Answers

We accept all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, PayPal, and Shop Pay. All payments are processed securely through Shopify Payments — we don't see or store your full card details at any point.

If your order hasn't yet been packed, we can usually amend or cancel it. Please write to [email protected] with your order number as quickly as you can. Made-to-order pieces can't be changed once production has begun.

Most of our smaller pieces can be sent with a handwritten note and a simple ribbon-tied wrap — there's a tick-box at checkout to add this, no charge. For larger or bespoke gifts, drop us a line and we'll arrange something more considered.

We are an online studio rather than a physical store, but we are happy to send additional photographs, video, or samples — just write to [email protected]. Trade clients can request a curated sample box for project work.

Small UK items are with you within 3–5 working days. Larger pieces ship on a two-person service in 2–3 weeks, and made-to-order furniture is typically 8–12 weeks from order.

You can see the full breakdown on our Delivery page.

Standard UK delivery is £8.50, and it's complimentary on all orders over £150. Furniture and bespoke pieces are quoted individually at checkout, depending on size, weight and destination.

Yes, to most destinations worldwide. Rates are calculated at checkout based on size and weight. Local import duties are the responsibility of the recipient. For larger international projects, the trade team can arrange a managed export with full documentation.

Yes — as soon as your order leaves us you'll receive an email with your tracking link. Larger pieces shipped by our two-person courier will be booked in by phone or email to agree a four-hour delivery window.

We're sorry — please don't unpack further. Photograph the packaging and the piece exactly as you found it, and write to [email protected] within 48 hours of receipt. We'll take it from there.

We accept returns on UK Mainland orders within 7 days of dispatch, provided the item is unused and in its original packaging. The full policy lives on our Returns page.

The following are non-returnable:

• Sale items
• Made-to-order or bespoke pieces
• Customised or tailored items
• Commissioned works
• Artwork and prints

Once we've received and inspected the item, we'll respond within 3 working days. Approved refunds clear to your original payment method within 7–10 working days. Original delivery charges are non-refundable.

Not at present. If you'd like a different colour, finish or size, please return the original piece and place a new order — we'll do our best to hold the new piece for you while the return is on its way.

The majority are made in the UK and across Europe — Bristol, Portugal, the South of France, Tuscany. We work with a small group of makers we've come to know personally, plus a handful of antique dealers for one-of-a-kind pieces. Each product page lists provenance and material.

Yes — fabric, paint and tile samples can be ordered directly through the site. Most are free for the first three, with a small charge for additional swatches. We aim to dispatch samples within 2 working days.

Handthrown ceramics, woven baskets and hand-loomed textiles all carry small variations — colour, weight, grain, weave. We see these as marks of authenticity rather than flaws. Made-to-order furniture may also vary by up to 20% on stated dimensions.

Most of our ceramics are dishwasher safe but happiest hand-washed in warm, soapy water. Avoid sudden temperature changes and rough scouring pads. For pieces with unglazed bases, dry thoroughly before storing.

Cool wash on a delicate cycle with a gentle, non-bio detergent. Line-dry where possible — linen loves the air. Iron on a medium setting while still slightly damp for the softest finish. Dry-clean only items are marked clearly on the product page.

Yes — we offer a tiered trade programme for interior designers, architects and developers. Apply at [email protected] with your studio name, website and the projects you're working on. Approvals usually come back within 2 working days.

Absolutely — that's the day job. Our design studio offers full-service interiors, virtual design, and 1:1 expert calls. More on the House Nine Design Studio site.

Please write to [email protected] with the publication, the angle, and any deadline. We're happy to supply imagery, samples and loan pieces where we can.

No — guest checkout is available. An account is useful for tracking past orders, saving a wishlist, and speeding up future purchases, but it's entirely optional.

Every email we send carries an unsubscribe link in the footer — one click is all it takes. You can also write to [email protected] and we'll remove you manually.

Only what's necessary to fulfil your order and, if you've opted in, send you our occasional editorial newsletter. The full details — including your rights under GDPR — are on the Privacy page.