Gowallpaper Ltd Avis 

Réponse de Gowallpaper Ltd

31 juil. 2026

Dear Dave,

I'm sorry to hear that you were unhappy with the delivery process. However, we would like to clarify a number of points in relation to your comments.

Firstly, we do not use DPD as our courier service, so the information regarding DPD's delivery options, including weekend deliveries and the ability to leave parcels with neighbours or in a safe place, is incorrect and does not apply to orders placed with us.

As clearly stated within our delivery terms and conditions, all wallpaper orders require a signature upon delivery and cannot be left in a safe place or unattended. This policy is in place to protect both our customers and ourselves, ensuring that orders are delivered securely and reducing the risk of parcels being lost, damaged or stolen.

In addition, our terms explain that two delivery attempts will be made. If both attempts are unsuccessful, the parcel is held at the courier's depot for collection. Unfortunately, we are unable to alter the courier's operating procedures or depot locations.

We appreciate that collecting a parcel from the depot may be inconvenient in some circumstances, but these delivery conditions are made clear before an order is placed. Customers who require alternative arrangements, such as weekend delivery services or delivery to a different address, are encouraged to consider these requirements before completing their purchase.

We are sorry that our delivery terms did not meet your expectations, but the delivery process followed in this case was in accordance with the terms agreed to at the time of ordering.

Best,

Go Wallpaper

Réponse de Gowallpaper Ltd

29 juil. 2026

Dear Fiona,

We are disappointed to read your review, as it does not accurately reflect the circumstances surrounding this matter.

Our Terms and Conditions, which are clearly displayed on our website before purchase, state that any damage in transit must be reported within 48 hours of the recorded delivery date. This requirement exists because our courier only allows a limited period for damage claims to be submitted. Once this timeframe has expired, we are unable to recover the cost from the carrier.

According to the delivery records, your parcel was delivered on 24th July. Whilst you have stated that it was left with a neighbour and collected on 25th July, the reporting period begins from the courier's recorded delivery date. Your damage was reported outside of the timeframe set out in our Terms and Conditions, meaning it could no longer be treated as a transit damage claim.

Despite this, and although we were under no obligation to do so, we initially offered a goodwill website credit as a gesture to try and resolve the matter. Rather than accepting this resolution, you continued to insist on a full refund on terms that fell outside of our published policy. As the correspondence progressed and it became clear that our goodwill gesture was not being accepted in the spirit it was intended, that discretionary offer was withdrawn.

With regard to the return postage, our policy is clear. As the damage was reported outside the permitted reporting period, we were unable to treat the item as a valid transit damage claim. Therefore, if you wished to return the product outside of our policy, the return postage would be your responsibility.

Your review also states that we acted against your statutory rights. We do not agree with this assertion. We have handled this matter in accordance with our published Terms and Conditions, which were accepted at the time of purchase, and have applied the same policy consistently.

We appreciate that you are dissatisfied with the outcome, but we have acted fairly, consistently and in line with our stated policies. Our position on this matter therefore remains unchanged.

Best,
Go Wallpaper