Terms and Conditions of Trading


These Terms and Conditions (the "Conditions"), together with our Cookie Policy and Privacy Policy are the contractual agreement between the customer or visitor to the Website (indicated by references to "you" or "your"), and Kelly Hoppen Limited (indicated by references to "we", "us", or "our") in relation to your use of the www.kellyhoppen.com website (the "Website") and your purchases from the Website.

About kellyhoppen.com

www.kellyhoppen.com is the ecommerce Website of Kelly Hoppen Limited (the "Company"), a company registered in England and Wales with registered address  Pixel Building, 110 Brooker Road, Waltham Abbey, Essex, EN9 1JH.     Company Registration Number: 8465932.  VAT Number:160 4348 29.

Please contact our customer care team should you have any questions concerning these Conditions: customercare@kellyhoppen.com or 020 3701 9333. Our opening hours are Monday - Friday 9am - 5:00pm.

Why are these Terms and Conditions Important?

When you visit www.kellyhoppen.com or place an order on the Website you agree to be bound by these Conditions, as the as the other documents expressly referred to in it including but not limited to our Cookie Policy and Privacy Policy which are incorporated within these Conditions. Please read these Conditions carefully and make sure that you understand them before placing an order from our Website. Please note that before placing an order you will be asked to agree to these Conditions.

You should print a copy of these Conditions or save them to your computer for future reference.  Please note that these Conditions, and any contract between us, are only in the English language.

Our right to vary these Conditions

We reserve the right to amend these Conditions from time to time as is deemed necessary, so please do check before ordering that you are comfortable with the Conditions which apply at the time.  These Conditions were most recently updated on 18th November 2019.  Should you not agree with any of the Conditions as shown at any time, you should cease using the Website. 

Use of our Website

You are provided with access to this Website in accordance with these Conditions.  By using our Website, you confirm that you accept these Conditions and that you agree to comply with them.  Use of our Website includes accessing, browsing, or registering to use our Website.  If you do not agree to these Conditions, you must not use our Website. 

Changes to our Website

We may update our Website from time to time, and may change the content at any time.  However, please note that any of the content on our Website may be out of date at any given time and we are under no obligation to update it.

We do not guarantee that our Website, or any content on it, will be free from errors or omissions.

Accessing our Website

Our Website is made available free of charge.  We do not guarantee that our Website, or any content on it, will always be available or be uninterrupted. Access to our Website is permitted on a temporary basis.  We may suspend, withdraw, discontinue or change all or any part of our Website without notice. We will not be liable to you if for any reason our Website is unavailable at any time or for any period.

You are responsible for making all arrangements necessary for you to have access to our Website.

You are also responsible for ensuring that all persons who access our Website through your internet connection are aware of these Conditions and that they comply with them.

Your account and password

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential.  You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Conditions.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at customercare@kellyhoppen.com.

Intellectual Property Rights

All rights in the design, intellectual property and information on the Website are owned by us, and are protected as appropriate by copyright, trade marks and other intellectual property rights.  All material and content contained on the Website is for your personal non-commercial use only.

We strictly prohibit the reproduction, modification, distribution or incorporation into any other work of any or all of the material available on the Website except in so far as you may:

  • Copy, print or download extracts of material from the Website for the sole purpose of using the Website in good faith for domestic purposes or for placing an order through the Website; or
  • Copy, print or download extracts of material from the Website for the sole purpose of sending to individual third parties for their personal information provided that no commercial advantage or benefit is sought from so doing, and that you acknowledge us as the source of the material and you inform the third party that they must comply with the Conditions.

Any other use of the material and content and material of the Website is strictly prohibited and you agree not to nor assist in any such facilitation to copy, reproduce, transmit, publish, display, distribute or otherwise commercially exploit or create derivative works of such material and content.

All contents on pages of the Website, without exception, are the copyright trade marks or registered trade marks of Kelly Hoppen Ltd. or our suppliers or that of other third party partners. All Rights Reserved. You will be responsible for any breach of these Conditions and will reimburse us for any loss caused as a result of your misuse.

Trade Marks

The following are registered trade marks of Kelly Hoppen Limited: K Kelly Hoppen Perfect Neutrals, K H Kelly Hoppen Perfect Neutrals, Kelly Hoppen Interiors of London.

No Reliance on Information

The content on our Website is provided for general information only. We make no warranties, either express or implied, as to the Website's accuracy, nor in relation to any transaction undertaken on or through the Website included but not limited to implied warranties of non-infringement, compatibility, security, accuracy or completeness.

Although we seek to update the information on our Website, we make no representations, warranties or guarantees, whether express or implied, that the content on our Website is accurate, complete or up-to-date. 

Limitation of Liability

The Company reserves the right to withdraw or modify at any time the Website, or any part thereof, with or without notice, and will not be liable to you nor any third party in respect of any such modifications or withdrawals.  Your continued usage of the Website after any such changes shall be deemed to be acceptance of such change.

As permissible under applicable law we disclaim any and all warranties of any kind in relation to the products.  Your statutory rights as a consumer are not affected nor are your right of cancellation under the contract.

We are not liable in contract, tort including without limitation negligence, pre-contract or other representations (other than misrepresentations that may be deemed negligent or fraudulent) or otherwise out of or in connection with the Conditions for any economic losses including without limitation loss of revenue, profit, contracts, business or savings; loss of goodwill or reputation; loss of data; loss of anticipated savings; any indirect or other losses suffered or incurred by any party arising out of or in connection with the provisions of the Conditions.

The Conditions do not exclude nor limit our liability for death or personal injury resulting from our negligence or that of our directors, employees or agents.

In addition you agree to indemnify, defend and hold us and our officers, directors, employees, agents and suppliers harmless immediately on demand from and against all claims, liabilities, damages, losses, costs and expenses including reasonable legal fees arising out of any breach of the Conditions by you or any other liabilities arising out of your use of the Website or by any other person accessing the Website using your account or personal information.

We bear no responsibility or liability for your use of other Websites you may access via links within this Website that we do not control nor have responsibility for the content. Such links are provided as a service and their inclusion does not indicate any endorsement nor affiliation with such website.

Any liability incurred by the Company in connection with any contract for our products to which the Conditions may apply shall not exceed the price of the products.

We shall not be liable to you nor deemed to be in breach of any contract with you or the Conditions by reason of any delay in performing or failing to perform any obligations in relation to the products ordered by you, if the delay or failure was due to any cause beyond our reasonable control.


We do not guarantee that our Website will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform in order to access our Website.  You should use your own virus protection software.

You must not misuse our Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.  You must not attempt to gain unauthorised access to our Website, the server on which our Website is stored or any server, computer or database connected to our Website. You must not attack our Website via a denial-of-service attack or a distributed denial-of service attack.  By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990.  We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them.  In the event of such a breach, your right to use our Website will cease immediately.

 Placing an Order

Our order process allows you to check and amend any errors before submitting your order to us.  Please take the time to read and check your order at each stage of the order process.

When you place an order on the Website, you make an offer to Kelly Hoppen Ltd. to purchase the goods shown in your order.  You will receive the following communications from us:

  • When an order is placed, you will receive an email from us acknowledging that we have received your order.  Please note that this is not a confirmation that your offer to purchase the goods has been accepted.
  • We will confirm our acceptance to you by sending you an email detailing the items you have purchased, together with confirmation that payment has been debited from the method of payment you have provided.
  • When your order is despatched you will receive an email with confirmation of the items despatched, the despatch method, anticipated delivery timeline, and delivery tracking information.

You may only purchase products from our Website if you are at least 18 years old.

By using the Website you warrant that any payment method used is your own and that there is sufficient credit to cover payment of the order placed.

Kelly Hoppen Ltd. reserve the right to end any contract with you should you breach any of the Conditions herein or fail to make payment when due, or should we have reasonable cause to suspect you have or are about to engage in any fraudulent or illegal activity.  We will suspend or terminate access to the Website accordingly and at any time, should we consider this to be necessary, and in the best interests of the Company.

Prices and Stock Availability

All prices are quoted in GB pounds sterling and are correct at the time of publication, and are inclusive of UK Value Added Tax. Product sold and delivered outside of the European Union does not include an element of VAT and is sold at the price shown on the website. 

If an order is delivered overseas the recipient will be responsible for the payment of any customs or import duties levied once the package reaches the destination country. Please note that we have no control over these charges and we cannot predict their amount. Please contact your local customs office for further information before placing your order.

We endeavour to display on the Website all items in our current range and to hold stock of all styles as shown.  Please note that the packaging of the products may vary from that shown on the images on our Website.  Occasionally an item will be out of stock and you will have the opportunity via a one click process on the Website to be advised by email when that product is available again. Alternatively, you can contact our customer care team to discuss a suitable alternative.  

If we are unable to supply you with a product, for example because the product is not in stock or no longer available or because of an error in the price on our Website, we will inform you of this by email and we will not process your order.  If you have already paid for your products, we will refund you the full amount as soon as possible.

 What Happens After Placing an Order

We use all reasonable endeavours to ensure that product descriptions, specifications and photographs are as clear and accurate as possible but these are not intended to be binding and can only provide a general description of the products for sale.  Colour reproduction, material description and dimensions will provide a close representation, but we will not accept any responsibility for any variation in size, material or colour caused by browser software, monitor colour contrasts or computer systems used by you. However, we do offer a comprehensive refund and exchange policy and on the understanding that you return any such goods to us in line with our Returns Policy within the Conditions, you will receive your money back.

We make every effort to deliver within the timescales promised on the Website and in further communications with you after an order has been placed.  However, at times things do happen that are outside of our control and we will not be liable for any losses caused to you by late or missing delivery.

Please contact us – customercare@kellyhoppen.com or 0203 701 9333 should your order not arrive within the expected time, and we will do all we can to expedite delivery or you may cancel your order and obtain a refund. Our opening hours are Monday - Friday 9am – 5.00pm.

Our courier company will provide delivery to the address stated on the order.  If we receive returned orders that cannot be delivered due to an incomplete or incorrect address or because of customer failure to contact the courier company or collect the goods from the depot when requested, we will refund the cost of the product less any and all delivery costs incurred by us in sending out the goods plus any additional costs incurred to return the goods to us by the courier company.

Furniture Orders

  • Once furniture is ordered a fabric sample will be sent to customer
  • Customer will need to confirm colour via email to customercare@kellyhoppen.com or gordon@kellyhoppen.com
  • Once customer has confirmed this will trigger the 8- 12 weeks lead time not including delivery.

Promotional Codes

  • The use of promotional codes are reedemable on full price product only and not in conjunction with any other offer.
  • Promotional codes offers does not include wallpapers or books. 

Returns and Exchange Policy

We hope that you will be delighted with the goods you have purchased from us but with our returns and exchange policy you can feel confident in buying from us, knowing that you can return goods if they are not suitable in any way or are not as expected.

If you would like to return your purchases for any reason, you are able to do so within 30 days of receipt.  We are happy to offer you an exchange, or if you wish, a refund, provided that the goods are returned intact and in the same condition as when they were received and are in their original packaging with any prices or tags still attached.

Goods received back for return or exchange outside of these Conditions may be accepted at the discretion of the Company, refunds may then be made as a credit for use with the Company.

Please note that products will be your responsibility from the completion of the delivery.

Our returns policy does not affect your legal and statutory consumer rights.

How to return goods

Please obtain a Returns Number (RN) either through your “My Account” section on the Website or by contacting our Customer Care team.  Please write your RN on your delivery note and include this within your parcel to return to our warehouse.  Once goods have been received all appropriate refunds will be applied as quickly as possible to your original method of payment and within 14 days of goods being received by us.  

Please ensure that you also enclose your contact details in case we should need to get in touch regarding your return. 

Address for Returns is:

Kelly Hoppen - Returns

Pixel Building

110 Brooker Road

Waltham Abbey,


Items are returned at your own cost and for your own security please ensure that you obtain proof of posting or despatch, and appropriate insurance, as we cannot accept responsibility for goods lost or damaged in transit.

If it is easier, we can arrange to collect goods from you, though we do reserve the right to charge for this service, which may be deducted from any refund due. Should you wish to use this option then please contact our Customer Care team.

Damaged or Faulty Goods

Should you receive damaged or faulty goods please contact our Customer Care team within 48 hours of receipt of the goods and we will arrange collection of the goods.

Please do ensure that you return the damaged or faulty goods in the original packaging as you received them to the Returns address specified above.  Once our warehouse has received and inspected the goods, a refund, including delivery charges, or replacement, will be arranged at our expense.

Returning Gifts

A gift can be returned in line with the standard policy within the Conditions. Refunds can only be made to the payment method used for the original purchase. We can exchange items, however, an email will be sent to the person who placed the order to confirm the exchange or refund.

Your right to cancel

Although we expect that you will be delighted with your purchase, in line with the United Kingdom’s consumer legislation including the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, you do have a right to cancel your order in writing by email customercare@kellyhoppen.com or to our operations office – Kelly Hoppen Ltd., Suite 214, 25 Nutford Place, London W1H 5YQ.  To exercise the right to cancel, you must inform us of your decision to cancel before the cancellation period has expired.  Please let us know your name, address and the date on which you received your order.

Your legal right to cancel a contract starts from the date of the dispatch confirmation, which is when the contract between us is formed.  You have a period of 14 (fourteen) calendar days in which you may cancel, starting from the day after the day you received the Products.  You will receive a full refund of the price you paid for the Products and any standard delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 14 calendar days of us having received the returned goods from you. 

Please note that we are not able to refund you for any non-standard delivery costs.  If you wish to cancel your order, you must return the Products without undue delay and in any event, no longer than 14 days from the date of notifying Kelly Hoppen Ltd. that you wish to cancel the contract.

UK Delivery Policy and Options

It is our intention to make the delivery and returns processes as simple and easy for you to use as possible so enhancing your experience of using the Website, and ensuring that you receive your order safely and promptly.  Our team are committed to making this happen for you.

In the event that an item is out of stock we will communicate with you and offer an alternative if one is available, or keep in touch and advise when that product is available once more. 

Orders received by 2.30pm will be processed for despatch that day, subject to confirmation of payment and stock availability.

Our partner courier services aim to deliver within 3 working days for our standard delivery option and Next Working Day if that service is selected for deliveries within the United Kingdom.  Other options are available upon request, please contact our Customer Care team when placing your order.

We are committed to providing clear expectations of delivery times and to communicate with you as quickly as possible should we be aware of any difficulties.  However, as hard as we may try there may be circumstances outside of our control which mean that quoted delivery dates cannot be maintained, i.e. bad weather, vehicle breakdown etc.  This will not happen often but if it does we will endeavour to communicate with you.  We cannot accept any liability for any loss or damage, whether direct or indirect, caused by a delayed or failed delivery.

Currently we have the following delivery options:

  • Standard Delivery – Monday to Friday via Parcelforce within 3 working days at £5.95 per consignment
  • Next Day Delivery  Next working day (excluding weekends) via Parcelforce at £9.95 if order before completed 2.30pm Monday - Thursday
  • Saturday Delivery – Saturday delivery via Parcelforce at £9.95 if order completed before 2.30pm Friday
  • International Delivery (Excluding Furniture) – Monday to Friday via Parcelforce or DHL within 3 - 7 working days, price subjes to weight and size of order
  • Furniture Delivery – Monday to Friday via white glove service at no additional cost, delivery times are subject to furniture leadtimes.

Please note: Due to shipping regulations we cannot deliver diffusers or room sprays overseas. We apologise for any inconvenience this may cause.

You will be able to track your order via a tracking code generated by the courier and attached to the despatch confirmation email that will be sent to you.  The status of your order can also be seen by logging into the My Account area of the Website if you have set up an account.  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 our Customer Care team should you have any questions or concerns.

We will deliver to any address nominated by you; home, work or anywhere convenient for you.  Orders will be delivered to the address provided on the order, and a signature is required upon delivery.  If there is no one in at the nominated address the courier will try and leave with a neighbour and put a card through your door.  If that fails, the package will be left at your local Post Office for UK Parcelforce deliveries, and you will be carded to advise when you can collect.

We do not schedule the delivery routes or times but we partner with professional couriers and if your delivery is time critical please contact us and we will aim to help 

International Delivery Policy and Options

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 and to BFPO.


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

If your intended destination is not shown, then please contact us at customercare@kellyhoppen.com

When you enter your delivery address at checkout the Website will automatically calculate the weight of your order and provide details of the carrier and the cost of shipment.  Delivery schedules will be between 5 and 15 days but can be sooner dependent upon destination.  It has been known for deliveries to be affected by Customs & Excise delays in the final destination country from time to time.

International Furniture Delivery 

 All furniture deliveries outside of the mainland UK, are subject to an additional shipping cost; please contact our Customer Care team on 0203 701 9333  or customercare@kellyhoppen.com  and  we will provide a quotation for export packing and door to door shipping including customs clearance. Local duties/taxes at the port of entry are payable by the customer. This is to be agreed and paid before the order can proceed. Customers always have the option to use their own preferred freight forwarder and we are happy to deliver free of charge to any UK destination specified for onward shipment.


We are a UK based Website operating within the UK. Purchases on the Website can be made securely using PayPal, AMEX or the credit/debit cards shown.  All payments are processed in pounds Sterling (GBP).  Payment for the products and all applicable delivery charges is in advance.

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 you 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.

Returns from International Destinations

For goods sent to non UK destinations, items must be returned within 35 days of receipt and in accordance with the general terms as noted in our Returns Policy, and be un-used and in their original packaging. We will refund the price paid for the goods once they have been returned to our warehouse but shipping costs and any other duties or taxes cannot be refunded.  This does not affect your legal and statutory rights as a consumer. 

 Customer Care and How to Contact Us

Our aim is to ensure that you are completely delighted with your viewing of this Website and shopping experience, with our products and with our service. However, we are here to help in any way we can with all aspects of our products and service, and if you feel can improve in any way we would be pleased to hear from you.

All the information you need on our products and service can be found on the Website but our Customer Care team can provide help in finding the right product for your needs, in placing an order, arranging an exchange or return, tracking your order progress, and with any other questions you may have:

By Email – customercare@kellyhoppen.com and we aim to respond within one working day of receipt of your email.  Please always include your own contact details and an order number if relevant.

By Telephone – +44 (0) 20 3701 9333, our staff are available as follows:

Monday to Friday – 9.00am to 5.00pm.

This is a standard number included in most mobile plans.  You should consult your telephone provider for actual dialling costs.   Please note that calls from outside the UK will be charged at international rates.

Calls may be recorded for training purposes.


 Other important terms

These Conditions and your use of the Website are governed by English law.  This means that a contract for the purchase of products through the Website and any dispute or claim arising out of or in connection with it will be governed by English law.   You and we both agree that the courts of England and Wales will have exclusive jurisdiction.  However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland. This does not affect any applicable statutory rights.

The Website and these Conditions are intended for use within the United Kingdom and although we are delighted to be of service to customers from outside of the United Kingdom we can give no warranty, either express or implied, that the use of the Website or the placing of any order through the Website from outside of the UK, complies with any applicable non UK laws or regulations.

Kelly Hoppen Ltd. may transfer or assign all or any rights or obligations under the Conditions to any third party.  You may not transfer nor assign all or any rights or obligations under the Conditions to any third party without our express written permission.

No person who is not a party to the Conditions shall have any rights to enforce any term under the Contracts (Rights of Third Parties) Act 1999.  Nothing in the Conditions is intended nor shall affect any statutory legal rights that may not be legally excluded.

The limitations of liability in the Conditions shall apply equally for the benefit of any associated company of Kelly Hoppen Ltd. as if references to Kelly Hoppen Ltd. and the Website included references to each associated company.

In the unlikely event of any part or provision of the Conditions becomes void or unenforceable it does not mean the whole contract is unenforceable, all other parts or clauses within the Conditions remain as severable and surviving.

Your Expectations and Rights

Should any of the Conditions be broken by you or if any liabilities are incurred as a result of your use of the Website you are liable for any and all costs arising that we or our officers, directors, employees, agents and suppliers incur as a result of any breach including reasonable legal fees if applicable.

Should any other person use your account and/or personal information with us you remain liable unless you are able to prove that such use was fraudulent.


We have tried to make this Website accessible for all users by working to the checkpoints 1 & 2 from the Web Content Accessibility Guidelines 1.0 by W3C. Please contact us at customercare@kellyhoppen.com if you have any concerns or issues using the Website.