Frequently asked questions

  • Shipping and Returns

    • What forms of payment does wallpaperdirect accept?

      Wallpaperdirect accepts most major credit and debit cards. We regret that we cannot currently accept cheques. 

      VisaMasterCardVisa DebitDeltaPayPalamex

    • Is my payment secure?

      Wallpaperdirect uses VeriSign SSL encryption technology to scramble your sensitive data and provide maximum security over the internet.

    • What is the cost of delivery?

      Standard UK & Ireland delivery is £4.95, orders over £100 delivery is free.

      Next day delivery to the UK is £6.95.  This is only available on orders placed before 3pm for in stock product and next day means next working day.

      Other destinations are quoted at checkout stage

    • Do you allow delivery to an address other than my own?

      Yes, you can select an alternative delivery address but the parcel needs to be signed for.

    • How long does delivery take?

      Delivery time within the UK mainland is 3-5 working days. If delivery is going to be longer than 5 working days you will be notified by email. On confirmation of your order you will have the option to track your order using the Metatrack system.

    • Can I request next day delivery?

      We are now able to offer a next day delivery service within the UK mainland. If you order before 3pm GMT and the items are marked as in stock your order can be delivered on the next working day by courier for £6.95.

      Unfortunately we are not able to offer next day delivery outside mainland UK. However if it is urgent then do contact us by telephone on:

      Telephone: +44 (0)1323 430886

      Email: help@wallpaperdirect.com

    • How do I know if my order has been received?

      You will receive a confirmation email.

    • What happens if my wallpaper is out of stock?

      We will email you advising you of a revised delivery date. We will also give you the option to reselect if this date is not acceptable.

      There are occasions when we have to wait for a wallpaper to be printed and so there may be a delay, and this gives you the choice whether to wait or not.

    • If the wallpaper is faulty what is your returns policy?

      In the unfortunate event of a fault please return the product to us with the labels – it should not be necessary to return all the faulty product. Please do note that You should check all wallpaper products for faults before and during hanging.  Carefully examine the first 2 or 3 lengths on the wall, to ensure there are no faults.  If at this stage you are in any doubt as to whether the paper is faulty please stop work immediately and contact us.  If the product is defective in any way or has a fault, a full replacement or refund will be made at no charge.

      When returning goods because of a fault firstly please send us an e-mail to Wallpaperdirect Customer Service team at returns@wallpaperdirect.com as it may not be necessary to return the wallpaper. Please state your docket number, date of receipt, details of the fault and whether you would like a refund or a replacement product.

      Orders should be returned within 28 days to:

      Wallpaperdirect Ltd

      Maple Road

      Eastbourne

      East Sussex

      BN23 6NY

      United Kingdom 

       

      NB      Orders from overseas Customers must include all UK customs clearance formalities.

       

    • Can I return non-faulty wallpaper?

      If you are not completely satisfied you may return the product at your own cost, within 14 days after receipt of your order, undamaged and in the original packaging for a full refund.  However, if a product has been made individually to your specification then these rights to return do not apply, unless the product is faulty. These provisions do not affect your statutory rights.

      (For FREE UK mainland return options please see Returns page - at top of this page.)

      Orders for UK and all other countries should be returned to:

      Wallpaperdirect Ltd

      Maple Road

      Eastbourne

      East Sussex

      BN23 6NY

      United Kingdom 

       

      NB   Orders for overseas Customers must include all UK customs clearance formalities.

      In addition, for UK and all other countries up to 28 days after purchase goods may be returned provided that they are in the same condition as stated above together with the sales ticket for a refund subject to a 20% re-stocking charge.

      However, if a product has been made individually to your specification then these rights to return do not apply, unless the product is faulty. These provisions do not affect your statutory rights, see above.

       

      When returning goods in any of the above circumstances please send us an e-mail to Wallpaperdirect Customer Service at returns@wallpaperdirect.com . Please state your order number, date of receipt, the reason for returning the product and whether you would like a refund or a replacement product.

    • Can I pick up my order from my local Brewers store?

      Yes, UK mainland customers can now use the free Click & Collect delivery service, available at all our branches of Brewers.  If the product is in stock you will be given the option at checkout to collect from your local branch of Brewers. 

      For more information please see our Click & Collect and Returns pages – links at the top of this page.

      Currently this service is only available to UK mainland customers. 

       

    • Can I return my order to your Brewers stores?

      UK mainland customers now have two FREE returns options.  You can return to your local branch of Brewers or use the nationwide Collect+ service, which means FREE returns from their network of shops too.  

      For more information on how to use these UK mainland returns options please see our Click & Collect and Returns pages – links at the top of this page.

      Currently this service is only available to UK mainland customers. 

       

    • Will you send wallpaper outside the United Kingdom?

      Yes, deliveries can be made outside the UK mainland, select your local currency to see the price in your country. Carriage is also quoted at checkout stage.

      If at checkout you see this symbol Cannot export warning it means unfortunately you have selected a product we are unable to sell in your country. Some of our suppliers restrict us from selling into selected countries where they already have distribution.

  • Shopping and Product

    • What paste should I use on my wallpaper?

      Different wallpapers require different paste; in general we would recommend a good quality ready mixed adhesive such as Albany Wallcoverings Adhesive. We recommend the correct adhesive which the manufacturer has stated, at the basket stage. We describe all our adhesives on our wallpapering tools page. If you have any queries then contact us on help@wallpaperdirect.com

    • What size are the wallpaper samples?

      You can order an A4 sample of wallpaper by choosing your required product, selecting "try a sample" and adding this to your basket. The first two samples are free and thereafter they are 75p each (which includes VAT and postage to the UK). These are posted and should arrive within 5 working days. For all destinations outside of the UK postage cost is quoted at checkout stage and delivery can be slightly longer.

    • What size is a roll of wallpaper?

      Most of our wallpapers are standard sizes approximately 52 cm (21 inches) wide and 10m (11 yards ) long – these are also called Metric single rolls or Bolts.  This is twice the length of a standard American single roll.  Although some rolls are wider and also can be shorter in length.  Please check the size of the wallpapers before placing your order and if you have any questions please do contact our service team.

      Email us at: help@wallpaperdirect.com

       

    • What does the pattern match on my wallpaper mean?

      Wallpaper is printed on rollers and therefore every wallpaper has a repeat but sometimes on a plain or striped wallpaper the repeat does not matter.

      Some common pattern repeats are

      Straight match - a straight match means that the pattern matches across the width of the wallpaper. The label of the wallpaper will tell you how often the pattern repeats eg 53cm.

      An offset match sometimes called a half drop, means the match is obtained by halving the repeat. For example a label might state a 53/26.5cm offset match. This means the design repeats every 53cm and the point at which they match from left to right is every 26.5cm.

      Free match means there is no matching required. It is the easiest product to hang, as no matter how the strips of wallpaper are hung, no visible join or seams need to be worried about. This also reduces the amount of wastage.

    • What do the symbols on my wallpaper mean?

      Click here to download a PDF with definitions for all the symbols on your wallpaper.

    • If I have not ordered enough wallpaper can you match a batch no for me?

      Yes when you place an order, you can complete the ‘request a batch number’ section on the ‘Your basket’ page and give us details of the exact batch you require. 

       

    • What is a batch number?

      Wallpaper is printed in batches of rolls. It is important to have the same batch number, to ensure colours match exactly. The batch number is usually located on the wallpaper label close to the pattern number. Remember batch numbers also apply to white wallpapers, as different batches can be different shades of white. 

    • I've never hung wallpaper before can I get some advice?

      Look at our 'how to hang' guide which you can find on our homepage or watch our hints and tips video on our video page.

    • Can I buy the tools to do the whole job?

      Yes, you can, we have a full range of decorating tools available on our tools page.

      www.wallpaperdirect.com/wallpapering-tools.php

       

    • Can you recommend a decorator?

      If you have a local branch of Brewers, visit our website brewers.co.uk, they may well be able to give you recommendations for good local decorators.

      Alternatively visit one of these trade sites:

      Paintingdecoratingassociation.co.uk or Checkatrade.com

    • Why do some papers say to paste the wall?

      Technology in wallpaper manufacture has advanced since the original classic papers. The introduction of polyester fibres in paper pulp, means this special paper does not expand when wet and therefore does not need to soak before being hung. The adhesive can therefore be applied directly to the wall. However you can still put in on the paper in the traditional way but remember there is no need to soak.

      In short this is now an easy, quick to use wallcovering, especially for beginners, so look out for 'paste the wall' product. Paste the wall paper is also easier to strip when you want to change.

    • Must I use a lining paper?

      Lining paper gives a perfect base on which to hang wallpaper and disguises any minor imperfections in the wall; therefore we would always recommend it. It is also good practise if you are new to wallpaper hanging. We recommend using a heavy weight lining such Albany 1200 grade. You must use the same adhesive for your lining paper as your top paper.

      If you are using a paste the wall paper, use a paste the wall lining paper.

      Cross lining means hanging lining paper horizontally to give an even finish when the top wallpaper is hung over it.

    • How do I get horizontal stripes, I have seen them in magazines?

      This is usually a standard striped paper, hung the other way (horizontally) and gives a very different effect. A design tip to perhaps give width to a narrow room.

    • How do I know if my choice of wallpaper is suitable for my room?

      Bathrooms:
      Vinyl wallpapers resist moisture and are splash-proof and are therefore most suitable for use in the bathroom. However if you bathroom is well ventilated then any wallpaper can be used with care. No wallpaper is recommended for use in direct contact with water, such as to line a shower or round a sink.

      Kitchens:
      Similar to bathrooms, ideally a vinyl wallpaper but any wallcovering can be used with care, in a well ventilated room where it does not come into direct contact with heat or water.

    • Do you charge VAT on wallpaper?

      Yes, all price are inclusive of VAT our company VAT number is 190 1565 70.

    • What do I do with pre-pasted wallpapers?

      Many American wallpapers are pre-pasted and require soaking to activate the paste.  The wallpaper label should give you information on how to use this paper but in general :

      Fill a water tray 2/3 full with water at room temperature.

      Roll the cut strip from bottom to top, paste side out.

      You should not see the pattern.

      Submerge the rolled strip into the water tray.

      Soak for the amount of time recommended in the manufacturer’s hanging instructions, usually 30 seconds.

      Holding the top of the sheet, slowly lift and unroll the paper onto a work table, making sure the paste is completely wet.

      Fold the strip

      Gently fold both ends, paste side in, towards the center of the strip, without creasing the folds. This is known as "booking". You should see the pattern.

      Let the strip rest for the amount of time recommended in the manufacturer’s hanging instructions, usually about 10 minutes.

      And then hang as normal.  Alternatively you can cut the wallpaper strips and wet them on your paste table with a brush and room temperature water and then allow to soak for the stated soaking time as above. This means you don’t need to use a potential messy water tray.

  • Contact wallpaperdirect

    • How can I contact wallpaperdirect?

      You can email us at help@wallpaperdirect.com or call us on:

      For UK and all other countries call: +44 (0)1323 430886

    • I can't find the wallpaper I want on your website, can you help?

      Yes, email us on help@wallpaperdirect.com

    • What are your working hours to receive telephone calls?

      Our customer service team are available from 8.30am to 5.00pm Monday to Friday, and 8.30am to 4.00pm on Saturdays.

  • Curtains and Fabrics

    • Can I return my curtains if I change my mind?

      No, we are not able to accept returns or exchanges of our curtains, as they are hand-made to your exact measurements as specified.  This of course does not affect your statutory rights.

       

    • What is the delivery time?

      Our handmade curtains can take up to 28 days before delivery.

       

    • Can I get a fabric sample?

      You can order a fabric sample by choosing your required product, selecting "try a sample" and adding this to your basket. Fabric samples are approximately A5 in size, depending on the design. The first two samples are free and thereafter they are 75p each (which include VAT and postage to UK), these are posted and should arrive within 5 working days. For countries outside the UK postage cost is quoted at checkout/cart stage and delivery can be slightly longer.

    • How do I measure my curtains?

      When you select your preferred curtain header, the site will guide you through how to measure correctly for your perfect made to measure curtains.

       

    • What does hand-made mean?

      Our curtains are hand-made carefully to your exact requirements.  They are individual cut, and widths of fabric are joined on a sewing machine, side seams are hand-stitched, as are hems with mitred and weighted corners.  They are not readymade curtains, which are often made by machine.    Our curtains are created by one of our curtain makers, to your requirements and are a hand-crafted, individual product.

       

    • What are readymade curtains?

      Readymade curtains are mass made, cut in bulk layers and put together by machine.  Including headers, seams and hems.  

       

    • What do the different curtains headings mean?

      Pencil Pleat – Pencil pleat curtains come with 7.5cm deep pencil pleat tape. This popular heading is suitable for all types of rails. The multi-pocket tape allows you to insert the hook to suit your rail and then gather the curtain to your desired fullness. Pencil pleat curtains can also be hung on a pole using curtain rings.

      Pinch Pleat – Pinch pleat headings are stiffened with heading buckram and then individually hand pleated. The width of this ornamental fixed heading which is very smart, cannot be adjusted once made. We will allow 15cm per curtain for additional fullness.   The depth of the heading is adjusted to the curtain length.  Curtain drop to 168cm has a 10cm heading, curtain drop to 259cm has a 12.5cm heading and curtain drop over 260cm has a 15cm heading.

      Tab Tops – A Tab Top heading is created with tabs spaced approximately 15cm apart, and at a standard length of 10cm.  These curtains are not so easy to draw.

      Eyelets – This contemporary, smart heading is created using an equal amount of rings spaced approximately 12cm apart and 3cm from the top of the curtain. The eyelet heading is suitable for a pole diameter no greater than 35mm. 

       

    • How big are the eyelets?

      Eyelets are available in a selection of eight colours and fit a pole up to 35mm in diameter. 

       

    • Why should I choose dimout lining?

      All our curtains are made with a quality lining in cream, white or ivory but for additional light prevention, we would recommend dimout lining instead.  Especially useful for small children or those who work at night.  Dimout lining is available in cream or white.  It does not entirely block the light but allows less light through the curtain than our standard lining. 

       

    • Why should I choose interlining?

      All our curtains are made with a quality lining in cream, white or ivory but certain fabrics, especially silks, do look more luxurious if they are interlined, which is a thick blanket type fabric stitched between the finished fabric and the lining.  So interlining will enhance the look of your curtains and has the added benefit of improving heat and sound insulation, but it will make the curtains bulkier. 

       

    • My curtains are not the correct size?

      Our curtains will have been made to the measurements you entered into the site.  These measurements would have been stated in your confirmation email.  If a mistake has happened please do contact us via email at help@wallpapperdirect.com and we will be happy to help.

    • My curtains are faulty, what do I do?

      If you believe there is a fault with the curtains you receive please do contact us help@wallpaperdirect.com and we will be happy to help.

       

    • Can I return my fabric if I change my mind?

      Sorry no, as the fabric has been cut to the length you ordered.  This of course does not affect your statutory rights.

       

       

  • Blinds

    • More information on roller blinds

      Laminated Roller blinds are produced by fusing a specially coated fire retardant white, or cream, poly cotton cloth to the back of your chosen fabric. Our standard Roller blinds have a straight finish and are reverse rolled (fabric falls forward) onto a roller tube with a sidewinder operation. All blinds are produced with neat side hems and a sewn pocket at the bottom. Blinds that are larger than the width of the fabric (generally 137cm) will be made with a centre panel and two side seams. The seams may show through the front of the blind when it is lowered during daylight – this would be eliminated if dimout lining is chosen. Although fabrics are accepted for manufacture as laminated Roller blinds and every effort is made to deliver a perfect product, it is not possible for us to guarantee that geometric designs will be true. (In textiles, a straightness tolerance of 3.5% is the norm – all blinds will be made to this standard).

    • More information on roman blinds

      A Roman blind is one where the fabric lies flat when the blind is fully lowered and is raised in graduated folds (‘waterfall’). Our standard Roman blinds are made on a specialist track system with a continuous chain control. They are lined and pull up from the first bar, so the decorative fabric does not face the sun and fade. Blinds that are larger than the width of the fabric (generally 137cm) will be made with a centre panel and two side seams. The seams may show through the front of the blind when it is lowered during daylight – this would be eliminated if dimout lining is chosen. When requesting a Roman blind which will be fitted outside the recess, your blind will be made with side returns as standard – these are Velcro fitted fabric tabs to cover the ends of the headrail (not available on blinds fitted inside the recess).