Frequently Asked Questions

Ordering

open-close-arrowWhat payment methods can I use?

We accept all major credit/debit cards, PayPal and Apple Pay

open-close-arrowCan I change my order?

Please contact us as soon as possible if you wish to change or cancel your order. If your order status has been changed to 'picked' it may not be possible to change the order.

open-close-arrowAre all items in stock?

We are are small family business and our online stock is not live, during busy periods we may sell out of a product before we can update the website. Most of our online products are in stock although some products will be despatched directly from the supplier. Occasionally the supplier may not have any stock available.


If your chosen item is out of stock, we will contact you as soon as possible and ask you if are happy to wait for the item to come back into stock or arrange a refund.

open-close-arrowCan I cancel my order?

Please contact us as soon as possible. If your order status has been changed to 'picked' or 'despatched'  it may not be possible to cancel it.

open-close-arrowCan I check my order status?

You can view the status of your order by logging into your online account

Orders will have the following statuses.

NEW - We have received your order and is waiting to be processed.

PROCESSING - Your order is now being processed and is ready to be picked.

PICKED - Your order has now been picked and is ready to be despatched. Once orders have reached this status they cannot be changed or cancelled.

DESPATCHED - Your order has now been despatched. Tracking will be available when your parcel is scanned at the depot. You will receive notifications with your estimated delivery date and time.

ORDERED WITH SUPPLIER - Your order has been sent to the supplier for processing.

AWAITING RESPONSE - We have contacted you regarding your order, please contact us as soon as possible.

ON HOLD - You've asked us to hold your order for a delayed despatch

ON BACKORDER - We are waiting for your chosen item to arrive back in stock.

READY TO COLLECT - Your order has now been picked and it can now be collected.

COLLECTED FROM STORE - Your order has been collected from our store.

CANCELLED - Your order has been cancelled.

RETURNED - Your order has been returned to us. Please allow up to 5 working days for your return to be processed.

open-close-arrowWhy have I not received an order conformation?

Once payment has been completed an order confirmation will be emailed to you automatically. If you have not received an email, please contact us as soon as possible.

Delivery

open-close-arrowWhat is the standard delivery time and cost?

Our standard delivery is £5.99 with an estimated delivery within 5 days.
FREE delivery on orders over £100* (*Excludes Northern Island, Scottish Highlands and Islands)


Scottish Highlands
Parcelforce - £14
AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

Scottish Islands
Parcelforce - £16
HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Northern Ireland
Standard delivery - £13.00

Safe Place Requests
If you would like your parcel to be left in a safe place, please add a note to your order at checkout and state where you’d like the parcel to be left. The responsibility of the parcel then transfers to you. Please note: Orders containing paint require a signature and cannot be left in a safe place.


Special Order Items

Items marked as SPECIAL ORDER are ordered on request and may be delivered directly form our supplier. The delivery estimate is displayed on the product page. If several products are ordered you may receive more than one delivery.

open-close-arrowWhat is the next day delivery cost?

UK Next Working Day £7.99

Order before 2pm Mon - Thurs for next day delivery. If you order after 2pm on a Thursday you will receive your order the following Monday. Friday/Saturday/Sunday next day orders will be delivered on Tuesday.(excludes the Scottish Highlands and Islands and Northern Ireland and some UK postcodes)

Special order items are not available for next day delivery.

open-close-arrowWhere is my order?

All parcels are despatched using a tracked service and your tracking number will be provided in your despatch email notification. If your order has not arrived when expected, please contact us as soon as possible so that we can contact the courier.

Sample orders are not tracked.

open-close-arrowWhen will my samples arrive?

Please allow up to 5 working days for your samples to arrive. Items marked as Special Order may take up to 15 days depending on the manufacturer.

International
Please allow 10-15 working days.

open-close-arrowWho will deliver my order?

We use DPD to deliver our parcels. Special order items may be sent directly from the manufacturer.

open-close-arrowDo you deliver outside of the UK?

Information about where we ship to can be found here

Import Fees

VAT is NOT included in the price of goods delivered outside the UK. Recipients of deliveries made outside the UK may be subject to local import fees, duties and taxes. All applicable charges for custom clearance will be payable by the parcel recipient. We recommend that you contact your local customs office for current charges before placing an order with us.

Please be aware that in the event of items being returned to us due to unpaid customs fees, a deduction will be made from the refund, which will include both the outbound and inbound shipping fees, along with any handling charges imposed by our courier.

We can’t tell you what the import  cost would be, as customs policies and import duties vary widely from country to country. We recommend that you contact your local customs office for current charges before placing your order.


We regret that we are unable to accept orders for delivery to an address containing a PO Box Number or from persons whose own address contains a PO Box Number.

Products that contain liquids or paint are not available for international orders.

open-close-arrowWhat should I do if my parcel has arrived damaged?

On delivery, it is your responsibility to check and immediately contact us regarding any damage or defects to products. We will not accept liability for visible damage not reported within three days of delivery.

Returns, Refunds & Faults

open-close-arrowWhat is your return policy?

We hope you will be pleased with your purchase from us. You may return your items within 30 days of receiving your order and all we ask is that items are in a fully resalable condition, undamaged and unopened. If we find that the product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund on the item and it will only be returned to you at your cost. 

Please note: Sanderson, Laura Ashley, Earthborn, Craig & Rose, Graham & Brown, Next, Laura Ashley, Johnstone's Trade and Leyland Trade paints are mixed to order and cannot be returned. Ohpopsi wallpapers and murals are printed to order and cannot be returned.

open-close-arrowWhat is your refund policy?

Once your return has been delivered to us we aim to process all refunds within 7 days. We will refund the original payment method.

open-close-arrowWhat should I do if I find a fault?

Please check all products on receipt for colour, design, quality or imperfections. It is essential that such checks are carried out before cutting or hanging the rolls, as no claims will be accepted after the first three lengths have been hung. No refunds will be issued for any labour spent or incurred in hanging these wallpapers. If you have a fault with your wallpaper, stop and contact us immediately. Please keep all labels and samples of the fault as these are required by the manufacturer when making a claim.

open-close-arrowCan I return wallpaper samples?

Wallpaper samples are cut to order and are not returnable.

Wallpaper

open-close-arrowCan I have a specific batch number?

If you need specific batch number, please enter the batch number required in the comments box at checkout. You may also contact us before placing an order and we will check our stock for you.

open-close-arrowWill all my rolls be the same batch?

All wallpaper orders are packed with the same batch number, please check you order on arrival and contact us if there's a problem.

open-close-arrowWhy is the design the wrong way round on the roll?

Some wallpapers are reversed rolled due to production methods, the way the paper comes off the roll is not necessarily the way it should be hung, please check before hanging.

open-close-arrowDo you offer wallpaper samples?

We have a huge variety of wallpaper designs for you to choose from and we know that choosing wallpaper online and picking the right colour is difficult, to help you get the right colour and texture we offer a wallpaper sample service.


Samples cost £1.25 each and stock items are posted 1st class. Please allow 5 working days for your samples to arrive. Special order samples may take an extra 5 -10 days to arrive as these are posted directly from the manufacturer. If you have ordered both stock items and special order items we will post the stock items and the special order samples will come directly from the manufacturer.

In stock samples are 53cm x 30cm. Samples posted by the manufacturer will be A4 size. Sanderson, Morris & Co, Caselio, Casadeco, Galerie, Laura Ashley, Next, Joules, Envy, Graham & Brown, Ohpopsi, Rasch, Ted Baker.

open-close-arrowDo I need to use lining paper?

We always recommend that you line your walls first as it covers any imperfections on the wall resulting in a better finish.

open-close-arrowWhat type of paste should I use?

Most quality pastes will be fine for many of our wallpapers. However heavy weight designs do recommend you to use a stronger ready mixed paste. Some manufacturers will recommend that you use a ready mixed paste with their wallpaper and this will be stated on the product page.

Paint

open-close-arrowDo you stock a paint colour that is not on your website?

We can mix paint colours from most brands. Please use our Colour Matching Service to order your desired colour and finish or give us a call and we will be happy to help. Mixed paint is available in either Leyland Trade or Johnstone's Trade.

open-close-arrowShould I touch up previously painted walls?

Touching up walls without painting the full wall is not recommended. Most times the paint will not match unless you have the original paint and even then the original may have faded or become discoloured. Even if you buy the same brand of paint with the same shade a few years later, it may not match completely.

open-close-arrowWhy is there not a sample pot available for some mixed colours?

Some paint colours cannot be mixed into a sample pot size as the colourant cannot be dispensed in the correct amount needed to accurately create the chosen shade.