Returns & Refunds

We want every customer at The Hackney Draper to be happy with their purchase, and we’re always here to help if something isn’t quite right..

In-Store Returns

Unused items purchased in-store may be returned within 14 days of purchase with a valid receipt for a refund or exchange.

Online Returns

If you wish to return your online order, please notify us by emailing hello@thehackneydraper.co.uk within 14 days of receiving your order.

Items must be returned unused, in their original condition and packaging.

We do not provide return labels. Unless the item is faulty, damaged, or supplied in error, customers are responsible for arranging and covering the cost of returning their items. We recommend using a tracked or signed-for delivery service, as we cannot be held responsible for items lost in transit.

Where a refund is due under your statutory cancellation rights, we will refund the cost of the goods. Original shipping charges are non-refundable.

Sale Items

Sale items purchased in-store are non-refundable unless faulty.

Sale items purchased online may be returned in accordance with your statutory rights.

Checking Your Order

Please inspect your order as soon as it arrives. If your order has been damaged in transit or there are any shortages, please notify us within 48 hours so we can resolve the issue promptly.

This does not affect your statutory rights if a fault becomes apparent after delivery.

Cut-to-size fabrics are made to your specifications and are non-returnable unless faulty.

Due to the natural characteristics of our fabrics, colours may vary between batches. Linen fabrics may contain natural slubs (small knots in the yarn), which are a feature of the fabric and not considered a fault.

Paint is non-returnable unless faulty. We recommend purchasing a sample pot before placing an order.

Vintage Pieces

Vintage rugs may be returned within 14 days.

All other vintage pieces are pre-loved and sold as seen. They may show signs of age and use that form part of their character and are not considered faults.

Refunds

Refunds will be made to the original payment method. Online purchases must be refunded via the website and cannot be refunded in-store.