Goldfish tile decals - red orange

I want you to be 100% delighted with your purchase. So if for any reason you are not, please let me know! 

Below you'll find my general Returns, Refunds and Exchanges policy.

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FAULTY or DAMAGED ITEMS: 

If you find there's a problem with your order, please contact me within 7 days of delivery. 

Let me know what's happened and what you'd like me to do.

Please send pics of the damage, as I can't claim on my postal insurance without them.

On faulty items, I offer prompt free replacement as standard. 

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NON-FAULTY ITEMS

Most of my pieces (including tiles, mugs, chopping boards, coasters etc) are made to order.

As a courtesy, I do accept returns on most made-to-order pieces (exceptions are listed below). 

BUT I reserve the right to charge a 50% restocking fee, and to impose a maximum refund limit of £250.

In other words, you'll get a refund of 50% of the purchase price once I’ve received the undamaged item/s back, up to a maximum of £250.

This is because all returned items have to be checked, photographed, and re-listed - at a big discount - as 'ready-made' sale sets  (like these). 

I also have to find somewhere to store them until they are resold, which might be years.

(Click here to see where most returns end up) 

I operate a different policy with single tile samples. On individual tile samples, I will refund 100% of the purchase price of the tiles once they're back with me. 

Shipping is non-refundable in either direction.

Glass Splashbacks: As they are made to order in bespoke sizes, all glass splashbacks are non-returnable and non-refundable. Please check your dimensions carefully before ordering! 

Wallpaper: As wallpaper is printed to order, it is non-refundable and non-returnable. Please check you're ordering exactly the right paper type and quantity for your project. 

If you find a fault, or the wrong item has been delivered, please contact me and I'll arrange for a replacement to be dispatched as soon as possible. 

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DUTY & TAX

Some countries do charge import duty and / or tax on shipments from the UK.

(There's more info on the new US import duty and tarrif arrangements here)

The shipment value at which duty starts to be applied, and the charge, varies enormously. It also changes regularly, and (in my experience) is inconsistently applied.

In other words, some large, expensive parcels get through without any additions, and some small, inexpensive shipments don't.

I ship to more than 180 different states, countries and territories and, to be honest, I can't keep up with the import arrangments for them all.

So all shipments are sent 'duty unpaid'.

This means if a shipment ends up with fees to pay on import, it's down to the recipient to pay them.

If you choose not to pay the duty, the parcel may be destroyed, or it may be returned to me (sometimes with hefty charges added).

For this reason, parcels that are not delivered, are returned to me, or are destroyed because of unpaid duties or taxes, are non refundable.

If this worries you, please investigate your local tax and import duty arrangments BEFORE placing your order.

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USE CONTRARY TO GUIDELINES

The intended use and limitations of all our pieces are clearly stated in the listing. 

All of our pieces are closely inspected before shipping; we never knowingly send out anything imperfect. 

Many of our pieces are also shipped with important installation instructions. 

 Inappropriate handling / failure to follow these instructions may cause permanent (non-refundable) damage to your item.

For instance, dragging tiles across each other or stacking them incorrectly during installation will chip corners, or leave permanent white 'scars' on the patterned surface.

Contact with intense heat or flame, use of heavy abrasives and chemical cleaners, or installation in inappropriate locations may harm decorative finishes.

Please take note of the care instructions / useage guidelines before using or installing your item/s.

If you're using a professional installer, please draw their attention to these guidelines before letting them loose on your project! 

We can't refund items that have been used, or installed, contrary to their intended use or stated limitations.

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  HOW TO RETURN ITEMS

If you have items to return, please... 

1. Contact me to let me know what's gone wrong and to work out how to proceed. This is because, in a busy studio, an 'unnanounced' parcel may sit unopened for weeks. It may even get unpacked and put away without me knowing.
2. Send pictures if your items are faulty or damaged. I need these to claim on my postal insurance; refunds can't be issued without them.
3. Package items to be returned in the the same manner as they were shipped, using the same appropriately protective layers. 
4. Get proof of postage. I would strongly recommend a tracked service, as I can't refund items that go missing, or arrive damaged.

I will issue a refund as soon as the piece arrives back safely on my desk, but depending on your payment method, it may take several days for the refund to be processed.

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 Please Click Here for information on Shipping Delays and Losses