If, upon receipt, you find that your item has been damaged during transit then please contact us via email within 7 days of receiving your parcel. We will then despatch a replacement or process a refund.

Should you have, or wish, to return an item bought from us, we will be happy to refund or exchange a product provided it is in fully resalable condition. You have 14 days in which to change or cancel your contract (order) and then 14 days in which to return your goods. These goods should be returned in their original, undamaged packaging. If we find that the product has not been returned to us in fully resalable condition, i.e has been mishandled or used insufficient returns packaging then we reserve the right to refuse a refund on the item or issue a refund in part.

The customer is responsible for the return postage if you have changed your mind and wish to return your item for a refund. 

Note: Personalised items cannot be returned under the terms of The Consumer Rights Act 2015.

Returns should be sent back to the following address with your order number or original invoice enclosed within the parcel.

The House of Pallets

Barberry Cottage 

Martham Road

West Somerton 


NR29 4DH

Damage to your personalised item.

If your item has been received damaged we will, of course, replace that item. If you wish to change any part of the personalised message on the replacement then this will be charged at £10.

Lost or Stolen Parcels.

Those customers that have made their own arrangements directly with a delivery company to leave their parcel in a “safe place” do so at their own risk. The House of Pallets is not liable for lost or stolen parcels where personal arrangements have been made between the customer and the delivery company.