Delivery & Returns


Delivery to UK Customers

We aim to despatch all orders with a UK delivery address within 2-3 working days of confirming your order, providing the goods are in stock. Please allow up to 5-7 working days for delivery, from the day you place your order. You will be notified by email when your order has left our stock house and you will be given a unique tracking number for your order so you can monitor the shipment until your order arrives. All orders are shipped using UPS or DHL courier to ensure every order is secure and traceable.

All our packages need to be signed for upon delivery. If you are not able to sign for your package, the courier will post a card through your door asking you to contact them to arrange an alternative delivery date that suits you.

If you are concerned that your order has not arrived after 10 days of placing your order with us, please contact us via email on [email protected] or call +44 (0) 207 924 3883.

If you are placing an urgent order with us with a lead-time for less than 10 days, please contact us BEFORE you place your order and we can check stock levels and shipping time before you order with us. If this is the case, please contact our customer services team on [email protected] and we will do our best to meet your project deadline.

Please see Stock Availability for more information on stock levels and delivery lead times.

 

Delivery to EU and Worldwide Customers

Prices on this website are retail and include shipping to UK delivery addresses. If you are ordering outside this region but still in the EU, there will be an extra shipping charge of £12, which will be added to your order at ‘Checkout’. If your delivery address is outside the EU, you classify as an international customer and there will be an extra shipping charge of £25 added to your order at ‘Checkout’.

We aim to despatch all EU and International orders within 3-4 working days of confirming your order, providing the goods are in stock. Please allow up to 7-10 working days for delivery, from the day you place your order. You will be notified by email when your order has left our stock house and you will be given a unique tracking number so you can monitor this shipment until your order arrives. All orders are shipped using UPS or DHL courier to ensure every order is secure and traceable.

If you are ordering a product from outside the UK, the recipient of the product is responsible for all customs duties or tariffs incurred in the country to which the products are shipped. Furthermore your order may be subject to delay or be opened and searched by local customs authorities when entering the destination country. Please note we are unable to provide specific advice on customs duties or tariffs and any problems in customs are out of our control.

All our packages need to be signed for upon delivery. If you are not able to sign for your package, the courier will post a card through your door asking you to contact them to arrange an alternative delivery date that suits you.

If you are placing an urgent order with us with a lead-time for less than 10 days, please contact us BEFORE you place your order and we can check stock levels and shipping time before you order with us. If this is the case, please contact our customer services team on [email protected] as we will do our best to meet your deadline.

If you are concerned that your order has not arrived after 14 days of placing your order with us, please contact us via email on [email protected] or call +44 (0) 207 924 3883.

 

Returns and Refunds

Juliet Travers hopes that you are pleased with your order however if you are not then you may return your order to us for a full refund. For all orders placed through our stockists, please return your order directly to the stockists and they will contact us accordingly. In order to qualify for a refund you must notify us in writing of your wish to return your purchase within 14 days of receipt.

For all orders placed through our website, please follow the instructions below.

The following terms apply for a REFUND:

  • To return your order for a refund please firstly contact our customer service team at [email protected] within 14 days of receipt of your purchase quoting your invoice number, full name and address, details of the product and the reason why you wish to have a refund for your order. We will then contact you with advice on how to proceed. If you have not contacted us within 14 days of receipt we are entitled to refuse your request for a refund.
  • Please note it is your responsibility to check the order for any faults upon delivery. Any faults or damages must be reported immediately.
  • We will not issue a refund if more than 3 rolls have already been installed on your wall. This is clearly stated on the hanging instructions attached to each roll. If there is a visible printing or colour fault within the first 3 rolls, please email us clear images and a detailed description of the problem. Our quality control is very strict and if there is a problem with the product, we need to understand the fault so we can take the correct form of action as soon as possible.
  • If there is a technical or production fault with your order, it will need to be inspected by our manufacturing team before we issue any refund. All orders must therefore be returned in perfect condition in the original packaging to our company address shown on our ‘Contact Us’ page.
  • If you are sending your order back to us please include in the package, your order number, name and reason for the return.
  • All items returned to us are your responsibility until the goods reach us so we therefore strongly advise that you send the goods back using a courier service, as Juliet Travers will not hold responsibility for returned goods that are lost in transit on the way back us. If the items are lost on transit, no refund will be given.
  • If the goods are faulty, Juliet Travers will cover all costs of postage and will either refund you in full or offer you an exchange.
  • If a refund is accepted, the transfer will be made back to the same bank account that was credited when you purchased your order with us. The payment will be made within 30 days of our receipt of the returned product.