Delivery

Delivery is calculated by the weight and size of the item, plus the insurance needed to cover the value of your order. We ship at reasonable rates worldwide, but these rates are subject to the courier’s price lists at the time of shipping.

We use a variety of delivery companies to deliver. Small parcels are delivered first class within the UK and via Airsure for International small parcels. For large parcels delivered within the UK we use a courier service. International shipments are sent using a fully trackable service.

We aim to dispatch within 5 business days of receiving your order. Please allow up to 5 working days for delivery in the UK, and up to 10 days for International delivery. If you need your items sooner please contact us and we will try to help.

If an item is out of stock we will inform you and let you know when it will be available.

Please note; We have calculated our shipping based on current delivery rates. However, on occasion, there may be discrepancies. If this happens we will either refund or invoice for the difference. 

Returns Policy

Fabrics & Wallpaper

Imogen Heath Ltd products are printed to order and we do not accept returns unless your products are received damaged in transit, or if the product is faulty.

Due to the nature of the natural fibres used in the manufacture of our fabrics, and the printing process, variations and characteristics such as slubs and knots do occur. Very occasionally these variations and characteristics prevent print dye from covering the full surface of the fabric. We believe this gives our fabrics a distinctive and unique character. You will accept that these product characteristic cannot be classified as faulty

Please note that cut fabric cannot be returned. Please ensure you check your lengths of fabric on receipt of your order and before cutting it.

Please check your order before installation. Should you believe your item is faulty, you must contact us within 24 hours of delivery.

Velvet Orders

The velvets we stock are manufactured in the UK and will be dispatched in either a coffin box, with the velvet suspended within the box, or for smaller velvet orders, delivered rolled in paper, cardboard and a protective plastic wrapping. Velvet deliveries must not be stored upright and must be lay horizontal at all times.

Once you receive your delivery, you must unpackage your order on receipt. The surface of velvet is as such that any pressure may crush the nap of the velvet, your order needs to be opened and the surface of the velvet allowed to breath to help the nap of the velvet return to normal.

Upon receipt of your velvet delivery, please check the condition of box or packaging. If damaged, or you believe that the contents may be damaged due to transit, please contact us within 24 hours of the delivery with photos of the damage. We cannot accept returns after this period. Please note that we must ensure this process is followed as we cannot open a claim with the courier if we are not informed within the allotted time frames and with evidence of the damage.

Cushions & Household Items

Our cushions and other soft furnishing items are made to order and we do not accept returns unless your products are received damaged in transit or if the product is faulty. We would encourage you to order samples before ordering to ensure that you are committed to your purchase when ordering.

All goods are dispatched suitably packaged for transit purposes only. You should inspect the goods upon delivery and check that no items are damaged. If goods are damaged you should sign for as such upon delivery and contact info@Imogenheath.com within 24 hours of delivery including photographic evidence of the damage.

We do not take responsibility for goods that have been damaged after delivery as a result of poor handling or storage.

Returns must be delivered to us within 14 days of when the item(s) was received.

Return delivery costs are the responsibility of the buyer. 

Returned goods must be delivered to us unused, in original packaging and in the condition they were received. We cannot be held responsible for items damaged or lost in return delivery, therefore we recommend an insured and trackable mail service. Please allow one week from when we receive your return for it to be processed. 

Please ensure you enclose your name, address and telephone number or email with any item you return to us so we can process it more quickly.

Return address; Imogen Heath Ltd, Studio 1, Level 5 Nth, New England House, New England Street, Brighton, East Sussex, BN1 4GH

Orders Outside of the EU

For international orders (outside of the EU), please email info@Imogenheath.com and we will create a return shipping label and deduct the cost from the amount to be refunded. If you organise your own return shipment, you will be responsible for any taxes and duties incurred.

Orders Within the EU

For orders within the EU, please organise return shipment using your preferred local courier. Please note you will be fully responsible for payment of all return shipping costs.

Refund Process

If the item returned meets our returns policy, you will be credited the amount minus any shipping costs to the original payment method you used**. If you are a trade account holder, and you wish for this to be added as credit against your account please discuss this with us on a case by case basis. Please note, we will not cover decorator costs or any other additional costs that arise as this is solely your responsibility. ​

**If returning faulty items, return shipping costs will be refunded on receipt of the goods back to Imogen Heath Ltd.