Terms and Conditions
When you place your order you will be sent an email to confirm that we have received it. These email confirmations are produced automatically so that you have confirmation of your order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to fulfil that order. We will then check availability of the product(s) ordered. If the product(s) is available and the details of the order are correct, you will receive an email once the product(s) is despatched. If the product is not available we will also notify you via email. In the event of a product being unavailable the payment made for the product will be refunded in full. We may cancel any order if it is reasonable to do so and may change or discontinue the availability of products at any time at our sole discretion. If an order is cancelled, you will be notified via email and any payment made for the product(s) will be refunded in full. This does not affect your Statutory Rights. All new orders are deemed separate and each is treated individually.
Payment must be made at point of ordering as these products are custom made to order. All payments are to be made via online payment methods. We accept all major credit \ debit cards and paypal payments. You do not need to create a Paypal account to process a payment. After clicking Paypal as your payment option you will be taken to the Paypal login page. If you do not have a Paypal account, click the link saying "Do not have a Paypal account" You will then be able to enter your card details manually. Your payment to us will show on your bank statement or PayPal account as 'Johnsnlewis' or 'JohnsonAndLewisLtd;. There are no fees for paying for products Gift vouchers cannot be used for orders already placed. If the value of the order exceeds the value of the gift voucher, the balance must be paid at point of ordering. Vouchers have a cash redemption value of 0.001p. Pricing All prices include VAT (where applicable) at the current rates.
We manage our deliveries utilising Royal Mail and selected couriers. The choice of courier/service is at our discretion with the decision based on the weight of the item(s), value of the order and its destination. Should you wish to elect a preferred method then please contact us and we will provide you with the additional cost where applicable.
We reserve the right to deliver in multiple consignments; however this will be at no extra cost. Some of our items may be sent via services requiring a signature on receipt. In the event that a package is refused or unclaimed and returned to us there are two options. The package can be despatched again on payment of the additional shipping cost or a refund will be made, minus any costs to us for the original shipping and return.
Delivery times given are for guidance only and are not guaranteed. We cannot be held responsible for courier/postal delays. However, should your order not arrive within the time expected following our notification of despatch, please contact us and we will endeavour to locate your shipment.
We always try to keep our stock figures as up to date as possible but cannot guarantee that all products are always available. If we cannot supply a product that you have ordered you will be notified via email and we will refund or re-credit your account with the amount debited by us.
Paint:- Due to the nature of the product it should be reasonably expected that minor superficial paint damage can occur during installation and or removal. Due to the many varying factors of product, application surface, paint used and environmental conditions Smarty Walls can take no responsibility for any such damage and all products are strictly used at the sole risk of the customer. Smarty Walls is not liable in any circumstance and is not required to offer any remedy, whether monetary or otherwise.
Structural:- While Smarty Walls can advise on the most suitable products for your application surface, it still remains the customer’s sole responsibility to check the application surface and ensure its structural suitability before placing an order. Any damage caused to an application surface remain the sole responsibility of the customer even if damage is caused after interaction with any product or service supplied by Smarty Walls.
Preperation:- Surfaces that require preparation include lightly textured walls, surfaces that have broken down over time including but not limited to old or poor paint works and finishes. All painted surfaces must be left undisturbed to fully cure for a minimum of 4-6 weeks unless otherwise stated, as different material will vary.
Unsuitable surfaces:- An unusable or unsuitable surface is defined as those which are heavily textured, fragile or show signs of excessive expansion and/or shrinkage, or those which alter due to temperature changes from the physical environment including air-conditioning and heating systems. This list is not exhaustive. If you wish to place a wall sticker near a heat or cooling source you must inform Smarty Walls before placing an order.
Removable Material:- Whilst we use industry recognised removable material, Smarty Walls do not accept any liability for damage caused to any application surface. All products are purchased and used solely at the purchaser’s own risk.
Seasonal Stickers:- Our Christmas products are made using industry recognised short-term removable material, but whilst they are designed not to cause any damage Smarty Walls offers no guarantees that damage will not occur. Our Christmas and Halloween products arrive with a small test sample that must be tested on your surface and removed after 7days to check the surface’s suitability. However, Smarty Walls does not accept responsibility for any damage and our products are used at your own risk. When removing your Christmas wall or window sticker we recommend the use of a hairdryer at a distance on a low to medium setting to warm the adhesive to ease the graphics from your window or wall.
We take every care to ensure all of our products reach you in perfect condition. However, if you are not satisfied due to the product being damaged, faulty or not the item ordered then please contact us and inform us of your intent to return the product. Note: We must be notified within 24 hours of receipt. The item must be received by us within 14 days.
Due to the nature of the product we do not advise to store the decal for more than 2 months before application, decals that have been stored before use for longer than 2 months are not returnable. Smarty Walls doesn’t take responsibility for damage to either the product itself or the application surface during installation or removal. Nor is liability acknowledged for damage occurred in storage after the product has been delivered.
As of June 2014 we are bound by the Consumer Contracts Regulations, which means there are exemptions of your right to cancel for certain items, these include perishable items and tailor-made or personalised items. They also include goods with a seal for health protection and hygiene reasons that's been broken.
Please email us with your intent to return. You will need to provide product details, a description of the fault and your preference for a refund or replacement. We will not issue a refund if the product can't be returned or presented on request.
If a return is agreed after contact with you we will then provide you with the return address. It is your responsibility to ensure that the item is suitably packaged and returned. You must also return the item by a Royal Mail recorded delivery method or other tracked courier. You are responsible for the item until it is received. Note: we do not cover the cost of you returning products unless the item is faulty or damaged, in which case we will refund your return postage costs up to the value we initially paid for it to be sent out.
Once we have received and inspected the item we will contact you to confirm our findings and arrange a refund or order a replacement where applicable. We aim to keep this procedure as straightforward as possible. We will attend to all returns as soon as is practically feasible and do all that we can to make the process as stress-free as we can for you.
Sale items and discount codes:- Sale items are only refundable if they are damaged or incorrect and will only be refunded to the value they were purchased at. Likewise with discount codes, orders will only be refunded to the amount paid in the original order.
Please note customers are not entitled to receive the monetary difference in price of a purchase made closely before or after a sale. The price of a product is determined by the moment of purchase and not its proximity to a sale.
All refunds will be processed to the original card used for the purchase transaction where available, otherwise a postal order or bank transfer will be used. Refunds will only be made subject to our terms and conditions.