Once we have received your order and payment in full, we will process your order as promptly as possible. If you require your order by a specific date, we strongly suggest that you contact us by telephone to find out if that is possible before placing your order. On extremely rare occasions there may be delays caused by out-of-stock materials, shipping delays, temporary factory overload or other factors beyond our control. In the event of a known delay, you will be contacted as soon as possible. Please also be aware that delivery times may be significantly interrupted at public holiday times such as Christmas and New Year, delivery estimates can be extended by 3-5 days at these busy periods.
We strongly recommend that the buyer does not book decoraters, curtain makers or the like, until they have received and are satisfied with their goods. Moodbox is not liable for any charges from decorators and the like caused by a delay to the delviery of the buyer's goods.
Delivery Methods
We use Royal Mail, DHL and TNT as our trusted couriers.
Moodbox reserves the right to dispatch orders via whichever delivery service they consider appropriate. If you would like to know which delivery service will be used for your goods, or have any special requests regarding choice of delivery service, please contact Moodbox. Should you wish Moodbox to use a service other than the one which Moodbox deems appropriate for your goods, you may be subject to a further delivery charge.
International Orders
We are happy to send items worldwide. If your country is not listed at checkout, please email us for a price for delivery to your country. Please note that shipping quotes for international deliveries are always approximate until the items have been packed and are ready to be shipped, and, at that stage, we reserve the right to levy a further delivery charge if necessary. You will always be informed if there is a need for us to do this. This is because we base shipping costs on the weight of the final order, and until the items are ordered and packed, this can only be estimated. Please contact us before placing an order if you would like further information or have any queries regarding international orders.
Please note that all fabrics shipped outside the UK will be folded.
All orders sent outside the European Union are VAT free. The receiver will be responsible for all the customs and import duties.
Quotations
All quotations are valid for two weeks from the date of issue. Should you wish to accept a quotation after this period of time, it may be subject to an increase.
Cancellation of Custom Made Products
Custom made products such as curtains, blinds, cushion covers and so on, cannot be returned under any circumstances other than an error which we are proven to be soley responsible for. If the buyer feels that Moodbox is responsible for an error in production, they must return the goods to us at their own cost, which will be refunded in full if it is subsequently proven that Moodbox are responsible for that error.
We will make custom made products to your exact measurements. Should these measurements prove to be incorrect, Moodbox is not liable and has the right to make charges for any alterations necessary. Custom made items, where the customer has provided the measurements, are made at the customer's own risk.
Cancellation of 'Off the Shelf' Products
Once the buyer has placed their order, processing of that order begins immediately; therefore it is essential that the buyer contacts Moodbox as soon as possible after placing the order. Cancellations cannot be guaranteed as it depends on how far the order has been processed. Any requests for changes to an order, or cancellations of a whole or part order MUST be given in writing, via email, fax or post. Changes can NOT be made over the telephone.
Refunds
Refunds for orders cancelled by the customer are usually processed within 30 days of the cancellation being accepted by Moodbox. We reserve the right to take up to this time, but generally, refunds are processed in less than this time.
Returns
Wallpaper: returns are only accepted on a minimum of five rolls of wallpaper from the same batch.
Fabric: returns are only accepted a minimum of five metres.
Please note that we will not accept any returns which have not been authorised by Moodbox, so if you would like to return an item or items, please email or telephone us to comfirm that this is acceptable. Refunds on returns will be subject to a 25% handling charge, and no delivery charges or postage charges will be refunded.
We regret we cannot accept returns for fabrics that have been cut or used, or where secondary processes have been applied.
Goods Received Damaged
If the goods were dispatched via Royal Mail, it is the responsibility of the BUYER to place a claim, should goods be received damaged, or lost in transit. The appropriate claim form can be downloaded and/or printed from the Royal Mail website. Moodbox will always retain a proof of posting and you should contact us to obtain a copy of this. If you wish your goods to be sent via a signed recorded service, there will be an extra charge - please contact Moodbox for further information.
If the goods received damaged were delivered by courier, the buyer must contact Moodbox IMMEDIATELY. Please note that any goods signed for as 'Received in Good condition' will not be able to be credited back to you. If the parcel is damaged, then please ensure you sign for this as 'damaged'. It is your responsibility to check the delivery parcels carefully when signing for the receipt of such.
Please do not dispose of any packaging or try to make any repairs, as, in order for us to make a claim against the courier service, we will need photographic evidence of all the details of damage to goods and packaging.
Images
Images shown are a guide only, and preciseness of colour cannot be guaranteed as this may be affected by the quality of the photograph used, screen settings of your computer, the light you are viewing the screen in, or other factors. We do NOT recommend that you place an order based solely on the image shown on our website - we are always happy to order samples of products for you wherever possible.
Accuracy of Orders Dispatched
Please ensure that product codes of any swatches do match with those that are displayed on the web when you place your order. Mistakes can happen and we cannot be held liable for any errors of product codes on the web that do not match with colour codes. Similarly, it is the responsibility of the customer to ensure that the goods they have received are those which were ordered. Once wallpaper has been opened/hung, or fabric cut into, we are unable to accept returns under any circumstances.
Samples are available free of charge to a maximum of 6. Please email us with your name, full postal address including postcode, and the details of which samples you require.
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