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Answers

What is the lead time for my order?

Leadtimes for our products are as follows;

Stock Wallpapers & Fabrics will be sent out within 2-3 working days from receipt of payment.

Hand-Printed Wallpapers & Fabrics are printed to order with a leadtime of 4-6 weeks.

Digitally Printed Wallpapers are printed to order with a leadtime of 4-6 weeks.

Print to Order Digitally Printed Fabrics, if not in stock, have an leadtime of 8-10 weeks.

Cushions, if not in stock, have an leadtime of 6-10 weeks.

Tea Towels, if not in stock, have a leadtime of 6 weeks.

Lampshades have a leadtime of 4 weeks.

Rugs are printed to order with a leadtime of 4-6 weeks.

Furniture are all one-off pieces that cannot be replicated unless otherwise stated.

 

The leadtimes for each product are listed on the individual product pages and if you are unsure, please contact customerservices@timorousbeasties.com and we will be happy to advise.

Leadtime does not include delivery time. Please refer to the shipping table below for estimated courier shipping times.

Can I order samples?

We offer A4 samples of our wallpapers, fabrics and rugs and these are available to purchase by clicking the 'Order a Sample' option on your desired product page. Our online imagery can be used as an accurate guide, but we strongly recommend ordering samples to ensure the product is exactly how you would expect.

We do not charge to ship samples.

If you would like to purchase solid wallcovering samples, please contact customerservices@timorousbeasties.com

Samples are for quality reference only. Customers cannot request specific areas of a design on their sample, i.e ‘the section with the yellow bird on’.

How long will it take for me to receive my samples?

Samples are sent via Royal Mail Second Class Delivery.

UK based deliveries are usually within 2-3 days and any deliveries outwith the UK can take up to 10 days.

If you would like to discuss priority shipping via your own courier account, please contact customerservices@timorousbeasties.com to enquire about this service.  

How long does delivery take and how much does it cost for Postage and Packaging?

We aim to despatch website orders within 2 working days of the order being placed.

Country Order value

Postage and Packaging cost

Delivery time once despatched

UK Mainland

Orders under £200

£5 

1-2 working days

 

Orders over £200

Free

 

 

UK Highlands & Islands (not including Channel Islands)

Orders under £200

£5

3-5 working days

 

Orders over £200

Free

 

 

Europe

Orders under £350

£10

3-5 working days

 

Orders over £350

Free

 

 

Non-EU Europe (including Channel Islands)

Orders under £350

£15

3-5 working days

 

Orders over £350

Free

 

 

North America

Orders under £500

£25

3-5 working days

 

Orders over £500

Free

 

 

Rest of the World

Orders under £600

£35

3-5 working days

 

Orders over £600

Free

 

 

*£10 surcharge on lampshade, fabric and superwide wallcovering orders.

**£10 surcharge on cushions shipping outwith the UK.

 

***Tea Towel / Notebook Orders £10 outside of the UK

 

Furniture delivery information and costs can be found here.

These prices and delivery times are for website and retail orders only. Trade orders are subject to delivery charges regardless of spending limit.

We cannot deliver to PO boxes. Orders delivered outside the UK are subject to import taxes, duties and handling fees at point of import.

Please note, all delivery times are an estimate and subject to customs delays.

Will I be charged VAT on my order?

All UK customers have VAT included in the price of their order and will see the price inculding VAT.

All orders being delivered to countries outwith the UK will not be charged VAT. To see the prices without VAT, please select your country using the flag at the top right of the website. If your flag is not there, your basket will be updated when you checkout and enter your delivery address to show the VAT deduction.

Timorous Beasties are not liable for any import or custom duties or handling fees that may occur in the process of shipping internationally. If you require more information regarding how much local duties might be, please contact your local customs office who will be able to help.

Why don't you ship certain products overseas?

Ceramics, Furniture and Lampshades cannot be delivered outwith the UK. This is due to the high risk of breakage and customs issues for exporting.

To order Rugs outside of the UK or EU, please contact customerservices@timorousbeasties.com

Cushion pads cannot be delivered to Australia or New Zealand due to their custom regulations on feather pads. To order a cushion without a feather pad, you can contact any of our showrooms or customerservices@timorousbeasties.com to assist.

Please note we cannot ship to PO boxes.

What happens if I miss my delivery or won't be in?

Our courier will need a signature for delivery. Please ensure that someone will be in at the delivery address you have supplied on the day specified. If no one is in, the courier will leave a card or send an email to notify you that they were unable to make the delivery. Occasionally couriers can deliver to neighbours, a safe place or nearby collection points but this is at the driver's disgression. If this is not possible you will have 3 days to contact the courier for redelivery. If you fail to contact the courier in the specified timeframe, they will redirect the product back to our studio. If you require the item to be dispatched again after it has been returned to studio, you will be charged for a new shipment including repacking.

We may apply additional charges for the storage of purchased products if delivery is delayed longer than 3 weeks after the estimated date for arrival. Delivery dates are not guaranteed but we will do our utmost to ensure goods are delivered within the stated timeframe or soon afterwards. If you have not received your order within 7 days from placing your order, please contact customerservices@timorousbeasties.com and we will investigate.

What should I do when my order arrives?

When you receive your order, please ensure that the colour, design and quantity is as expected before installation.

You are responsible for checking and confirmning that you are satisfied with all aspects of your order and that the product is suitable for your requirements/specifications. This includes limitation measurements, dimensions, product features, access and delivery.

Timorous Beasties are not responsible for wallpaper that has been hung incorrectly or the remake of products (i.e. upholstery/curtains) that have been constructed incorrectly.

Our online imagery can be used as an accurate guide, but we strongly recommend ordering samples to ensure the product is exactly how you would expect.

My samples haven't arrived, what should I do?

Unfortunately, for all of us, sometimes things can get lost in the post. Using Royal Mail are our courier enables us to send out our sample requests with free shipping, however there are the occassional mishaps.

If you are based in the UK and have not received your samples within 5 working days, or if you are based outwith the UK and have not received your samples within 14 working days, please contact customerservices@timorousbeasties.com to let us know and we will investigate and reship if necessary.

Can I order a larger sample?

Our larger returnable samples of our wallpapers, fabrics and rugs are available on request at the discretion of our showrooms. 

Contact details are as follows;

London: shoplondon@timorousbeasties.com

Glasgow: glasgow@timorousbeasties.com

Berlinberlin@timorousbeasties.de

How do I return an order?

We hope you will be delighted with your purchase. However, if for any reason you are not completely satisfied, we are happy to offer a refund on all goods returned to us within 28 days from the dispatch of order provided they are in the original packaging (where applicable), unused and in resaleable condition. For hygiene and repackaging purposes, we ask that you only return Bedlinen that is unused, unwashed and in the original packaging.

A restocking charge of 25% will apply on all cut to length and printed to order products, provided that they are in resalable condition, unless agreed to be faulty.

Our online imagery can be used as an accurate guide, but we strongly recommend ordering samples to ensure the product is exactly how you would expect.

When you buy online you have additional rights as a consumer under the Distance Selling Regulations (this applies to UK and EU customers only). If you, as the purchaser, notify us in writing to the email address or returns address below, of your wish to return an item within 14 working days of receiving it, we will refund you for both the purchase price and the original delivery charge.

Please make sure you take reasonable care of the product whilst it is in your possession, and that it's returned to us unused.

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Please use one of the following methods when returning goods together with the returns slip provided and note that we do not pay return shipping costs. For further assistance please contact customerservices@timorousbeasties.com

By Post/Courier: Please post with your returns slip or full name and order number to:
Returns Dept, Timorous Beasties,
Unit G, 7 Craigend Place,
Glasgow G13 2UN.

Please ensure that you retain a receipt when posting at the post office or a note of the tracking number as proof of postage. If returning an international order, please clearly mark ‘BRITISH RETURN GOODS’ on the description to avoid paying unnecessary charges.

By Hand: Products can also be hand delivered to our showrooms with the refund slip or proof of purchase:
Timorous Beasties London,
44 Amwell Street,
London, EC1R 1XS
or
Timorous Beasties Glasgow,
384 Great Western Road,
Glasgow, G4 9HT

Your statutory rights are not affected.

Do you offer discounts on off-cuts?

At Timorous Beasties, we aim to produce product as sustainably as we can by eliminating wastage through our manufacturing process. Therefore the majority of our products are printed to order.

We do not offer a cutting service on our stock fabrics or superwide wallpapers.

Any excess that may occur is donated to charity. If you would like to enquire how to become a charity that Timorous Beasties supports by donation please contact customerservices@timorousbeasties.com

Do you offer an interior design service?

We do not offer an interior design service as we see ourselves as manufacturers first and foremost.

Our showrooms/stockists can recommend clients they have worked with that may be suitable to your needs.

I have run out of fabric/wallpaper, what should I do?

Precise colour matching cannot be guaranteed between different batches of product. If reordering to match to an existing stock product you must include the batch number.

If you require a batch match on a digitally printed to order product, we will require a cutting of the material to match to. Please contact customerservices@timorousbeasties.com for further information.

Do I have to order a full metre?

As part of our sustainability practice, all our fabrics and wallpapers can only be ordered in full metres. 

Can I decide where my fabric or wallpaper is cut?

We do not offer a cutting service on our stock fabrics or superwide wallpapers. You cannot specify where the start of the fabric needs to be.

If you require a specific area of a repeat we recommend ordering two repeats to make sure you receive this area.

Can you do custom colours?

We can offer custom colours for a number of our designs.

Minimum orders vary depending on the manufacturing method used, for more information please email customerservices@timorousbeasties.com.

Before commencing with a custom colour order, you must purchase a strike-off sample and approve the colours/design changes. This design service and colour strike-off will incur a fee of £100.00.

What are Solid Wallcoverings?

Solid Wallcoverings are a made-to-measure, contract grade product, appropriate for commercial spaces and have a minimum order of 20m2

The wallpaper is printed in custom made-to-measure panels that can be installed together like a mural design. We require an architectural elevation to estimate the square meterage required. As this is a custom design, we can produce most of our designs in a solid wallcovering.

The leadtime for solid wallcovering is 3-4 weeks.

Please contact customerservices@timorousbeasties.com for further information.

How do I care for my product/keep it clean?

Our fabrics and most of our cushions are dry-clean only. As an extra precaution, we would also advise asking your dry-cleaner if they have experience working with hand-printed or delicate lace fabrics before proceeding.

Our Linen Union cushions are suitable for handwashing only. 

Our digitally printed wallpapers are spongeable and can be very gently cleaned with no abrasive scrubbing or harsh detergents.

Stock and hand-printed wallpapers are too delicate to be sponged. Please consult your decorator if any accidental marking occurs.

Please contact customerservices@timorousbeasties.com if you wish to enquire about a specific product so we can advise. 

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Ceramic items are dishwasher safe although we would recommend hand-washing to keep the print quality for longer. Please note that our Indie Wood Owl and Squirrel mugs have gold gilding and cannot be used in microwave.

How do I become a representative?

We aim to maintain a level of exclusivity and nurture current relationships with our representatives, therefore we try not to overpopulate any areas with too many stockists. That said, if you believe that your company would be a good match for Timorous Beasties and are aware that our product is not currently being represented in your area, we would love to hear from you. Please contact customerservices@timorousbeasties.com for further information.

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If you are not interested in becoming a stockist, but would like to purchase a sample book of wallpapers or fabrics for your library, this is entirely possible and you can contact our Customer Services team for further information.

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Alternatively, you are welcome to discuss trade account options with any of our showrooms: 

Contact details are as follows;

London: shoplondon@timorousbeasties.com

Glasgow: glasgow@timorousbeasties.com

Berlinberlin@timorousbeasties.de

 

How do I apply for an internship?

As of October 2019, we no longer run an internship programme.

As we are a small team on the occasion that a position becomes available, we will advertise on LinkedIn or the Creative Scotland website. 

My order was damaged in transit, what should I do?

Timorous Beasties carry the risk of lost or damaged products until you receive them. Although we aim to pack all products securely and with care to avoid any damages, there are rare occassions where this can happen. In this case, please contact customerservices@timorousbeasties.com and discuss with our team.

Once products have been paid for in full and you have received them, they are then your responsibility and Timorous Beasties are no longer liable for any damages. For returns, until we have received the product back into our warehouse and made sure the product is not damaged, the liability remains with the customer.

When should I order for Christmas delivery?

We recommend ordering as soon as possible, but the last recommended order dates for Christmas delivery are;

Handprinted Wallpaper and Fabric (4-6 week leadtime)

UK 5th November

Overseas 3rd November

Digitally printed wallpaper (4 week leadtime)

UK 19th November

Overseas 12th November

Stock products

UK 15th December

Overseas 8th December

We will always do our best to accomodate any last minute orders, so please get in touch if that is the case. If for any reason outside of our control there is a delay to your order, we will be in touch as soon as possible with an update.

Any orders placed after this time will be despatched after our return on 6th January.

Is your fabric fire treated?

We do not treat our fabric to allow the customer to fire treat their fabric specifically for the country/project it will be used in.

We can however offer FR treatments on request, for more information please get in touch with customerservices@timorousbeasties.com or your local TB showroom/representitive.

Do you ship overseas?

We do ship to most countries, to see if we can ship to your country please go to checkout and select from the drop down menu. If your country does not appear, please contact customerservices@timorousbeasties.com.

For orders being delivered outwith the UK, you will not be charged VAT on our website. You will be liable for any import duties and handling fees at point of entry.

Ceramics, Furniture and Lampshades cannot be delivered outside the UK. This is due to the high risk of breakage and customs issues for exporting.

Cushions pads cannot be delivered to Australia and New Zealand due to custom regulations on the feather pads. Please contact our showrooms or customerservices@timorousbeasties.com to order cushions without pads.

We cannot ship to PO boxes.

How do I care for my TB Bed Linen?

Timorous Beasties Bed Linen is made from 220tc Cotton Sateen. To wash, please follow the instructions below.

Temperature not above 40 degrees celsius.

Do not bleach.

Dry normal, low heat

Maximum temerature 150 degrees celsius.

 Do not dry clean.

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