Terms & Conditions
FREYA + THE HOUSE
Terms & Conditions
Last updated: 4 November 2026
Welcome to Freya + The House.
We are an independent interiors business specialising in carefully sourced antique and vintage furniture, lighting, decorative objects and artwork, alongside original design including furniture, lighting and decorative objects.
By purchasing from our website, you agree to the following Terms & Conditions. Please read them carefully before placing an order.
These terms are intended to protect both our customers and our business while ensuring a transparent and considered shopping experience.
Nothing in these terms affects your statutory consumer rights.
1. About Us
Freya + The House is operated by:
Business name: Freya + The House
Registered or business address: unit 3 cotton mill, N15 6AQ
Email: [email protected]
Website: www.freyaandthehouse.com
Company registration number:
VAT registration number:
For any enquiries regarding products, orders, deliveries or returns, please contact us using the email address above.
2. General Terms
By accessing our website or placing an order, you agree to comply with these Terms & Conditions.
We reserve the right to update our website, product collections, pricing and Terms & Conditions where appropriate.
The version of these terms applicable to your purchase will be the version in force when your order is accepted. Any subsequent changes will not retrospectively alter an existing contract without your agreement.
These terms apply to purchases made by consumers. Trade or commercial purchases may be subject to separate written terms where agreed and permitted by law.
3. Antique & Vintage Pieces
Our antique and vintage collection consists predominantly of individual, pre-owned pieces, each selected for its craftsmanship, character, historical interest and design.
By their nature, antique and vintage items may display evidence of previous ownership, including:
- Age-related wear, patina and surface marks
- Scratches, dents, chips and discolouration
- Oxidation, tarnishing and natural material changes
- Historical repairs, alterations or restoration
- Variations in colour, finish, texture and construction
Such characteristics are often part of the individuality and appeal of an antique or vintage piece.
We endeavour to describe each item accurately, including material condition issues, restoration and significant imperfections where known.
Age-related characteristics specifically identified in the product description should be considered when purchasing. However, general statements about age and wear do not exclude our responsibility to describe goods accurately or supply goods of satisfactory quality, taking their age and other relevant circumstances into account.
Customers are encouraged to review all photographs, descriptions and dimensions before purchasing.
Additional photographs, measurements and condition information can be requested before purchase by emailing [email protected].
4. Authenticity, Age & Provenance
We make every reasonable effort to research and accurately represent the origin, age, materials and attribution of our antique and vintage pieces.
Where an item is described as attributed to, in the style of, believed to be, circa or possibly, this reflects the level of information and certainty available.
Age estimates and historical attributions may be based on stylistic research, construction methods, materials and available provenance.
Any documented provenance or formal authentication will be identified where available.
We do not represent an attribution as definitively established unless supported by appropriate evidence.
Any new material information discovered before dispatch that significantly changes an item's description will be communicated to the customer.
5. Product Information, Photography & Measurements
We aim to represent our products as faithfully as possible.
Product photographs form part of the information provided to customers, although slight differences in colour may occur due to lighting conditions, photography and individual screen settings.
Dimensions are provided in centimetres unless otherwise stated.
Measurements of antique and vintage pieces may be approximate due to their age, construction and irregularity of form. Any known material variations will be disclosed.
Customers are responsible for reviewing the published dimensions and checking that an item is suitable for its intended space.
For larger pieces, particular attention should be paid to doorways, staircases, lifts and access routes.
Props, accessories and styling elements shown in photographs are not included unless expressly stated in the product description.
6. Pricing & Payment
All prices are displayed in pounds sterling (GBP).
Prices include applicable UK taxes where required. Any additional delivery charges will be clearly communicated before an order is completed.
Where applicable, VAT is accounted for in accordance with the relevant regulations, including any applicable second-hand goods margin scheme.
We reserve the right to amend prices before an order has been accepted.
In the event of an obvious pricing or listing error, we will contact you before accepting the order. You may then choose whether to proceed at the corrected price.
If an order has already been paid for but cannot be accepted, a full refund will be issued.
Payment must be made through the payment methods available at checkout or as otherwise agreed in writing.
Orders will not be dispatched until the required payment has been received.
7. Orders & Availability
Many of our antique and vintage pieces are one of a kind.
Although we take care to maintain accurate stock information, occasional simultaneous purchases or stock discrepancies may occur.
An automated acknowledgement confirms receipt of your order but does not necessarily constitute acceptance.
A contract is formed when we expressly accept your order by email or confirm dispatch, whichever occurs first. For bespoke commissions, acceptance occurs when we issue written confirmation of the agreed commission.
If an item becomes unavailable before acceptance, we will notify you and refund any payment received for that item.
We reserve the right to decline an order for legitimate reasons, including stock unavailability, payment verification issues or delivery restrictions.
We will not cancel an accepted order without a lawful or contractual basis.
8. Shipping & Delivery
We offer delivery throughout the United Kingdom, subject to the size, weight, fragility and location of the item.
Delivery options and charges vary depending on the nature of the product.
Small items
Smaller decorative objects, artwork and accessories are generally dispatched using a reputable parcel courier.
Furniture and larger items
Furniture, oversized lighting and fragile pieces may require a specialist furniture courier or dedicated delivery service.
Delivery arrangements and charges will be provided before purchase. Where a delivery cost cannot be calculated automatically, we will confirm the price with you before the order is finalised.
Dispatch and delivery times
Estimated dispatch and delivery periods will be specified on the product listing, at checkout or in your order confirmation.
Unless a different delivery period is agreed with you, goods will be delivered without undue delay and within 30 days of the contract being formed.
Made-to-order and commissioned pieces have separate agreed production and delivery schedules, detailed in Section 12.
Delivery arrangements
For large furniture or specialist deliveries, a member of our team or our delivery partner may contact you to arrange a suitable delivery date.
Unless otherwise stated, specialist deliveries are made to an accessible ground-floor entrance.
Additional services, including carrying items upstairs, placement within a room, assembly or installation, must be arranged in advance and may incur additional charges.
Any such charges will be agreed before the service is booked.
Access requirements
Customers must provide accurate delivery information, including relevant access restrictions, parking limitations, narrow entrances, stairs and lift availability.
Please ensure that the purchased item will fit through all necessary access points.
Where delivery cannot be completed because previously undisclosed access restrictions make it impracticable, we will discuss alternative arrangements.
Reasonable additional delivery charges may apply where properly disclosed and agreed, without affecting statutory rights.
Missed deliveries
Where a delivery has been agreed and the customer is unavailable, reasonable redelivery or storage charges may apply if previously communicated and legally recoverable.
Delivery delays
We will notify you if a delivery is delayed and provide updated information.
If delivery cannot take place within the agreed period, your rights under applicable consumer legislation will apply, including the right to cancel and receive a refund in the circumstances provided by law.
9. Collection
Collection may be available for selected items by prior arrangement.
Please contact us before purchasing if you would prefer to collect your order.
Collections must be arranged for an agreed date and location.
Customers collecting large or fragile items should ensure that suitable transport, equipment and assistance are available.
Where we assist with loading, this does not remove our legal responsibility for any damage caused by our negligence.
For consumer purchases, risk passes in accordance with applicable law when the goods come into the physical possession of the customer or an authorised recipient.
10. International Shipping
International delivery may be available upon request.
Please contact us before ordering to discuss the destination, item dimensions and suitable shipping arrangements.
International delivery costs will be quoted individually.
Depending on the destination and agreed shipping terms, import duties, local taxes, customs clearance charges and other destination-country fees may be payable by the recipient.
Any charges payable by the customer will be explained before the purchase is completed, so far as they can reasonably be calculated.
Customers are responsible for complying with applicable local import requirements.
We reserve the right not to offer international shipping where transport, legal restrictions or product safety requirements prevent us from doing so.
International consumer protection rights may vary. Nothing in these terms removes mandatory legal rights that apply in the customer's country.
11. Returns & Refunds — Antique, Vintage & In-Stock Products
We hope you will be delighted with your purchase. However, we understand that occasionally an item may not be suitable.
Your right to cancel
For eligible items purchased online, you have the right to cancel your order within 14 days of receiving the goods, without providing a reason.
Where an order is delivered in separate instalments, the cancellation period generally begins on receipt of the final item.
To exercise this right, please email [email protected] within the cancellation period, clearly stating your intention to cancel.
Please include your order number and the item you wish to return.
You then have a further 14 days from notifying us of cancellation to return the goods.
Return conditions
You may inspect and handle an item to the extent reasonably necessary to establish its nature, characteristics and functioning, as you would in a physical shop.
Please take particular care with antique and vintage items, which may be fragile or irreplaceable.
Items should be securely packaged for return using suitable protective materials.
We may make a proportionate deduction from the refund where the value of an item has been diminished by handling beyond what is reasonably necessary to inspect it, as permitted by law.
Return shipping costs
For a change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods, provided this has been communicated before purchase.
Smaller items may be returned using a suitably insured and tracked delivery service.
Large furniture, heavy items and fragile pieces may require a specialist courier.
For items that cannot normally be returned by post, the estimated direct return cost, or a reasonable maximum estimate where an exact cost cannot be calculated in advance, will be provided before purchase.
Customers may arrange their own suitable return transport or contact us for assistance.
Any collection arranged by Freya + The House at the customer's expense must be agreed in advance.
Refunds
Where an eligible order is cancelled under the statutory cancellation right, we will refund the purchase price and applicable standard outward delivery costs.
If a more expensive delivery option was selected, we are only required to refund the equivalent cost of our least expensive generally acceptable standard delivery option.
Refunds will be issued using the original payment method unless expressly agreed otherwise.
Where we have not agreed to collect the goods, refunds will be made without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever is earlier.
Where we have agreed to collect the goods, refunds will be made within the period required by law.
No administration or restocking fee will be charged for exercising a statutory cancellation right.
Return address
Please contact us for the correct returns address and instructions before sending your item.
Returns address: [Insert full geographical returns address]
Sale items
Reduced-price and sale items remain subject to the same statutory cancellation and consumer rights as full-price products.
12. Freya + The House — Original Designs & Made-to-Order Collection
Alongside our antique and vintage collection, Freya + The House offers original furniture and lighting designs, with selected pieces produced following an order.
Depending on the design, items may be manufactured by specialist workshops and craftspeople.
Standard made-to-order designs
Certain products are produced after an order has been placed rather than held in stock.
These may include standard designs available in established finishes, dimensions or specifications.
Bespoke and commissioned designs
Bespoke pieces are those manufactured to a customer's individual specifications or clearly personalised for that customer.
These may include specially commissioned dimensions, individually developed designs, unique configurations or other agreed customer-specific requirements.
Where a product qualifies as genuinely bespoke or personalised under the Consumer Contracts Regulations, the statutory 14-day change-of-mind cancellation right does not apply.
This exception will be made clear before the order is placed.
Customers should therefore review all relevant details carefully before approving a bespoke commission.
Design approval
For bespoke commissions, we will confirm the agreed specification in writing before production.
Depending on the project, this may include drawings, dimensions, materials, finishes, quantities, pricing and estimated lead times.
Customers are responsible for reviewing and approving the agreed specification.
Any amendments requested after approval may affect the price, production schedule or feasibility of the commission.
We will not make material changes to an approved design without the customer's agreement.
Production lead times
Production periods vary depending on the complexity of the piece, manufacturing process, materials and workshop availability.
An estimated production and delivery period will be agreed before the order is accepted.
Where a delay arises, we will contact the customer and discuss a revised schedule.
Customers retain their applicable legal rights in the event of late delivery or non-performance.
Handcrafted characteristics
Many original designs incorporate materials and processes that produce natural variation.
Finishes such as aged brass, bronze, patinated metal, natural timber and hand-applied surface treatments may display subtle differences between pieces.
Natural variation in grain, tone, patina and handmade detailing is part of the character of these materials.
Where samples or reference photographs are provided, they are intended to illustrate the agreed finish and overall character.
Any agreed dimensional tolerances or material variations will be explained before purchase.
Such variations do not excuse a product that fails to meet its agreed description or specification.
Bespoke deposits and payment
Bespoke commissions may require a deposit of 50% or payment in stages.
The amount, payment schedule and relevant cancellation terms will be agreed in writing before the order is accepted.
Any deposit or cancellation charge will be fair and proportionate to the circumstances, taking account of work completed, costs reasonably incurred and costs saved.
Deposits will not be automatically forfeited simply because they are described as non-refundable.
Cancellation of Bespoke Commissions
All bespoke commissions are individually produced to the customer's agreed specifications. Once an order has been confirmed, cancellation cannot be guaranteed.
Where cancellation is requested, any refund will be assessed according to the stage of production, materials purchased, work completed and costs reasonably incurred. Freya + The House reserves the right to retain or recover reasonable costs and losses directly resulting from the cancellation, taking account of any costs saved or losses that can reasonably be avoided.
Genuinely bespoke or personalised items are exempt from the statutory 14-day change-of-mind cancellation period. This does not affect your statutory rights where goods are faulty, not as described or do not meet the agreed specification.
Returns and defects
A genuinely bespoke or personalised product cannot ordinarily be returned solely because the customer has changed their mind.
However, bespoke and made-to-order products remain fully protected by applicable consumer legislation.
If an item is faulty, not as described, unsafe or materially different from the agreed specification, customers are entitled to the remedies provided by law.
13. Lighting & Electrical Products
Our lighting collection may include antique, vintage, restored and newly manufactured pieces.
Electrical products supplied for use must meet applicable product safety requirements.
Where relevant, individual product descriptions will indicate whether an antique or vintage light has been rewired, restored, tested or otherwise adapted for modern electrical use.
Original lighting designs will be supplied with the applicable electrical specifications and safety information.
Installation
Hardwired lighting must be installed by a suitably qualified electrician in accordance with applicable regulations.
Customers must follow the supplied installation, maintenance and electrical safety instructions.
Freya + The House is not responsible for damage caused by incorrect third-party installation, inappropriate use or unauthorised modifications, except where responsibility remains with us under applicable law.
Bulbs and accessories
Bulbs, ceiling fixings and installation accessories are included only where expressly specified.
Customers should check the stated electrical requirements, dimensions and suitability before purchase.
Decorative or non-operational lighting
Where a piece is offered for display rather than electrical use, this will be clearly stated.
Such items must not be connected to an electrical supply unless and until they have been professionally assessed and made safe and suitable for that purpose.
All items offered for sale must still comply with applicable product safety requirements.
14. Furniture Safety, Suitability & Care
Customers should use furniture and decorative objects only for their intended purposes.
Certain antique pieces may require particular care due to their age, materials or construction.
Where relevant, we will provide information about known structural or practical limitations.
Upholstered furniture supplied for domestic use must comply with applicable fire safety legislation, subject to any specific lawful exemptions.
Wall-mounted furniture, mirrors and heavy objects must be securely fixed using appropriate fixings for the wall type and load.
Customers should seek professional installation advice where required.
Freya + The House is not responsible for damage arising solely from improper installation or use by the customer or a third party, except where applicable law provides otherwise.
15. Damaged, Faulty or Incorrect Items
Every order is prepared with care, but occasionally problems can arise during transport.
If an item arrives damaged, faulty or materially different from its description, please contact us as soon as reasonably possible.
We recommend photographing the item, packaging and any visible damage to help us investigate the issue and arrange an appropriate resolution.
For transit damage, notification within 48 hours is helpful but is not a condition of your statutory rights.
Where goods do not conform to the contract, we will provide the appropriate remedy under UK consumer law, which may include a refund, repair, replacement or price reduction.
Where a refund or return is required because goods are faulty or incorrectly supplied, Freya + The House will bear the reasonable return costs as required by law.
For one-of-a-kind antique and vintage items, an identical replacement may not be available.
In such circumstances, we will discuss the remedies available under consumer legislation.
16. Consumer Rights
Freya + The House is under a legal duty to supply goods that conform to the contract.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for their intended purpose, taking account of all relevant circumstances.
These rights apply to both new and second-hand goods.
For antique and vintage products, reasonable expectations of quality take account of factors including age, price, condition and description.
Where goods breach the relevant statutory requirements, consumers may have a short-term right to reject within 30 days and further rights to repair, replacement, price reduction or rejection as provided by law.
Nothing in these Terms & Conditions excludes or restricts these statutory rights.
17. Storage & Delayed Collection
Where customers request that delivery or collection be postponed, we will endeavour to accommodate reasonable arrangements.
Any charge for extended storage must be clearly communicated and agreed in advance.
Where an item remains uncollected after the agreed period, we will contact the customer to arrange an appropriate resolution.
We will not treat goods as abandoned or dispose of them without following applicable legal requirements.
18. Product Care & Maintenance
Antique, vintage and handcrafted products may require specialist care.
We recommend avoiding prolonged exposure to direct sunlight, excessive moisture, extreme temperatures and inappropriate cleaning products.
Natural materials, including wood, leather, stone and metal, may change subtly over time.
Unlacquered brass, bronze and other living finishes may develop patina through exposure and handling.
Customers should follow any specific care instructions supplied with their purchase.
Normal ageing and wear arising from appropriate use are not necessarily defects, but this does not affect legal rights where a product fails to meet the standard required by law.
19. Intellectual Property
All original Freya + The House designs, photographs, illustrations, drawings, text, graphics, branding and other original website content are protected by applicable intellectual property laws.
These materials may not be copied, reproduced, distributed or used commercially without permission from the relevant rights holder, except where permitted by law.
Original furniture and lighting designs remain the intellectual property of Freya + The House or the relevant rights holder unless expressly agreed otherwise in writing.
Purchase of a product does not transfer copyright or design rights in that product.
20. Website Accuracy & Availability
We take reasonable care to ensure that product listings, descriptions and website information are accurate and up to date.
Occasionally, typographical errors, technical problems or omissions may occur.
We reserve the right to correct errors and update information.
Where an error materially affects an order that has already been accepted, we will contact the customer to agree an appropriate resolution in accordance with applicable law.
We do not guarantee uninterrupted website availability and may temporarily restrict access for maintenance or security purposes.
21. Liability
Freya + The House is responsible for losses caused by our breach of contract or failure to exercise reasonable care and skill where those losses are reasonably foreseeable.
We are not responsible for losses caused solely by circumstances outside our control where no legal responsibility arises on our part.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory consumer rights or any other liability that cannot legally be excluded.
For consumers purchasing for private use, we do not seek to exclude rights or remedies provided by applicable consumer legislation.
22. Events Outside Our Reasonable Control
Occasionally, circumstances outside our reasonable control may affect the fulfilment of an order.
These may include exceptional transport disruption, natural disasters, industrial action, import restrictions or other significant events.
Where such circumstances arise, we will notify affected customers as soon as reasonably possible and take appropriate steps to minimise disruption.
We will discuss revised delivery arrangements or cancellation where appropriate.
Nothing in this section removes a customer's statutory rights.
23. Privacy & Personal Information
We respect the privacy of our customers.
Personal information provided when placing an order or contacting us will be handled in accordance with applicable data protection legislation.
We may process information necessary to fulfil orders, arrange deliveries, respond to enquiries and meet legal or accounting obligations.
Further details about how we collect, use, store and protect personal information will be provided in our separate Privacy Policy.
Marketing communications will be sent only where permitted by applicable law. Customers may unsubscribe from marketing communications at any time.
Our use of cookies and similar technologies is explained in our separate Cookie Policy.
24. Website Links & Third Parties
Our website may include links to external websites or services.
We are not responsible for the content or independent privacy practices of third-party websites.
Payment, delivery and other service providers may operate under their own terms and privacy policies.
Where we arrange a third-party service as part of our contract with a customer, we remain responsible for our contractual and statutory obligations.
25. Complaints & Customer Service
We aim to provide a thoughtful and personal service.
If you have a concern regarding an order, product or experience, please contact us at:
Please provide your order number, a description of the issue and any relevant supporting photographs or information.
We will acknowledge your enquiry and work towards a fair and reasonable resolution.
Customers retain the right to seek independent advice and pursue remedies through appropriate legal or consumer protection channels.
26. Governing Law
These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to the customer.
Customers resident in Scotland or Northern Ireland retain their applicable statutory rights and may bring proceedings in the courts available to them under applicable law.
International customers retain any mandatory protections that cannot lawfully be excluded under the laws applicable to their purchase.
27. Contact
For product enquiries, sourcing requests, original designs, commissions, delivery arrangements or general customer service, please contact:
Freya + The House
[email protected]
www.freyaandthehouse.com
We are always happy to provide additional information before you make a purchase.
Model Cancellation Form
Complete and return this form only if you wish to cancel an eligible purchase. You may instead email us with any other clear statement of your decision to cancel.
To: Freya + The House
Email: [email protected]
Address: [Insert geographical business/returns address]
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature: (only if this form is submitted on paper)
Thank you for choosing Freya + The House. We hope your purchase brings individuality and character to your home for years to come.