You will need your order number and email address. Click here
When finished you will get an email confirming that you have submitted a request for a return/refund.
3. You will get an email to confirm that your return / refund has been excepted or rejected. If accepted or rejected you will be contacted by one of our team to discuss your return/refund.
COST OF RETURNING AN ITEM.
We require you to be responsible for the cost of returning an item to us where you have changed your mind. This will vary depending on the size of the item you are returning.
One of team will be in touch to confirm these costs before we proceed with any delivery return.
The cost of the return will be deducted from your refund.
You can also return the item yourself, please keep proof of your of this as you may need to track the parcel if it gets lost or damaged.
- You’ve got 28 days to send something back to us from the day you ordered it.
- We do not except returns on mixed paint as this is mixed to your specification.
- If returning wallpaper please contact us to organise this return, please do not send it back directly to the supplier before contacting us as this will delay your refund.
Refunds
- On average a refund will take up to 14 days.
- We will start to process your refund and email you as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
- If you paid for your order with a gift voucher a replacement to the value of the refund will be issued. If we receive your return outside of the returns policy timeframe, you may also receive your refund as a voucher.
- If you've waited more than 28 days with no email from us, please get in contact on 02890 992423.
IF YOU CAN'T SEE YOUR REFUND ON YOUR BANK STATEMENT.
For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction. If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.
Please wait 14 days before contacting us about your refund if you haven’t heard from us yet. If it’s been 14 days, we’ll get this looked into for you ASAP; just head over to our Contact Us section with the below information
- Your name
- Order number
- Product name and codes of the items you returned
You may have received your refund as a voucher if your items were returned to us after the returns policy timeframe. If this could be the case, please check your emails including spam and junk.
IF YOU HAVE PAID USING KLARNA OR CLEARPAY
If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges, this can be done by contacting Klarna or Clearpay or via the Klarna or Clearpay app.
On average a Klarna & Clearpay refund will take up to 15 days: 14 days to be returned, checked and processed, with an extra day for your invoice to be updated.
If you have any questions about extending your invoice, please contact Klarna or Clearpay Customer Service.
I’m returning part of my order but keeping some item, how will this affect my invoice?
The value of any items returned will be deducted from your outstanding balance, you should continue to make any payments that are due for the remaining instalments. It takes up to 24 hours from your return being processed by us for your invoice to be updated – we’ll send you an email as soon as your refund has been processed.
If you have already paid your invoice or the value of your return is higher than your outstanding balance, then you will receive a refund from Klarna or Clearpay for the items that you have returned.
