Returns

Returns:

Please examine you’re order as soon as possible and if there is any fault or you are unhappy with you’re product, contact us within 7 days of product arrival and please provide images. Please contact us immediately if goods have arrived damaged, and keep all documents in relation to this delivery. Photograph where possible.
Please inspect wallpaper on arrival before cutting and pasting. Please note the pattern maybe reverse rolled, please refer to image details and hanging instructions on our website www.custhom.co.uk.

Please inspect the wallpaper again after hanging the first drop and contacts us if there are any issues. As our wallpapers are printed my hand, it is in the nature of the product that minor imperfections may occur.

In any case that a wallpaper needs to be returned, please note the replacement time will be the same as you’re original order due to a re-make. We are not liable for the actions of the wallpaper hanger.

If you have cancelled an order, you must send or deliver the goods to:

Custhom Design
Unit 4, Burgess Business Park, London, SE5 7TJ, United Kingdom.

without unnecessary delay and at the latest 14 days after you notice us of your cancellation. The time deadline is kept if you return the goods before the expiry of the 14 days.

The goods cannot be sent COD or without distribution.

Postage as well as any other expenses in relation to returning such as secure packaging must be paid by you, the customer. If a package is not picked up, we reserve the right to deduct the costs incurred by us from the purchase price before reimbursement. Please, be aware that some carriers charge a fine if the package is not picked up.

Upon return, you are responsible for wrapping the goods securely. You hold the risk of the goods as of delivery. You are responsible for the arrival of the package at our warehouse. We recommend using track and trace so that you may follow the shipment.

Some goods cannot – due to their size – be sent by regular mail and will instead have to be returned via a special carrier. This goes for the most furniture, seating, daybeds, etc.

The cost of return with a special carrier is somthing we can help with. The return cost depends on the goods’ weight and volume, as well as the distance. Typically, there is a fixed price per kilometre. Please note that there may be a difference in price according to the chosen carrier. You can get offers on the price for returning your goods by contacting a carrier.

Refund:

When you use the right of cancellation for the entire purchase, we refund all payments from you, including any standard freight charges (no return costs). However, if you choose a more expensive form of delivery than our standard delivery, we will not refund any additional costs associated with the more expensive form of delivery.

By partial cancellation, we don’t refund the freight charges.

We refund the amount without undue delay and in any case no later than 14 days from the date of receiving your notice. However, we reserve the right to hold the return payment until we have received the goods you returned, or you have presented documentation confirming that you have returned the items before we have received them.

We can withhold the reimbursement until we have received the refunded items or you have sent documentation proving the return of the products.

We will complete such compensation via the same means of payment as you used for the original transaction (including gift cards). In any case, you will not be charged any fees as a consequence of the reimbursement.

Trying the goods and packaging:

You are only liable for any possible decrease of the items’ value caused by the handling of the goods other than what is necessary to determine the character and features of the goods, as well as the way it works. You may examine the goods in the same way as one can and may in a physical store, but you may not start using it, e.g. by removing any stickers or hang tags. If you have used the goods in a way that is not allowed in a physical store, causing that we cannot resell it or sell it at full price again, you must expect us to deduct the decrease of value from your reimbursement. If the goods no longer have market value, we will not reimburse your purchase.

Lacking original packing may constitute a decrease in value so to be certain to get a full refund it is recommended to return the goods in original packaging.

Furthermore, you should make sure that the goods are safely wrapped when returning it. You are responsible for the package/the goods until we receive them. Save the receipt of sending as well as track and trace number, if possible.