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.
- Is my payment secure?
Wallpaperdirect uses Thawte SSL encryption technology to scramble your sensitive data and provide maximum security over the internet.
- What is the cost of delivery?
Standard delivery to Australia is $19.00, orders over $150 delivery is free.
The delivery of samples to Australia is $1.
- 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 to Australia is up to 10 working days. If delivery is going to be longer than this you will be notified by email. On confirmation of your order you will have the option to track your order using the Metatrack system.
- 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 email@example.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:
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.
Orders should be returned to:
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 firstname.lastname@example.org . 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.
- Will my parcel be charged customs and import charges?
If You live outside the UK You may be charged additional handling fees and custom duties and or other taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers) and are therefore your responisbility.
Wallpaperdirect has no control over these charges and we can’t tell you what the 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 you order, so you are not surprised by charges you were not expecting.
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 email@example.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 $2 each (postage to the Australia $1). These are posted and should arrive within 10 working days.
- 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: firstname.lastname@example.org
- 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?
- 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.
- 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?
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.
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.
- 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.
- How can I contact wallpaperdirect?
Visit the contact us page for details
- I can't find the wallpaper I want on your website, can you help?
Yes, email us on email@example.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 (UK time).
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 firstname.lastname@example.org 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 email@example.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.