Shipping and Returns
- What forms of payment does wallpaperdirect accept?
Wallpaperdirect accepts most major credit and debit cards.
- 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?
For orders which are over $150 delivery is free (this is full duty paid shipping). For orders under $150, the shipping cost is $15.
- 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.
- Where do your products ship from and how long does delivery take?
Although we have a US base of operations where we hold a limited stock of paper, the majority of our orders ship from our worldwide warehouse which is located in the UK. We stock over 6,000 patterns and delivery to the USA is 3-8 working days for in stock items. If delivery is going to be longer than 8 working days you will be notified by email. Once your order has shipped, you will receive an email with the tracking number so you may anticipate delivery of your package.
- Can I expedite my order?
Unfortunately we are unable to expedite or overnight ship any orders due to the fact that your package must clear customs, however we do use DHL Express to ship our orders, which is a very fast delivery service. Once an order ships it generally arrives to you in 3 business days.
- Will I need to sign for my package?
Yes, a signature will be required for your delivery. If you are unable to sign for the package on the first attempt, the delivery service will leave a door tag for you to sign and the service will return the next day to leave your package. You may also leave a signed note for the delivery driver stating that you give permission to leave the package without a signature. An email with the tracking information will be sent to you so you can anticipate when the package will be delivered.
- 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.
- Can I return unopened wallpaper?
If you are dissatisfied with the product for any reason, US customers may return the product in its original unopened condition within 60 days of the date of purchase, for a full refund of the purchase price. However, if a product has been made individually to your specification then these rights to return do not apply, unless the product is faulty. This includes hand made to order curtains and cut to order fabrics. We do not accept returns of samples.
Returns are required to be returned to our US office.
If shipping your return by the US Postal Service, please return to:
PO Box 1258
Maynardville, TN 37807
If shipping your return by a courier, please return to:
155 D-2 Durham Drive
Maynardville, TN 37807
We suggest that you may want to keep at least one roll of wallpaper in case you ever have to make a repair to a wall. This will ensure that the paper is available and it is from the same batch as your original order.
When returning goods in any of the above circumstances please send us an e-mail to Wallpaperdirect Customer Service at email@example.com. Please state your order number, date of receipt, and the reason for returning the product. Please include your order number in the package you are returning. We also ask that you pack the product with packing materials to protect it during shipment, especially the ends of the rolls. Loose rolls in a box can arrive damaged and we can not refund for damaged rolls*. Please package the contents tightly in the box. Once we receive your return back in good condition we will refund the amount back on to the card used and confirm we have done this by email.
*We also suggest insuring the returning package for the value of the product in case the rolls arrive damaged back to us. Damage to rolls can include crushing, creasing or dents on the ends which may appear slight but cause the paper to not be re-saleable.
- If the wallpaper is faulty what is your returns policy?
In the unfortunate event of a fault in your paper, please contact us as soon as you determine there is a fault so we can promptly resolve the matter for you. Please 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 as long as we receive the faulty samples and original roll labels for each roll affected
When returning goods because of a fault, please send us an e-mail to Wallpaperdirect Customer Service team at firstname.lastname@example.org as it may not be necessary to return the entire roll, only samples depending on the situation. Please state your order number, date of receipt, details of the fault and whether you would like a refund or a replacement product.
Faulty samples with the original roll original should be returned within 60 days to:
PO Box 1258
155 D2 Durham Drive
Maynardville, TN 37807
- Can I cancel my order after it has shipped?
You can not cancel an order after it has shipped and at that point it is necessary to make a return (please see shipping and returns for instructions). Please do not refuse delivery of the package as this incurs additional shipping costs. If you refuse delivery of a package and the package is returned to us then those additional shipping charges may be deducted from your refund.
- My wallpaper has just arrived and it appears the rolls are damaged. What do I do?
If in the unfortunuate event that your order arrives and the rolls appear to be damaged, then please contact us as soon as possible. Please keep all packing materials, the box, and contents. We will need photos of the packing materials and contents in order to file a claim with the courier. We will work as quickly as possible to obtain replacement rolls for you as soon as we have been informed of the situation.
Shopping and Product
- How to make tax exempt purchases on Wallpaper Direct
If you are a business and exempt of Sales Tax please email your order details along with your phone number and current valid Tax Exemption Certificate to email@example.com and our sales team will contact you to process payment.
- I'm having difficulty checking out? Do you ship to the US?
Sometimes customers have had difficulty checking out on our website. This happens when a customer has visited our international site.
To be sure you are on the US site - please see the bottom of the home page and if you see "US Site" in gray letters then you are on the International Site. If it says "US Site" just click on that word and it will change to the US Site. You should also see the US flag in the upper right of the home page. If this does not work, you might trying clearing your cookies and re-entering the website as:
Please know that some products shown on the international site may not be available for sale to the US market.
- Why does it state "Not available in the USA"? I think I'm on the US site.
We have an international side of our site and a US side. When you receive this message on a product it is because you have initially entered our site on the international side. The message is given for products that we can not sell in the US due to distribution agreements. You will not see those products offered on the US side of our site. Please be sure that the US flag is in the upper right corner of our home page to be sure you are on the US side of our site.
- What paste should I use on my wallpaper?
Different wallpapers require different paste; in general we would recommend a good quality adhesive such as Albany Concentrated Adhesive (sold on our site) or Zinsser Sure Grip Universal Wallcovering Adhesive (not the heavy duty version - available at Ace Hardware). We recommend the correct adhesive which the manufacturer has stated, at the check out stage. We describe all our adhesives on our wallpapering tools page. If you have any questions then contact us at firstname.lastname@example.org. Please know that the incorrect adhesive can cause adverse effects to your paper.
- What size are the wallpaper samples?
You can order an approximate 8.5” x 11” sample of wallpaper by choosing your required product, selecting "Add a sample" and adding this to your basket. The first two samples are free and thereafter they are $1 each. These are mailed by the US Postal Service and should arrive to you within 5 business days.
- What size is a roll of wallpaper?
Most of our wallpapers are standard sizes approximately 21 inches wide and 11 yards long – these are also called double rolls or Bolts. A double roll is one physical roll with about 11 yards or 33' of wallpaper on the roll. The price shown on the site is for this size 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: email@example.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 waste.
- What do the symbols on my wallpaper mean?
Click here to download a PDF with definitions for all the symbols on your wallpaper.
- What is a batch number?
Wallpaper is printed in batches of rolls. It is important to have the same batch number, to ensure colors 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. We recommend that you always keep your roll labels as we do not keep records of batch numbers that are sent. The roll label is the only place where the batch number can be found.
- If I have not ordered enough wallpaper can you match a batch number 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.
- I've never hung wallpaper before can I get some advice?
- When should I schedule my installer?
Schedule your installer after you have your paper and after you have checked that your order is correct. There are many factors that can impact your readiness for your installer (for example your paper may not arrive as planned) and you would not want to have to ask your installer to reschedule his/her appointment with you.
- 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.
- Should I keep the roll label from my wallpaper rolls?
It is always a good idea to keep the roll label so you will have the pattern number and the batch number of your paper in case you need to order more paper. When we ship you rolls we do not keep records of the batch number that you received. Also, if your paper is faulty we require the original roll labels in order to provide replacement rolls.
- Why do some papers say to paste the wall?
Technology in wallpaper manufacturing 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.
- What do I do with pre-pasted wallpapers?
Some 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.
- 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 practice 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 determine how many rolls to order?
We have a wallpaper calculator on our site to help you estimate how much to order. The calculator is located under the "How To" section. Please be sure to enter each individual wall dimension. The calculator will calculate the number of rolls to order based upon the size of the rolls we sell which are bolt size rolls (also called 'double rolls) with almost 33' of wallpaper on each roll.
Please be advised that this facility is only an estimation and we would recommend that you seek advice from a decorator, we cannot be held liable for under/over ordering. You also may return any unopened rolls.
- 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 around 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.
- How can I contact wallpaperdirect?
You can email us at firstname.lastname@example.org or telephone us at 1-855-972-9273.
- What are your working hours to receive telephone calls?
Our customer service team are available from 9.00am to 3.00pm Monday to Friday, Eastern Time (EST). If we miss you, please feel free to leave a message or email us at email@example.com and we will reply to you as soon as possible.
- Do you have stores?
Wallpaperdirect is part of the Brewers group and we have branches located in the UK. However, at this time, Wallpaperdirect is only an online store in the US.
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 "Add a sample to my cart" and adding this to your basket. Fabric samples are approximately (8.3 x 5.8 in) in size, depending on the design. The first two samples are free and thereafter they are $1 (which includes local state taxes and postage). They are mailed and should arrive within 5 working days
- 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 mitered 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 dim-out lining instead. Especially useful for small children or those who work at night. Dim-out 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 visit our contact us page for details 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 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.