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Answers

What is the lead time for my order?

Leadtime for our products are as follows –

 

Stock Wallpapers & Fabrics will be sent out with 2 working days from receipt of payment

 

Print to Order Hand-Screen Printed Wallpapers & Fabrics have a 4 to 6 week leadtime

 

Print to Order Digitally Printed Wallpapers have a 4 leadtime

 

Print to Order Digitally Printed Fabrics have an 8 to 10 week leadtime (if not in stock)

 

Cushions have a 6 to 10 week leadtime (if not in stock)

 

Ceramics have a 10 week leadtime (if not in stock)

 

Tea Towels have a 6 week week leadtime (if not in stock)

 

Lampshades have a 4 week leadtime

 

Rugs

 

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

 

Leadtimes for each product are stated on the product web page, if you are unsure please contact customerservices@timorousbeasties.com and we will be happy to advise of lead times.

 

Lead time does not include delivery time. Please see shipping table below for estimated courier shipping times

Can I order samples?

We offer A4 samples of our products, available to buy by ticking the 'Order a Sample' box. We strongly suggest ordering samples before placing your order as images online are as accurate as possible to match the product but can differ to those shown.

We do not charge to ship samples.

If you require a sample of a soild wallcovering, 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 bit with the yellow bird on’.

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

Samples are sent via Royal Mail Second Class Delivery.

This can take up to a few days in the UK and up to 10 days for the Rest of the World.

We can send samples by courier using the clients Fedex account. Please 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

Orders under £200

£5

3 - 5 working days delivery

 

Orders over £200

Free

 

       

Europe

Orders under £350

£10

3 - 5 working days delivery

 

Orders over £350

Free

 

       

Non-EU Europe

Orders under £350

£15

3 - 5 working days delivery

 

Orders over £350

Free

 

       

North America

Orders under £500

£25

3 - 5 working days delivery

 

Orders over £500

Free

 

       

Rest of the World

Orders under £600

£35

3 - 5 working days delivery

 

Orders over £600

Free

 

       

* £10 surcharge on lampshade, fabric and superwide wallcoverings.

** £10 surcharge on cushions outside of the UK

       

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

   

 

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

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 non-VAT payers 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. 

Timorous Beasties is not liable for any import or custom duties that may occur in the process of shipping internationally. If you require more information regarding how much local duties might be, pelase 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 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.

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 drivers disgression. If this is not possible you will then have three days to contact the courier for redelivery. If you fail to contact the courier in the specified timeframe, they will then redirect the item 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 repacking and dispatching again.

 

Additional charges may apply for the storage of the products if the customer delays delivery, for more than three 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 date or soon afterwards. If you have not received your order within 7 days from placing your order, please contact our customer service team at customerservices@timorousbeasties.com to investigate the non-arrival.

What should I do when my order arrives?

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

 

You are responsible for checking and confirming that you are satisfied that all details and aspects of your order are correct and suitable for your requirements and specifications including without limitation measurements, dimensions, product features, access and delivery.

 

Timorous Beasties is not responsible for wallpaper hung in error or remake of products made in error.

 

We recommend customers order samples before purchasing goods. Images online are as accurate as possible to match the product but can differ to those shown.

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

Unfortunately, for all of us, sometimes things get lost in the post. Using Royal Mail for our samples requests enables us to not charge shipping on samples. However, we have found that sometimes samples do go missing.

Please contact customerservices@timorousbeasties.com with your order information to request resending of samples if you have not received your samples within 5 working days within the UK or 10 working days for the Rest of the World.

Can I order a larger sample?

Larger returnable samples are available on request from our showrooms at their discretion. Please contact London - shoplondon@timorousbeasties.com , Glasgow - glasgow@timorousbeasties.com or Berlin - berlin@timorousbeasties.de for further information. 

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 a re-saleable condition.

 

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

 

We recommend customers order samples before purchasing goods. Images online are as accurate as possible to match the product but can differ to those shown.

 

When you buy online you have additional rights as a consumer under the Distance Selling Regulations (this applies to UK and European Union customer 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 delivery charge.

 

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

 

Please use one of the following methods when returning goods together with the returns slip provided. For further assistance please contact: - customerservices@timorousbeasties.com.

 

By Post/Courier: Returns, Timorous Beasties Studio, 7 Craigend Place, Glasgow G13 2UN.

 

Please retain a certificate of posting from your post office or a record of the tracking number as proof of postage.

 

By Hand: Products can also be delivered to our London or Glasgow Shops with the refund slip or proof of purchase - Timorous Beasties London, 44 Amwell Street, 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?

Here 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/reps can recommend clients they have worked with that may be suitable to your needs.

I've run out of fabric or wallpaper-what should I do?

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

 

If you require a 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?

Fabric & Superwide can only be ordered in full metres. This is part of our sustainably practice.

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.

I require a custom colour – how much would I need to order?

Custom standard width wallpapers require a minimum order of 10 rolls.

 

Custom superwide wallpapers require a minimum order of 20 linear metres.

 

Custom fabric requires a minimum order of 20 linear metres.

 

Before we can commence as Custom Colour order, a strike-off must be ordered to confirm the colour required and be signed off on by the client. Custom colour strike-off incur a charge of £75.00.

What are Solid Wallcoverings?

Solid Wallcoverings are a made-to-measure, contract grade product, appropriate for hotels, hospitals, etc. and have a minimum order of 10 square metres.

It is printed in custom panels, that can be fitted 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 lead time is 3 to 4 weeks.

If this the type of product you require for a project please contact customerservices@timorousbeasties.com for further information.

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

For Fabric and Cushion we recommend Drycleaning only.

 

Our Digitally wallpaper are ‘sponge-able’ and can be very gently wiped.

 

Stock and Hand-Printed wallpaper are too delicate to be wiped. Please consult your decorator if any accidental marking occurs.

 

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

How do I become a representative?

Timorous Beasties aims to be an exclusive brand and prefers not to have too many representatives in any area. If you believe that your company would be a good match for Timorous Beasties and are aware that we are missing representation in your area, please get in touch! Please contact customerservices@timorousbeasties.com for further information

 

We have wallpaper and fabric books available to purchase without representation for anyone wanting to add the books to their library. Please contact the customer services email above for further information.

 

Alternatively, you can contact our showrooms in terms of opening a trade account – London Trade - london@timorousbeasties.com, Glasgow - glasgow@timorousbeasties.com or Berlin - berlin@timorousbeasties.de.

How do I apply for an internship?

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

 

We are a small team and on the occasion that will have a position available this will be advertised on the Job Centre or Creative Scotland website.

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

We carry the risk of loss or damage to the products until you receive them. We aim to pack all products so they will not be damaged, but in the rare case that this happens please conatct customerservices@timorousbeasties.com.

The products belong to you when you have received them and have paid us in full. If you return the products to us for any reason, they will become our property and be at our risk from the time we receive them.

When should I order for Christmas delivery?

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

Handprinted Wallpaper and Fabric (4-6 week lead time)

UK 6th November

Overseas 3rd November

Digitally printed wallpaper (4 week leadtime)

UK 20th November

Overseas 14th November

Stock products

UK 17th December (15th for Highlands and Islands)

Overseas 11th 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 outwith our control there is a delay to your order, we will be in touch as soon as possible with an update.

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