Frequently asked questions


1. How do I prepare for my layout and design sessions?

Once you have instructed us to take on your project we will invite you to take a detailed questionnaire which will help our designers understand how you use your space, we will then assist you in setting up an inspiration board where you can add as many layout inspirations as you wish. The more you can decide during your Layout Discovery, the richer the visualization renders in the Layout Call will be.

Once your ideal layout is achieved, We will invite you to complete a detailed design questionnaire so that we can understand your style, followed by inspiration boards for each room we will be delivering. We will also share catalogs where you can pick your favourite fixtures and finishes with samples sent to your home for you to select from. The more you can decide during your design discovery, the richer the visualization renders in the Design Call will be.

2. Can I share my own inspiration images with my designer?

You can certainly share your design inspiration; we love to see how you express your style. Just keep in mind that your designer may not be able to achieve the exact look as each project is specifically tailored to your room. We will, however, ensure that the designs generated will achieve the look and style that matches your expectation.

3. How many designs do I get to see?

If you have a single room project, we’ll prepare two design options for your Design Session. If you’re renovating multiple rooms, oftentimes the rooms will share a consistent design ethos, and so based on your preferences, we’ll determine the right number of design options together. You’ll have unlimited revisions to iron out your design.

4. When is the last point at which I can make design changes?

Design changes requested after completion of the design approval document will result in a change order. A change order is work that is added to or removed from the scope of work in this document, which alters the cost and the completion date of the project. We will provide a single price for the change that includes materials, labour and a 15% Hutch services fee.

If unforeseen site conditions or building requirements necessitate a change to your design, your Hutch project team will help you to adapt your design appropriately

5. Can I just purchase your design services?

No, we don’t offer our design services alone. We want to make sure you end up with an incredible result and can only help you to do that if we work together through the entire process.

6. Do I need to have plans drawn up?

For minor jobs, there’s no need to have professional plans or to use an architect. For anything requiring planning permission, this is a prerequisite before permission will be granted.

Materials + Procurement

1. What fixtures and materials can I see in person?

We will send wall and floor surface samples to any address of your choice for your review. We will send you full specifications of plumbing fixtures, accessories in all finishes, lighting fixtures, windows, and doors for you to review in detail and make informed decisions.

2. Can I substitute any fixtures and finishes that are not in the choices?

Designer approved: Our designers have carefully selected fixtures and finishes from leading brands, adaptable to different layouts and lifestyles, so you don’t have to worry about making a wrong decision.

Builder approved: Our vetted contractors have worked with our fixtures and finishes on hundreds of projects, ensuring high-quality execution and streamlined installation.

Procurement approved: We have established trade relationships allowing us to pass along industry discounts and coordinate lead times, so you do not have to worry about items arriving on time.

If you do want something outside of our library, we will order it on your behalf.

Plumbing and tile substitutions must be within our vendor network.

All substitutions are subject to a 15% fee (on the substitution’s product value), the fee will be reflected in a separate line item for Services in the post design pricing update.

You can make substitutions to any kitchen fixture/finish, excluding cabinets and countertops.

3. Can I return fixtures and materials for a refund?

All items from our catalog except for kitchen cabinetry, countertops, and solid-surface backsplashes are eligible for a full refund. Kitchen cabinetry, countertops and solid-surface backsplashes are non-refundable after they have been ordered.

All items outside of our catalog will incur a restocking fee; fees vary by vendor.

All returns are subject to the following conditions:

  • Item is unused and unaltered with all original contents and packaging
  • Return is requested within 14 days of the original delivery date
  • Damages to items are reported within 48 hours of the original delivery date

4. Where does Hutch buy its materials

Hutch works with high quality, national brands. We have relationships with the largest kitchen, bathroom and building material vendors.

we are able to get favorable pricing and have visibility into availability — thus allowing us to procure high-quality materials at efficient timelines for our customers.

5. Who is responsible for receiving packages and when will they arrive?

All materials will be scheduled to arrive after construction has started. There are three main deliveries scheduled for the first week of construction and will be received by the contractor. Then there are typically two deliveries after second fix installations. Finally, depending on design selections, a few smaller items will be shipped via third party delivery agents.

We work with our vendors and contractors to limit the number of packages that arrive outside of business hours but there may be a few small packages that come through the regular mail system.

Planning + Approvals

1. Do I need planning permission for my project?

The team at Hutch can help you determine if your build project falls under something called ‘permitted development’. If it does not, you’ll need to apply for planning permission.

Under UK planning policy you are able to build on your property without planning permission if the proposed development falls under certain rules which will be well documented by your Local Authority.


Even if you can build under permitted development, we still advise that you apply for a lawful development certificate, we will arrange this on your behalf.

2. How long does it take to gain project approvals?

Most London Authorities will consider your application within 8 weeks of application, however, each council has its’ own process and the length of time will depend on the simplicity or complexity of your build. Are there any submissions from neighbours, has your renovation builder included shadow diagrams, have they addressed light and privacy, floor space ratio, etc. Resolution of disputes will impede the process, so the more work done upfront to identify and address potential issues, the quicker the process will be.

3. What happens if my application is refused?

In 99% of refused cases the council will provide you with an explanation. We will analyse the issues that have been raised and advise on solutions to satisfy the council’s requests.

We will then resubmit your application and also alert you at this point if there are any additional costs.


It is not unusual for planning permission applications to be refused, but with proper research and the correct plans and elevations this likelihood can be reduced.

Construction + Payments

1. How long will the project take?

This will depend on individual projects; during pre-construction we will create plans which outline the key timeframes and milestones. This can be used as a guide to completing your project. We will agree a time schedule in advance. We never cut corners, and, unlike some builders, we never go away halfway through a job to work on something else.

2. How much are construction costs?

This depends on the complexity of the build, materials used, and geographic location. Your Local Build Partner will be able to give you an indication of construction cost. Planning drawings will be able to provide a better estimate but ultimately, it won’t be until your technical details are established that an accurate quote can be reached.

3. Who are Hutch's Contractors

All of Hutch Renovation’s contractors are licensed, insured, and meet the Hutch quality standards for doing a renovation. These contractors have demonstrated the ability to complete projects with high quality and efficiency. They also work within Hutch’s construction standards – which give you peace of mind that the proper techniques and precautions were taken for fundamental tasks

4. What guarantee and insurances do you offer?

Your property will be insured during any construction and we will provide a full 12-month guarantee on all parts. We also carry professional indemnity insurance with a limit of £2m.

5. What is Hutch's Payment Schedule

Hutch has the following payment schedule:

  • Hutch Reservation: £500 Deposit
  • Additional Approval/Application Fees: Planning, Party-wall, Building regulations (if applicable)
  • 1st Installment: 100% Design Package Services when Design Begins
  • 2nd Installment: 33% of Construction + 100% Finish Materials when Design Finalized
  • 3rd Installment: 33% of Construction upon Demolition
  • 4th Installment: 34% of Construction upon Completion

6. Is my deposit refundable?

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