Frequently Asked Questions

Yes, our warehouse is still open and we are dispatching orders Monday-Friday.

Same day Diamond Service orders are dispatched 9am-4pm, next day orders placed after 2pm will be dispatched the next working day.

Yes, our Chelsea Harbour showroom is open for visitors. To make an appointment, please contact our showroom directly.

We are based in the United Kingdom & ship our wallpapers worldwide*.

Samples of all wallpapers and fabrics are also available to purchase worldwide.

All international wallpaper roll orders are dispatched DDP, meaning all import duties and taxes are paid for and no further charges will be due to the customer upon delivery. Your basket total will update to reflect this.

We are working with our shipping partners to offer this same service for our samples & fabric lengths & will update our FAQs with more information in due course.

*We currently do not ship wallpaper rolls to France or Italy; please visit our Where to Buy page to find our international distributors in these markets.

UK Shipping

There are three delivery options to choose from at the checkout:
1. Express Delivery – Your order will be delivered the next working day if placed before 2pm Monday-Thursday*
2. Standard Delivery – Your order will be delivered in 2-3 working days via one of our courier partners
3. Select London Postcodes Same Day Diamond Service Delivery – Your order will be delivered the same working day if placed before 4pm Monday-Friday. Please see FAQ > Diamond Service for more details.

Please note, we are currently dispatching orders Monday-Friday 9am-2pm. Any orders placed after 2pm will be dispatched the next working day.

*We cannot guarantee next day delivery to the following postcodes: Aberdeen AB; Perth DD8-11; Shetland & Orkney KW15-17 & ZE1-99; all Channel Island postcodes; Oban PA61-78, HS9-99, PH36-40-44, & PA80; Kilmarnock KA27-28 & HS1-8; Inverness IV36-56, IV1-32, AB37-38, AB55-56, PH19-26, PH30-35, & KW1-14; BFPO, BFPO 01, BFPO 999; Isle of Man IM1-99; Isle of Wight PO30-PO41; Scilly Isles TR21-25; and N.Ireland BT1-99
If ‘Express Delivery’ is selected for these areas it will take a minimum of two working days.
We do not ship on weekends or public holidays in England.

International Shipping

Express Delivery – Your order will be delivered with all duties and taxes paid within 1-3 working days, depending where you are in the world.

Samples

Orders for all wallpaper & fabric samples can be purchased nationwide as well as internationally. These are posted by Royal Mail within the UK and should arrive within 2-4 working days. International samples are shipped with DHL and should arrive within the following timeframes: Europe 3-5 working days, Rest of the World 5-7 working days. Please allow slightly longer for your samples to arrive due to current COVID-19 restrictions worldwide.
If you have any queries regarding samples please email us at diamond.service@cole-and-son.com. Please note, international samples may be subject to import duties and/or taxes, we are working with our shipping partners to change the service we use to send these & will update our FAQs as soon as this is in place.

We use all major carriers and local courier partners.

Sometimes we will preview new collections online allowing you to pre-order a product before launch. These will be shipped from the collection launch date – this can be found within the description on the collection page. If you have ordered any other products that are available immediately, they will be shipped separately.

If one of our products is showing as out of stock, please contact diamond.service@cole-and-son.com and one of our Client Service Ambassadors will be able to advise on the expected timeframes for incoming stock.

If you are trying to add multiples of a product to your cart but are receiving an error message, this is because we do not have the quantity you require in stock. Please contact diamond.service@cole-and-son.com for expected timeframes of incoming stock.

The Diamond Service offers customers with a London postcode* the opportunity to purchase wallpaper rolls for same day delivery. If you live within our delivery zone you will see the option to choose Diamond Service at the checkout. Your order will then be delivered via our black cab partner to your door.

Please note, this service is available Monday-Friday if ordered before 4pm. We are currently unable to offer same day delivery at weekends or on public holidays.

*Our delivery area covers all London postcodes beginning with N, NW, E, EC, SE, SW, W, WC

Same day Diamond Service delivery to select London postcodes is available for dispatch between 9am-4pm Monday-Friday, excluding public holidays. Once your order is on its way, a Diamond Service Ambassador will be in touch to advise of its estimated arrival time. For more information, please contact diamond.service@cole-and-son.com

As these items are held at other locations within the UK, we are unable to offer same day service for sample and fabric length orders. However, fabrics can still be purchased and delivered within the London area if you choose either a Next Day or Standard Delivery service.

Select the ‘roll’ or ‘metre’ option on your desired product and enter the number of wallpaper rolls or fabric metre lengths you wish to purchase.

Our acceptance of your order will take place when we email you with an order acknowledgment, at which point a contract will come into existence between you and us. The order acknowledgment will confirm the products you ordered and the delivery information you have provided. Please contact us as soon as possible if there are any errors in the order acknowledgment.

We are based in the United Kingdom & offer our products in GBP £ as well as select international currencies:

AUD A$
EUR €
NZD NZ$
NOK kr
SGD S$
SEK kr
USD $

If your local currency is not available, you will pay in GBP £ by default. Please note, your shipping location will determine the currency in which you pay for your order, for example an order that is being shipped to an address in the United States will be charged in USD $.

We will offer more local currencies in due course & will update our FAQs with more information when they are available.

If you wish to arrange a return to Cole & Son, please contact our Online Team at diamond.service@cole-and-son.com or call 0207 647 7717.

If the item is faulty or an order error has been made by Cole & Son, our Client Service team will arrange a replacement and a collection of the goods. Cole & Son will arrange a full refund to a maximum of the order value.

If the return is due to the customer changing their mind or the result of a customer error, within the UK it will be the responsibility of the customer to arrange the return of the goods to our warehouse address:
Cole & Son (Wallpapers) Ltd, Lifford House, 199 Eade Road, London N4 1DN.

International orders will be collected by our partner courier and the cost of return shipping to our warehouse in London UK will be deducted from your refund total; the cost of return shipping will be the same as the original shipping cost that was paid on the order.

Goods can only be accepted for return by prior agreement with Cole & Son and must be returned within 14 days of order date. All rolls must be returned in a saleable condition, without damage – rolls must still be in their original wrapping, we cannot accept returns of open rolls unless the product is faulty. We recommend returning products using the same packaging that they were delivered in for protection.

Please note: we do not accept any returns of samples, paste or cut to order fabrics.

Visit our Stockist Page to find your nearest retailer or international distributor.

Our samples are A4 (21cm x 29cm). You can order a sample of wallpaper by clicking ‘sample’ & adding to your basket.

Please note that the following designs are automatically supplied as a larger, A3 sample (29cm x 42cm):
Ardmore – Jabula: Hoopoe Leaves, Safari Totem, Satara, Afrika Kingdom, Bush Baby, Nene, Protea Garden, and Letaba March
Botanical ~Botanica~: Lilac, Bluebell, Woodland, Wisteria, Fern, Forest, Rose, Allium, Thistle, and Lilac Grandiflora
Fornasetti, Fornasetti Senza Tempo I & II: Acquario, Macchine Volanti, Procuratie con vista, Procuratie e Scimmie, Libreria, Frutta e Geometrico, and Vista Mediterranea
Historic Royal Palaces – Great Masters: Palace Tales, Tudor Garden, Tijou Gate, Royal Jardiniere, and Verdure Tapestry
Seville: Orange Blossom, Hispalis, Angel’s Trumpet, Alfaro, Alcazar Gardens, Talavera, Jasmine & Serin Symphony, and Flamenco Fan
The Pearwood Collection: Aurora, Vines of Pomona, Midsummer Bloom, and Woodvale Orchard
The Gardens Vol I wallpapers: Grande Fleur

The following samples from The Gardens I wallpapers are supplied in a pack containing different areas of the panorama. Please note: all sample packs for these designs contain the exact same areas of the panorama. These are:
Idyll – x2 A3 cuttings & x1 A6 cutting
Reverie – x1 A3 cutting & x1 A6 cutting
Seasonal Woods – x1 A3 cutting & x1 A6 cutting

Fabric, and silk and grasscloth wallpaper samples are supplied as an A5 size (14cm x 21cm).

We do not currently offer larger samples as the size provided is intended for colour-matching purposes only. If you would like to see a bigger piece of the wallpaper, we advise visiting a Cole & Son stockist as well as viewing all of our designs in-situ on our Instagram. This will give a better idea of how the design and colours look in a real interior.

We always recommend consulting your decorator when calculating the number of rolls required. We offer a roll calculator on each product page or you can follow the manual instructions below to provide estimate.

1. Measure the width of the wall and divide by the width of your selected wallpaper. This gives you the number of ‘drops’ required. This number should always be rounded up.
2. Then measure the height of the wall. Divide the length of the roll of your selected wallpaper (standard rolls are 10m long) at the height of your wall. This gives you the number of drops you will get by roll.
3. Divide the number of drops required (part 1), by the number of drops per roll (part 2), this equates to the number of rolls required. If you have a wallpaper that is marked as ‘half drop’, or has a large pattern repeat, add the size of the pattern repeat to the height of your wall to account for the additional wallpaper required.
If you have any further questions please contact client.service@cole-and-son.com

Hanging instructions are provided with every wallpaper delivery. They can also be found here. Please read these instructions carefully before starting to hang.

Silk & Grasscloth Wallpapers
Our pure silk and grasscloth wallcoverings are made with a non-woven backing and so can be hung with Cole & Son wallpaper paste. It should be noted that extreme care must be taken to ensure paste does not get onto the front of the paper (on the slub silk or grasscloth) as it will damage the product and cannot be wiped away as per a standard non-woven paper.

We recommend Cole & Son Tub Paste for all of our non-woven, silk, & grasscloth wallpapers; a specially prepared ready-mixed starch based paste. If you would like to add wallpaper paste to your order, please contact us at diamond.service@cole-and-son.com

We supply 3 different tub sizes; 2.5 kilos, 5 kilos and 10 kilos. We recommend 1 kilo of paste per standard roll or wallpaper, so if you place an order for 5 rolls or wallpaper a 5 kilo tub of paste would be required. Extra paste will be required where wide width wallpapers are used.

Please always check the hanging instructions supplied with your wallpaper. Most Cole & Son wallpapers are non-woven paste the wall products.

As long as the room is well-ventilated and the walls are in good condition, our non-woven wallpapers can be used in bathrooms. However, they should not be placed in areas where they are likely to come into direct contact with water. In order to help prevent against problems when using wallpapers in high humidity areas, we recommend using a matte decorators varnish on top of the wallpaper which will provide better protection against moisture. We advise you test the varnish on a wallpaper sample to check you are happy with the finish before applying to the wall.

Cole & Son’s non-woven wallpapers are sponge wipeable, with a soft damp cloth and no agent or detergent. We do not recommend attempting to wipe our silk, grasscloth or flock wallpapers.

It is always best to allow a newly plastered wall to fully dry out for two or three weeks before hanging wallpaper. If you need to decorate before the plaster has fully dried the walls must be ‘sized’ before hanging. Use a normal decorator’s size or diluted good quality paste and then follow the hanging instructions.

When hanging textured wallcoverings please be aware that they do not allow the wall to breathe, and any moisture present in the walls will be trapped there and could create mould. The recommended paste (which includes a fungicide) will help to prevent this. Please check the hanging instructions for further information.

A good quality, 800 or 1000 grade lining paper is recommended.

A batch number indicates wallpaper rolls that have been produced together. Rolls from the same batch should be hung together to avoid any roll to roll colour discrepancies.

Please contact client.service@cole-and-son.com with the product code you require certification for.

‘Random Match’ is where there is no pattern at the joining edge to match, e.g. a vertical stripe.
‘Straight Match’ is when the pattern repeats side to side on the roll. The pattern joins in the same place on the next drop of wallpaper.
‘Half Drop’ is when the pattern repeats diagonally across a wall, the pattern match from side to side drops down one half before repeating.
‘Third Drop’ is when the pattern repeats diagonally across a wall, the pattern match from side to side drops down one third before repeating.

Please note, patterns with a large pattern repeat or a half-drop require additional wallpaper to account for wastage.