FAQs

How do I order?

You can order at any time by using our secure online Protx payment system. We accept Mastercard, Solo, Switch/UK Maestro, Visa, Visa Debit/Delta and Paypal. Please don't hesitate to contact us by e-mail if you have any queries concerning payment by other credit or debit card. info@featurewallpaper.com

 

Is online payment secure?

Any information supplied when paying for your products is encrypted on our secure server. You can rest assured that we do our utmost to ensure that your online shopping experience is hassle-free and that your credit card details are protected against fraud.

 

How long are delivery times?

We despatch goods within two working days of receiving an order. Standard delivery for most of the UK costs just £8.00 (inc. VAT) for total weights of up to 10kg (approx 8 rolls). Certain UK postcodes incur higher delivery charges of £12.50 up to 10kg (e.g. Scottish Highlands, Ireland, Channel Islands, etc).. Orders over 10kg are charged at £16. We currently use DPD as our UK couriers - please allow two to three working days for this service. For overseas locations, deliveries take between three and seven working days. Delivery charges vary by country. An estimate will be displayed on the checkout screen but we may need to contact you to adjust this rate up or down. Please contact us before ordering for an accurate quote.

 

How will I know that you have received my order?
Once you have submitted your order online, you will be sent an automatic receipt of order confirmation containing your unique order number. You will be asked for this number during any future correspondence concerning queries or problems, so please keep it to hand.

Will you tell me the delivery date of my order?
You will receive a despatch e-mail when your order has been scheduled to leave the warehouse. If you provide us with a mobile phone number you will also be sent a text from DPD with delivery details.

Can I have my order delivered to an address which is not my own?
Yes. All you have to do is fill in the address you wish your goods to be delivered to in the 'shipping address' box when you place your order.

What happens if you don't have an item in stock?
If an item you have ordered is out of stock, you will receive notification within 24 hours, during working hours only. You will then have the option for a full refund, an estimate on when the item is due back in stock, or the option to swap for another same priced item.

Can I order a catalogue of all your wallcoverings?
Unfortunately we do not have a catalogue due to our ever-changing and vast product range, which is visually represented on our website.

What is your returns policy?
If you receive a product which is in any way faulty, we will provide a full replacement or refund at no extra charge. In this event, please contact us immediately by e-mail at:sales@featurewallpaper.com or via the Contact Us page.
Please note that you should always check wallpaper products for faults before and during hanging. Should you find a fault, please return a sample of the product to us with its original label. You may not need to return the whole of the wallpaper product but if in doubt, please contact us at the above address.

Can I return non-faulty goods?
If you have had the goods for less than seven working days and have changed your mind, you are entitled to return the product to us for a full refund, minus the cost of the initial delivery service and a 25% re-stocking charge.
This is on the condition that you return the goods in a re-saleable condition, that is, unopened and undamaged. The customer is responsible for returning the goods at his/her own cost. Find our postal address at the Contact Us page.

Is it possible to order a sample?
Yes. We strongly recommend that you order a sample before you place your order. This is to make sure that the wallcovering is exactly what you're looking for in terms of colour, texture, and design. The Samples we provide are A4 size.
To order a sample, simply find the desired product, select 'Sample' from the drop-down list and add the item to checkout. Before checking out please ensure that you have ordered Rolls or Samples as required. Samples are non-refundable and you can order up to 6 for £1 delivery.

Do you have a complaints procedure?
Yes. If you are unhappy in any way with either the product or our service, then please contact us via the e-mail address below and we will endeavour to deal with your complaint as quickly as possible. We will notify you within 5 working days of receipt of your complaint and aim to provide a prompt timescale for the resolution of the problem.
Please e-mail us at info@featurewallpaper.com

Why bother with wallpaper - isn't it easier just to paint?
As well as the advantage of avoiding having to paint the wall again and again, either to cover a strong colour or because you've forgotten where you started, our wallpapers and paste-the-wall products are easy to hang and also look fantastic, with a fascinating range of designs and colours that you won't find in a paint pot!

Do I need to use a lining paper?
We would always recommend using a lining paper as it provides a good base for your wall covering, meaning that you get maximum adhesion and a spectacular smooth finish.

Can't I just paper over my old wallpaper?
If the existing paper is smooth and flat then it is possible, but we don't recommend hanging a new wall covering over vinyl or textured papers, as you won't get a good adhesion. The best finish will always be achieved by removing the unwanted paper first.

Can I paint over wallpaper?
First you need to check the label to see if the product can be painted over but you should always check a small sample first to see if it will give you the desired result. If so, we recommend a high quality matt emulsion which should be allowed to dry before adding a silk emulsion or satin and gloss paints.

Can I paint over an Expanded White paper? 
Yes you can, we recommend a high quality matt emulsion which should be allowed to dry before adding a silk emulsion or satin and gloss paints.

What paste should I use?
We find that most commercially-produced wallpaper pastes are equally as effective, but we would suggest reading the instructions in detail before you go ahead.

I'd like to paper my bathroom - what kind of wallpaper should I use?
A vinyl wallpaper would be suitable for use in a bathroom, but please remember that these papers are splash-proof only and although they resist moisture, they are not recommended for any area which comes into direct contact with water, such as around the bath or shower cubicle. Our Tiling on a Roll range is specifically designed to look good on Kitchen and Bathroom walls, again, away from direct water contact.

What kind of wallpaper is best to use in my kitchen?
As with a bathroom, the best paper to use in a kitchen is a vinyl. We don't recommend papering areas which will be in direct contact with water, as vinyl wallpapers are splash-proof and moisture-resistant only. Our Tiling on a Roll range is specifically designed to look good on Kitchen and Bathroom walls, again, away from direct water contact.

What is a vinyl to vinyl adhesive?
A vinyl to vinyl adhesive is used when hanging a border over a flat wallpaper, or over a paper which has a light texture. Standard wallpaper paste will not allow adhesion to vinyl.

What does cross lining mean?
In order to get the best professional quality finish, try hanging the lining paper horizontally. The wallpaper will hang more smoothly over cross lining.

What does pattern match mean?
It is important to make sure that when hanging a patterned wallpaper the pattern matches when the strips are hung side by side. Pattern matches come in three forms: free match, straight match, and off-set match.

What is free match?
Free match wallpaper is very easy to hang, as the paper does not need to match side by side and can be hung without seams to create a smooth, free pattern, no matter which strips are put together. This means that you will waste less paper too. 

What is a straight match?
A straight match is when the left and right sides of the strip create a straight, horizontal design when the strips are hung side by side. You can quickly test this to make sure, by laying two strips out together. 

What is an off-set match?
An off-set match is where the strips will only match if the second strip of paper is dropped by the particular distance specified on the label in order to create a match. 

What is design repeat?
Wallpaper designs are printed from cylindrical rollers which means that the design is repeated on each turn of the roller. A design repeat can be as big as the circumference of the whole roller, or the roller can print a smaller repeat in one turn.

Can I get a border to match my wallpaper?
Many of our wallpapers and wallcoverings have coordinating papers and borders. Just click on the sample and you'll find a selection or contact us for some help.

Can I get the same design in different colours?
Many of our designs have alternate colourways. The easiest way to search for these is by using the 'Search' screen. If for example you liked a wallpaper called Frankie, just search for Frankie and all available colourways will be displayed.
 
What if you don't have the colour I want?
If you absolutely fell in love with a design, and wanted a unique colour just for you and your home, we could look into the possibility of getting a custom colour printed for you. This service is paid for up-front and we should warn you that it could cost up to 18 times more than the price for one roll, however you would end up with an absolutely unique product. Unfortunately we can only re-colour existing designs, the cost to change a design from a tiger to a lion for example (which would involve engraving cylinders) would make it prohibitively expensive!
How difficult is it to hang wallpaper well?
It's easy when you know how! Just follow our simple guide to hanging wallpaper and you'll find everything you need to know about creating a professional finish all by yourself.

What does 'paste the wall' mean?
Exactly what it says! Instead of pasting the back of the wallcovering, you apply the wallpaper paste directly onto the wall. This makes hanging much easier and less messy, especially for those who haven't papered before.

I've notice that some wallcoverings are 'spongeable' while others are 'scrubbable'. What's the best way to clean my wallpaper?
If the directions indicate that the wallcovering is spongeable then you should clean the surface with soapy water and a cloth. Scrubbable wallcoverings can be cleaned with gentle cleaning detergents and a scrubbing brush.
What size samples will be sent?
The size of our samples are approximately A4 size.