Frequently Asked Questions – houseofhackneyusa.com
Orders & Shipping
Q: How long does shipping take?
A: Delivery times vary by location:
- USA: 3–7 business days (Standard), 1–3 business days (Express)
- International: 7–14 business days
Processing time: 1–2 business days.
Q: Can I track my order?
A: Yes! You’ll receive a tracking link via email once your order ships.
Q: Do you ship worldwide?
A: Yes, with select carriers. Duties/taxes may apply.
Returns & Exchanges
Q: What’s your return policy?
A: Unused, unopened items in original packaging may be returned within 30 days. Exclusions apply (e.g., custom/made-to-order items).
Q: How do I return an item?
A: Initiate a return via your account or our Returns Portal. A prepaid label is provided for U.S. returns.
Q: When will I receive my refund?
A: Refunds process within 7–10 business days after we receive your return.
Products & Care
Q: Are colors/fabrics true to the website images?
A: We strive for accuracy, but screen settings may cause slight variations.
Q: How do I care for my House of Hackney item?
A: Refer to the care label or our Care Guide for fabric-specific instructions.
Q: Can I order samples?
A: Yes! Fabric/wallpaper samples are available here.
Custom & Made-to-Order
Q: What’s your lead time for custom orders?
A: Typically 8–12 weeks. Confirm timelines before ordering.
Q: Can I cancel a custom order?
A: Custom orders are final sale once production begins.
Account & Payments
Q: What payment methods do you accept?
A: Credit/debit cards, PayPal, and Shop Pay.
Q: Is my payment secure?
A: Absolutely. We use SSL encryption and PCI-compliant processors.
Q: How do I update my account details?
A: Log in to your account or reset your password if needed.
Trade & Wholesale
Q: Do you offer trade discounts?
A: Yes! Register as a trade professional here.
Q: How do I become a stockist?
A: Contact our trade team via the Trade Inquiry Form.