Welcome to our store

FAQ’s

Please look at the following frequently asked questions as they may answer your query before contacting us at [email protected] or call us on (0044) 020 8549 4321.

Q. What forms of payment does Wallpaper Online UK accept?

Payment may be made by any of the following methods; Visa Credit Cards, MasterCard, all Debit Cards, American Express and PayPal.

Q. Is your payment gateway secure?

Yes. Your details are not captured or made available to anyone. Your credit card details are encrypted by our payment gateway advisers Sage Pay and PayPal so that no one can obtain your card information. Wallpaper Online UK cannot access your credit or debit card details at any time.

Q. Has my order been received?

When you place your order on the Wallpaper Online UK website, you will instantly receive an automated email confirming that this order has been received. When our staff process this order you will receive a second email thanking you for this order and giving you the delivery and availability status. You can access your account at any time to check the progress of this order.

Q. What if the wallpaper that I order is out of stock?

As soon as possible, our staff will notify you if there is any problem with the stock. The manufacturers are open 9am to 5pm Monday to Friday so we can only be sure of wallpaper availability during these times. You will then be able to decide if you wish to receive a full refund or wait until the new stock is available.

Q. How much will delivery cost?

The delivery charges stated are for delivery within mainland UK only.

Q. How long will my delivery take?

The delivery times are stated alongside the wallpaper ranges are for mainland UK. Delivery within the UK will normally be within three working days from date of order. European and international shipping rates and dates are available when you contact [email protected]. Delivery will be by courier and will need to be signed for upon arrival. Certain products will need to be delivered to a business address only. International orders will generate tracking details when despatched.

Q. Do you charge Value Added Tax on wallpaper?

All prices shown on our website have the UK standard of VAT already applied. Orders for delivery outside the EU are free of UK VAT.

Q. Do you allow shipping to an address other than my own?

Yes, Wallpaper Online UK is happy to deliver to an alternative address. Certain products will need to be delivered to a business address only. Due to the fact that a signature has to be obtained upon delivery, delivery to a work address is often preferred. We cannot deliver certain manufacturers wallpapers outside of the UK. When making your purchase online you will be given the opportunity to enter both an invoice address and a shipping address. Delivery will be by courier and will need to be signed for upon arrival.

Q. Do you accept cash on delivery?

No, all products must be paid for in full upon placement of order.

Q. If the wallpaper is faulty, what is your returns policy?

In the event of a fault please return the wallpaper or fabric to us with the manufacturer labels. You should check all wallpaper products for faults before and during hanging. You should only hang 3 drops before reporting a fault. Please contact us immediately if a fault is found so that we can send out replacements if necessary. Please do note that you should check all wallpaper products for faults before and during hanging. If you wish to return Products, please send Wallpaper Online UK an email to Customer Service before returning the products:

[email protected] or call (0044) 020 8549 4321

If you are returning Products, please send them to Wallpaper Online UK Ltd, 32 Surbiton Road, Kingston-Upon-Thames, Surrey, KT1 2HX. This is our address for returns and any other communication. If the Product is defective in any way or has a fault, a replacement or refund will be made at no charge. If you are able to take a photograph of the damage and attach in your email, this would help us tremendously in solving the issue.

If there is any short delivery or damage to goods in transit, this should be notified to Wallpaper Online UK with full particulars within three working days of delivery. Where deliveries are made to third parties, it is the responsibility of the customer to ensure that the correct product and quantity has been received. We advise that a sample is sent to the third party for verification. We cannot be financially liable for delay in delivering the Products, however arising.

Q. Can I return non faulty wallpaper?

Refunds cannot be given by Wallpaper Online UK Ltd for either wallcovering, fabric or adhesive ordered; therefore it is imperative that you ensure that the quantity of wallpaper and/or fabric you order is correct.

Q. The wallpaper I am looking for is not listed on your site. Can you help?

Please email us as much information as you can. Information such as the pattern name, reference number, manufacturer and or collection name is very useful. Additionally we regularly receive photographs of wallpapers that we can generally identify due to our excellent level of product knowledge. Our email address is [email protected]

Q. Can you supply fabrics to match my wallpaper?

Generally yes. Please supply us with details of your needs and we will try to help you. Our email address is:

[email protected] or call (0044) 020 8549 4321

Q. Is the wallpaper shown online an exact match of the physical product?

Wallpaper Online UK strongly advise that a sample of the wallpaper is ordered prior to buying your wallcovering. Wallpaper Online UK endeavours to ensure that we provide the best representation of the wallpapers on our site; however your computer monitor or android may view the colours differently. Wallpaper samples are charged at £2.50 per sample. This amount is fully refunded upon placement of order.

Q. Does Wallpaper Online UK participate in web site link exchange programs?

No! Link exchange requests for websites and/or companies will be ignored. We endeavour to protect the information you provide and there are various security procedures that have been put in place. Our servers can only be accessed by authorised personnel.

Q. How may I contact Wallpaper Online UK?

Our email address is [email protected]. Our telephone number is (0044) 020 8549 4321.

Q. What size are the samples?

Our samples are generally A4 in size. The samples arrive pre-cut from the manufacturer so they dictate the size, however, we are usually able to offer A4 samples.

Q. What paste should I use on my wallpaper?

Different wallpapers require different adhesive; we will always recommend the manufacturer’s own ready mixed adhesive which is listed alongside the wallpaper range.

Q. What does the pattern match on my wallpaper mean?

Wallpapers with a design generally have a pattern repeat but usually plain or striped wallpaper does not. 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 e.g. 52cm.
  • An offset match is often called a half drop, this means the match is obtained by halving the repeat. For example a label might state a 52/26cm offset match. This means the design repeats every 52cm and the point at which they match from left to right is every 26cm.
  • 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.

Q. 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. If you need to purchase additional wallpaper then it is always important to state the batch number required when you place your order. We will endeavour to locate additional wallpapers with this batch number for you.

Q. Why are some wallpapers now labelled as ‘paste the wall’?

Technology in wallpaper manufacture has advanced. The introduction of polyester fibres in paper pulp, means this wallpaper 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. This is now an easy way to hang wallcovering. Paste the wall paper is also easier to strip when you want to change.

Q. 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. However, not all wallpapers require lining paper. 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.

Q. How do I achieve horizontal stripes?

This is usually a standard striped paper, hung horizontally and gives a very different effect. This will make a wall appear wider.