Question 1

Can I return my product?

Accepted Answer

Currently we do not accept return but will offer an exchange if your item is defected or damaged.  For more details see our returns policy.

Question 2

Are you shipping worldwide?

Accepted Answer

Yes we are! For international orders (particularly outside of Europe) please be patient. Most international parcels should take 7 business days from when you receive shipping confirmation to reach their destination, however, it can occasionally take 2 or even 3 weeks.

Question 3

Media & PR enquiries

Accepted Answer

Please contact us at enquiries@thehoughtoncollection.com

Question 4

What if my order arrives defected or damaged?

Accepted Answer

We will only replace items if they are defective or damaged. We have a 14 day exchange policy from purchase.     If your product arrives damaged then there is no need to send the damaged item back to us. We require photo evidence only of the product(s) damaged and we will send a replacement out the same working day. ​ If your glass is defective, and you would like to exchange it for the same item, please send us an email at enquiries@thehoughtoncollection.com or contact us on +44 (0) 1485 528569 ​ Please send your return with a trackable shipping option to:    The Houghton Collection, The Estate Office, Houghton Hall, King's Lynn, Norfolk, PE31 6EU.    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.  If you receive a refund, the cost of return shipping will be deducted from your refund.    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.    If your item gets lost due to an incorrect address being entered at checkout we will ask that you pay for redelivery.

Question 5

Any question?

Accepted Answer

You can contact us at enquiries@thehoughtoncollection.com. We will be happy to assist you!

Question 6

Can you give me an idea of shipping costs?

Accepted Answer

For orders made via our online shop:   Orders for delivery within the UK can take up to 2 working days to be picked and packed. Once your order has been processed, it is sent out via Royal Mail Special Delivery, and will arrive within the following 1-3 days (UK).   Please allow longer shipping times for Europe and for international orders (particularly outside of Europe) please be patient with your respective shipping providers. Most international parcels should take 7 business days from when you receive shipping confirmation to reach their destination, however, it can occasionally take 2 or even 3 weeks. ​ Please note there are certain situations that are beyond our control and may delay your delivery.   UK: £8.95 fixed fee for Royal Mail Special Delivery EU: From £15.50 for Royal Mail international tracked and signed (prices include all duties and taxes) USA: From £28.00 for Royal Mail international tracked and signed (prices exclude all duties and taxes) International: From £25.00 for Royal Mail international tracked and signed (prices exclude all duties and taxes)   For Houghton Furniture:   Lead time is approximately 6-8 weeks.  Lead time on quantities of 6 or more will need to be confirmed in advance of order. Lead time will start from receipt of deposit and confirmation of all specifications.   Carriage charges can be quoted upon confirmation of the delivery address.

Question 7

What shipping carriers do you use?

Accepted Answer

We use Royal Mail Special Delivery for UK orders and Royal Mail International Tracked and Signed for deliveries outside of the UK.

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