Frequently Asked Questions
Please see below a list of the questions we get asked most frequently. If you’d like us to add more answers here, please get in touch with us with your question. For some questions with more complicated answers, we have written dedicated articles which can be read here.
Table of contents
Do you have a showroom?
No we are online only, but for many products you may order samples (look for the Order a Sample button under Add to Basket).
As we sell many thousands of different products, many of them in a choice of colours and sizes it would be impossible for us to have a showroom displaying all of our products in all of their variants, hence we’ve made the decision to operate online only. This avoids customer frustration of travelling to a showroom only to find the particular item they are interested in is not on display or the quantity of the item they require is not present on site.
Once I place my order, how long will it take for goods to arrive?
This depends on the items ordered and will usually be stated on the product details.
This time quoted is an average and you may receive your goods sooner if your order is needed more quickly, please contact us as we may be able to speed the process up. Sometimes due to circumstances beyond our control, items may take longer to arrive but we will usually be able to inform you about this soon after you place your order. We send you an email when the goods are dispatched so you will know to expect them the following weekday. Please do not order from us and then complain about lead times given for your items, as this is advised on product pages before orders are placed.
Why does my order say shipping £0?
We do not offer free shipping as the couriers we use cannot make deliveries free of charge. We charge delivery at the cost to us. Some of our products require a shippping quote before check out - this applies for plaster mouldings, gates and railings and anything being sent abroad. You will be prompted once in the basket to request a shipping quote. If there is no delivery cost at checkout you need to go back to basket and request a shipping quote. Some people proceed to checkout without paying a delivery cost and ignore all the prompts. Don't worry, we will contact you once we receive your order and ask you to pay the delivery cost via our charges page. If you ignore this email or are unwilling to pay a shipping cost, we are unable to send goods to you. However you will be able to collect them from an address we can supply to you.
Why haven't I received an order confirmation?
When placing your order, please do double check you have input the correct email address, mobile number and address. It seems far fetched, but at least one person in 10 who places an order with us mistypes at least one of these when placing their order which then means we have difficulty in contacting you to advise the delivery date and you may not get an order confirmation.
Can I place an order over the telephone?
Yes we are happy to take telephone orders, however by doing this and quoting product codes of items you wish to order, it is assumed that you have fully familiarised yourself with the product description on the website and are ordering on that basis. We are unable to advise you on which goods are suitable for your requirements.
Can goods be delivered at the weekend?
Usually they can but there will be an additional charge for this.
What can I expect on the day of delivery?
All of our couriers work on an all day delivery basis from 8.30-6pm and sometimes later Monday to Friday. Sometimes you can book am or pm delivery for an additional charge. If you are not available to receive deliveries on weekdays and there is no safe place to leave goods or a neighbour to leave them with, unfortunately we are not a suitable retailer for you. Goods cannot be collected from us although they can sometimes be collected from our suppliers (located at various sites around the UK).
Couriers are not insured to enter your house so will deliver to the nearest hardstanding point accessible by their vehicle, to your front door. We can ask them to telephone you on the day of delivery to give advance notice of the delivery time, but individual drivers will not always do this and this cannot therefore be guaranteed.
Can goods be shipped abroad?
Most items apart from very bulky or delicate items can be shipped abroad. To find out how much this will cost, proceed with your order in the usual way however be sure to request a shipping quote for your order so you know the delivery cost to your country before checking out.
There is a link to request a shipping quote located beneath the Checkout button within the basket area:
Do not check out without requesting a delivery cost as we will not be able to process your order until we have emailed you the delivery cost and this has been paid. Otherwise, once you’ve checked out this becomes a little more complicated!
Do your lights work in the US?
Uk voltage is 230 volts and our bulbs are E27 (we believe US bulbs are E26). We sell lots of lights to the US with the above spec and they do work although bear in mind that they have been tested under EU standards, not US. This may have insurance implications.
Do you offer trade accounts?
Yes, you can apply via our Trade Society link.
Why are there separate delivery charges for different kinds of goods – surely these will all be sent together?
If you order radiators and glass for example, the radiators will come on a pallet and the glass by courier with lots of packaging to protect it from breakage. These items cannot be sent together. Similarly our wooden mouldings such as skirting boards, picture rail and architrave need to come via a courier who can fit 4 or 5 metre lengths onto their lorry. Whereas small items such as ironmongery arrive using a standard courier in a van.
Can my small order be sent via Royal Mail?
Usually they can but there will be an additional charge for this.
What shall I do if I think I've been sent the incorrect product?
Once you've fully opened the product, take a photo of it and email that to us. We can then identify what you have been sent, check it against your order and arrange to send you the right product and collect the wrong one if you have been sent the incorrect one. Do not send the product back with the courier if you have not fully opened it and checked it against your order.
What happens if I buy something and don’t like it?
Which of your outdoor lights work with PIRs?
All of them - a PIR is an extra component added into the lighting circuit and will work with any of our outdoor lights. It is not a component that is integral to many of our lights but we do sell a few with integral PIRs.
Can I buy a part roll of wallpaper?
Sorry but we only sell full rolls of wallpaper.
Can I buy just one metre of wooden mouldings?
Yes, there is no minimum order, but the delivery charge will be the same.
Can I book my plumber / carpenter / electrician / builder for the day after my goods are due to be delivered?
We advise that you don't book any tradesmen until your goods have been delivered and checked by you. Although we try to avoid delays and errors with your order as much as possible, things can happen that are out of our control. Couriers can fail to deliver or break down; goods can get damaged in transit; goods can be incorrectly picked by the warehouse. Any of these errors could mean that a tradesman is booked and then the goods aren't ready for him to fit. It's better to ask him to pencil you in but say you'll reconfirm once the goods arrive.
I’ve started a house renovation and feel like I’m out of my depth. Can you help?
Yes, we can offer advice over the telephone but we also offer a consultancy service for people like you. For more information click here.
What’s the right size of ceiling rose for my room?
How do I fit one of your multi part ceiling roses?
Start off by taking all of the pieces out of the box and carefully laying on a table, making sure none of them are broken. Then, using the website image as a reference, arrange the pieces into the correct shape and order on a table or on the floor. Make sure the diameter given on the website is the same as the diameter of the pieces you have arranged. Then draw some reference points on your ceiling - decide on the centre of the ceiling rose and mark it. Mark out the edges of the rose and the positions of all of the pieces. We suggest you mark the same reference points for each piece ie the centre or the end of the pieces. Don't skimp on this stage as it will make your job impossible when it comes to fitting the pieces. Once your pencil plan on your celing is complete and you are confident you have marked out the position of every piece, start to stick on each piece of the ceiling rose. Work from the centre outwards. Make sure you apply adhesive generously to the ceiling and to each part of the ceiling rose and hold in place until firmly stuck.
What’s the difference between anaglypta and lincrusta wallpaper and how are they fitted?
How do I fit a stair runner carpet on a staircase with turns on it?
Would you be interested in buying the light / tiles / fireplace I’ve removed from my period house?
Sorry but we don’t buy second hand goods. Try a local reclamation yard.