Frequently Asked Questions

How can I make a purchase?

To place an order online, simply add the items you wish to order to your Basket and proceed to Checkout. You can make a payment with your credit/ debit card (Visa, MasterCard, and American Express) or PayPal.

If you need any assistance with your order please contact our Customer Care team on 0203 701 9333 or email  customercare@kellyhoppen.com .

 

Can I place an order over the phone?

Yes. If you wish to place a phone order, please contact us on 0203 701 9333 and one of our Customer Care agents will process your order.

 

Can I place an order from outside the UK?

Yes, we do offer an international delivery option. International delivery charges may vary per item and per country. Please note, that we are currently unable to ship furniture items outside the UK. Please see our terms and conditions for further details or contact our Customer Care team on 0203 701 9333 or customercare@kellyhoppen.com for any help required. 

 

How can I cancel my order?

We aim to have all our parcels despatched on the same day they are placed. If you would like to cancel your order, please call us as soon as possible on 0203 701 9333 (Monday to Friday 9.00am to 5.00pm) and we will assist you with your request. Please note that it may take longer to cancel your order if it has already been despatched. However, we will process your request as soon as your parcel has been retrieved from our couriers.

 

Is there an age limit to purchase?

If you are under the age of 16 you must advise your parent or guardian of the Terms and Conditions and Privacy Policy before you register to use this site or otherwise place an order. We reserve the right to only accept orders from those over the age of 18.

 

Why Should I open an account?

You do not need an account to place an order but it does allow you to make the most of our fantastic products and service, review your orders, store personal information for ease of future use, and receive news on our latest products. 

 

Is it safe to use my credit card on your website?

The privacy and security of your personal information is of paramount importance to us. Our website uses state of the art encryption software and a secure server to protect you and the information you provide to us. We are registered under the Data Protection Act 1988 and adhere to all applicable legislation.

 

What is a Wishlist?

A Wishlist is a personalized shopping list you can create within your account of our products you love. You can easily manage your Wishlist within your Kelly Hoppen online account and send it to your friends and loved ones.

 

How do I re-set my account password?

If you have a registered Kelly Hoppen online account, you can re-set your password by visiting the 'My Account' section and edit the My Details tab. You can simply tick the Change Password option to edit your details.

You can also follow the ‘Forgotten Password’ link when signing on. Enter your registered email address and you will be sent a link to create a new password.

 

How do I manage my account?

You can amend any personal details stored within your account, check orders, initiate returns store your Wishlist; by logging into the ‘My Account’ section of the website. If you need any assistance please do not hesitate to speak to one of our Customer Care agents on 0203 701 9333 or email customercare@kellyhoppen.com. Our opening hours are Monday to Friday 9am to 5.00pm.

 

What is a store credit?

This is a credit facility against your Kelly Hoppen account that can be used in case a full refund cannot be issued for your returned goods via the original payment method or to provide rewards from the company or to otherwise provide any ad hoc credit to you.

Store credit can then be used as a means of payment for goods purchased on the website.

You can view the balance of your online store credit in the 'My Account' section.

 

Is my personal information kept private?

All your personal details are kept secure and private and confidential, and we will never disclose any of your details to anyone or any third party who is not authorised to see such details or does not require access to process your order or account.

Details provided when you process an order may be shared with a credit reference agency in order to verify your order.

Only our Customer Care team (with your permission) may access your personal data to help you place an order or otherwise manage your account.

We may use details provided to notify you of new products and services. If you wish not to receive such information you can contact us to advise or edit your preferences in ‘My Account’.

 

How do I track my order?

You will receive an email notification when your item is ready for despatch containing your unique tracking number and a link to the courier’s tracking page. Your tracking information will be updated after as your order has been collected from our warehouse and through the delivery process. If you need further assistance with your order please do not hesitate to contact our Customer Care team on 0203 701 9333 or email us to customercare@kellyhoppen.com. Our opening hours are Monday to Friday 9am to 5.00pm

 

Are my goods insured?

We insure your goods until the point that the delivery is signed for. We cannot be held responsible for any damage after confirmed receipt of goods.

 

What payment methods can I use?

We accept Visa, MasterCard, American Express and PayPal. Your full card details will never be displayed, only the last 4 digits so that you know which of your cards you are using. You can delete and add cards as you wish via the 'My Account' section of the website.

 

Do you save my card details?

If you have a registered Kelly Hoppen online account, we can securely store your card details to provide a smoother shopping experience next time you order from us. If you do not wish to save any card details you have the option to opt out of this service at the Checkout stage. If you place an order as a guest customer your card details are not stored.

 

How do I return or exchange an item?

To return an unwanted item please request an RMA (Returns Merchandise Authorisation) number within 30 days of the receipt of goods. To request this number, Login to your Kelly Hoppen online account and select the order/items you wish to return under the Orders tab. If you don’t have a Kelly Hoppen account, please call our customer services and we will arrange an RMA for you.

Please call our Customer Care team should you need any assistance with processing your return on 0203 701 9333 or email customercare@kellyhoppen.com. Our opening hours are Monday to Friday 9am to 5.00pm

Our address to send all returns is:

Kelly Hoppen - Returns

Unit 8, Abbeymead Industrial Estate

Brooker Road,

Waltham Abbey,

EN9 1HU

 

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse, and arrange appropriate insurance. Items lost in transit will not be treated as returned.

 

Alternatively, we can arrange a courier to collect your unwanted items from you at an additional cost. Please call our Customer Care team for further assistance on 0203 701 9333 or email customercare@kellyhoppen.com. Our opening hours are Monday – Friday 9am to 5.00pm

For returns on furniture products, please see our Delivery and Returns page.


What if I am outside the Returns Policy?

 If you wish to return items outside of the 30 day Returns Policy, please contact our Customer Care team who can assist you with your request where possible.

 

How do I know if an item is in stock?

If an item is in stock you will be able to add it to your basket. If there is no stock available you will see the 'Out of Stock' sign on the product pages. If you would like to be notified when an item comes back to stock please select the ‘Out of Stock’ button next to the product and follow the instructions to receive an email notification when stock is available.

 

Can I amend my delivery address once the order has been despatched?

You must make sure to provide an appropriate delivery address when you place your order. Should you need to change the delivery address, please contact us immediately.

 

Can I add items to an existing order or combine my orders?

We are unable to add to an existing order or combine a number of orders. Should you wish to receive all your purchases into one order then please contact our customer care team who will assist where possible. Any such changes may delay the final delivery and could incur additional cost.

 

Can I return an item received as a gift?

Yes. Subject to the Returns and Exchange Policies stated in our Terms and Conditions. Refunds can only be made to the original payment method used for the order. 

 

Where is my order?

Please allow 2-3 working days for your Standard UK Delivery order to arrive. However, you can follow the progress of your order via your online Kelly Hoppen account or track your order via the Track Delivery link provided in your despatch confirmation email. We will update you on any changes in the unlikely event of a disruption to your delivery.

 

How long does delivery take and cost?

Standard UK Delivery (2-3 working days) £5.95

Express delivery (Next working day) £9.95

DHL International (ROW) Delivery (2-4 working days)

Parcel Force (EU) 2-3 working days

We aim to dispatch all orders received by 2:30pm on the same day, (excluding weekends and bank holidays) However, please allow 2-3 working days for your order to arrive.

The cost of overseas despatches are confirmed at the checkout and are dependent upon country of destination and consignment weight.

Please note that our couriers require a signature on arrival.

 

Which countries do you ship to?

We are delighted to receive orders from international customers, and our intention is to make the delivery and returns process as easy to use as possible for you. We will ship from our partner UK warehouse to the following countries:

UK, Channel Isles, Isle of Man, BFPO

 

Europe:

Austria, Belgium, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Slovakia, Slovenia, Spain (including Andorra, Gibraltar & Canary Isles), Sweden, Switzerland (including Liechtenstein), Turkey

 

Rest of the World:

Antigua, Argentina, Australia, Bahamas, Barbados, Belarus, Brazil, Brunei, Canada, Cape Verde Islands, Cayman Islands, Chile, China, Columbia, Cuba, Egypt, Falkland Islands, Fiji, Greenland, Hong Kong, India, Indonesia, Israel, Jamaica, Japan, Jordan, Korea, Kuwait, Latvia, Lebanon, Maldives, Malaysia, Mexico, Morocco, New Zealand, Oman, Pakistan, Peru, Philippines, Saudi Arabia, Seychelles, Singapore, South Africa, Thailand, Tunisia, Ukraine, United Arab Emirates, Uruguay, USA, Venezuela, Vietnam, Virgin Islands. 

 

Do you ship to BFPO and PO Box addresses?

Yes, we ship to BFPO addresses. Please enter the postal code at the checkout as normal and the order will be processed accordingly. Please note that we are unable to provide tracking once the item has left the UK for security reasons.

We cannot ship to UK PO Box addresses as our service requires a signed for delivery.

 

What if I’m not at home when you deliver?

If you are not available at the time of delivery, our couriers will try to leave your order with a neighbour or will deliver it to your local Post Office (UK Parcel Force deliveries). You will be left a card to inform you of the delivery attempt and of the location of your parcel. You will be able to collect it from the specified location on the card for up to 16 days after the delivery was made.

 

What if I only receive a part of my order?

Please contact our Customer Care team within 48 hours of receipt and we will rectify this for you.

 

What if I receive an incorrect item?

Please contact our Customer Care team within 48 hours of receipt and we will rectify this for you.

 

What if my return gets lost in the post?

We cannot be held liable for the loss of returned goods. We recommend using a signed for service for returns to avoid any possible disappointment. Please make sure you keep your returns receipt as your proof of postage as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

 

What if an item is faulty?

Please contact our Customer Care team within 48 hours of receipt and we will exchange the item or refund the price of the item and any costs incurred in sending the item  back to us.

 

How long will it take to deal with my return?

As soon as your retuned items are received back into our warehouse we will process your return within 5 working days. It could then take 3 to 5 days for the refund to appear on the statement of your chosen payment method.

 

How can I be removed from your mailing list?

We will send you special offers and promotions by email and post. If you do not wish to receive offers and promotions by email please unsubscribe here. Please note that it may take a few days for our system to update before you are fully removed from our email mailing list so you may receive one or two more. If you do not wish to receive offers and promotions by post, please get in touch at customercare@kellyhoppen.comor by calling us on 0203 701 9333 (Monday to Friday 9.00am to 5.00pm). Our catalogues are printed in advance so it can take up to a few weeks for the process to be complete, therefore you may receive one further brochure.

 

Why did I receive your brochure when I didn't request it?

We may have received your details from a third party company. If you do not wish to receive information from us, please email us at customercare@kellyhoppen.com and we will remove you from our mailing list. Our catalogues are printed in advance so it can take up to a few weeks for the process to be complete, therefore you may receive one further brochure.

 

How do I contact Kelly Hoppen London?

Tel:                           0203 701 9333

Email:                       customercare@kellyhoppen.com

Post:                         Kelly Hoppen Ltd., 25 Nutford Place, London W1H 5YQ

Opening Hours:     Monday to Friday 9am to 5.00pm

 

What do your candles and room scents smell like?

Kelly Hoppen scents are a blend of the aromatic, the woody and the spicy. A patchouli/myrrh base weave in harmony with floral heart notes of clove and violet helping produce a warm atmosphere.

 

Is your packaging recyclable?

Yes, all our boxes are fully recyclable and have been designed to withstand repeated use.


How do I care for my wallpaper?

For best results, we recommend using a ready-mixed paste and applying it directly to the wall, not the paper.

When cleaning, use a damp cloth to gently pat over the surface.


How do I care for my lacquered furniture?

Please avoid using cleaning agents, it will be better for the life of the lacquer as lacquered surfaces can be easily scratched or stripped.

Simple is best when cleaning, use a soft, damp cloth to wipe the surface, then wipe over with a dry cloth to remove any water marks.

Never use abrasives, waxes or oils on lacquer. Remove spills Immediately with an absorbent, moistened cloth.

Containers with hot contents can leave marks on lacquer, always use a coaster.