Gowallpaper Ltd Avis 

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

Réponse de Gowallpaper Ltd

2 juil. 2026

Dear Rosalind,

We're very sorry to read about your experience and understand how frustrating this situation has been for you.

According to the tracking information, a delivery attempt was made; however, unfortunately no one was available to receive the parcel at the time. We completely appreciate your frustration regarding the lack of a calling card, as this would have made it much easier to arrange collection or understand the next steps. While the actions of the delivery company are outside of our direct control, we understand how this has impacted your experience with us.

We'd also like to reassure you that we haven't left this unresolved. Rather than waiting for the original parcel to be returned, we are already in the process of sending a replacement order so that you can receive your wallpaper as quickly as possible. Our aim is always to find the quickest and most practical solution for our customers, and we hope this demonstrates our commitment to putting things right.

We sincerely apologise for the inconvenience and disappointment this has caused. We appreciate your patience while we resolve the issue and hope the replacement reaches you promptly. If there is anything further we can assist you with, please don't hesitate to get in touch with our customer service team, who will be happy to help.

Best,

Go Wallpaper

Réponse de Gowallpaper Ltd

1 juil. 2026

Dear Mary,

Thank you for your feedback. We're sorry to hear that you were disappointed with the delivery time.

At the time your order was placed, this product was clearly identified as a special order item, and the expected delivery timeframe was provided before the purchase was completed. Special order products are sourced specifically to meet customer requirements, which means they naturally take longer than our standard stock items.

We always aim to be as transparent as possible about lead times so customers can make an informed decision before ordering. We understand that waiting can be frustrating, but in this case, the delivery time was in line with the timeframe that was communicated when the order was placed.

We appreciate your business and your feedback, and we're always happy to answer any questions about delivery times before or after an order is made.

Best,

Go Wallpaper