Delivery Information

We strive to ensure a smooth and efficient delivery process for all our customers. Please read the details below before placing your order.

UK Mainland Delivery

Delivery prices quoted apply to mainland UK only. If you require international shipping, please contact us directly.

Signing for Delivery

• A signature may be required upon delivery.
• We recommend using a work address for delivery if you are unavailable at home during business hours.
• If you are unavailable, please arrange for someone to sign on your behalf or provide delivery instructions at checkout.

Tile Delivery & Handling

• Your order will arrive kerbside on a pallet via a third-party delivery company.
• Drivers cannot assist in carrying your order inside due to insurance policies, so please ensure someone is available to help receive the delivery.
• The pallet will be left with you, and disposal will be your responsibility. If you require pallet removal, this can be arranged for an additional charge.
• Deliveries occur Monday to Friday between 8 AM and 5 PM, and exact routes are scheduled on the morning of delivery. Someone must be present to receive the order.

Delivery Charges

Samples or small items or under £100: £6.95

Made-to-Order items or over £100: please request a quote from us

Important Delivery Considerations

• Access Restrictions: If your property has restricted access (e.g., narrow roads, low bridges, or no parking), inform us in advance so we can make arrangements. If a re-delivery is required due to access issues, additional charges may apply.
• Heavy Items: Most tile boxes weigh approximately 25kg each. Please arrange assistance if needed.

Returns & Exchanges

We understand that sometimes returns may be necessary. Please contact us at contact@houseofjake.com before initiating a return.

In-Stock Items

• Refundable within 30 days of delivery if unused, in original packaging, and in a fully resalable condition.
• We are not responsible for return shipping costs unless the item is incorrect, misdescribed, or faulty.

Made-to-Order Items

• Non-refundable and non-exchangeable, as these items are custom-manufactured to your specifications.
• This includes all bespoke tiles, wallpapers, and hardware.
• If you are unsure whether an item is made-to-order, please check before purchasing.

Faulty or Incorrect Items

• If you receive a faulty or incorrect item, contact us immediately at contact@houseofjake.com
• Faulty items can be returned free of charge.
• All discrepancies must be reported within 24 hours of delivery.

Return Process

1. Securely repackage the item and use a trackable shipping service.
2. Proof of postage must be obtained for UK & international returns, as we cannot be held responsible for items lost in transit.
3. Refunds are processed within 14 days of receiving returned goods.

REFUNDS

Refunds will be made within 14 days of receipt of the goods at our warehouse.