We aim to send out products ordered before 11:00 AM GMT on the same working day. However, this is not guaranteed, and we will contact you if we expect an excessive delay with the dispatch of your order.

Overseas Delivery
We deliver worldwide! Shipping prices for individual products are displayed on the product pages. If you order multiple items, a combined shipping price will be calculated. You will not be charged shipping for individual items. It is the responsibility of the customer to pay any applicable customs charges. We can assure you won't be charged import VAT on your order, so our EU customers can continue to shop directly from us as usual.

Delivery to Europe is 2-3 working days, and to the rest of the world is 3-5 working days. Express delivery options are available. Please note that our wallpapers are sent by a courier company and shipping prices will be calculated per order. You will be able to see the shipping price at checkout before you make your purchase.

Rest of the World: All countries excluding Europe and the UK
If your delivery address is outside of the UK, you may be subject to import duties and taxes which are levied once a shipment reaches your country. You, as the purchaser, are responsible for any other taxes or duties (such as import duties) payable on Hevensent products.

To estimate the amount of import duties payable in your country, we found the following website to be useful http://www.dutycalculator.com. Please note, that we cannot guarantee the absolute accuracy of the details on the site and suggest using it as a guideline.

Shipping Process
Once your order has been dispatched you will receive a notification e-mail with a tracking code. If nobody is available to sign for the delivery when it arrives at the agreed delivery address, the courier will leave a calling card detailing how to arrange a re delivery. If re-delivery is attempted without success on two further occasions, the goods will be returned to the Online Department and your order will be cancelled. We cannot arrange for deliveries of Hevensent products to be left with a neighbour or similar requests and are not responsible for orders which go missing after delivery.

Unless otherwise stated, we use the Citylink, FedEx, UPS, or Royal Mail service for the sending and delivery of Hevensent Products; the total cost of your order will include a delivery charge. Delivery times will vary according to the carrier; we recommend placing your orders early at particularly busy times of year (such as Christmas) to make allowance for delivery delays.

When entering address details, please be aware there is a difference between the delivery address and invoice address areas of the order form.

Please ensure that your delivery address is correct before placing an order. In the event you would like to change your delivery address, please notify us immediately and we will be able to amend your details unless the order has already been dispatched.

We cannot take responsibility for delivery failures because of a wrong address. If your order is safely returned to us as a result of delivery failure, we will post it out to you again. However, we will charge the shipping fee to your correct address.

International Customs Duties
Orders for delivery to countries outside the European Union may be subject to taxes and/or customs duties. It is the responsibility of the customer to pay these taxes, and customs fees and provide the necessary documents or information to clear customs and for the order to reach the customer. The customer is also responsible for ensuring that the ordered items may be imported with respect to the governing laws of the destination country. We recommend the customer contact their local customs authorities for further information.

Sale items
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

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Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@hevensent.com

Shipping
To return your product, please email info@hevensent.com for return address details.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-
refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are
shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping
insurance. We don’t guarantee that we will receive your returned item.

Faulty/Damaged Items
We endeavour to check all items before dispatch, but should an item arrive faulty or damaged during transport, please email us at info@hevensent.com immediately (within 48 hours of receipt) with images attached showing the damage. If the item was damaged during transport, please send us an image of the damaged packaging as well. Please send your faulty/damaged items back to us and we will refund you for your postage and send the replacement item back to you.

It is the responsibility of the decorator to ensure the wallpaper is correct and, during hanging, to check there are no visible faults. Once the wallpaper or liner is hung, we cannot accept any liability for defects or badly executed hanging of the liner or wallpaper.