Deliveries & returns

From shipping costs to returning samples

What if my return is lost or damaged?

Please note that we are not liable for any costs associated with your return, or for the loss or damage of the item on its return. Due to this, we suggest you obtain a proof of postage when returning items, sending it via a tracked and signed for service.

Please note that we reserve the right to refuse a return should it not arrive in a sellable condition.

What address do I return items to?

If you are returning accessories (i.e. not fabrics or wallpaper) please return to the following address:

Penny Morrison Limited

Unit 3, Barracks Farm

North Stoke

Wallingford

OX10 6AZ

United Kingdom

Should you have misplaced your returns form, please be sure to include your name, email address and order number, if available. We cannot process returns without a proof of purchase.

What is the standard delivery time for wallpaper?

All wallpapers are print-to-order. The wallpaper production timescale is approximately 4 weeks from receipt of payment. This is an estimated timescale and Penny Morrison cannot be responsible for late delivery by the printers. Shipping times will be in addition to this.

Will all my orders ship together?

Orders will be shipped as and when we receive them. If you make more than one order within a few hours, and wish for them to be shipped together, get in touch with us at accessories@pennymorrison.com and we will try our best to ship your orders together. If an order has already been fulfilled, and you have received a shipping confirmation email, we will have to send any orders made later separately.

What is your delivery and returns policy for the US?

We pride ourselves in using express delivery service, and, if in stock, we will dispatch within 5 working days. It should usually only take another 3-5 working days for delivery. Customers have 14 days to return an item from the date of receipt.

How do I cancel my order?

If you have changed your mind and wish to cancel your order before it has been dispatched, please contact accessories@pennymorrison.com.

Once we have dispatched your order, however, you will need to return the items to us in line with our returns policy. Cost of return delivery must be covered by the customer.

What constitutes as sellable condition?

If you are returning an item that is not damaged or faulty, we must receive it in a perfect sellable condition.

We cannot refund you for an item that arrives with us in unsatisfactory condition. This includes any marks, stains or damages that have been made is the hands of the customer. The cellophane wrapping on our lampshades must remain intact.

Can I exchange my returned item(s) for another item or a credit note?

Unfortunately, we are unable to process returns for an exchange or credit notes. If you would like to exchange your item, you will have to place a new order for the preferred item(s), and return the original to us. Only once we receive the return can we process a refund.

Is it free to return items?

If you wish to return an item for any reason, you have 10 working days to return from receipt of purchase.

It is up to the customer to arrange and pay for returns.

Do you cover duties and taxes charges for overseas orders?

We cover all duties and taxes charges for shipments to the US, however, such charges for shipments delivered elsewhere in the world must be covered by the customer. We do not have any control over the cost of these charges.

What is your returns policy for accessories?

Purchased items must be returned within 10 business days of receipt of the order. Items must be in original unused condition in order to receive the full refund, including all packaging to have remained intact, with proof of purchase. We reserve the right to reject items returned in an unsaleable quality.

How long does shipping take?

We intend to dispatch all online orders within 3 working days of receipt of the order. We dispatch using express delivery, which can arrive to UK addresses within 2 working days. If your order is delayed, we will contact you to keep you updated on the status of your shipment and provide you with tracking details.

What is your returns policy for wallpaper?

Wallpaper is non-returnable unless faulty. Any faults must be reported within 7 days of receipt of order, or we cannot issue a refund.

No liability will be accepted for changes in appearance, performance or defects in any of our wallpapers if they are treated after purchase by spraying, coating or processing of any kind.

Where deliveries are made to third parties on the instruction of the customer it is the responsibility of the customer to ensure that the correct wallpaper is received. We recommend that a sample is sent to the third party to enable verification when the goods are received. Where there may be some doubt, the correct pattern direction should be clearly indicated. We cannot accept claims for any make-up, installation or replacement charges where goods have not been verified.

What if my item is faulty/damaged when I receive it?

If your item is faulty or damaged, notify us within 24 hours of receiving the product by emailing accessories@pennymorrison.com. We will then work to resolve the issue.

What is your returns policy for fabrics?

We cannot provide a full refund for any return of fabric, however, returns will be accepted back for credit provided they have not been cut or damaged and provided they are returned within 28 days of the invoice date. Quantities of three metres and less will not be accepted back for credit. The Penny Morrison team must be informed before a return is arranged, and it is the responsibility of the customer to arrange and pay for the return. A 25% handling fee will be charged on all returned goods.

No liability will be accepted for changes in appearance, performance or defects of any kind, including if they are treated after purchasing by spraying or processing, such as flame-proofing or the application of stain-repelling treatments.