Delivery & Returns
PLACING AN ORDER
Orders can be placed through our online shop or via email to the studio: email@example.com. We make every effort to ensure products are in stock, apart from those that are made to order, but in the event of us not having your chosen product we will contact you and either inform you of a new delivery date or offer a refund.
Area-specific lead times for items that are in stock are detailed below. If the items you have ordered are not in stock, lead time is typically 4-6 weeks for production of new stock. If you require something urgently, please contact us via email: firstname.lastname@example.org.
Lead time is 3-4 working days.
Samples are sent via Royal Mail. Delivery is free of charge.
Rolls are sent via FedEx. Delivery is £6.95.
Lead time is 5-14 working days.
Samples are sent via Royal Mail. Delivery for small samples is €3.95, and for large samples is €25.95.
Rolls are sent via FedEx. Delivery is €40.95.
Please note that we do not charge VAT to EU customers and prices reflect this. You will be charged a small handling fee by the courier and if the value of the package is over €135, you should expect to pay sales tax, a handling charge, and a customs fee. Customers are liable for these charges.
We would like to add that we are very sorry to have left the EU. It is very upsetting for many reasons – including, of course, the cost to our customers and business more generally.
Lead time is 5-14 working days.
Samples are sent via Royal Mail. Delivery for small samples is $4, and for large samples is $25.
Rolls are sent via FedEx. Delivery is $56.
Please note that we do not charge VAT to US customers and prices reflect this. You should expect to pay sales tax, a handling charge, and a customs fee, relevant to your region's legislation. Customers are liable for these charges.
REST OF WORLD DELIVERY
Lead times and delivery charges vary from country to country. Please contact the studio at email@example.com for a quote.
Please note that we do not charge VAT to international customers and prices reflect this. You should expect to pay sales tax, a handling charge, and a customs fee, relevant to your country or region's legislation. Customers are liable for these charges.
We have a 30-day returns policy. We accept returns of cushions and wallhangings. We do not accept returns of wallpaper, borders, artwork, gift cards and any sale items.
We recommend you calculate your wallpaper roll quantity as precisely as possible to avoid over-ordering.
We are currently unable to offer free returns. We request that you cover the return postage cost and use a tracked and signed for courier service. Please send tracking information to the studio at firstname.lastname@example.org.
Your returned item must be in the same condition that you received it, unused and in its original packaging. We ask that you mark your return package clearly with your order number and name.
DEFECTIVE, DAMAGED AND INCORRECT GOODS
Please inspect your order as soon as possible upon receipt. If the goods are not what you ordered, or are defective or unacceptable for other reasons, we ask that you notify us within 24 hours by emailing the studio at email@example.com.
We do not take responsibility for goods that are damaged after delivery.
We accept returns of faulty or incorrect goods. We will send you a shipping label as well as instructions on how and where to send the package. Items sent back to us without first requesting a return will not be accepted. We ask that you mark your return package clearly with your order number and name, and that returns are sent to us within 14 working days.
You can always contact the studio with any returns questions at firstname.lastname@example.org.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact the studio to discuss at email@example.com. Exchanges must take place within 14 days of the initial order.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unused, unopened, in its original packaging. You’ll also need to provide proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If the product returned is not in a saleable condition, we reserve the right to reject your refund request.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.