UK Orders: To create a return label, please click here
Returns Policy – please read before returning items
We’re happy to accept returns for most items bought from our online store as long as they reach us within 30 days of purchase.
Wallpaper is produced in batches and, because of the way we manufacture (either to order or in very small runs), batches are frequently rotated and discontinued. This means we can’t reliably reuse stock that comes back to us after this period, so we limit returns to 30 days.
Return postage and arrangements are the responsibility of the buyer unless we’ve supplied faulty goods (see “Returning faulty items”).
For practical and hygiene reasons we cannot accept returns for:
- opened tins of paint or test pots
- wallpaper samples
- tools and DIY accessories that have been opened or used
- wallpaper rolls that are not in their original, unopened packaging.
1. How to return – UK
We’ve partnered with Evri to offer a subsidised return service for returns.
Please include your original order invoice inside the parcel. If you no longer have this, please include a note with your order number or your full name and postcode so we can correctly identify your return.
To create a return label, please click here
This is a subsidised service and is currently £6 per label. Each label covers one parcel up to 15kg and within Evri’s standard parcel-size limits (see Evri’s website for current dimensions). We offer this because wallpaper can be bulky to send back and can attract high shipping costs.
Please make sure your return is securely packaged. Where possible, reuse the box and void fill from your original order. Cellophane wrapping on wallpaper rolls must be intact and undamaged. Additional packing material such as bubble wrap may be useful to protect the goods in transit.
Once your return has been handed to Evri, we aim to receive and process it within 10 days. If it has been more than 10 days since you posted your parcel and you have not received your refund or any update from us, please contact our Customer Service team.
This Evri service is provided by Evri Parcelnet Limited and your shipping contract for the return is with Evri. You remain responsible for ensuring the parcel is correctly addressed, suitably packaged and handed over to Evri. Please retain your proof of posting.
2. US, International and Alternative Returns
All orders must be returned to the below address:
ILW Returns
C/O Henderson Design Group
28 Oakesway
Hartlepool
TS24 0RE
United Kingdom
Please include your original order invoice or a note with your order number or your name and ZIP code/ postcode inside the box so we can identify your order.
All returns must reach us within 30 days of delivery and be in their original, undamaged packaging.
Due to additional processing and costs, US / international returns are accepted only as a gift card or credit note to be used on a future purchase rather than a cash refund.
We strongly recommend using a tracked and insured service. Return postage and insurance are your responsibility and at your cost, unless we have agreed a return for faulty goods.
3. Cancelling an order
Our warehouse and print facilities work on very fast turnaround times so we can print and ship wallpaper quickly. This means we do not have a guaranteed window in which we can amend or cancel an order before it is dispatched.
If you need to change or cancel an order, please call our Customer Service team as soon as possible during our opening hours. If your order has not yet entered the packing or print process, we will do our best to help, but we cannot guarantee that changes or cancellations will be possible.
4. Returning faulty items
If you have a faulty order, or if you suspect something is wrong with your order, please contact our Customer Service team here.
Wallpaper is produced in batches, and slight colour variations between different batches are normal. Please check that all rolls have the same batch number before hanging. (The batch code is printed on each roll label.) If we supplied you with mixed batches in one order, this is our error - please stop and let us know immediately. However, if you use rolls from different orders or different batch numbers, any colour or print variances are not considered a product fault.
Before cutting or hanging any wallpaper, please ensure all rolls are from the same batch and have no visible defects. You should cut 2–3 test drops initially and inspect them in good light, left to right, to confirm there is no shade variation across the roll or any printing fault. If you notice any issue, do not continue hanging; stop immediately and contact us for guidance. Please retain all product labels (batch stickers) until your project is complete - these are needed if there is a problem.
If you report a potential fault after installation, we will require clear evidence to assess the issue. This includes a photograph of all roll labels from your order and photos of the issue. In some cases, we may also request a physical sample/offcut of the affected wallpaper for analysis.
We cannot be held responsible for any decorator or third-party charges incurred due to wallpaper faults that were visible prior to hanging. Always follow the checks above and contact us at the first sign of a problem. We will swiftly arrange a remedy for product faults, but we do not cover installation costs in such cases. This does not affect your statutory rights.
5. Returns received outside the returns period
Returns that reach us outside our 30-day returns window are not eligible for a refund.
Because of limited warehouse space, we are unable to store out-of-policy returns. If you send items back after the returns period without prior agreement, we will contact you to arrange collection of the goods. Collection or return shipping must be organised and paid for by you. Any rolls returned are subject to automatic restock, this means we cannot ensure we are able to return the same batch to you.
If we do not hear from you within a reasonable time after we contact you, we may dispose of the goods.
We are not responsible for items mistakenly returned to us. We will dispose of any goods returned through our Evri returns service or send to our returns department which are not part of a customer's order.
This does not affect your statutory rights.
6. Delivery disputes
If your parcel is shown as delivered by the courier but you are unable to locate it, please notify us within 30 days of the stated delivery date so we can investigate. We may need some information or documentation from you to assist with the courier’s investigation.
We will normally supply a short “denial of receipt” form which you can print and sign, or hand-write and sign if you do not have printer access. Without this, we may not be able to progress the claim with the courier or offer compensation.
Our standard investigation timeframe is up to 10 working days, and we will keep you updated and aim to resolve this as quickly as possible.
