Shipping policy
SHIPPING & DELIVERY POLICY
Last updated: August 2026
This Shipping & Delivery Policy explains how orders placed with House of JH Europe are processed and delivered.
Please read this policy together with our Terms of Service and Returns & Refund Policy.
1. STANDARD DELIVERY TIME
Our standard estimated delivery timeframe is:
5-7 weeks
unless a different timeframe is stated on the product page, at checkout or in your order confirmation.
Working days are Monday to Friday, excluding UK bank holidays.
The delivery timeframe begins on the next working day after your order has been accepted and payment has been successfully received.
For customised products where we require you to confirm specifications, measurements, fabrics, colours or other details before production begins, the lead time will begin on the next working day after the final specifications have been approved.
2. MADE-TO-ORDER FURNITURE
Many House of JH products are produced or prepared specifically after an order has been placed.
The 5-7 weeks timeframe may therefore include:
- order processing;
- production or manufacturing;
- quality checks;
- packaging;
- preparation for dispatch; and
- transportation to the delivery address.
Where a particular product requires a longer lead time, this will be communicated on the product page or before your order is accepted.
3. DELIVERY ESTIMATES
We make every reasonable effort to deliver your order within the timeframe communicated when you place your order.
Delivery dates and delivery windows are estimates unless we have expressly agreed a specific delivery date with you.
Furniture deliveries can occasionally be affected by circumstances including:
- manufacturing delays;
- material availability;
- international freight delays;
- customs clearance;
- port congestion;
- severe weather;
- road or transport disruption;
- carrier delays; or
- other circumstances outside our reasonable control.
If we become aware of a significant delay affecting your order, we will contact you using the details provided when you placed your order.
Nothing in this policy limits your statutory rights where an order is not delivered within the agreed delivery period.
4. UK DELIVERY AREAS
We deliver throughout the United Kingdom, subject to product availability and delivery-service availability in your area.
Standard delivery pricing and timeframes may differ for:
- Northern Ireland;
- the Scottish Highlands;
- Scottish Islands;
- Isle of Man;
- Isle of Wight;
- Channel Islands; and
- other remote or offshore locations.
Where an additional charge or longer delivery period applies, this will be shown at checkout or communicated to you before your order is accepted.
5. DELIVERY CHARGES
Applicable delivery charges will be displayed at checkout or communicated to you before your order is confirmed.
Delivery charges may depend on:
- the delivery location;
- product size;
- product weight;
- number of items;
- delivery method; and
- whether additional services are required.
For certain large furniture orders, we may need to calculate a delivery charge after receiving the delivery postcode.
Where this applies, we will provide the applicable charge before accepting the order.
You will not be charged additional delivery costs that were not disclosed or agreed before the relevant service is provided.
6. FREE DELIVERY PROMOTIONS
From time to time, House of JH Europe may offer free or discounted delivery.
Such promotions may:
- apply only to specific delivery areas;
- require a minimum order value;
- apply only to selected products;
- exclude remote or offshore locations; or
- be available only during a stated promotional period.
Any specific conditions will be communicated as part of the relevant promotion.
7. DELIVERY APPOINTMENTS
Large furniture orders will usually require a scheduled delivery.
Once your order is ready for delivery, House of JH Europe or our delivery partner may contact you by telephone, email or SMS to arrange or confirm delivery.
Depending on the service and location, you may receive:
- a delivery date;
- an estimated delivery window; and/or
- tracking or driver information.
Please ensure that the contact details supplied with your order are correct.
8. SOMEONE MUST BE AVAILABLE TO RECEIVE THE ORDER
For large furniture deliveries, an adult should be available at the delivery address during the agreed delivery period.
Where appropriate, another person may receive the order on your behalf.
If a delivery appointment has been agreed and delivery cannot be completed because:
- no one is available;
- we cannot obtain access to the property;
- incorrect delivery information was supplied; or
- access restrictions that we were not informed about prevent delivery, we may arrange redelivery.
A reasonable redelivery charge may apply where the failed delivery was caused by circumstances within the customer's control.
We will tell you about any applicable charge before arranging the additional delivery.
9. ACCESS TO YOUR PROPERTY
Furniture can be large and heavy.
Before placing your order, please check that the furniture you purchase can reasonably fit through all required access points at the delivery address.
This includes:
- entrance doors;
- internal doors;
- hallways;
- staircases;
- lifts;
- gates;
- passages;
- corners; and
- other restricted areas
Please also consider ceiling heights, stair turns and building-management restrictions.
Product dimensions are provided to help you assess whether an item will fit.
If you are unsure whether a product will fit into your property, please contact us before ordering.
10. ACCESS PROBLEMS
If accurate product dimensions have been supplied and our delivery team cannot reasonably move the furniture into the requested location because of insufficient access, we may:
- leave the item in another safe and accessible location at the property with your agreement;
- arrange redelivery;
- return the product to our delivery facility; or
- discuss another reasonable solution with you.
Reasonable additional costs may apply where the problem results from access restrictions that were not disclosed to us.
This does not apply where the access problem arose because dimensions or other material information supplied by House of JH Europe were inaccurate.
11. LARGE AND HEAVY FURNITURE
Certain products may require more than one delivery person or specialist handling.
Please ensure that the route into your property is clear before the delivery team arrives.
Customers should remove:
- fragile items;
- obstacles;
- decorative items;
- furniture obstructing access; and
- other objects that could reasonably interfere with delivery.
Our delivery team is not responsible for moving unrelated furniture or household items unless this service has been expressly agreed.
12. ASSEMBLY
Where assembly is included with your product or delivery service, this will be stated when you order.
If assembly is not included, the product may be delivered:
- fully assembled;
- partially assembled; or
- flat-packed, depending on the product.
Where assembly instructions are required, these will be supplied where appropriate.
Additional assembly services may be available for certain products or locations.
13. CHANGES TO YOUR DELIVERY ADDRESS
If you need to change your delivery address, contact us as soon as possible at:
We will make reasonable efforts to accommodate the request.
However, once an order has been dispatched, it may not be possible to change the delivery address.
An additional delivery charge may apply where changing the address results in additional transportation costs. We will tell you about any additional charge before making the change.
For security reasons, we may need to verify an address change before approving it.
14. ORDER TRACKING AND UPDATES
Where tracking is available, we will provide tracking information once your order has been dispatched.
For specialist furniture deliveries, conventional courier tracking may not always be available.
In these circumstances, we or our delivery partner will provide reasonable updates regarding the expected delivery.
15. MULTIPLE-ITEM ORDERS
Where you order multiple products, they may not always become available for delivery at exactly the same time.
We may:
- deliver all items together once the full order is ready; or
- arrange separate deliveries where appropriate.
Where separate deliveries would result in an additional charge to you, we will obtain your agreement before proceeding.
16. DELAYS
If we expect your order to be materially delayed beyond the agreed delivery timeframe, we will contact you as soon as reasonably practicable.
Where a delay occurs, we may provide:
- a revised estimated delivery date;
- information explaining the delay; and
- any options available to you.
If we fail to deliver within the agreed delivery period, you may have rights under UK consumer law, including in certain circumstances the right to set an additional reasonable deadline or cancel the contract and receive a refund.
Where delivery by a specific date was essential and this was communicated and agreed before the order was placed, different rights may apply.
Nothing in this Shipping Policy limits those statutory rights.
17. DAMAGED GOODS
Please inspect your order as soon as reasonably possible after delivery.
If you notice that an item has arrived:
- damaged;
- broken;
- defective;
- incomplete; or
- materially different from what you ordered, please contact us as soon as possible at:
Please provide:
- your order number;
- a description of the problem; and
- photographs or video where reasonably possible.
This allows us to investigate the issue more quickly.
You do not lose your statutory rights simply because damage was not identified or reported immediately at the time of delivery.
18. DELIVERY DAMAGE
Where an item is damaged during transportation using a carrier arranged by House of JH Europe, we will work with you to provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, this may include:
- repair;
- replacement;
- collection;
- refund; or
- another appropriate remedy.
You will not be required to pursue our delivery company directly for a problem that House of JH Europe is legally responsible for resolving.
19. RISK DURING DELIVERY
House of JH Europe remains responsible for the goods while they are being transported by a carrier arranged or offered by us.
Risk generally passes to you when you, or a person you have nominated other than the carrier, takes physical possession of the goods.
If you independently arrange your own carrier and that carrier was not offered by House of JH Europe, different rules may apply.
20. MISSED OR FAILED DELIVERY
If delivery cannot be completed because no one is available at an agreed delivery appointment, we may contact you to arrange another delivery.
A reasonable redelivery charge may apply where the failed delivery resulted from circumstances within your control.
Where the failure was caused by House of JH Europe or our appointed delivery partner, you will not be charged for redelivery.
21. COLLECTIONS
Where collection is offered for a particular product, collection arrangements will be communicated to you.
You should not travel to collect an order until we have confirmed that the order is ready.
Proof of order or identification may be required when collecting an order.
Risk in the goods generally passes to you when you or your nominated person takes physical possession of them.
22. EUROPEAN AND INTERNATIONAL DELIVERY
Where House of JH Europe offers delivery outside the United Kingdom, delivery periods and costs may differ from our standard UK delivery arrangements.
International orders may be affected by:
- international freight;
- customs clearance;
- local delivery networks;
- import procedures; and
- destination-country requirements.
The applicable delivery charge and estimated delivery timeframe will be communicated before the order is accepted.
Where customs duties, import taxes or other charges are payable by the customer, this will be communicated before purchase where required by applicable law.
Customers purchasing outside the UK may also have mandatory consumer rights under the laws of their country of residence.
23. RETURNS
Shipping a product back to House of JH Europe is governed by our separate:
Returns & Refund Policy
Large furniture may require specialist collection rather than normal postal return.
Customers should contact us before arranging the return of furniture.
24. EVENTS OUTSIDE OUR REASONABLE CONTROL
Occasionally delivery may be affected by circumstances genuinely outside our reasonable control.
These may include:
- severe weather;
- natural disasters;
- major transport disruption;
- port closures;
- strikes;
- civil unrest;
- government restrictions;
- major infrastructure failures; or
- other exceptional events.
Where such an event occurs, we will make reasonable efforts to minimise its impact and keep affected customers informed.
If an event causes a substantial delay or prevents us from fulfilling the order, your rights under applicable law remain unaffected.
25. CONTACT US
For questions about an order or delivery, please contact:
House of JH Europe
Email: info@houseofjh.co.za
Telephone: +27 672170096 (Available on WhatsApp)
Business address: Courier Point Unit 170797, Courier Point, 13 Freeland Park, Wareham Road, Poole, BH16 6FH, United Kingdom
When contacting us about an existing order, please include your order number so that we can assist you more quickly.
Nothing in this Shipping & Delivery Policy excludes or restricts any statutory consumer rights that cannot legally be excluded.