Customer Service

This page shows our Terms and Conditions. These are applicable every time you access our website and/or order goods from it.  When proceeding with an order you will be required to show that you have read and understood the following terms and conditions. We recommend that you print a copy of these Terms and Conditions for your future reference.
Please contact us by email if you have any questions or problems.  We try to reply to all messages within 8 hours. Please try to write to us in English, but if you do use your own first language, we will do our best to reply in it.

Ownership & Copyright
1.1 This site is owned and operated by Wallure Ltd. Our registered office is 86-90 Paul Street, London, EC2A 4NE, United Kingdom.
1.2 All rights in this website are owned by us. Any unauthorised use, copying or modification is prohibited.
1.3 We always ask our customers to send us photos of their projects where they used our products. You can check these in our Blog. We maintain the right to use these photos free of charge on our website or any marketing tools. Sending photos to us implies you accept this as our right.
2.1 All orders placed through our website will be subject to our acceptance of the order.
2.2 When you submit an order to us on our website you will receive a 'bounce back' confirmatory email saying we are processing it. You will then receive a second email from us acknowledging your order and giving you estimated timescales for delivery. You should check both emails for accuracy and let us know immediately if there are any errors. Neither of these emails constitute acceptance of the order by us. Your order will be accepted by us (and a contract will then be formed between us) when we despatch the goods to you. Title to the goods will pass to you on delivery.
2.3 Should you wish to cancel your order or return any goods, please go to the Returns & Replacement section for further information.
Payment, Pricing & Promotions
3.1 Whilst it is our intention to keep our website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
3.2 If you order from the European Union, all prices shown on our website are inclusive of VAT. Outside European Union they are exclusive of VAT.
3.3 We use 5 different currencies (GBP, EUR, USD, CAD, HUF) on our website. You have to pay in the currency that is connected to your delivery country.
3.4 You probably realize our prices are not simply based on exchange rates.  We have created prices for each country or country group which are in their own currency. These prices are inclusive of our delivery costs which is why the price for the US is higher than for Europe.
3.5 We accept payments by PayPal and all major credit or debit cards. PayPal is a highly secure, reliable payment service. At the end of the checkout process you will be directed to the PayPal webpage.  You will see a page, where you can double check your order again on the left side. 
3.6 Promotional codes are codes that enable customers to obtain benefits such as discounts, free delivery and free gifts. These codes are non-transferable so may only be used by the person to whom they are issued and must only be used in accordance with their terms and conditions of use. If you use a promotional code to claim a promotional benefit, you must first check that it was issued to you and that you are eligible to use it. By using it to claim a promotional benefit you will be confirming that:
(i) you are entitled to use the code;
(ii) you meet all the conditions that apply to its use;
(iii) you agree to the terms set out below.
If, before accepting your order, we find that you are not entitled to use the code or do not meet all the terms and conditions of its use, we may reject your order or alternatively process it without the promotional benefit being applied. If, after accepting your order, we find that you were not entitled to use the code or did not meet all the terms and conditions of its use, we may reverse the benefit that you obtained. If you transacted on a cash basis e.g. by debit or credit card, we may take a further payment, equivalent to the value of the benefit obtained, from the card used. If you transacted on a credit basis, the value of the benefit obtained may be charged to your credit account.
Shipping & Delivery
4.1 You can order from almost any country of the world. You just have to choose the right country or country group in the top left corner of the page. All our prices are inclusive of delivery to the country you have chosen. If the country you order from does not match the country you have chosen, the system won't let you send the order.
4.2 Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. The delivery time is usually 2-3 weeks, but this depends on the quantity ordered, where you are ordering from, and how busy we are when you order. Please always contact us and ask about the estimated delivery time before you order.
4.3 When we deliver your items to you, you may be asked to sign for the goods to acknowledge that you have received them. Please check the packaging is not damaged before you sign.
Returns & Replacements
5.1 Please note that if you wish to return goods under our Approval guarantee, you have 28 days from receipt of the goods to return them to us. In this case, please contact us and we will inform you how you can return them.
5.2 If an item is faulty please contact us and we will arrange an appropriate remedy.
5.3 Products must be unused, and in their original packaging. This does not affect your statutory rights.
5.4 In case of return, the cost of delivery is borne by the customer.
5.5 The Return facility does not apply to sample products.
Privacy & Security
6.1 Please make sure that you have read and understood our Privacy Policy which explains how we safeguard any data which you provide to us in order for us to fulfil your online order.
Viewing Orders
7.1 If you have registered and ordered something, you can check it later. You have to log in (top right corner of the screen) and click My Orders menu. Go next to your order via the View Order link.
7.2 You can also contact us and ask about your order.
7.3. We will send you the tracking number provided by our carrier (UPS or DPD) and you can check your delivery on their website.
Updating Account Information
8.1. If you have registered, you can save your details and addresses in your account.
8.2. You can log in and change it any time.