Please note that our goods are sent in branded boxes. If you require an unmarked box if the item is for a gift then please be sure to tick the box requesting unmarked packaging in the checkout.

Shipping Policy

Postage is FREE on orders over £40 to UK addresses and £3.95 on orders under £40 to all UK addresses.

When we refer to ‘Working Day’ or ‘Next Working Day’ our definition of a working day is Monday to Friday inclusive, a weekday! While we acknowledge not all people work a Monday to Friday week, this is how the postal and courier companies we work with define it and we do too.

Standard delivery: Your order will be shipped by our designated Courier at 2.30 pm on the next working day after your order is placed (or on the same day if your order is received before 2 pm). We expect to have your order to you within 3 working days of dispatch. We do not send parcels over the weekend or on bank holidays, and orders will not arrive on weekend or Bank holiday days either. We try to keep postage to the lowest charge possible but with a good service.

Next day delivery: Your order will be shipped by our designated Courier at 2.30 pm on the next working day after your order is placed (or on the same day if your order is received before 2 pm). We expect to have your order to you within 1 working day of dispatch. We do not send parcels over the weekend or on bank holidays, and orders will not arrive on weekend or Bank holiday days either. We try to keep postage to the lowest charge possible but with a good service.

Worldwide shipping: Worldwide shipping is available for very reasonable rates and should also arrive within 3 working days of dispatch, provided goods are not held by customs. When in the checkout area enter your shipping address and postage will be calculated based on the weight of items. We ship worldwide using DHL, Royal Mail and FedEX.

There may be times be a delay to orders for reasons beyond our control however, we will keep you informed at all times if there is an unexpected delay to your order.

Christmas Shipping Dates

Last orders for delivery in time for Christmas (delivery Christmas Eve) must be made by 2pm Thursday 19th December when ordering with Standard Delivery, or by 12pm Mon 23rd December when ordering with Next Day Delivery.

Any orders received after this will be dispatched on the next available shipping date, which is Mon 30th December (date of receipt will depend on type of shipping purchased): Orders placed between 12pm Monday 23rd December and 12pm Monday 30th December will be dispatched on the 30th December, after this we will still be taking orders online but they will not be shipped until our warehouse reopens fully on Thursday 2nd January 2020.

Last Christmas posting dates for orders placed on this website:

SERVICE LAST ORDERS TO BE RECEIVED BY
Express Delivery* 12 pm Monday 23rd December 2019
Standard Delivery 2 pm Thursday 19th December 2019
Overseas/International Delivery As early as 13th December depending on country/location.
Please contact us to check if unsure.
Normal Service Resumes Thursday 2nd January 2020

*Our Express Delivery is a Next Working Day delivery service but we can never guarantee this.

Additional Info:

NO PARCELS WILL BE SENT OUT ON CHRISTMAS EVE. Please note that if your parcel is due to arrive on Christmas Eve (24th December), our offices will close early on this date so please call as early as possible to follow up any late deliveries. You can see our online shop opening hours HERE.

From experience, due to the volume of parcels being handled at this time of the year, we would anticipate delays to deliveries expected in the run up to Christmas and particularly on Christmas Eve. Tracking details will be supplied on request for you (before we close for Christmas) for you to contact our courier directly where-ever possible. If you need any assistance please provide your order number and surname in an email to enquiries@houseofmarbles.com.

Returns Policy

Our returns policy is simple! If for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you just don’t like it, you must return the item(s) to us unused and in its original condition within 10 days for a prompt replacement, exchange or refund.

Simply click on the “contact us” link below and ask for a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return.

Faulty or defective items: If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us. The item(s) must be returned within 10 days of purchase.

Change of mind: Goods returned to us because of a change of mind must be unused and in perfect, re-saleable condition (including product packaging, instructions, etc), otherwise we will not be able to refund you; you are responsible for any other service provided to you in connection with your purchase, e.g. delivery charge. The item(s) must be returned within 10 days of purchase.

Items lost in transit: We cannot be held responsible for packages lost in transit: You are responsible for returning the item(s) to us, we recommend sending the package by Recorded Delivery.

Refunds, replacement and exchanges: Refunds for items that are defective or faulty or the result of a change of mind and returned to House of Marbles within 10 days, a refund, replacement or exchange will be processed within 7 working days of receipt of the returned item(s) by House of Marbles. A refund will be made in the same form of payment that was used to make the initial purchase, or by cheque. Please note that item(s) that are returned to us that are not faulty or defective but as a result of change of mind will have the return shipping costs deducted from the refund if we have collected the item.