We want every order to arrive safely and in perfect condition. Our 30 Day Damage & Delivery Guarantee covers orders that arrive damaged, defective, incorrect, or are confirmed as lost in transit.
If there is a problem with your order, please contact us within 30 days of delivery, or within 30 days of the expected delivery date if your order has not arrived, and we will help resolve the issue as quickly as possible.
This guarantee is offered in addition to your statutory rights and does not affect them.
What is covered?
- Items that arrive damaged in transit.
- Items that are defective.
- Items that are incorrect or not as ordered.
- Items that are confirmed as lost in transit.
Made-to-order items
Most of our stickers are made to order and produced specifically for the size, colour, design, name, number, or text selected at checkout. Because of this, we cannot usually accept returns, refunds, or exchanges for change of mind where the item supplied matches the order placed.
This includes, but is not limited to:
- Ordering the wrong size, colour, design, name, number, or text.
- Wanting a different size, colour, or design after the item has been made.
- No longer wanting or needing the item.
- Misunderstanding the design where the item supplied matches the product listing.
If your item is faulty, incorrect, or not as described, please contact us so we can help put it right. This does not affect your statutory rights.
Application and surface suitability
Wall stickers must be applied carefully and to a suitable surface. Full step-by-step application instructions are provided, so please read these fully before attempting installation.
Our stickers are designed for smooth, clean, dry, fully cured surfaces. They are not recommended for freshly painted or not fully cured walls, textured surfaces, dusty or dirty surfaces, damp surfaces, greasy surfaces, or certain specialist paints such as wipe-clean, easy-clean, anti-mould, silk, or other low-adhesion finishes.
Issues caused by application mistakes or unsuitable surfaces are not covered by this guarantee where the item itself was supplied correctly.
If a test sticker is provided, it should be applied to the same surface where the main sticker will be installed and left for at least 24 hours before applying the main sticker. If the test sticker lifts, curls, bubbles, or does not adhere properly, please do not apply the main sticker. Contact us first if you are unsure.
Important: please check before installation
Please inspect your item before attempting installation. If you believe your item has arrived damaged, defective, incorrect, or not as ordered, please do not apply it or remove it from the backing paper. Contact us first with clear photos so we can review the issue.
Once a sticker has been applied, partially applied, or removed from the backing paper, it can be difficult to confirm whether the issue was present on arrival or happened during installation.
How to make a claim
- Contact us within 30 days of receiving your order, or within 30 days of the expected delivery date if the item has not arrived.
- Include your order number and a brief description of the issue.
- For damaged, defective, or incorrect items, please send clear photos of the issue before installation.
- If the parcel appears to have been damaged in transit, please also include photos of the packaging.
- Once received, we will review the information and advise on the best solution.
If the issue is covered by this guarantee, we will usually send a replacement free of charge. In most cases, you will not need to return the damaged or defective item to us.
If there is a problem with your order, please contact us directly so we have the opportunity to resolve the issue for you as quickly as possible.