Shipping and Returns

Next day dispatch

We aim to send out Sian Zeng products ordered before 11:00 AM GMT on the same working day and on the next working day for orders received after 11:00 AM GMT. However, this is not guaranteed and we will contact you if we expect an excessive delay with the dispatch of your order.

 

UK Delivery (Free for orders over £45)

Size	Delivery Time	Under £45	Over £45
Small size*	2-3 working days	£1.75	Free
Medium size**	2-3 working days	£6.70	Free
All other products	2-3 working days	Free	Free

* Small Size: Magnets and Wallpaper samples.| ** Medium Size: Cushions, Bear kits, Small Stickers

Overseas Delivery

We deliver worldwide! Yay! Shipping prices for individual products are displayed on the product pages. If you order multiple items, a combined shipping price will be calculated. You will not be charged shipping for individual items. It is the responsibility of the customer to pay any applicable customs charges.

 

*2021 update* We can assure you you won't be charged import VAT on your order, so our EU customers can continue to shop direct from us as usual.

Delivery to Europe is 2-3 working days, and to the rest of the world is 3-5 working days. Express delivery options are available. Please note that our wallpapers are sent with a courier company and shipping prices will be calculated per order. You will be able to see the shipping price at checkout before you make your purchase.

 

Europe Zone:

Albania, Andorra, Armenia, Austria (EU), Azerbaijan, Azores (EU), Balearic Islands (EU), Belarus, Belgium (EU), Bosnia Herzegovina, Bulgaria (EU), Canary Islands, Corsica (EU), Croatia (EU), Cyprus (EU), Czech Republic (EU), Denmark (EU), Estonia (EU), Faroe Islands, Finland (EU), France (EU), Georgia, Germany (EU), Gibraltar (EU), Greece (EU), Greenland, Hungary (EU), Iceland, Irish Republic (EU), Italy (EU), Kazakhstan, Kosovo, Kyrgyzstan, Latvia (EU), Liechtenstein, Lithuania (EU), Luxembourg (EU), Macedonia, Madeira (EU), Malta (EU), Moldova, Monaco (EU), Montenegro, Netherlands (EU), Norway, Poland (EU), Romania (EU), Russia, San Marino, Serbia, Slovakia (EU), Slovenia (EU), Spain (EU), Sweden (EU), Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City State

 

Rest of the World: All countries excluding Europe and the UK.

If your delivery address is outside of the UK, you may be subject to import duties and taxes which are levied once a shipment reaches your country.
You, as the purchaser, are responsible for any other taxes or duties (such as import duties) payable on Sian Zeng Products. To estimate the amount of import duties payable in your country, we found the following website to be useful http://www.dutycalculator.com.
Please note, we cannot guarantee the absolute accuracy of the details on the site and suggest using it as a guideline.

 

Shipping Process

Once your order has been dispatched you will receive a notification e-mail. If your order is sent with a courier company, you will receive a tracking code. If nobody is available to sign for the delivery when it arrives at the agreed delivery address, the courier will leave a calling card detailing how to arrange a re-delivery. If re-delivery is attempted without success on two further occasions, the goods will be returned to the Online Department and your order will be cancelled.

We cannot arrange for deliveries of Sian Zeng products to be left with a neighbour or similar requests; all deliveries must be signed for at the delivery address you provide to us as part of your order. Note that we cannot be responsible for orders which go missing after delivery.

Unless otherwise stated, we use the Citylink, Fedex, UPS or Royal Mail service for the sending and delivery of Sian Zeng Products; the total cost of your order will include a delivery charge. Delivery times will vary according to the carrier; we recommend placing your orders early at particularly busy times of year (such as Christmas) to make allowance for delivery delays.

When entering address details, please be aware there is a difference between the delivery address and invoice address areas of the order form.

Please ensure that your delivery address is correct before placing an order. In the event you would like to change your delivery address, please notify us immediately and we will be able to amend your details unless the order has already been dispatched.

If you change your delivery address in the my account area on our site, it will not automatically update your delivery address for your previously submitted order.

We cannot take responsibility for delivery failures as a result of a wrong address. If your order is safely returned to us as result of delivery failure, we will post it out to you again. However, we will charge for the shipping fee to your correct address.

Cancelling Your Purchase and our Returns Policy

We are committed to delivering beautifully designed, high-quality products to ensure complete customer satisfaction.

We understand that shopping online can make it hard to fully envision our products, and you may change your mind once you receive your order.

We offer a 'cooling off period' of 30 days following the day after you receive your Sian Zeng order. To cancel your order during this time, please email info@sianzeng.com with a receipt or proof of purchase. The product must be returned at your own cost within 30 days of your cancellation email. To be eligible for a return, your item must be unused and in the same condition that you received it. If the product is returned in good condition within 30 days of your email, you will receive a refund for the price you paid for the products without the shipping cost. If you fail to return the product in good condition within 30 days of your email, we will not be able to provide you with a refund . Please note, if you received a discount on your purchase, you will be refunded the discounted price.

Any postage or customs costs incurred when returning your items will be at your own expense. We will only refund original postage costs in the event of an error by us or in the case of faulty goods.

If an order is rejected by the customer or information not provided to customs officials to clear customs after the order has been dispatched, a refund will be provided net of postage fees and any customs duties charged to Sian Zeng. If the postage and customs duties payable by Sian Zeng exceed the value of the order, the customer is liable to pay the difference.

Made to Order Products

Due to the bespoke nature of our made-to-order products, these items are non-returnable unless a manufacturing defect is present.

This applies to: (a) any single panels purchased as part of a mural; (b) any bespoke product made to your specification; (c) any large fabric wall stickers; (d) any giclée prints.

If your order has arrived damaged or faulty, please get in touch with us at info@sianzeng.com.

Failed Deliveries

If your order is sent with a courier company, you will receive a tracking code. It is the responsibility of the customer to track the parcel. If nobody is available to sign for the delivery when it arrives at the agreed delivery address, the courier will leave a calling card detailing how to arrange a re-delivery. If re-delivery is attempted without success on two further occasions, the goods will be returned to the Online Department and a refund will be provided net of postage fees and any customs duties charged to Sian Zeng. If the postage and customs duties payable by Sian Zeng exceed the value of the order, the customer is liable to pay the difference. We will only refund original postage costs in the event of an error by us, or in the case of faulty goods.

We cannot arrange for deliveries of Sian Zeng products to be left with a neighbour or similar requests; all deliveries must be signed for at the delivery address you provide to us as part of your order. Note that we cannot be responsible for orders which go missing after delivery.

International Customs Duties

Orders for delivery to countries outside the European Union may be subject to taxes and/or customs duties. It is the responsibility of the customer to pay these taxes, customs fees and provide the necessary documents or information in order to clear customs and for the order to reach the customer. The customer is also responsible for ensuring that the ordered items may be imported with respect to the governing laws of the destination country. We recommend the customer contact their local customs authorities for further information.

Sale items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Processing your refund

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@sianzeng.com.

Shipping

To return your product, you should mail your product to: 18-22 Creekside London GB SE8 3DZ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Faulty/Damaged Items

We endeavour to check all items prior to dispatch, but should an item arrive faulty or damaged during transport, please email us at info@sianzeng.com immediately (within 48 hours of receipt) with images attached showing the damage. If the item was damaged during transport, please send us an image of the damaged packaging as well.

Please send your faulty/damaged items back to us and we will refund you for your postage and send the replacement item back to you.

Before cutting and hanging this wallpaper, please make sure that all your rolls have the same batch number and style and that they are in good condition. If a roll is defective, please return it with its label to us. It is the responsibility of the decorator to ensure the wallpaper is correct and, during hanging, to check there are no visible faults. Once the wallpaper or liner is hung, we cannot accept any liability for defects or badly executed hanging of the liner or wallpaper.

 

Our address:

Sian Zeng
Studio 112
18-22 Creekside
London SE8 3DZ
United Kingdom