Frequently Asked Questions

Covid-19 Update

  • Can I still order Cole & Son products?

    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.

  • Can I visit your showroom?

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

Shipping

  • Where do you ship?

    We are based in the United Kingdom & ship to select international markets. Customers in the following countries can order wallpaper rolls:
    Australia, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Faroe Islands, Finland, Germany, Gibraltar, Guernsey, Hong Kong, Hungary, Iceland, India, Jersey, Latvia, Liechtenstein, Luxembourg, Malta, Mexico, Moldova, Monaco, Netherlands, New Zealand, Norway, Romania, San Marino, Serbia, Singapore, Slovakia, Sweden, Switzerland, and the USA.

    Samples of all wallpapers and fabrics are 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.

  • What are your shipping options?

    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 sent via UPS and should arrive within the following timeframes: Europe 2-3 working days, Rest of the World 4-7 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.

  • What shipping carriers do you use?

    We use all major carriers and local courier partners.

  • I have pre-ordered a product, when will it arrive?

    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.

  • An item is out of stock, when can I order this again?

    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.

  • Why can I not add the total quantity of products I need to my cart?

    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.

Diamond Service

  • What is the Diamond Service?

    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

  • How long does the Diamond Service take?

    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

  • Can I also order samples and fabric lengths via the Diamond Service?

    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.

Ordering & Returns

  • How do I order wallpaper or cut fabrics?

    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.

  • What is your Returns Policy?

    If you wish to arrange a return to Cole & Son, please contact our Online Team at diamond.service@cole-and-son.com or call 0208 442 8844.

    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 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 shipment will be quoted when the return is requested.

    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. 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.

  • How do I find a stockist in my area?

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

Samples

  • What size are your wallpaper samples?

    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 and Fornasetti Senza Tempo: 
    Acquario, Macchine Volanti, Procuratie con vista, Procuratie e Scimmie, and Libreria
    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: Grande Fleur

    The following samples from The Gardens‘ 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).

  • Can I order larger samples?

    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.

Wallpaper

  • How many rolls do I need?

    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

  • What are the hanging instructions?

    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.

  • Which wallpaper paste do you recommend for use with your wallcoverings?

    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

  • How much wallpaper paste will I need?

    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.

  • Do I need to paste the wall or the paper when hanging your wallcoverings?

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

  • Can I use your wallpaper in a bathroom?

    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.

  • How should your wallcoverings be cared for?

    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.

  • Can I hang your paper on a newly plastered wall?

    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.

  • Do I need to use lining paper and are there any particular lining papers that you would recommend?

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

  • What is a Batch Number?

    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.

  • How can I obtain a wallpaper fire certificate?

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

  • What is a ‘Random Match’, ‘Straight Match’, ‘Half Drop’, and 'Third Drop'?

    ‘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.

Fabrics

  • How are Cole & Son fabrics sold?

    All Cole & Son fabric is sold per metre. When you have selected your chosen fabric, please then add the selected quantity you would like to purchase to your basket.

    Fabric lengths are currently only available for delivery within the UK.

  • How do I calculate how much fabric I need to purchase?

    Determining the amount of fabric you require for a project will be dependent on the design that you select. We recommend consulting a professional upholsterer who will be able to guide you on the amount of fabric required. You will need to provide them with the pattern repeat information which can be found on the back of our fabric samples, as well as on our website.

  • How do I care for my Cole & Son fabrics?

    All our fabrics are recommended to be DRY CLEANING ONLY to maintain their best appearance.

    Positioning of furniture in the home: Direct sunlight may cause fabrics to fade or discolour, so protect your fabric by drawing curtains or blinds. Direct heat from radiators, heaters or fires can also cause these effects so position your furniture away from any possible source. Avoid placing sharp objects such as buckles, pens, keys and other objects onto the fabric.

    Regular maintenance: Use a vacuum or soft brush to remove surface dust, loose fabric fibres or bobbling on a weekly basis. Turn your vacuum down to a low setting and use a brush attachment. This will remove dust particles and prevent soiling and undue wear. A gentle vacuum will also help reduce pilling which some fabrics are prone to.

  • What is a Martindale Rub Test?

    A Martindale Rub Test measures the durability of a fabric in order to determine how and where a fabric is best used.

  • How do I understand the upholstery grades?

    We have graded our fabric in order to make clear where they are most suitable to use:

    Decorative use – suitable for items that will receive very light use including curtains, loose covers, pillows and spreads
    Light domestic use – suitable for light wear such as curtains and blinds
    General domestic use – suitable for everyday items including upholstery, curtains and blinds
    Light commercial use – suitable for light wear in a contract environment such as in hotels and restaurants

  • Does my fabric need to be fire retardant?

    When using Cole & Son fabric for upholstery, a Schedule 3 Interliner must be used in conjunction with the fabric in order to meet UK domestic and contract fire regulations. Please ask your upholsterer for more information.

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Need Help?

CALL OUR CLIENT SERVICE AMBASSADORS ON +44 (0)208 442 8844

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Same Day Diamond Delivery

AVAILABLE ON WALLPAPER ORDERS TO SELECT LONDON POSTCODES MONDAY-FRIDAY

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International Shipping

30+ countries, including the US, can now order wallpaper rolls online.
View our FAQs for the full list

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Shipping and tax added at check out