Delivery and Returns

Delivery Policy

We aim to make the delivery and returns processes as simple and easy for you as possible.

Delivery Times

Our dispatch times vary according to the product you have selected. The following times act as a guide:

Candles, diffusers, Objet D’Art and other products not mentioned below – Dispatch in 3-5 working days.

In-house floristry – all arrangements are made to order by our in-house floristry artisans: Dispatch within 7-10 working days, although we will endeavour to despatch as soon as possible if the arrangement is already made up.

Artwork – This firstly depends on whether you choose a bespoke framing option with us. In addition, since these are extremely delicate items, we would like to take time to discuss delivery couriers and options with you, whilst aiming to get your work of art on your wall as soon as possible!

Furniture, Lighting and Mirrors – Lead times on these items can vary, estimated lead times are stated on the product page.

Normal delivery time within mainland UK is approx. 2-3 working days from dispatch, however, due to the global pandemic, some deliveries may take a little longer than usual. Please always consider local public holidays or delivery restrictions that may impact your delivery time. See our terms and conditions for more information.

Delivery charges

Our delivery charges are as outlined below, unless stated otherwise in the product description.

Delivery charges for mainland UK only:

 – up to £150 – £8.95

 – over £150 – free of charge

Delivery charges for Europe and Worldwide:

We are delighted to receive orders from international and non-mainland UK clients. Please enquire via email sales@hillhouseinteriors.com or by phone on +44 (0)1932 855901 and we will be happy to provide a quotation for international delivery charges.

We are a UK based website. Purchases on the site can be made securely using PayPal or credit/debit cards. All payments are processed in pounds Sterling (GBP).

International credit card providers or banks outside of the UK will determine their own exchange rates and charges that you will be liable to pay. We have no control over such rates and charges, and you should check with your issuing bank should you have any such questions.

Any local import duties and taxes that may be due are the sole responsibility of the recipient of the goods.

Clients also have the option to use their own preferred freight forwarder and we are happy to deliver to any UK destination specified, for onward shipment.

Order Tracking

You will be able to track your order via a tracking code generated and emailed to you by the courier. Sometimes tracking information may not be available, this will usually be due to the time of arrival of the package with the courier and the updating of their systems. Please contact us if you have any questions or concerns.

Access Requirements

It is your responsibility for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery. We only deliver through a ground floor or basement entrance and go up to a first floor level. We cannot deliver above this level unless there is suitable lift access. If you require a special delivery, any extra charges are to be paid by you, the customer. We sell some large and heavy products that on health and safety grounds require more than a two man delivery – we will call you to advise you of any extra cost involved in delivering before your order is processed.

If you have any concerns about access via restricted spaces, such as doorways, stairs, lifts or hallways, we strongly advise you to contact our sales team via email sales@hillhouseinteriors.com or by phone on +44 (0)1932 855901.  

Below are some questions to think about before you purchase large furniture items:

Is there parking available outside the property?

What floor is the item being delivered to?

Is there clear access into the room of choice?

Is there a lift available?

Will there be children or pets on site during delivery?

Are there any other restrictions we should be aware of that may impact the delivery?

Can you provide any photos or video of doorways, staircase, etc?

Return Policy

We hope you are delighted with your purchase however if for any reason you wish to return an item, we will accept merchandise for a refund or merchandise credit subject to:

  • Item is unused in its original inner and outer packaging and unused condition and we are notified within 14 days of receipt of your order by email at sales@hillhouseinteriors.com.
  • Any damaged, used, or altered returns or anything we at Hill House Interiors considers unreasonable will not be accepted and will be returned to the customer.
  • Item must be received by us no later than 28 days after the date of delivery.
  • Returns received outside the above time frames are accepted at our discretion.
  • Sale items and exchanged items are final sales and may not be returned or exchanged.
  • When organising a return, we recommend using a tracking shipping service to ensure that it reaches us without damage.
  • We also recommend that you request adequate insurance to cover the purchase price of the item. We will not assume responsibility for reimbursement or compensation if a return package is lost, stolen, or mishandled.
  • Return postage charges are the responsibility of the customer, Hill House is not responsible for any costs of returns unless the item is incorrect, damaged, or faulty.
  • Bespoke items that are custom-made or made to order may not be refunded or exchanged.

These instructions must be followed exactly and any failure to do so will prevent the processing of your return. If you have any questions about our return procedure, please contact us at +44 (0) 1932 855901 or email us at sales@hillhouseinteriors.com

Item(s) Being Returned

Collection Service

Estimated Cost (can vary depending on size/ weight/ collection address)

Accessories, including Cushions

Insured Courier

£10 – £30

Lighting & Mirrors

Insured Courier

£40 – £50

Furniture, Artwork & Fragile Items

Insured Courier

Up to £120

Faulty Goods

If your order is incorrect or arrives damaged, please notify us within 48 hours of delivery. We will ask you to email a photograph of any damages, including the packaging if possible, to sales@hillhouseinteriors.com. Please note that without the correct information and images we will not be able to investigate the issue.

You will need to return your item(s) in their original packaging within 14 days of receipt. You will subsequently be given a full refund or replacement goods and your postage costs will be reimbursed. If, on inspection, Hill House Interiors do not deem the item(s) to be damaged or if you fail to return them within the required timescale or if they are not suitably packaged, no reimbursement for postage and packaging will be issued. We recommend that you obtain proof of despatch and obtain insurance cover as we cannot accept responsibility for goods lost or damaged in transit.

Returning your purchase

Should you wish to return your purchase, please follow these instructions:

  • Click here to print out a:   Returns Authorisation form.
  • Print out and complete the Return Authorisation form and place it in the box, following instructions on the form or given by customer service (if different).
  • All Returns must be shipped for processing to:

Hill House Returns

32-34 Baker Street

Weybridge

Surrey

KT13 8AU

  • Please keep a copy of your Return Authorisation form and any postage return information including tracking details in the event you need to contact customer service.
  • Please pack the product in the same way you received it, using sufficient protective packaging.

Refunds

If your item is approved for a refund this will be made under the following conditions:

  • Refunds will be credited to the credit card used to make the purchase.
  • In the case of pre-payment, direct debit and bank transfers, we will transfer the money back to your bank account. Depending on the terms set by your bank, this will show in your account within 7–10 working days.
  • Hill House Interiors will refund your order on receipt of a return. This may take up to a maximum of 14 days, but we shall endeavour to refund you sooner.
  • International refunds will be paid in the same currency as purchase.
  • Shipping charges and duties will not be refunded, except for manufacturing defects or damages.
  • Should there be any defects or damaged items in your order, please contact customer service immediately upon receipt. We will replace defective goods at the earliest possible convenience.
  • Please see our Terms and Conditions for more information.