FAQ's

HOW DO I PLACE AN ORDER?
For Trade professionals – In order to apply for a trade account, we kindly ask you to have your company registered with us.

Only after successful validation you will be granted access to all the information reserved for trade professionals.

WHAT IS THE STANDARD LEAD TIME?
Our lead time is 8-12 weeks from the moment the order is confirmed. This excludes transportation.
This is subject to variations depending on the order volume and time of the year (i.e. Christmas closure tends to increase lead time in 1-2 weeks)

CAN THE PIECES BE CUSTOMISED?

Everything is available as shown on our website. We are not able to customise any designs, however the benefit is that we hold 95% of items in stock in overseas warehouse. 

CAN I ORDER SAMPLES?

Although we are not able to offer wood finish samples by post. We can arrange an appointment to discuss the project, review finishes samples and provide a complete set of finishes on deposit (POA).

WHAT IS THE STATUS OF MY ORDER? HOW DO I TRACK MY ORDER?
From the moment the order is confirmed, your client relations specialist will be your point of contact regarding your order status.

DOES ONE LONDON HOUSE TAKE CARE OF SHIPPING?
One London House ships to the UK, Channel Islands & Europe. Our client relations specialists can help you with the shipment of your order.

HOW CAN I TAKE CARE OF MY PRODUCT?
Taking care of your products is very important to ensure its durability and longevity in the best possible conditions.
That is why we recommend you to follow our care & maintenance guides.

HOW CAN I GET ACCESS TO HIGH RESOLUTION IMAGES?
High resolution images are only provided to customers or members of the press.
If you’re already a customer, please contact your usual client relations specialist.
If you’re a member of the press, please email hello@onelondonhouse.com for a press account. After successful registration validation, you can request the images or other material you may need to publish an article or piece about our collection.

One London House works with many Private, Public, and Third Sector organisations and individuals including investors, landlords and private customers; property managers and agents; residents and tenants; porters and building managers; developers, construction companies, build-to-rent investors and other property providers as well as all our suppliers, employees and others who facilitate our services. 

We take that duty very seriously. Trust is fundamental to everything that we do, and one aspect of that trust is the security and privacy of all personal data.

This statement gives an overview of our commitment to you and shows how we fulfil our responsibilities under the relevant legislation including the UK’s Data Protection Act (DPA) and the EU’s General Data Protection Regulation (GDPR). Personal Data Held

• Our overriding principle is that we treat all personal data as confidential. • We comply with all relevant legislation including the DPA & GDPR, to ensure that we maintain the high standards of confidentiality, privacy and security necessary to maintain the trust of our customers and all others with whom we work. 

• The great majority of personal data we gather is required to fulfill our services. For customers and potential customers, we gather the data relevant to processing their orders and managing accounts such as name, address, email, phone numbers and website. This data is provided by our customers, suppliers and other affiliates related to providing the services.

• Reflecting the diverse nature of our customer base and the other contacts with whom we work, we hold ‘company contact’ information relating to the legal/billing entity with whom we trade. We also hold ‘person contact’ data relating to individuals within the organisation with whom we interact. (NB where we trade with a private individual, the company contact data may be the same as for the person contact.)

• We typically obtain data directly from our customers and contacts by phone, email or in person. We also obtain data from websites, enquiries, responses to marketing campaigns and publicly available sources including ArchiEXPO. Third parties provide personal data such as where we are engaged by an agent on behalf of their client; in this case we check that consent has been provided by the subject to share the data.

• Personal data is held within our GDPR-compliant Microsoft Office 365 

• We use personal data to provide our services effectively and efficiently. This includes sending quotes, orders, invoices & statements, usually by email and resolving any queries. We will contact the relevant person using the most appropriate means in the circumstances. We may take photographs of installations to demonstrate fulfilment or show any issues identified. We use the data for processing payments and conducting credit checks where applicable.

• We use anonymised data for general analysis purposes. Any analysis containing any personal data is treated as confidential and subject to our privacy policies.

• We do not provide personal data to any third parties except where necessary to fulfil orders or marketing third party software MailChimp. Any subcontractors with whom we may share personal data have contractual obligations to meet our safeguarding requirements. We may also share personal data with relevant authorities where required by law but only to the extent required.

• Personal data unrelated to the customer that is shared with us purely to fulfil orders, such as access contact information, is treated confidentially. We will not use this for any other purpose.

• Before sharing any personal data in the instances above, we will ensure that the other party is compliant with the regulations and our policies. Personal data is provided only where it is needed and on the basis that no consent is given to hold the data beyond the transaction in question or to use it for any other purpose. • Where the required consent has been given, One London House may use your data for basic sales or marketing. We do not share any personal data with any third parties for marketing except outsourced marketing on our behalf and subject to our controls.

• We will not hold any personal data on you without your consent. If you withdraw your consent to hold a particular item of personal data, it will be amended or deleted as requested. If you request to remove all personal data, all records will be deleted at the next routine cleansing.

• We hope that you will consent to allow us to use your data occasionally for selected marketing purposes that are relevant to you. If so, we will ask you to specify the communication means you consent to receive. (As mentioned, any such communication will come only from us.)

• If you are unwilling to receive any marketing information from us at all, you may still allow us to hold the data purely for transactional purposes. In this case, we will communicate with you only in relation to orders or enquiries you place and related accounting matters.

Your Rights Subject to any legal requirements, you have the following rights:

• To be informed whether we hold any personal information about you;

• To be informed of the personal information we hold;

• To correct your data or change your consent to what personal data is held or how it is used. Amending & Updating Your Personal Data

• Please notify us of any change to your personal data or consent to either your ‘person contact’ information or any related ‘company contact’ data that you are authorised to amend. • To amend any data or consent, please send an email to hello@onelondonhouse.com specifying the change required. This enables us to confirm your identity. 

Questions • If you have any questions regarding your data or our policies relating to privacy and personal data security, please contact us. We will respond within 7 days.

• If we have any questions regarding your status or requests, we will contact you to clarify them