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How can we help?

help@houseof.com

Contact our award winning customer support team or check out our Frequently Asked Questions below.

Technical Qs

Want to know if our lights are suitable for dimmers, which bulbs you should use or what Kelvin means? We answer your technical questions here.

Are your lights compatible with dimmers?

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 your lights suitable for bathroom use?

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 your lights suitable for shower use?

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 Lead Designer, Mel.

Are your lights suitable for outdoor use?

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 Lead Designer, Mel.

Are your 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.

Do your lights use 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?

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 your bulbs LED?

Yes. All houseof bulbs are LEDs.

Are your 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.

Do your bulbs emit a warm or cool light?

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 Lead Designer, Mel.

Do your bulbs change colour?

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 Lead Designer, Mel.

What does "equivalent wattage" mean?

When your bulb is a 60-watt LED equivalent, it implies that the LED bulb's brightness is equal to that of a 60-watt incandescent bulb. 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 product 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 efficient lighting technology that is rapidly 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

Wondering how to care for your houseof light or how we design and manufacture our products? We've tried to answer your most popular product questions.

Do your 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 separately. When you know what you are looking for, we do a pretty nice range of houseof bulbs.

Are your lights easy to assemble?

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.

Are your lights easy to install?

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.

Are your lights easy to clean?

Yes. 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 an installation 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 you offer a 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.

How long are the cables on your lights?

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

Where are your lights designed?

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

Where are your lights 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 example is made by a single factory in China where they are world renowned for their technical capability and manufacturing skill.

Do your lights 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 your packaging be recycled?

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 your lights be recycled?

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.

Do your lights have a PANTONE®?

This information varies by product and should be available on the individual products page. 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.

Pre-order Qs

How long until my product arrives? Why hasn't my item's shipping date changed since I ordered? We've answered your most common pre-order conundrums.

When will my order arrive?

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 separately. When you know what you are looking for, we do a pretty nice range of houseof bulbs.

Why has my dispatch date got later?

The current estimated dispatch date should be available on the individual products page.

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, please email us at help@houseof.com.

Order Qs

Got an issue with your order, want to know why your discount code isn't working or what your payment options are? Your frequently asked order questions.

What are my payment options?

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

• Visa

• Maestro

• MasterCard

• American Express

• Shopify Pay

• Apple Pay

• Google Pay

• PayPal

• Klarna

Can I track my order?

If you signed up for a houseof user account you can find the most up-to-date tracking information for your order here.

We will also send you an email, once your order has been dispatched, with your order tracking number.

Can I cancel my order (before dispatch)?

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.

Can I cancel my order (after dispatch)?

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 of our terms of sale 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.

Can I have a new returns label?

If you have misplaced your returns label that is no bother, just contact our award-winning customer care team at help@houseof.com and we will sort a replacement.

Please do not attempt to return the item without this as we will not be able to track your return.

Do you offer discount 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.

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.

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 trade discount?

Yes, we are happy to talk about trade enquiries. For more information visit our Trade and Partnerships page.

Do you sell houseof gift cards?

Yes. For more information visit our Gift Cards page.

Can I use Klarna internationally?

Unfortunately Klarna payments are only currently available on UK orders.

Shipping Qs

Got a question about how we ship your orders, where we ship to and how much it will cost? We've collated your most common delivery questions and answers.

What are your shipping charges?

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

For more information visit our Delivery & Returns page.

When will my items be shipped?

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

For more information visit our Delivery & Returns page.

How will my items be shipped?

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 shipped together. If you wish to receive your items separately then please place multiple orders.

For more information visit our Delivery & Returns page.

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 (unless expressly indicated).

For more information visit our Delivery & Returns page.

Do you ship internationally?

We now offer international shipping to most countries within the EU. 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 more information visit our Delivery & Returns page.

Can my order be shipped 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 delivery?

If you are not in when we try to deliver, don’t worry. Through our courier service, you should be able to change your delivery 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 deliveries 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

Returning a purchase sucks (for both you and us) but we have tried to make it as painless as possible and have answered your returns questions here.

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?

You have 30 days (from the date of shipping) to return an item for absolutely any reason and a full refund.

After 30 days, we are under no obligation to provide you with any return or refund but get in touch and we will see what we can do.

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.

Can I have a new returns label?

If you have misplaced your returns label that is no bother, just contact our award-winning customer care team at help@houseof.com and we will sort a replacement.

I have received the incorrect item?

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.

Can I cancel my order (after dispatch)?

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 of our terms of sale 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.