Frequently Asked Questions

Do I need an account to place an order?

You can buy from us whether or not you decide to open an account.

We offer our customers the option to create an account as this online area allows you to follow your order’s journey and view your previous orders, creating your own Warner House hub.

If you would like to shop online without creating an account, simply select the ‘Guest Checkout’ option to complete your order. We will continue to keep you updated about your order by email.

Will I get confirmation of my order?

From the moment you place an order with us, we will ensure you have all the information you need to prepare for your new purchase. This starts with an email to acknowledge that we have received your request and to summarise your order.

Is everything in stock in your warehouse?

Fabrics, trimmings and cushions are in stock and ready to cut, pick and send.

Paints and wallpapers are produced to order.

Curtains, roman blinds, lampshades, furniture and headboards are all produced to order to your exact size, style and fabric combination.

What help and advice can you give me to understand how to measure, estimate and select the right style or product?

Please see our comprehensive list of how-to guides.

When do you start manufacturing my products if they are custom made, made to measure or made to order?

When we are making something especially for you, the planning begins the moment we receive your order.

The actual time between placing your order and your item beginning to be made depends on the product, piece or article.

Wallpaper and paint production can begin within an hour, made to measure curtains and blinds within 24 hours and similar for selecting the timber for the frame of your furniture.

If I realise I have made a mistake with my sizes or selection, what can I do?

With most of our items being made to order, it is important that you contact us immediately if you recognise any errors or are concerned about the order you have placed.

We will always try to offer a solution where possible, but there may be limited options available once materials have been cut ready for manufacture.

Please call our customer care team on 0330 055 2995 as soon as you possibly can, and we will see what we can do.

Can I amend or cancel my order?

As most of our items are made to your specific requirements, we are unable to offer cancelations or amendments if we have already begun to process your order.

However, we will always try to offer a solution where possible, so please call our customer care team on 0330 055 2995 as soon as you can, and we will see what we can do. Please be aware that once materials are cut ready for manufacture options become limited.

As cushions and notebooks are not made to order, you can cancel your order at any time before the item is dispatched. If your cushions or notebooks have already been dispatched, you will need to follow our returns policy.

Can I add an item to my order?

Although we are not able to add items to an order that has already been placed, you can purchase additional items by placing another order with us. You can do this on our website or, if you would prefer, by calling us on 0330 055 2995.

Can I place my order over the phone?

If you would prefer to place your order over the phone, our customer care team would be happy to assist. You can contact them by calling 0330 055 2995.

What payment methods are available?

We can accept all major credit/debit cards and PayPal, and you can also pay for all or part of your order with a Warner House gift voucher.

I can’t find what I’m looking for. Is it still in stock?

If you are unable to find an item on our website, it may have been discontinued. Our customer care team would be able to confirm if this is the case, and you can get in touch with them by calling 0330 055 2995 or emailing customercare@warner-house.com.

If you are looking to order paint or wallpaper that has since been discontinued, we may be able to reproduce this for you for an additional cost. Please discuss this with our customer care team.

Are my card details secure on your system?

We take your security seriously. Our site uses Secure Sockets Layer (SSL) technology which encrypts all of your sensitive information, keeping the connection between you and us secure.

What do I do if I entered my details wrong on my order?

Please get in touch with our customer care team as soon as possible by calling 0330 055 2995.

How much is UK delivery?

Small items

We offer free delivery to all mainland UK addresses when you spend over £200.

For orders under £200, the delivery cost is £6.95*.

*The delivery cost is £3.95 for notebooks or paint tester pots up to £25 in value.

Furniture

Furniture delivery costs vary, dependent on item size and delivery location. Please visit our delivery information for more detail on this.

How much is non-mainland UK delivery?

Small items

We offer free delivery to all non-mainland UK addresses when you spend over £500.

For orders under £500, the delivery cost is £17.50*.

*The delivery cost is £3.95 for notebooks or paint tester pots up to £25 in value.

Furniture

Furniture delivery costs vary, dependent on item size and delivery location. Please visit our delivery information for more detail on this.

How much is international delivery?

For any enquiries for delivery of items to areas outside of the UK, please contact our customer care team by emailing customercare@warner-house.com or calling +44(0)330 055 2995. Monday-Friday, 9am-6pm.

How do you deliver my order/what delivery options do you have?

Standard delivery

All orders will require a signature on delivery.

Most of our items are sent by ParcelForce.

Large ottomans, chairs, sofas and headboards will always be sent out with our two-man white glove delivery service, with our couriers delivering your new item to a room of your choice. We will unwrap the item, position it and take away the packaging for you.

The above delivery methods are for UK deliveries. For international delivery queries, please contact our customer care team by emailing customercare@warner-house.com.   

How long will it take for my order to arrive?

Fabric, paint, cushions, trimmings and notebooks

Delivered within 2-4 working days.  

If the order is required more urgently, please email customercare@warner-house.com or call 0330 055 2995.

Wallpaper 

Delivered within 5-7 working days. 

Lampshades 

Delivered within 2-3 weeks.  

Curtains and blinds 

Delivered within 4-6 weeks. 

Ottomans and headboards

Delivered within 4-5 weeks.

Sofas, armchairs 

Delivered within 8-10 weeks. 

 

The above timings are estimates, based on UK delivery times. Please note that delivery to remote areas within the UK may take up to an additional 3 days, and longer for international delivery. 

What time will my order arrive?

Standard delivery 

With most of our items, our courier will be in touch with you by text or email to confirm your delivery day and to share with you your one-hour delivery time slot.   

With furniture, our courier will contact you to agree a delivery date. Once a delivery date is chosen, the courier will confirm your four-hour delivery time slot. You will also receive a call approximately an hour before they are due to arrive too.  

The above information applies to UK deliveries only. Notifications of delivery are also available for international deliveries, but the frequency and type of notification may vary.  

How can I track my order?

When your item has been dispatched, we will send you an email containing your unique tracking link.

Will my items ship together?

As we offer a wide range of products, including those made to your specific measurements, the time taken to deliver each item to you will vary.  

To make sure that you can enjoy your new purchases as quickly as possible, we ship our items as soon as they are ready. This is at no extra cost to you. If you would prefer to receive all of your items together, we will try certainly try our best to accomodate this for you. Please contact customer care as soon as possible by calling 0330 055 2995.

I need to amend my delivery details

We understand that plans can change, so if you do need to amend your delivery details there are two ways you can do this.  

If you have received an email from us to say that your item has been dispatched, please follow the instructions in the email to view your delivery details and amend them where necessary.  

If your item has not yet been dispatched, please contact our customer care team on 0330 055 2995 so that we can amend your delivery details for you.  

What happens if I’m not in?

With most items, the courier will leave a calling card if they were unable to deliver. Usually, they will attempt to redeliver the next working day.  

With furniture, there will be an additional charge to redeliver your item.  

If you know ahead of time that you are not going to be in on the date of delivery, please let us know as we can try to amend the delivery or provide additional delivery options.  

Can I return my order?

Most of our items are made to order or cut to length, therefore are non-refundable. This includes, but is not limited to, wallpaper, curtains, blinds, fabric, paint, headboards, lampshades, trimmings, and furniture.  

We would strongly recommend ordering samples before you place an order to make sure you are happy with the material, design or colour.  

Cushions and notebooks are available from stock and can be returned within 14 days. 

If you have any questions about your item or need any assistance at all, our customer care team are always on hand to help. You can contact them by calling 0330 055 2995 or emailing customercare@warner-house.com.  

How do I return an order?

If you are looking to return a notebook or a cushion, please email customercare@warner-house.com and ensure you include:

Your order number;

Your full name;

Your email address;

The name of the item(s) you are looking to return;

The reason for your return.

Once we have received your return request, we can generate your free return label and send that through to you, allowing you to return the item at no cost to yourself.

How do I measure for curtains or blinds?

To make this process as simple as possible, we have created some easy to follow guides for you to use.  

How to measure for curtains 

How to measure for roman blinds 

If you have any further questions or need some advice, please contact our customer care team by emailing customercare@warner-house.com or calling 0330 055 2995.

Should I fit a blind inside or outside the window recess?

Help with where best to fit your roman blind is covered in our how to measure guide here. The brackets supplied as standard are suitable for both types of installation. 

What are your make up and lining standards?

All curtains and roman blinds are produced to the highest luxury specification, hand sewn and fully interlined as standard, and finished with your choice of blackout or regular linings. 

Why do you interline all curtains as standard?

Set between the fabric and lining, interlining reduces light transmission and draughts. It creates fuller, luxurious folds, adding opulence and bulk to your curtains.  

Will the sofa/headboard fit through my door?

As with any large purchase, it is essential to check that the item you are buying will fit through hallways and doorways, and into your room of choice. If you are looking to place an order, take a look at our guide on how to check my item will fit. 

If you have any questions about the delivery of furniture or large items, please get in touch with our customer care team by emailing customercare@warner-house.com

What is your guarantee on furniture?

We are able to offer a 5-year guarantee on made to order furniture pieces. This guarantee begins the moment you receive your item and covers the frame and springs. For more information about this guarantee, please visit our terms and conditions.  

How much wallpaper do I need to order?

When it comes to purchasing wallpaper, we would always recommend ordering all you need in one go so that you can avoid any variation that may occur between batches.

To make sure you are ordering the right amount of wallpaper, we have built a wallpaper calculator that will tell you how many rolls of a specific wallpaper you will need based on the area of wall to be covered. You will find a wallpaper calculator on every wallpaper product page. Please note that you may need more rolls of a certain wallpaper design that you would need for another. This is because the pattern repeat plays a part in how many rolls you will need, and so please ensure that you calculate the number of rolls needed for the specific wallpaper you have in mind.

If you need any further help, please contact our customer care team by calling 0330 055 2995.

How do I hang my wallpaper?

If you are not accustomed to hanging wallpaper, it is important to do a little research beforehand so that you can be sure to achieve an expert finish. You can find our tips and guidance in our handy guide on how to hang wallpaper.  

As with all queries around Warner House products, we would encourage you to get in touch with us if you are still in need of advice. If you do have any other questions for us, please get in touch with our customer care team by emailing customercare@warner-house.com

When do I need to use a lining paper?

Lining paper is designed to create a perfect base for you to hang your wallpaper. If your walls have imperfections or blemishes, lining paper can be used to hide these, creating an even surface and helping you to achieve a perfect finish. 

What is your wallpaper made from?

Made from breathable non-woven paper that is both FSC and Greenguard certified, our wallpaper is environmentally friendly. It is latex printed, and free from PVC and other harmful chemicals. 

Can your wallpaper be used in a bathroom?

Our wallpaper can be used in bathrooms and is breathable, but it is not suitable for areas prone to extreme condensation or damp. 

Which paste should I use when hanging the wallpaper?

We recommend using Solvite paste the wall adhesive, which is widely available. 

When should I book my decorators?

We advise that you do not book decorators or any other trades until you have received your product.  

What is a pattern match?

A pattern match details how the pattern matches to the next piece of fabric. This is usually a ‘straight match’, ‘half-drop’ or ‘staggered’. Please call customer care on 0330 055 2995 if you would like help with this. 

What is a pattern repeat?

A pattern repeat is the measurement between the two points in a fabric where the same pattern is repeated.  

How many meters of fabric do I need?

If you are trying to work out how much fabric you need for curtains or blinds, please use our guides to how to measure for curtains and how to measure for roman blinds.

For help with working out fabric requirements for any other interior projects, please contact our customer care team by calling 0330 055 2995 or emailing customercare@warner-house.com 

Is my fabric suitable for upholstery?

All of our fabrics are suitable for upholstery use but some are harder wearing than others – please see the product details section for individual performance.  

All fabrics for upholstery need to meet the appropriate fire regulations and will need either a flame-retardant treatment or to be used with a fire-retardant barrier cloth. It is the customers responsibility to abide by the Furniture and Furnishings (Fire Safety) regulations. Please contact us on 0330 055 2995 or by emailing customercare@warner-house.com for further advice, or if you wish for us to treat your fabric with a flame retardant. This service is available for an extra charge and may take approximately 14 days. 

Can I purchase less than a metre of fabric?

The minimum order is 50cm and in further increments of 10cm. 

Are your fabrics fire and water resistant?

Our fabrics are not fire resistant as standard but can be treated for an additional cost. Please contact us on 0330 055 2995 or email customercare@warner-house.com for more information. 

While we do not have water resistant fabrics available, there are a range of outdoor fabrics that are suitable for leaving outside in the elements.  

Can you recommend complementary colours?

Throughout our site, we make recommendations to help you find colours, prints and themes that work well together.  

For example, you can view Warner Suggests which are comprised of pieces that we have hand-picked as being complementary of one another.  

On each product page, we also suggest wallpapers, paints or other items that work well together. You can also view our mood boards for inspiration.  

Do the paints come in different finishes?

Our paints are available in two finishes: matt emulsion for walls and low sheen eggshell for wood and metal 

Is your paint suitable for wood?

Our low sheen eggshell paint is suitable for woodwork. Formulated to provide protection against general wear and tear, our eggshell paint provides a soft sheen finish with added durability. 

Is your paint suitable for bathrooms?

Both of our paint finishes are suitable for bathrooms. Our matt emulsion provides a durable finish that would suit well ventilated bathrooms, whilst the tougher qualities of our low sheen eggshell make it more suitable in more extreme conditions. 

For more information, read our guide on help with painting. 

Do I need a primer/undercoat?

Previously painted surfaces in sound condition can be overpainted if properly prepared, and without using a primer or undercoat. 

Bare or unsound surfaces should be prepared with the appropriate primer. 

For more information read our guide help with painting. 

What is the average coverage of paint?

There are a number of factors that can affect paint coverage, including the porosity of the surface being painted, the way in which the product is applied and the finish of the paint itself.  

When applying a single coat of matt emulsion or eggshell paint, you could expect an average coverage of 10 square meters per litre.  

How long between coats?

We would always recommend a minimum of 4 hours between coats.  

For more information on this, take a look at our guide of help with painting. 

How many coats do I need to do?

Two coats are generally recommended. The number of coats required is affected by how dramatic the colour change or how porous the surface. Please see our guide of help with painting. 

Can I order a sample?

It is important to accurately match colours and expectations, which is why we offer a comprehensive sample service 

 

Fabric, trimming, wallpaper and A5 paint samples 

You can choose any five fabric, trimming, wallpaper and A5 paint samples for free. This can be five of the same product, for example five fabric samples, or a combination, for example one of each. 

Additional fabric, trimming and wallpaper samples will cost £1.00. 

Additional A5 paint samples will cost £0.50. 

Our mood boards have been carefully curated by our in-house design team for added inspiration of how to use our beautiful fabrics, wallpapers, trimmings and paint colours together.

All mood boards are available at a cost of £5.00.

 

Additional paint samples 

Along with the A5 paint samples mentioned above, there are two additional types of paint sample available. 

Paint colour chart 

Free 

Paint tester pots (125ml) 

£5.00 

 

When you are viewing a product, click the ‘order sample’ button to add a sample to your basket 

When will my sample arrive?

Samples sent to UK Mainland addresses will arrive within 2-3 working days. For non-UK Mainland or international addresses, samples can take up to 2 weeks to arrive.  

Samples are sent by Royal Mail 1st Class post and you will not need to sign for delivery. 

How do I purchase a gift card?

We have e-gift cards of multiple values available to buy here. Simply choose the e-gift card amount that you would like to buy and add this to your basket.

At the checkout, you will be asked to enter the email address and name of the person that you are sending this gift too, with the option of entering a personalised message.

Once you have purchased a gift voucher, you will also receive an order confirmation email which is just for your own records. 

 

What value gift card do you offer?

Our e-gift cards are available in the following amounts: £50, £100, £250, £500.

How long are gift cards valid for?

All gift cards are valid for 2 years from the date of purchase.  

I’ve got a Warner House e-gift card. How do I use it?

Once you have added your chosen item(s) to your basket, continue to the checkout and click ‘gift card’ as your payment method. You will then be able to enter the code that you were sent by email with your e-gift card, with the amount available on the gift card being taken off the total payment amount.

If you would like to check the balance of your Warner House e-gift card, you can do so by logging in to your account and clicking into the ‘My Gift Card’ section. Alternatively, please email our customer care team on customercare@warner-house.com and we will confirm this for you.

Do you offer trade accounts?

To apply for our trade account, please complete a trade application form

What do I do if my item is defective?

We strive to produce products of the highest quality. If you believe there to be a fault or defect, please contact our customer care team on 0330 055 2995 or email customercare@warner-house.com 

We are not able to accept responsibility for wear and tear, accidental damage and neglect or misuse. 

Please do not return any goods without contacting us first. 

I measured incorrectly and my item does not fit, can you resize them?

Please contact our customer care team so that we can see what is possible. You can contact them on 0330 055 2995 or by emailing customercare@warner-house.com.   

Will my fabric fade?

Although all fabric and upholstery can fade overtime, there are measures that you can take to protect your item from premature ageing and fading. This includes ensuring that your products are clean and free of dust and avoiding any spillages or staining to the fabrics. Should you have any questions about how to care for your fabric or product, please contact our customer care team by calling 0330 055 2995 or emailing customercare@warner-house.com.

I have not ordered enough fabric, paint, trimmings, wallpaper; can you match the batch?

We can certainly provide you with more fabric, paint or wallpaper so that you can finish your interior project. We just need to make you aware that due to the nature of production, there can be variations between batches. Please call us on 0330 055 2995 and we will look to see if we can supply the additional material you need from the same batch and if not, we will offer you the closest match 

How do I look after/protect my product?

Each of our items will have individual care details listed on the product pages. Whether you are looking for advice on looking after curtains, upholstery or anything else, please contact our customer care team by calling 0330 055 2995 or emailing customercare@warner-house.com.