DELIVERY & RETURNS
We aim to pack and ship products that are in stock within 3 days of purchase, although this may sometimes be extended due to volume of sales or holidays. For products that are made to order, we will inform you individually of the current lead time to delivery in the item details.
Wallpaper samples are processed weekly, meaning that some sample requests can take up to 7 working days to arrive. In the UK they are sent via Royal Mail 1st class and overseas we send via Royal Mail's tracked and signed service. We usually use the Royal Mail service and for larger or more expensive items we may use independent courier services.
Parcels are charged by their weight and volume, you will be guided through the process by a series of simple instructions at the checkout.
Please do ensure that you provide us with the correct delivery address. It is the responsibility of the customer to supply all the appropriate contact details for our third party contracts to use to enable them to deliver your parcel to the correct address. For any parcels that do not reach their intended destination due to incorrect information being given, all charges incurred to rectify the correct delivery or loss of, will be the responsibility of the customer.
We are able to ship around the world using tracked and signed for services upon request. If you are not able to find a shipping quote for where you are at the checkout please contact us at firstname.lastname@example.org and we will provide a tailored quote for you.
International customers (Non European) are responsible for duties and taxes for shipping to the destination country. Ellen Merchant cannot estimate or cover duties or customs on international shipping.
If you would like to collect your order in person from our studio in London, email at email@example.com to arrange a time and use the code 'LOCAL' at the checkout.
All Ellen Merchant goods that are handmade may contain small variations in colour, pattern and size, providing you with a unique product and Ellen Merchant does not accept returns on these expected irregularities.
We hope that you love your purchase! but in the event that you are not happy with your items, Ellen Merchant will exchange or refund products provided that they are returned in the original condition, with the original packaging and within 14 days of receipt to: Ellen Merchant, Studio 202 The West London Art Factory, London W3 0SL. Please request a proof of postage and purchase adequate postage insurance. Please note that goods being sent back to Ellen Merchant are the responsibility of the customer until they reach us. Ellen Merchant cannot be held responsible for anything that gets lost or damaged in transit. Delivery charge and returned postage will only be refunded should an item be faulty.
It is the responsibility of the customer to check the colour, design and quantity before you use/cut into the order. If the fabric/wallpaper is faulty, contact us immediately at firstname.lastname@example.org. Please note that we cannot accept any returns once the fabric or wallpaper has been cut.
Please contact us as soon as possible at email@example.com if you wish to cancel a product which is made to order. Once production begun or the order has been delivered, the product will be non-refundable unless it is deemed to be faulty. In accordance to the Distance Selling and Online Trading Regulations, Ellen Merchant products which have been made to the customer's specifications are exempt from standard cancellation rights. Cancellations are offered subject to the discretion of Ellen Merchant Ltd.
Deliveries to third Parties:
Where deliveries are made to third parties (curtain makers, upholsterers, etc) on the instructions of the customer, it is the responsibility of the customer to ensure that the correct material is received. You must contact us within 14 days of receipt of goods if there are any problems with your order. Ellen Merchant is not responsible for any labour costs as a result of cutting into and/or the use of incorrect or faulty material/wallpaper.
Damage to goods on route:
If you notice the order is damaged, we advise you to not accept the package and contact us immediately. Alternatively, take a photograph of the damage and/or send it back notifying us of the damage and we will ready for an exchange or refund. We must be notified of any damages or losses to goods in transit within 2 weeks for it to be refundable.
Please note, sale goods are not eligible for exchanges, returns or refunds.