Please note: Online orders are now closed for a Winter break until Monday 18th December, however our showroom remains open.

Showroom Enquiries: 01543 263327


Online Sales: CLOSED TILL 18th DECEMBER

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Frequently Asked Questions

1. Is your Checkout Secure?

Yes. Here at Decor Supplies we take your online security very seriously and have in place the latest online security encryption software to ensure your details are safe. Decor Supplies uses Comodo SSL encryption technology to scramble your sensitive data and provide maximum security over the internet.

2. How long will delivery take & how much will it cost?

Dispatch times vary depending on the product purchased, please check on the product detail page for the approximate dispatch time.

Once your order has been dispatched, orders going to the UK are usually delivered within 1-3 working days.

Deliveries to the EU are within 5-7 working days and the Rest of World is 7-10 working days, once again this is once the order has been dispatched.

We use a combination of Royal Mail and courier services to make sure your orders reach you safe and sound. We may require a signature upon delivery of your order.

We will email you updates to let you know how when your goods have been dispatched. Some email accounts will ‘Junk’ any emails that are sent from addresses that are not recognised, so make sure you add sales@decorsupplies.co.uk to your address book so that we can get in touch with you!

If you do not receive your order within the expected delivery time for your country and if you have not received any tracking emails, you can get in touch with us and we will be happy to look into this for you.

3. Where is my order?

We will email you as soon as your order has been dispatched.

Some email accounts will ‘Junk’ any emails that are sent from addresses that are not recognised, so make sure you add sales@decorsupplies.co.uk to your address book so that we can get in touch with you about your order!

4. Can I change my order?

Simply drop us an email or call us and we will try our best to make the changes. If your order has already been despatched then we will not be able to make any changes or cancel it. However, you can return the unused items to us for a full refund when you receive them. Check our Returns Policy for all the info on how to return your items to us.

5. Do you deliver to countries outside of the UK?

Yes, deliveries can be made outside the UK mainland, we currently deliver to over 60 international destinations at very competitive prices, please visit our checkout page to see if we deliver to your location. Then simply add the items you would like to purchase to your basket and then either use the ESTIMATE SHIPPING AND TAX function on the first page or proceed to checkout for an accurate price.

Please note we are not allowed to send either Harlequin, Morris & Co, Scion or Sanderson products to anywhere outside of the EU. This is a condition set down by the manufacturer.

6. Will I need to pay import duty for delivery outside of UK?

Whilst we do NOT apply any additional charges to the cost of your order, Import Duty, Custom Charges and Delivery Surcharges may apply to your delivery country if you are ordering from outside the EU. If charges are applicable, the courier will contact you directly prior to delivery. Please check with your local or National Tax or Customs office for further details.

7. Do you deliver to PO Box addresses?

Yes we do deliver to PO Box addresses, please note this will often mean we have to send the parcel via Royal Mail as most couriers do not offer this service.

8. If the product is faulty what is your returns policy?

In the event of a fault please contact us immediately. In most cases we will ask you to send a sample of the product clearly showing the fault along with all the product labels – it should not be necessary to return all of the faulty product. Please note that you should check all products for faults before and during application and you should not throw away the product labels until you have finished decorating. If the product is defective in any way or has a fault, a full replacement or refund will be made at no charge.

9. What happens if my item is out of stock?

We will email you advising you of a revised delivery date. We will also give you the option to reselect or cancel if this date is not acceptable.

10. Can I pick up or return to your showroom?

I'm sorry to say are are currently unable to offer a collection service for on-line purchases, however you are more than welcome to visit our showroom and purchase over the counter. We do advise that you call prior to your visit to ensure we have enough in stock for you.

Regarding returns you are welcome to return the goods purchased on-line back to us in person to save on carriage costs, however your refund will need to be dealt by one of our on-line sales team and not a member of our showroom staff, so it is advised to contact us in advance via e-mail or phone so we can arrange this for you.

11. Can I order samples and what size are they?

Ordering samples is a great way of seeing if a product is the right choice for you - you get to feel and see the product to get a clear idea of how it will look in your chosen environment.

Plus, we’ve now made it easier than ever for you to order samples online, simply browse to the particular wallpaper you are interested in and click the 'Order Sample' button.

Wallpaper samples are usually sent from our warehouse and are the full width of the roll and at least one pattern repeat or approx 50cm x 50cm. However if the sample is either out of stock or a non stocked design then these samples are usually sent to you direct from the manufacturer. These samples tend to be only A4 samples.

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

Wallcoverings are printed on rollers and therefore every design has a repeat but sometimes on a plain or striped wallpaper the repeat does not matter.

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 sometimes called random 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.

13. Are batch numbers important and what do they mean?

Wallcoverings are 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.

14. I'm after a particular batch can you help?

We are always happy to help with locating a batch. We often carry a large amount of stock and can quickly check our storeroom for you. Please either e-mail us or call us and we will try our best for you.

15. I can't find the product I want on your website, can you help?

We do not have every item we sell listed on our website, so if you can't find it please feel free to contact us either my e-mail or phone and we will see if we either stock the item or if we can order it in for you.

16. What are your working hours for customer support?

Our on-line customer support team are available from 9.00am to 5.00pm Monday to Friday.

17. Do you have a shop I can visit?

Yes, we have a showroom with a total of 4,500 Sq ft of selling space. Our showroom offers a stunning amount of decorating products all under one roof. Our showroom is situated on the Britannia Enterprise Park in Lichfield, just off the A38 and opens 6 days a week (closed Sunday) and has a free & ample car park.

18. Question not answered?

If our FAQ's didn't help, feel free to get in touch.

Send us an e-mail and we'll get back to you within 1 working day. sales@decorsupplies.co.uk

Prefer to give us a call? Our team is here to help...

Monday - Friday : 9:00am - 5:00pm

On-line customer support telephone number: 01543 268907

If you'd like to write to us, drop us a line at the following address.

Decor Supplies

Unit 23

Britannia Way

Britannia Enterprise Park

Lichfield

WS14 9UY

Staffordshire

United Kingdom

 

We look forward to hearing from you!