FAQ

Frequently Asked Questions

Ordering & Delivery

How long does delivery take?

Orders placed before 12:00 PM (noon) Monday to Friday are shipped the same day for next-day delivery. Weekend and bank holiday orders are processed on the next business day. Estimated delivery is 1-2 business days.

Is delivery free?

Yes! All orders over £100 are delivered FREE to mainland UK with Express Couriers. Panel products are dispatched via DX overnight, and sample orders are delivered via Royal Mail tracked 48 service (2 working days).

Do you deliver to Northern Ireland and the Scottish Highlands?

Yes, but additional delivery charges apply. Please see our Delivery & Returns page for regional surcharges.

Returns & Refunds

What is your returns policy?

We have a 28-day return policy. You must provide notice of your intent to return within 14 days of receiving your order. Items must be in original condition, unused, with tags and original packaging.

Do you cover return shipping costs?

We do not cover return shipping if you've changed your mind or there are slight colour differences (wood is a natural product). If free delivery was offered and the order is returned, the refund will be minus the delivery cost.

Are sale items returnable?

End-of-line, sale products and made-to-order products are non-returnable. If faulty or damaged on arrival, please contact us to discuss options.

Products

Can I order samples?

Yes! We recommend ordering samples before purchasing. Samples are delivered via Royal Mail tracked 48 service within 2 working days.

Are your panels waterproof?

Our Waterproof SlatWall range is specifically designed for kitchens, bathrooms, and outdoor spaces. Our standard Acoustic SlatWall panels are designed for interior dry areas.

How do I install the panels?

Our panels are designed to be DIY-friendly with simple installation. Each product includes an installation guide. For specific advice, check the product page FAQs or contact our support team.

Payment

What payment methods do you accept?

We accept all major credit and debit cards, Apple Pay, Google Pay, and Klarna (pay in 3 instalments).

Do you offer trade pricing?

Yes! We offer dedicated trade accounts with volume discounts. Visit our Trade page or email support@thewallexchange.co.uk to apply.