Refund policy

If you’ve had a change of heart on a returnable item, you may return it within 14 days of receipt, provided it remains in its original condition.

Please note that if you return an item that is not eligible for return or is returned outside of the 14-day window, it will be sent back to you at your own expense.

Please be aware that if a returned shipment is undeliverable, whether due to an incorrect address, multiple failed delivery attempts, refusal to pay import taxes (for international returns), or any other reason, it will be abandoned at the destination, and no refund will be issued for any part of the order.

If you require further guidance, please don’t hesitate to contact our Customer Care team. 

To start a return, you can contact us at customerservices@houseofhackney.com. Please note that returns will need to be sent to a specified address 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservices@houseofhackney.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants),  made-to-order products (such as wallpaper, fabric items, orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservices@houseofhackney.com.