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DELIVERY & RETURNS
Please read our below DELIVERY & RETURN POLICY before using our website www.goodandcraft.com. In our shipping & return policy, we are represented as (“we”, “us” or “our”). Usage/access of our website and all orders that you place on our website will be subject to acceptance in accordance with these terms and conditions and signify your contract with Good & Craft. If you do not accept to this policy, please do not use the website. Nothing in this Delivery & Return Policy shall affect your statutory rights.
1.DELIVERY
1.1 Delivery Cost: The delivery within the UK is free (sample and trade orders excluded). For EU and overseas deliveries, the shipping cost depends on the country and is calculated at checkout. Our parcels are shipped using a tracked service and require a signature upon delivery.
1.2 Lead time: Most of our products, including wallpapers, are manufactured to order in batches based on the quantities requested by the customer and may take up to 3–4 weeks to produce.
1.2.2 From time to time, we may hold limited stock of certain wallpaper designs, which may allow for earlier dispatch. However, stock levels are subject to availability and we do not guarantee immediate dispatch unless otherwise stated. If you require the wallpaper within a shorter timeframe than our standard 3–4 week production lead time, please get in touch prior to placing your order so we can check if there is stock available that can be dispatched quicker.
1.2.3 The delivery lead time stated on the product page and in your order confirmation is an estimate only and represents the approximate time required to manufacture your order and prepare it for dispatch. It does not include the shipping time from our studio to your delivery address.
1.2.4 All lead times are provided in good faith but are not guaranteed and may be subject to change.
1.2.5 We strongly advise that decorators, installers, or other tradespeople are not booked until your goods have been received and inspected on-site. We are not liable for any delays in production or delivery, including delays caused by couriers, customs clearance, import procedures, weather conditions, or any other circumstances beyond our reasonable control.
1.2.6 In the event of a significant production delay on our part, you may be offered the option to cancel your order for a full refund; however, this does not extend to reimbursement or compensation for any third-party costs incurred.
1.2.7 We shall not be liable for any costs, losses, delays, or consequential expenses arising from late, delayed, or failed delivery or production of your order, including but not limited to third-party tradesmen costs, installation charges, or any form of compensation for disappointment or inconvenience.
1.3 Shipping Confirmation: Once your order is ready, we will normally send you a shipping confirmation along with tracking details. You may also receive further delivery updates directly from the courier.
1.4 Delivery Address: Please ensure that the delivery address provided at checkout is complete and accurate. We cannot be held responsible for delays or failed deliveries resulting from incorrect or incomplete address details. If you need to amend your delivery address, please contact us as soon as possible and in any event before your order has been dispatched. Once your order has been shipped, we may be unable to make any changes.
1.4.2 Please note that we can not ship to P.O. boxes or logistic centres.
1.4.3 If you wish to have your parcel redirected to a collection point, you may request a change of delivery through the courier directly. Please be aware that redirecting your parcel to a collection point is done at your own risk. We can not accept any claims for damage or loss for parcels that were delivered to a collection point, nor for parcels that were provided with an incorrect or incomplete delivery address at the time of placing an order.
1.5 Delivery Attempts: Please note that couriers make a limited number of delivery attempts and/or hold a parcel at a designated collection point for a limited time only before a shipment is returned.
1.5.2 No cancellation requests or refunds will be accepted or processed while goods are in transit. This includes, without limitation, orders that are due to be returned to us or are being returned to us following a failed delivery attempt, refusal of delivery, provision of an incorrect or incomplete delivery address, failure to respond to carrier requests regarding import duties, taxes, or customs clearance, delivery arrangements, or confirmation of delivery details (including address verification) or failure to collect the shipment from a designated collection point within the carrier's specified collection period.
1.6 Failed Delivery: Where a shipment is returned to us as a result of circumstances for which the customer is responsible, including but not limited to refusal of delivery, a failed delivery attempt due to provision of an incorrect or incomplete address, missing contact information such as a telephone number, failure to respond to carrier requests regarding delivery arrangements or address/contact verification, import duties, taxes or customs clearance, or failure to collect the shipment from a designated collection point within the carrier’s holding period, we will contact you to arrange re-delivery or an alternative resolution.
1.6.2 If we do not receive a response from you within a reasonable timeframe, or if you refuse re-delivery or fail to provide instructions, the order will be treated as a returned shipment and processed in accordance with our Returns Policy.
1.6.3 Any refund due will only be processed once the goods have been returned to us and inspected. We reserve the right to deduct from any refund all costs incurred in connection with the failed delivery and return of the shipment, including but not limited to transportation costs, return shipping fees, duties, taxes, customs charges, and any fees imposed by the carrier. In addition, a restocking fee may be deducted from the refund amount as set out in our Returns Policy. This fee will be 25% of the wallpaper roll value per colourway (SKU), or 50% of the fabric value per colourway (SKU), depending on the items returned. Original delivery charges are non-refundable.
1.7 Customs, Duties & Taxes: Please be aware that items delivered to countries outside the United Kingdom may be subject to customs charges, taxes, and other fees imposed by local authorities. These charges are the responsibility of the recipient and are not included in our prices or shipping costs. We have no control over these government-imposed charges and are unable to advise on the amount of any import fees, as these vary between countries. Failure to pay applicable import duties, taxes, or customs charges, or refusal to accept delivery on this basis, will be treated as a failed delivery. In such cases, the order will be processed in accordance with our Delivery Attempt / Failed Delivery (1.5 - 1.6.3) and Returns Policy, and any applicable deductions or fees may apply.
1.7.2 To avoid a delay in receiving your order from customs, consider the following: Provide us with a phone number where you can be reached by the courier or if customs need to reach you to clear your order.
1.7.3 Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Most carriers will hold a shipment for a limited time only.
1.7.4 In the event that the recipient refuses or fails to complete the necessary customs procedures required to import the goods, the shipment may be returned to us. No cancellation requests or refunds will be accepted or processed while goods are in transit. Once we have received and inspected the returned shipment, the order will be treated as a return and processed in accordance with our Returns Policy, including any applicable deductions or fees.
1.8 Damaged Shipment: Upon delivery, please inspect all items carefully. Any damage must be reported to us within 24 hours of delivery and before any products are used, by contacting contact@goodandcraft.com. Please include photographs of both the damaged packaging and the damaged items so that we can investigate your claim.
​​2.RETURNS
2.1 We strongly recommend to order a sample of the wallpaper or fabric you are interested in before making your final purchase. Colours and pattern dimensions may appear to look different on screen.​
2.2 Non-Returnable Items: Please note that the following items cannot be returned: Samples, custom-sized wallpaper panels, bespoke colourways, and fabric.
​2.3 Buyers are responsible for the return shipping costs. To avoid damage or loss in transit, please use adequate packaging to protect the item and return it using a signed-for delivery service. If the item is lost or not returned in its original condition and the buyer is responsible for any loss in value we reserve the right to refuse a refund. The original delivery charges and return postage will only be refunded if we confirm that item is faulty.
​2.4 We only accept returns, replacements, or exchanges, where applicable, for goods purchased directly from us and not from third-party sellers.
​2.5 Customers wishing to return unused wallpaper rolls must give us written notice by email at contact@goodandcraft.com to let us know about your upcoming return and include a reason why you wish to return your item.
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​2.6 Returns of wallpaper: We understand that renovation projects take time, and it may sometimes take longer for your walls to be ready for wallpaper installation. We therefore offer an extended returns period of 60 days from the date you receive your wallpaper for any unused wallpaper rolls.
​2.6.2 Please note that wallpaper rolls may only be returned or exchanged if they are unopened and in resaleable condition. Unless the wallpaper is confirmed to be faulty, we cannot accept returns or exchanges where the protective wrapping has been removed.
​2.6.3 Bespoke colourways and custom-sized wallpapers produced per square metre are made specifically to your requirements and are therefore non-returnable and non-refundable, except where the goods are confirmed to be faulty or otherwise not in accordance with your statutory rights.
​2.6.4 As our wallpapers are made to order and produced in batch quantities according to each customer's requirements, we strongly recommend that your decorator carefully measures the space and calculates the quantity of wallpaper required before placing an order. To ensure colour consistency, it's important to order all rolls required for a project at the same time. We are happy to assist with calculating or verifying your wallpaper requirements. If you are uncertain about the quantity required, we encourage you to order an additional roll to ensure sufficient wallpaper is available to complete your project. To support this, no restocking fee will normally apply where a customer returns a single unused wallpaper roll from a larger order.
​2.6.5 Where returned wallpaper rolls represent 50% or more of the quantity ordered for each colourway (SKU), or where the entire order is returned, we reserve the right to apply a restocking fee of up to 25% of the value of the returned goods subject to the terms of our Returns Policy.
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​2.7 Return on Fabrics: Please note that fabrics are printed to order and cut to your required length and therefore are NOT returnable, except where they are confirmed to be faulty. ​
3.CANCELLATIONS
3.1 Cancellations of wallpaper: Orders may be cancelled or amended within 24 hours of being placed, provided production has not commenced. As our wallpapers are manufactured to order and produced in batches specifically in the quantities requested by the customer, we may be unable to accept cancellation requests once production has begun. Where a cancellation or amendment request is made more than 24 hours after an order has been placed and production has commenced, the following applies:
3.1.2 Cancellation or amendment of a partial order: Where the request affects 50% or more of the total order value or quantity for each colourway (SKU), we reserve the right to charge a fee of up to 25% of the affected portion of the order to cover production costs incurred. No charge will normally apply to partial cancellations or amendments affecting less than 50% of the order.
3.1.3 Cancellation of a full order: Where the entire order is cancelled after production has commenced, a cancellation fee of up to 25% per colourway (SKU) will normally apply to reflect production costs already incurred.
3.1.4 If we anticipate that your order will exceed a lead time of 4 weeks, we will notify you as soon as possible, and in case you no longer wish to proceed, you may request cancellation and a full refund, provided the order has not already been dispatched. Any request to cancel or amend an order must be received before the order has been dispatched. Once an order has been dispatched, it cannot be cancelled and will be subject to our Returns Policy, where applicable.
3.1.5 Please note that bespoke colourways and custom-sized wallpapers produced per square metre are made specifically to your requirements and are therefore such orders can not be cancelled or amended after 24h of placing the order.
3.2 Cancellations of fabric: Please note that we can not accept cancellations or amendments on fabric orders after 24h of placing the order.
4. DEFECTIVE PRODUCTS
​​4.1 Upon delivery examine the products carefully for any defects or issues before proceeding with any cutting, installing or usage. If you consider that any of our products are defective or of unsatisfactory quality, please reported to us in writing at contact@goodandcraft.com. Please include photographs of the item you are concerned to be defective.
4.2 Defective Wallpaper: ​If any quality issue is visible prior to the installation, it must be reported to us immediately and before the product is hung or cut, as we may be unable to accept responsibility for claims where this requirement has not been followed.
4.2.2 After hanging 2–3 lengths of wallpaper, please inspect the results carefully to ensure there are no shading issues or manufacturing defects. You should also check for any installation-related issues, such as visible gaps between the wallpaper and the wall or visible seams, which are typically caused by the installation process rather than a product fault. Visible seams are not considered a manufacturing defect. If you or any party acting on your instructions have any concerns after installing the first 2–3 drops, including visible seams or other potential issues, you must contact us immediately for advice before continuing installation. Do NOT proceed with hanging or cutting further wallpaper until you have spoken with us if you are not satisfied with the initial result. We are unable to assess or investigate installation or product concerns once the full wall or multiple rolls have been installed. Please note that no claims will be accepted for goods that have been installed in excess of one roll.
4.3 Defective Fabric: We endeavour to provide printed fabrics of the highest quality and are quality-checked before we send them out. Claims for alleged defects must be made in writing within 48h of delivery. We can not accept direct or indirect claims for any reason whatsoever including claims for changes in the appearance of the fabric once the customer or any party acting upon their instructions, has cut, washed, dry-cleaned, or processed the fabric in any way (including spraying or adding flame retardant or stain repellent treatments). Please note that we can not accept claims for fading of the fabric. Constant exposure to intense sunlight eventually can cause a fading of any fabric over time.
Delivery
Cancellations
Returns
Defective Products
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