Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To reduce paper waste in line with our environmental policies, orders larger than 10 rolls are unable to be returned. If you are placing a large order please order samples to ensure you are happy with your chosen design and paper type before ordering.

To be eligible for a return, your order must be in the same condition that you received it, uninstalled and unused, less than 10 rolls and in its original packaging. You’ll also need the receipt or proof of purchase. Custom colour choices do not affect your right to return.

To start a return, you can contact us at info@claretandkey.com.

If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@claretandkey.com.

 

Returns Process

If you would like to return your order, first contact us to arrange a return. If approved, you have the option of being provided with a return shipping label or arranging your own shipping. If returning using a provided label, the cost of this label will be deducted from the final refund. Usually, a provided label is more cost-effective than arranging shipping due to the volume discounts we receive from couriers, however this may not always be the case so you should check this when making your return.

The charges for provided labels are as follows:

  • United Kingdom - £6
  • Europe - €20
  • United States - $30
  • Rest of World - Equivalent of £30 GBP

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you notice any defects on your wallpaper please do not hesitate to contact us and we can either refund or reprint your order. Please be aware that we cannot be held responsible for any decorators costs if a defective wallpaper is installed. All orders need to be inspected before installation to ensure decorators fees are not wasted. If any faults with the wallpaper are noticed or caused during installation we cannot be held responsible. It is for this reason we advise that you take care when installing the wallpaper or hiring a third party to help.


Exceptions / non-returnable items

Unfortunately, we cannot accept returns on final sale items or gift cards.


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@claretandkey.com.