Terms of service
House of S21 — Terms of Service
Beautiful home décor, thoughtfully chosen and delivered with care. 🩷
Last updated: 10 October 2026
Welcome to House of S21.
These Terms of Service explain the conditions that apply when you browse our website, purchase products or subscribe to our Monthly Mystery Subscription Box.
We believe shopping should be straightforward, transparent and enjoyable. We've written these terms to help you understand what to expect when shopping with us.
By placing an order through our website, you agree to these Terms of Service and any additional terms relevant to your purchase.
Nothing in these terms affects your statutory consumer rights.
1. About House of S21
House of S21 is an independent, family-run home décor business based in Stockton-on-Tees, England.
Our online store is operated by:
House of S21 Limited
Company Registration Number: 16457147
Registered in England and Wales.
Business address:
Unit 22, Primrose Hill Industrial Estate
Orde Wingate Way
Stockton-on-Tees
TS19 0GA
United Kingdom
Email: houseofs21@outlook.com
Website: houseofs21.com
Our website and online checkout are powered by Shopify.
All purchases made directly through our website are contracts between you and House of S21 Limited.
2. Using Our Website
You may browse our website and purchase products for lawful purposes.
When placing an order, you agree to provide accurate contact, billing and delivery information.
You are responsible for ensuring that the information provided is correct and for notifying us promptly if anything needs updating.
If you create a customer account, you are responsible for keeping your login details secure.
We reserve the right to restrict access to our website where reasonably necessary to prevent fraud, misuse or unlawful activity.
3. Our Products
At House of S21, we carefully select our products to offer a thoughtfully curated collection of home décor, gifts and seasonal pieces.
We make every reasonable effort to ensure product descriptions, photographs, dimensions and prices are accurate.
However, please be aware that:
- Colours may appear slightly different depending on your screen or device settings.
- Minor variations in finishes, textures or handmade details may occur.
- Product packaging may occasionally differ from photographs.
- Seasonal and limited-edition products may only be available while stocks last.
Any material differences affecting a product will be communicated where appropriate.
All products supplied must meet the standards required by applicable UK consumer law.
4. Prices and Payment
All prices displayed on our website are in pounds sterling (GBP) unless otherwise stated.
House of S21 Limited is not currently VAT registered.
Delivery charges, where applicable, are displayed during checkout before you complete your purchase.
We accept the payment methods displayed at checkout, which may include major credit and debit cards, Apple Pay, Google Pay, Shop Pay and Klarna.
Some payment options are subject to eligibility requirements determined by the relevant payment provider.
Payment must be successfully authorised before an order can be processed.
We may update product prices or promotional offers from time to time. Any changes will not affect an order that has already been accepted, except where otherwise agreed with you or permitted by law.
5. Placing an Order
When you place an order through our website, you are making an offer to purchase the selected products.
You will normally receive an automated email acknowledging your order.
An order is accepted when we confirm acceptance or dispatch the goods, whichever occurs first.
We reserve the right to decline an order where there is a legitimate reason, including:
- A product being unavailable.
- An obvious pricing or product-description error.
- Payment authorisation being unsuccessful.
- Suspected fraudulent activity.
- Delivery being unavailable to the requested location.
If we cannot fulfil an order after payment has been taken, we will contact you and arrange an appropriate refund.
We will not substitute a materially different product without your agreement, except where a permitted variation forms part of the agreed Mystery Subscription Box terms.
6. Delivery and Dispatch
We aim to package and dispatch every order carefully.
Standard Orders
Non-subscription orders are normally dispatched within 5–7 working days.
Working days are Monday to Friday, excluding UK bank holidays.
Delivery times following dispatch depend on the delivery service and destination.
Monthly Mystery Subscription Boxes
Monthly Mystery Subscription Boxes are dispatched during the first full working week of each month, in accordance with the subscription schedule.
Delivery Charges
Applicable delivery charges are displayed at checkout.
Further details are available in our Shipping Policy and Delivery Options.
Delivery Delays
We will make reasonable efforts to keep you informed of significant delays.
If an order cannot be delivered within the agreed timeframe, your rights under applicable consumer law remain unaffected.
Responsibility for Goods
House of S21 remains responsible for goods until they are delivered into your physical possession, or that of someone you have identified to receive them, subject to the exceptions provided by law.
If your parcel is lost or damaged in transit, please contact us so we can investigate and arrange an appropriate resolution.
7. Monthly Mystery Subscription Box
Our Monthly Mystery Subscription Box is a recurring subscription service designed to deliver a carefully curated collection of home décor each month.
Subscription Price
Each box costs £45, with applicable additional delivery charges where relevant.
Each collection contains a minimum of five home décor items with a combined retail value greater than the subscription price.
First Payment
Your first payment is taken when you subscribe and covers the Mystery Box advertised at the time of purchase.
Your first box is dispatched during the first full working week of the advertised delivery month.
Recurring Payments
Your next payment is scheduled for the 20th of the month in which your first box is due for dispatch, covering the following month's collection.
After that, payments are collected automatically on the 20th of each month until your subscription is cancelled.
Product Variations
From our November 2026 collection onwards, individual products, colours and designs may vary between subscribers.
Some collections may contain identical items for all subscribers, while others may feature different combinations.
Every variation is carefully selected to offer comparable quality, styling and value.
Cancelling Your Subscription
There is no minimum subscription term.
You may cancel at any time to prevent future renewals.
To avoid your next payment, please cancel before your payment is taken on the 20th.
Cancelling an ongoing subscription does not automatically cancel or refund a box that has already been paid for.
Any applicable statutory cancellation or refund rights remain unaffected.
Skipping Collections
We do not currently offer the option to pause or skip individual monthly collections.
For full details, please read our Monthly Subscription Policy.
8. Returns, Refunds and Cancellations
We want you to shop with confidence.
For most eligible online purchases, consumers have a statutory right to cancel within 14 days of receiving their goods, followed by a further 14 days to return them.
Certain statutory exceptions may apply, including some personalised products.
If an item arrives faulty, damaged, incorrect or not as described, you may be entitled to a repair, replacement or refund under UK consumer law.
Our Returns & Refund Policy explains:
- How to request a return.
- Change-of-mind cancellation rights.
- Return postage responsibilities.
- Faulty or damaged goods.
- Refund processing times.
- Subscription-box returns.
- Personalised-product exclusions.
Nothing in these Terms of Service limits your statutory consumer rights.
9. Pre-Orders and Limited-Availability Products
Some products may be offered as pre-orders or in limited quantities.
Where applicable, estimated availability or dispatch information will be displayed on the product page or communicated to you.
Pre-order dates are estimates unless a specific delivery date has been expressly agreed.
If a significant delay occurs, we will endeavour to inform affected customers and explain the available options.
Your statutory cancellation and refund rights remain unaffected.
10. Promotions and Discount Codes
From time to time, House of S21 may offer promotional prices, special offers or discount codes.
Promotions may be subject to specific conditions, including:
- Validity dates.
- Eligible products.
- Minimum order values.
- Usage restrictions.
- Exclusions.
Any relevant conditions will be communicated alongside the promotion.
Unless expressly stated otherwise, discount codes cannot be combined.
Promotional offers do not affect your statutory rights.
11. Product Availability
We make reasonable efforts to keep stock information accurate.
However, occasional discrepancies may arise due to simultaneous purchases, stock adjustments or technical issues.
If a product becomes unavailable after you place an order, we will contact you to discuss the available options.
Where we cannot supply the agreed product and no suitable alternative is accepted, we will arrange an appropriate refund.
12. Intellectual Property
The House of S21 website contains content including photographs, product descriptions, graphics, branding and other materials.
Unless otherwise stated, these materials belong to House of S21 Limited or are used with permission from their respective owners.
You may browse and use our website for personal, non-commercial purposes.
You must not reproduce or commercially exploit our original content without appropriate permission.
Third-party trademarks, character names and licensed merchandise remain the property of their respective rights holders.
Nothing on our website transfers ownership of any intellectual property rights to customers.
13. Customer Reviews and Feedback
We welcome genuine customer reviews and feedback.
By submitting a review or other content for publication, you confirm that you have the right to share it.
You give House of S21 permission to display and reproduce your submitted review or feedback in connection with our products, website and business marketing, subject to applicable law and your rights.
We may decline to publish or remove content that is unlawful, misleading, abusive, fraudulent or infringes another person's rights.
We will not knowingly present fabricated reviews as genuine customer experiences.
14. Third-Party Services and Links
Our website uses third-party services to support shopping, payments, subscriptions and delivery.
These may include Shopify, payment providers and delivery partners.
Some pages may also contain links to external websites.
Where you choose to visit an external website, its own terms and privacy practices may apply.
For purchases completed directly through House of S21, we remain responsible for meeting our legal obligations as the retailer.
15. Privacy and Personal Information
We respect your privacy and take the protection of personal information seriously.
We collect and process information where necessary to operate our business, process orders, manage subscriptions, provide customer support and carry out other lawful activities.
Further details about how personal information is collected, used, stored and shared are available in our Privacy Policy.
You can also contact us if you have questions about how your information is handled.
16. Website Availability
We aim to keep our website available, secure and functioning correctly.
However, temporary interruptions may occasionally occur due to maintenance, technical issues or circumstances outside our reasonable control.
We may update website features, layouts and functionality from time to time.
Nothing in this section excludes responsibility where doing so would be unlawful or affects rights arising from an accepted purchase.
17. Our Responsibility to Customers
House of S21 is responsible for supplying products in accordance with the contract and applicable consumer law.
Nothing in these Terms of Service excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability arising from statutory consumer rights.
We are not responsible for losses that were not reasonably foreseeable when the contract was made, except where the law provides otherwise.
Nothing in these terms is intended to remove remedies available to you under applicable consumer legislation.
18. Changes to These Terms
We may update these Terms of Service occasionally to reflect changes to our business, website, services or legal requirements.
The latest version will be available on this page.
Changes will not retrospectively remove rights under orders already accepted.
Where a change materially affects an ongoing subscription, we will provide appropriate notice and respect any rights you have under applicable law.
19. Governing Law
These Terms of Service are governed by the laws of England and Wales.
If you are a consumer living elsewhere in the United Kingdom, this does not remove any mandatory legal protections or rights you have under the laws applicable to you.
Any disputes will be handled in accordance with applicable law, including any mandatory rules concerning where legal proceedings may be brought.
We encourage customers to contact us first if something goes wrong so we can try to resolve the matter promptly and fairly.
20. Contact Information
If you have any questions about these Terms of Service, your order or your rights as a customer, please contact us.
House of S21 Limited
Unit 22, Primrose Hill Industrial Estate
Orde Wingate Way
Stockton-on-Tees
TS19 0GA
United Kingdom
Email: houseofs21@outlook.com
Company Registration Number: 16457147
Thank you for shopping with House of S21 and supporting our small independent business. 🩷