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Online Shopping at Motif
Safe online shopping
All Motif products are available for purchase through the Motif website and are fully illustrated online to help you choose what you would like to purchase for your decorating projects. Our safe and secure online payment system for credit and debit card payments and for PayPal Express are operated by PayPal Pro Services. All our products can be ordered through our online shopping cart or over the phone - both for mail order only. We do not currently offer a customer pick up service. See delivery information below.
All card payments are made through our secure payment system and all card details are strictly confidential. Payment is by credit and debit card through PayPal, our secure payment system. We do not store credit card or debit card details nor do we share customer details with any 3rd parties.
Motif Shipping and Delivery Terms and Conditions
We despatch on Mondays, Wednesdays and Fridays by first class Royal Mail for all UK and International orders unless otherwise notified or on weeks with Bank Holidays. All orders are sent by first class Royal Mail to avoid the hassle of waiting for couriers. UK orders arrive 1- 2 working days after despatch, order by 12pm on day of despatch for next day delivery. European orders arrive 5 - 7 days after despatch. Orders to the USA arrive 7 - 10 business days after despatch. Orders to Australia and Asia arrive - 10 - 14 days after despatch. These are the Royal Mail advertised delivery timescales, but can be longer in some instances. As delivery for all international orders is completed by the relevant international postal services, timings can vary from country to country and delays may be experienced at different times. Orders to the USA often take longer to arrive and different postal services state to state appear to operate on different timescales. Delays are often also caused by security checks by US customs, which in busy periods or times of weather disruption can cause backlogs in some areas across the States - please contact US border control for further information.
Individual confirmation of despatch date is emailed to customers Mon-Fri - this is not an automated reply, as we prefer to email customers personally to confirm exact despatch dates and any other relevant information specific to your order.
All UK orders are sent by first class Royal Mail, normally arriving up to 48 hours after despatch. Overseas orders under the weight of 2000g are sent via Royal Mail and over the weight of 2001g via Parcel Force, or in separate packages via Royal Mail, depending on type of goods ordered. Overseas orders normally arrive between 3 - 7 days for Europe and up to 10 business days for the US, Canada, Australia and rest of the world. We email all customers with intended despatch dates. This is not an automated service as we prefer to personalise each email according to order specifics. Confirmation is emailed Mon-Fri during working hours - confirmation of orders placed on Saturday or Sunday is emailed out on Monday mornings.
We will do our best to despatch orders placed/received before 12pm UK time on the day of despatch on the same day of ordering, providing the item/s is in stock. Orders placed/received after 12pm on despatch days will be sent out on the following despatch day and we will email confirmation of this to you.
A separate delivery address can be entered in the shopping cart for alternative destinations to your billing address. Shipping costs will be calculated on this address. Alternative personal addresses to your billing address, or business addresses and PO Box addresses are accepted as delivery addresses, but if packages are mislaid at third party addresses we are not able to accept responsibility for items that are not picked up, are not delivered or are mislaid at addresses different to your billing address, or at business premises or PO Box addresses - these items will not be replaced free of charge, so using these particular chosen delivery addresses is at the customers own risk.
Shipping costs for each order are based on the weight of the items being ordered and their destination. Please note: we now have a minimum order of £10.00 UK Pounds before shipping costs are added.
Shipping categories are: up to 300g cost £2.80 UK, £3.00 Europe, £4.00 US; up to 500g cost £3.95 UK, £4.25 Europe, £6.70 US; up to 1000g cost £5.50 UK, £6.25 Europe, £12.50 US; up to 1500g cost £6.90 UK, £8.50 Europe, £15.00 US; up to 2000g cost £8.50 UK, £10.00 Europe, £20.00 US. For Australia up to 300g £4.00, 500g £6.80, 1000g £12.80, 1500g £15.50, up to 2000g £20.50. For shipping costs over these weights or for other worldwide destinations enter your goods into the shopping cart and delivery address to see costs.
Currency conversions on our GBP prices
Payment is by credit and debit card and PayPal Express operated by PayPal Pro Services. All prices throughout the Motif website are quoted in UK Pounds sterling. You can work out currency conversions (eg. UK pounds to US dollars) by pressing the link provided on all stencil pages and in the Checkout page in the Shopping Cart. It is the responsibility of each customer to check conversions before purchasing, as the dollar and euro amount will differ from the UK Pounds amount quoted on the website.
Correct payment information
Please ensure that you enter your CORRECT BILLING address, postcode/zipcode and telephone number on the details page of the Shopping Cart. If you wish us to send your item to a different delivery address only enter this in the delivery/shipping address section of the checkout. Entering your delivery address in the billing section will mean your payment will be given a Caution rating from Worldpay and we will need to carry out further checks before processing your order, which will delay despatch of your order. *See note below.
*Please note: In some instances we have to cancel customer's orders because their payment transaction has been given a Caution or Warning rating by Worldpay. This happens if we have not been able to satisfy ourselves that the details given with the payment match the card details that the card owner's bank hold, or we have reason to believe that the payment is fraudulent, or irregular transactions have previously occurred with the card being used. In these cases we will cancel the order and refund the original payment, less the transaction charges and we will not be able to process the order or send out the goods ordered. As merchants trading on the internet we have to be careful of online fraud and adhere to the advice and checks given by our payment administrator. If the card details given are incorrect, or suspected of being fraudulent, we will not proceed with the order. It is important that customers enter their CORRECT BILLING address in the billing address section of the checkout. If we have to refund a payment because the delivery address is entered as the billing address, we will not refund the transaction charges, as these remain payable by us to PayPal Pro.
Please note: Business addresses and PO Box addresses are accepted as delivery addresses, but if packages are mislaid at third party addresses we are not able to accept responsibility for items that are not picked up, are not delivered or are mislaid at business premises or PO Box addresses - these items will not be replaced free of charge, so using these particular chosen delivery addresses is at the customers own risk.
If an incorrect address or incomplete address has been given to us for the delivery address and the item gets lost in the post, we will not be able to refund this item, or replace it, if the Royal Mail are unable to trace the parcel and return it to us. Please ensure you check the delivery information you enter in the checkout and in the order confirmation email that is sent to you before despatch.
If you have a number of questions about products and any project you are planning to use our products for you can order and pay over the telephone by credit card (or Switch/Maestro for UK customers) please ring +44 (0) 207 254 5541.
Cheques and money orders are only accepted in the UK, drawn on UK bank accounts - and these take 5 working days to clear. International clearance systems make payment by cheque non-viable for customers outside of the UK.
Manufacture of made-to-order/bespoke items is ordered once payment has been received, customers are then emailed with the expected date of despatch. Refunds are not given on these items.
If you have any further enquiries or comments you would like to send to us, please fill out your details below and send them to us.
Customs and Export Charges
Any customs or import duties are charged once your package reaches its destination country. These charges must be paid by the recipient of the parcel and are between the customer and destination country border controls. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. We do not offer refunds on goods discarded or returned because the customer does not pay the import duty, if applicable. Please make sure you know about your destination country's import laws before placing your order.
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Cancellations & Returns
Prior to despatch
If you order on-line or over the phone and you change your mind about the goods you have ordered, you can cancel your order before it has been packed or despatched to you. If you cancel before despatch we will refund the cost of goods for stock items and shipping LESS the transaction charges for the credit/debit card used for the transaction. To cancel your order email us, quoting your order ID code and confirmation that you wish to cancel your order (click on the link above to email). The card used for the payment will be credited with the refund amount within 28 days. We will email confirmation of the refund to you. Refunds are not given on Made to Order, Sale, Discounted or Discontinued items.
If your order has been packed and despatched to you, or you have already received the goods and you change your mind about the goods, you can return the goods for a refund within 21 days from the date of order. This will be for the value of the goods ordered, shipping costs cannot be refunded. You can obtain this refund providing the goods are returned to us within 21 days of ordering, with the original customer invoice, and providing they are unopened and have not been used and the packaging has not been damaged. Stencil Theme Packs must be returned complete (all stencil sheets) or refunds cannot be given. You will also need to email us, quoting your order ID code to confirm what you have returned for a refund (click on the link above to email). We would advise using a postal service with proof of delivery for returning goods, as goods lost in transit cannot be refunded. A refund will be credited to your account after receipt of the returned goods. You will only be able to obtain this refund if you are able to return the goods to us, unused and in the same condition as they arrived and in their original packaging, within 21 days of original order. Refunds are not available on made-to-order or bespoke stencils or on sale, discounted or discontinued items. Postage and packaging costs and original transactions charges will not be refunded after despatch. The card used for the original order payment will be credited with the refund amount within 28 days.
In some instances we have to cancel customer's orders because their payment transaction is deemed to be a security risk or possibly fraudulent. This happens if we have not been able to satisfy ourselves that the details given with the payment match the payment comparisons and criteria laid out. In these cases we will cancel the order and refund the original payment, less the transaction charges and we will not be able to process the order or send out the goods ordered. As merchants trading on the internet we have to be careful of online fraud and adhere to the advice and checks given by our payment system operator PayPal. If the card details given are incorrect, or suspected of being fraudulent, we will not proceed with the order.
Please note: Business addresses and PO Box addresses are accepted as delivery addresses, but due to packages being mislaid at third party addresses we do not accept any responsibility for items that are not picked up, are not delivered or are mislaid at business premises or PO Box addresses - these items will not be replaced free of charge, and refunds will not be paid to packages going missing at these particular chosen delivery addresses is at the customers own risk.
If an incorrect address or incomplete address has been given to us for the delivery address and the item becomes lost in the post, we will not be able to refund this item if the Royal Mail are unable to trace the parcel and return it to us. Please ensure you check the delivery information you enter in the checkout and in the order confirmation email that is sent to you before despatch.
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Goods Damaged in Transit
If goods have been damaged in transit, you can obtain a refund for the damaged items by returning them to us within 28 days of despatch, with the original customer invoice that you will have received in the package. You will also need to email us, quoting your order ID code to confirm that you are returning the damaged goods for a refund (click on the link above to email). A refund will be credited to your account as soon as possible after receipt of the returned goods for the amount of damaged items and depending on the circumstances outward going postage costs (this is at our discretion).
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Special Replacement Offer
Henny Donovan Motif stencils are produced on high-grade polyester film (Mylar), which has the benefits of flexibility and strength, ease of cleaning and semi transparency. When used with reasonable care, each stencil should last for the duration of an average project. Following the full usage instructions that come with each stencil will minimise the risk of damage to your stencil. However, if you do damage the stencil during use, you can return it to us and purchase a replacement of the same stencil for only 50% of the original price (excluding postage and packaging). You will need to email us, quoting your original order ID code and confirming that you are returning the stencil to us and wish to take advantage of our special replacement discount service (click on the link above to email). You will also need to give us a contact phone number so that we can call you once we have received the returned goods to take credit card payment over the phone. This offer is only for replacement of the original design you ordered, not for other stencils, and applies to stencils priced £50.00 and over.
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If you are stencilling a large area or many items, it is usually a good idea to order more than one stencil, to ensure you are able to complete your project. Repeat stencils and floor stencils particularly have to withstand more wear and tear, simply because they are being used to cover large areas and are used many times. With careful usage you can expect to stencil an average sized wall, or small to medium sized floor, or a pair of full drop curtains. If you intend to stencil larger areas it is advisable to invest in a second stencil, as past a certain point and depending on your own stencilling technique, bridges may tear and areas of the design may snag, particularly if the design is detailed and intricate. The same can apply to border stencils, if they are to be used over an extensive area. To save time when stencilling a single motif several times, order at least two sets of the design, so that you can work two at a time and cover larger areas or several items in half the time. If you would like any advise on how many stencils to order for your decorating project please e-mail us with a description of your intended project and we will do our best to advise you (click on the link above to e-mail). Using Stencil Rollers for large areas also helps.
If you are a stockist or retail outlet and are interested in stocking the Henny Donovan range, please use the form below to send any enquiry you might have. Please include information about your company, along with your website address/URL and details of the stencils you are interested in stocking. If you are enquiring about trade prices please supply names and quantities of stencils you would like to order and we will supply a quote.
Design & Stencil Cutting and Design Work Enquiries
We are not currently undertaking any bespoke design work or quoting for bespoke work due to the high volume of intensive and lengthy design work underway at Motif to release new ranges and stencils. We do not offer a cutting service for other designs, logos, lettering etc.
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Returns and postal enquiries should be addressed to: Henny Donovan Motif, 7A Clissold Road, Stoke Newington, London N16 9EX, UK.
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Henny Donovan Motif reserves the right to change, modify or discontinue any of its products, or prices, as deemed necessary.
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Enquiries and comments - please complete the form below
If you have any further enquiries or comments you would like to send to us, please fill out the online form below and send them to us.
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