Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@ottiliewallpapers.com. 

You can always contact us for any return question at info@ottiliewallpapers.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Customers are responsible for taking reasonable care of wallpaper while it is in their possession. If wallpaper is damaged, stained or otherwise reduced in value through handling beyond what is necessary to inspect it, we reserve the right to deduct the resulting loss in value from any refund, up to the purchase price, where permitted by law.

Any deduction will be assessed according to the condition of the returned goods and the actual reduction in value. We recommend retaining photographs of the product and its packaging before returning it.

This does not affect your statutory rights where goods were faulty, damaged or incorrectly supplied on delivery.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items.

Change-of-mind returns

We recommend ordering a wallpaper sample before purchasing a full mural to assess the design and colour in your space. Please check your measurements and chosen design and colourway carefully before placing your order.

To be eligible for a change-of-mind return where a statutory cancellation right applies, wallpaper must be returned in its original condition and packaging, with all panels intact and uncut.

Customers may handle the product as necessary to inspect its nature, characteristics and quality. Wallpaper panels must not be cut, pasted or installed before being returned.

If the wallpaper has been handled beyond what is necessary for inspection, we reserve the right to make a deduction for any resulting loss in value, where permitted by law. This does not affect your statutory rights if the wallpaper is faulty, damaged or incorrectly supplied.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ottiliewallpapers.com.