Gowallpaper Ltd Avis 

Réponse de Gowallpaper Ltd

8 juil. 2026

Hi Keith,

Thank you for taking the time to leave your review. We're sorry that your wallpaper was damaged during transit before it could be delivered to you.

As discussed with you, we contacted you as soon as we became aware of the damage and explained that, because this wallpaper is a special-order item, a replacement needs to be ordered from our supplier. We also advised you that a new roll would be dispatched to you as soon as it arrives with us.

During our conversation, you confirmed that you were happy with this solution, so we were surprised to see your review, especially as the issue was caused during transit and we have been actively working to resolve it as quickly as possible.

We completely understand that delays can be frustrating, and we sincerely apologise for the inconvenience caused. Our priority is to ensure you receive your replacement wallpaper in perfect condition, and we are monitoring your order closely so it can be sent out without delay once it arrives.

We appreciate your patience and understanding, and if there is anything further we can do in the meantime, please don't hesitate to contact us. We hope you'll consider updating your review once your replacement has been delivered and the matter has been fully resolved.

Best,
Go Wallpaper

Réponse de Gowallpaper Ltd

3 juil. 2026

Dear Daisy,

We are sorry to hear that you are dissatisfied with your experience, however we feel it is important to clarify the facts.

Our delivery terms, which are clearly stated on our website and provided before purchase, require that all wallpaper deliveries are inspected within 48 hours of receipt and that any transit damage is reported within this timeframe. This is because our courier companies will not accept claims for damaged goods after this period, leaving us unable to recover the costs of replacement items once the claim window has expired.

In this case, the order was not reported as damaged until more than a week after delivery, well outside both our inspection period and the courier's claims window. As a result, we have no way of determining when or how the damage occurred. The package had been in the customer's possession for an extended period before the issue was raised, making it impossible for us to verify whether the damage happened during transit, storage, handling, or at a later stage.

The customer states that the outer box was damaged in transit, yet this was not reported upon delivery. Had we been informed within the required timeframe, we would have been able to investigate the matter with the courier and work towards a resolution. Unfortunately, once the courier's claim period has expired, this is no longer possible.

It is also worth noting that during the course of the complaint, additional issues were raised that had not been mentioned initially. We carefully considered all of the information provided but, without a timely report or the opportunity to investigate while the courier claim remained valid, we could not substantiate the claims being made.

We strongly disagree with the suggestion that we knowingly supplied damaged goods. Every roll is inspected during the packing process before being dispatched, and thousands of wallpaper orders are shipped successfully each year using the same packaging methods. While transit damage can occasionally occur despite our best efforts, this is precisely why we ask customers to inspect deliveries promptly and report any issues within 48 hours.

We appreciate that this outcome is disappointing for the customer, but our policy is not designed to avoid responsibility. It exists because it reflects the time limits imposed by our delivery partners and allows genuine transit damage claims to be investigated fairly.

We remain committed to providing excellent customer service and treating every customer consistently and fairly by applying the same published terms to every order.

Best,

Go Wallpaper