how can we help?

Send us a message anytime to help@houseof.com or maybe we have already answered your question in our FAQs below.

Technical Qs

Are houseof lights suitable for dimmer switches?

This information varies by product and should be available on the individual products page. If you can't spot it, we are always here to help, please email us at help@houseof.com

Are houseof lights suitable for bathroom use (IP44 rated)?

This information varies by product and should be available on the individual products page. If you can't spot it, we are always here to help, please email us at help@houseof.com

houseof IP44 rated lights can only be used in wet zones 1 and 2. Simply put, this means you can hang our lighting above a bath or sink safely.

Are houseof lights suitable for shower use (zone 0)?

Not currently. houseof IP44 rated lights can only be used in wet zones 1 and 2 and are not suitable for use within an enclosed shower.

If you want us to start making zone 0 lights, please email us at help@houseof.com and we will pass it on to our designer, Hannah.

Are houseof lights suitable for outdoor use (IP60 rated)?

Not currently. houseof IP44 rated lights can only be used in indoors and are not suitable for outdoor use.

If you want us to start making IP60 lights, please email us at help@houseof.com and we will pass it on to our designer, Hannah.

Are houseof lights class 1 or 2?

This information varies by product. If you've got a specific request, please email us at help@houseof.com with the product name or number and we will get right back to you.

Are houseof lights made with 2 or 3 core wire?

This information varies by product. If you've got a specific request, please email us at help@houseof.com with the product name or number and we will get right back to you.

Which bulb should I use with my houseof light?

This information varies by product and should be available on the individual products page. If you can't spot it, we are always here to help, please email us at help@houseof.com.

Unless the light is fitted with integrated LEDs, you will probably need to purchase the bulbs seperately. When you know what you are looking for, we do a pretty nice range of houseof bulbs.

Are houseof bulbs LED?

Yes. All houseof bulbs are LEDs.

Are houseof bulbs dimmable?

This information varies by product and should be available on the individual products page. If you can't spot it, we are always here to help, please email us at help@houseof.com.

Are houseof bulbs "warm white" or "cool white"?

All houseof bulbs are "warm white" (around 3000 Kelvins, if you want the science bit).

If you want us to start making "cool white" bulbs (around 4000+ Kelvins), please email us at help@houseof.com and we will pass it on to our designer, Hannah.

Do you sell colour changing bulbs?

Not currently. If you want us to start making colour changing bulbs, please email us at help@houseof.com and we will pass it on to our designer, Hannah.

What is the equivalent wattage of your bulbs?

This information varies by product and should be available on the individual products page. If you can't spot it, we are always here to help, please email us at help@houseof.com.

What does IP44 rated mean?

IP44 rated means that the prodcut is protected from water sprayed from any direction. The bulb and electrical components are completely sealed for safety, meaning that no water drops can touch them.

What does LED mean?

LED is an acronym for Light Emitting Diode. It is an incredibly efficienct lighting technology that is rapdily replacing the conventional bulb.

What does Kelvin mean?

Kelvin is a measurement of a lights colour. The higher the Kelvin the bluer the light. All houseof bulbs are around 3000 kelvins and so are a warm white colour, which is standard for household lighting.

What does Lumen mean?

Lumens are a measurement of a lights brightness. The higher the lumens the brighter the light.

Product Qs

Do houseof lights have a pantone reference?

This information varies by product. If you've got a specific request, please email us at help@houseof.com with the product name or number and we will get right back to you.

Do houseof lights come with bulbs?

This information varies by product and should be available on the individual products page. If you can't spot it, we are always here to help, please email us at help@houseof.com.

Unless the light is fitted with integrated LEDs, you will probably need to purchase the bulbs seperately. When you know what you are looking for, we do a pretty nice range of houseof bulbs.

How easy is it to build a houseof light?

All houseof lights come with simple assembly instructions and should take a maximum of 15 minutes to put together. If you are struggling, we are always here to help, please email us at help@houseof.com.

How easy it is to fit a houseof light?

All houseof lights come with simple fitting instructions and should take a maximum of 30 minutes to install. However, we always recommend that any mains connected lighting is fitted by a reputable, qualified electrician.

How long is the cable on a houseof light?

This information varies by product and should be available on the individual products page. If you can't spot it, we are always here to help, please email us at help@houseof.com

How do I clean a houseof light?

We always recommend that houseof lighting is cleaned using a dry, non-abrasive cloth (like a clean duster). Please ensure during cleaning that the light is always turned off.

Do you offer a fitting service?

Not currently. If you would like us to offer this service, please email us at help@houseof.com and we will pass it on to our founders Helen & Michael.

Where are your products made?

Our products are made all over the globe. We search for the best manufacturers and factories that share our vision and values. Our lighting for exmaple is made by a single factory in China where they are world renowned for their techincal capability and manufacturing skill.

Who designs your products?

All of our products are designed by us, in house, it’s something we are pretty proud of.

Do you offer an old fixture, fitting or furnishing disposal service?

Not currently. If you would like us to offer this service, please email us at help@houseof.com and we will pass it on to our founders Helen & Michael.

Do your products contain plastic?

Yes. We do use plastic on our products so that they meet EU electrical safety standards but we are always trying to reduce the amount we use.

Can I recycle my houseof packaging?

Yes. As a company we are working to reduce our plastic footprint so, our lighting and furniture are all packed in cardboard with no nasty polystyrenes or plastics.

Can I recycle my houseof light?

We are a member of Valpak Distributor Take Back scheme, meaning you can take all of your houseof products to your local recycling centre for recycling.

Order Qs

Which methods of payment do you accept?

We accept a wide range of major payment methods, including:

• Visa

• Maestro

• MasterCard

• American Express

• Shopify Pay

• Apple Pay

• Google Pay

• PayPal

• Klarna

Why isn’t my discount code working?

Trouble with discount codes is commonly caused by expiration dates or what’s in your shopping cart. Double check if the code you received has any restrictions, like a price hurdle or expiration date. Each code has its own terms and may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms, in the same place you found the code.

Code still not working? we are always here to help, please email us at help@houseof.com.

Do you offer houseof gift cards?

Not currently. However it is something we are working on, so watch this space.

Can I cancel my order?

You may be able to cancel or change your order before it has been dispatched. If the order has been dispatched, you can choose to reject the shipping, or receive the shipping and then organise a return.

If you want to cancel your order, please email us as soon as possible at help@houseof.com with:

• Your order number

Further information on our cancelation policy is available in our terms of service.

How do I cancel my order in line with the consumer contracts regulations (2013)?

shipping fees will be refunded as part of the consumer regulations act (2013) if the entire order is cancelled within 14 days of receipt, you have alerted us of the cancellation using the template here and provided us with proof of postage for the return.

I have lost my order form, what should I do?

If you have misplaced your order form then, please email us at help@houseof.com and we will send you a new one. Please do not attempt to return the item without this as we will not be able to track your return.

How do I use my discount code?

Got a discount? You can add it to your order when moving through checkout. There will be a box on the right side of the screen above your order’s subtotal. Enter the code and your total will reflect the new amount.

Our website allows one discount code per order. If you have multiple discounts, save one for your next order or send it to a friend.

Can I track my order?

You can find the most up-to-date tracking information for your order here

Do you offer promo, discount or voucher codes?

From time to time, we may give you promo codes that you can use to reduce the price of specified products. More information on available promo codes is available here.

Can Klarna payments be used on international orders

Unfortunately Klarna payments are only currently available on UK orders.

Do you offer trade discount?

Yes, we are happy to talk about trade enquiries. Please email us at help@houseof.com and we will see if we can help.

Preorder question

Answer

Shipping Qs

What are your shipping charges?

Your shipping cost is calculated using the subtotal of your cart before any discounts are applied.

The following are our UK & Ireland shipping charges:

Cart value Shipping charge
under £50 £6
over £50 but under £150 £8
over £150 but under £250 £15
over £250 but under £350 £25
over £350 £39

Further information on our international charges is available here.

When will my items be shiped?

Once dispatched, we only use express 48 shipping meaning it will be with you in 2 - 3 working days.

How will my items be shiped?

We work with both the Royal Mail and Parcelforce to courier your items to their destination. You will be sent a unique tracking number for your shipment, when your order has been dispatched. Please be aware that we group items to save you time and money and so items will always be shiped together. If you wish to receive your items separately then please place multiple orders.

Do you ship to the EU?

We now offer international shipping to most countries within the EU. Shipping charges will be shown at the checkout stage and calculated using your postal address. Please note that all of our portable items are British Standards compliant and do not come with an EU compliant plug.

Do you ship outside of the UK or EU?

We can arrange shipping outside of the EU but please note that our products are only tested inline with British and EU standards. For any purchases outside of these areas you will be assuming responsibility for product safety and compliance. For any shipies outside of the UK or EU you will be responsible for organising shipping and paying any charges / duties / taxes. For more information please email us at help@houseof.com.

Can my order be shiped any quicker?

We work as quickly as we can on all orders. Most orders are dispatched and received within 72 hours of ordering (Monday to Friday). If you have placed a pre-order we will let you know when the item has been dispatched.

What will happen if I miss my shipping?

If you are not in when we try to ship or if you miss our shipping, don’t worry. Through our courier service, you should be able to change your shipping date, arrange for us to leave your parcel somewhere safe at the shipping address, arrange for us to ship it to your neighbour or local shop, or come to the depot to pick it up. After 3 successive failed shipies your order will be returned to our warehouse and cancelled.

Further information on our missed shipping and cancelation policies is available here.

Do I need to sign for my shipping?

We would always recommend that you are there to ensure you safely receive your shipping. However alternative arrangements can be made with the courier, once your order has been dispatched.

Return Qs

How do I process a return?

You will receive a label in the box with the instructions on how to process your return.

Further information on our returns policy is available here.

Do you offer free UK returns?

Yes. You will receive a label with your order that details how to process your free return.

Do you offer free international returns?

No. We currently only offer free return services to addresses in the UK & Ireland (including Highlands and Islands). If you chose to return an order from outside of the UK & Ireland then you assume liablity for the organisation, cost and shipment of the return.

Further information on our returns policy is available here.

Do you offer an extended returns period?

No. We currently only offer free return services to addresses in the UK & Ireland (including Highlands and Islands). If you chose to return an order from outside of the UK & Ireland then you assume liablity for the organisation, cost and shipment of the return.

Further information on our returns policy is available here.

My product is faulty, what should I do?

If your item is faulty then, please email us at help@houseof.com with:

• Your order number

• The faulty item’s name and number

• A description of the fault

As we may be able to repair it. If you would like to return the item instead, then please ensure that your returns form is marked as faulty. We will then inspect the item when it is returned to determine the fault and process a refund if necessary. If an item is returned and it is not found to be faulty then we may not process your refund. Further information on our returns policy is available here.

I need a new returns label, what should I do?

If you have misplaced your returns label that is no bother, just fill in our returns portal here and we will email you a replacement.

I have received the incorrect item, what should I do?

We want to sort out any issues with incorrect items straight away. If one of the items you received isn't what you ordered, please email us as soon as possible at email us at help@houseof.com with your order number and we will exchange or refund in full, any items found to be incorrect.

Further information on our incorrect items policy is available here.

Will my delivery charge be refunded?

In accordnace with distance selling regulations, we only refund delivery charges if:

• You cancel your order in accordance with the Consumer Contracts Regulations (2013).

• You cancel your order before your order has been dispatched.

• Your order includes faulty items, for which we are responsible.

How do I cancel my order in accordance with the Consumer Contracts Regulations (2013)?

In accordance with the Consumer Contracts Regulations (2013) You have 14 days (from the date of receipt) to cancel our contract for absolutely any reason and a full refund (including shipping charges).

You will need to return your entire order in accordance [s7.0] and provide written confirmation of cancellation, so you'll need to complete the attached form and send it back to us along with proof of return postage.

Pre-order Qs

Why has the dispatch date on my product gone backwards

All of our dispatch dates are estimates and sometimes circumstanes beyond our control cause delays (like when a container ship gets stuck in the middle of the Suez Canel).

We work really hard to try to meet and match all estimated dispatch dates and we almost always do but we will keep you as updated as we can of any changes and move the "Dispatched within" date on the product page, forwards or backwards, as things change.

We really appreciate the faith our pre-order customers put in us to deliver and if you have any concerns or questions, our customer care team is here to help.

Get in touch

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