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FAQs

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FAQs

Order query

We want to get our products to you as soon as possible therefore unfortunately your order cannot be amended or cancelled. If you would like any further information, please email our Customer Service Team, hello@lucieannabel.com

We’re sorry you haven’t received an order confirmation. Please head over to your account to view your order's status. If you have placed an order but it is not showing in your account, or you do not have an account with us, please email hello@lucieannabel.com and we'll look into this for you.

We’ll send you regular updates on the progress of your order via email. Please check your inbox for email updates, log in to your account via lucieannabel.com or get in touch at hello@lucieannabel.com. Once your order has been dispatched you will also receive regular updates directly from the courier. 

We’re sorry to hear that you have an item missing from your order. If you have only received part of your order, please let us know as soon as possible by emailing hello@lucieannabel.com and we will resolve this as soon as possible for you.

We recommend you follow the progress of your order via your courier tracking link for the latest updates on your order. If your order has not arrived by your estimated delivery date, please email hello@lucieannabel.com or call our Customer Services Team on +44 (0)8081753091.

We’re really sorry to hear that your order has been damaged. Please send us an email hello@lucieannabel.com, alongside your order number and a photograph of the damaged product. You should check all wallpaper products for faults before and during hanging and you should not throw away the product labels until you have finished decorating. 

Product query

Each roll is 0.50m (w) x 10m (h). We have a handy usage calculator on each product page, you just pop in the width and height of your walls and it will tell you how many rolls you need. Please note all of our wallpaper is printed to order, therefore we recommend ordering all the rolls you will need in one go. If you would like any support with your order, please email hello@lucieannabel.com 

It is important to note that our wallpaper is printed to order, so slight variations in colour can occur between batches. Therefore, we recommend ordering all the rolls you will need in one go. If you require any support with this, please call our Customer Services Team on +44 (0)8081753091 or use our wallpaper calculator tool on the product pages. 

All of our wallpaper is printed to order and we do not hold any stock. Unfortunately we will not be able to send you wallpaper from the same batch, and there may be a slight colour variation between batches. If you would like any support with your order, please email hello@lucieannabel.com 

Our wallpaper samples are generously sized at 50cm x 50cm. Making it easier to really get a feel for the design in your chosen space. Your Lucie Annabel sample will be folded to fit in our letterbox-sized envelopes. Our envelopes are fully recyclable and made from 100% recycled materials!

Our samples are £2 each, or you can get 3 samples for £5. The discount will be automatically applied at the checkout.

You'll be pleased to know that all of our packaging is recyclable!

This includes our cardboard boxes, envelopes and the film that keeps your Lucie Annabel wallpaper safe and dry in transit.

Gift cards are valid for one year from the day of purchase.

Our gift cards are sent electronically to your email address. You will not receive a physical card.

As part of our efforts to limit our impact on the environment, all of our designs are printed to order here in the UK. Whilst we endeavour to achieve colour consistency across our wallpaper, the nature of the digital printing process which makes our sustainable approach possible means that some colour variation is to be expected and is unavoidable. For more information please contact our Customer Care Team.

Delivery

Our samples are sent via Royal Mail 2nd class and should arrive within 2-3 working days after dispatch. If you still haven't received your samples after 7 working days please email hello@lucieannabel.com and include your order number in your message.

We ship worldwide! Delivery for orders outside of the UK will be calculated at the checkout stage. Please note, orders outside of the UK may also incur import charges.

Can't wait to get started? Place an order before 2pm (Monday - Friday) to receive it on our Next Day Delivery option. 

Please note cut-off times vary on the weekend and may change during busy periods.

Returns & refunds

We’re sorry, we do not accept exchanges, however if your purchase is within the last 30 days you can return your unopened items free of charge for a refund, and then place another order. If you have any questions please email hello@lucieannabel.com 

If you need to return your wallpaper, please follow the below instructions. Please note that we have a 30-day return policy and our wallpaper samples cannot be returned. 

To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging. 

To start a free return for UK orders, please go to the following link; https://lucieannabel.com/pages/returns 

If you need to return an order from outside of the UK, please contact hello@lucieannabel.com for further information.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

If you return the entire order, your shipping cost will also be refunded.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

Payment & technical

We accept PayPal and all major debit / credit cards as payment options. You can place your order securely on the website or give our Customer Service Team a call on +44 (0)8081753091.

Our website is secured by the HTTPS protocol meaning your payment details are encrypted before being sent to us.

Tips & advice

Paste the wall wallpaper is the easiest way to hang your wallpaper. You simply paste the wall first, then hang the paper. 

Here’s a few handy tips for measuring your room for wallpaper. Firstly, measure the width of the space you're wallpapering. Our wallpaper designs are 50cm wide (unless stated otherwise). Divide the width of your room by 50 to work out how many drops of wallpaper you’ll need - better to be slightly over. Next, measure the height of your room, leaving out skirting boards. Add an extra 15 cm to this for trimming.

Multiply the height by the number of drops you worked out in step 2 and ta-da! That’s the number of metres you will need.

Create the best base for your new wallpaper by following these steps:

1. Fill any holes, cracks or imperfections with a wall filler. You will probably need to give the wall a very light sanding, once dry, so it’s nice and smooth!

2. Give the wall a good clean with sugar soap.

3. The wall must not be freshly plastered. It would need to be painted first, prior to wallpapering.

4. Make sure the room is well ventilated and that any heating is switched off before hanging and whilst drying (this will take around 5-6 hours).

1. Apply a generous layer of wallpaper paste all over your chosen wall. Use a roller for the bulk of it and a small paintbrush to get close to the ceiling and skirting boards.

2. Grab your step ladder and hang the dry paper at the top of the wall with a few cm excess above the ceiling line.

3. Lightly brush the paper into place right down to the skirting boards. 

4. Take a step back and make sure the wallpaper looks good. If you’re happy, take your smoothing brush and smooth out the paper working from the centre to the edges.

5. Trim any excess at the top and bottom with a wallpaper knife or scissors.

6. Share your masterpiece with us @lucieannabelhome.

This all depends on the temperature of the room, but we would recommend allowing 24 to 48 hours for your wallpaper to be completely dry.

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