Personalised Products

Faulty Goods

  1. We want you to be happy with your products, however if there is something you find fault with on receipt please follow the steps below to find a resolution: -
    1. On identification of a fault contact our returns department using the contact form and quoting your order number and contact details.
    2. You must report to us any fault within 14 days of receipt.
    3. We ask that you send us a digital image of the fault where possible and a full description of your complaint via email to the customer support team at
    4. In the event we cannot resolve your issue we may ask you to return the product to us.
    5. Do not return the product to us without contacting us first.
    6. Our returns address is Unit 29, Trident Court, 1 Oakcroft Road, Chessington, Surrey, KT9 1RH.
    7. Goods can only be returned via ROYAL MAIL “signed for” service to the address above. The costs will be borne by you in the first instance. Although we will reimburse you for those return delivery charges if it is determined we are at fault in the production.
    8. The items returned must be in their original state to receive a refund.
    9. Determination of refunds and faults remains with Creative Wallpaper Ltd.
    10. In the event of a faulty product, we will endeavour to replace and resend your order within 14 days of determination or provide a full refund. Your statutory rights are not affected.

Non-Faulty Goods

  1. Due to the personalised nature of the products, we do not accept return of non-faulty goods.

Non-Personalised Products

  1. You may return an order to us within 14 days of receipt of any non-personalised product; please ensure that you follow our returns policy set out below:
    1. Notify us of your cancellation within 14 days of receipt of the product.
    2. Any returns to be accompanied by a returns form stating your order number and contact details and reason for the return.
    3. Please use our returns address set out above.
    4. Manufacturing faults may be repaired or replaced.
    5. Determination of any faults remains with Creative Wallpaper Ltd.