabrics suitable for commercial use?

FABRIC

What size are your samples and swatches?

Do you offer paint samples?

Can I purchase a larger sample?

Can I choose a specific part of the pattern for my sample?

When will my sample arrive?

Are your samples returnable?

SAMPLES

Why should I order a swatch?

How do I choose or match a colour?

How much paint should I order?

What is the difference between emulsion and eggshell?

How do I prepare my space for painting?

Do I need to use a primer for prepping?

Should I thin the paint before applying it?

Which part of the wall should I paint first?

How much time do I have to blend the paint before it becomes too dry?

How many coats of paint should I use?

Can I use House of Hackney paint on interiors and exteriors?

How do I dispose of excess paint?

Can your paints be sprayed?

Can I paint over solvent paint?

Does House of Hackney paint have an odor?

Can I return my paint?

How do I clean/wash painted walls?

Why do lighter marks sometimes appear, and how can I prevent them?

PAINT

Can your lampshades be used as pendant or ceiling lighting?

Do your table lampshades work with the standard lampstands?

What size is the shade carrier, and what should I do if it doesn’t fit or isn’t included in my order?