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Ordering and payment information
Our online payment services are fully operational and all products can be ordered and purchased by clicking on the 'add to cart' button on each page of this website, which takes you through to the shopping cart. As you continue shopping you can click on 'view cart' to see exactly what you have in your cart before proceeding to the checkout. You can also place your order over the phone Mon-Fri. All card payments are made through our secure payment system, WorldPay and all card details are strictly confidential.
We despatch orders to both UK and worldwide destinations twice a week, currently Mondays and Thursdays, or Tuesdays and Fridays. The shopping cart works out shipping/postal costs for each order, according to weight and destination. Orders are only fulfilled on receipt of payment.
We will do our best to despatch orders placed/received before 12pm UK time on the day of despatch (usually Monday and Thursday, or Tuesday and Friday) 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. To guarantee despatch on Monday order by end of Sunday. To guarantee despatch on Thursday order by end of Wednesday. All despatch dates are displayed on the Homepage, and other lead pages on this web site.
Payment is by credit and debit card through Worldpay, our secure payment administrator. All prices throughout the Motif website are quoted in UK Pounds sterling, but the Worldpay payment page accepts UK Sterling, US Dollars and Euros, carrying out the conversions as necessary to the relevant UK Pounds amount. 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. Please note: The currency converter is currently defaulted to Euros, so to obtain a dollar conversion for prices on this website enter the amount to convert, change the settting to UK Pounds (GBP) and click on dollar amount.
Orders for small items and items under the value of £10.00 are accepted, but will be subject to the minimum postage & packaging charge for your destination.
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 delivery address that is different to the billing address, please make a separate note of this in the Comments Box in 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. *See note below.
If you would like to pay over the telephone by credit card (or Switch for UK customers) please ring +44 (0) 208 340 0259.
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.
Orders are only despatched on receipt of payment, currently on Mondays and Thursdays. We will do our best to despatch orders received before 12pm UK time on Monday and Thursdays on the same day of ordering, providing the item/s is in stock. Orders received after 12pm on despatch days will be sent out on the following despatch day (either the next Monday or Thursday following the day the order has been placed). To guarantee despatch on Monday customers need to order by end of Sunday. To guarantee despatch on Thursday customers need to order by end of Wednesday.
Manufacture of made-to-order items is ordered once payment has been received, customers are then emailed with the expected date of despatch.
UK orders are sent via first class Royal Mail and normally arrive 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 7 - 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.
*Please note: In some instances we have to cancel customers 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 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 administrator, Worldpay. 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 checkout and delivery address details, if different in the Comments Box in 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 Worldpay.
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.
Cancellations & Returns
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 up to 24 hours after ordering, providing it has not been packed or despatched to you. Within this 24 hour period 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). Your card account will then be credited with the refund amount and we will email confirmation of the refund to you. If you cancel an order for made-to-order stencils, 25% of the price of the relevant item/s will still remain payable, as well as the transaction charges. If an item is made-to-order this is clearly marked in it's particular web page.
If you wish to cancel after 24 hours a refund will be paid for the cost of goods less 20% handling fee and less the transaction charges.
If your order has been despatched to you, or you have already received the goods, you can also obtain a refund. This will be for the value of the goods ordered, less a 20% handling fee and less the transaction charges (postage and packaging/shipping costs are not refunded). You can obtain this refund providing the goods are returned to us within 28 days of ordering, with the original customer invoice, and providing they are unopened and have not been used. You will also need to email us, quoting your order ID code to confirm that you are returning the goods for a refund (click on the link above to email). 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 28 days of original order. 35% of the price of made-to-order stencils, will still remain payable. Postage and packaging costs and original transactions charges will not be refunded after despatch.
In some instances we have to cancel customers 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 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 administrator, Worldpay. If the card details given are incorrect, or suspected of being fraudulent, we will not proceed with the order.
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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, 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.
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Order quantities
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 (such as the Countryside Toile). 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).
Trade Enquiries
If you are a stockist or retail outlet and are interesested instocking the Henny Donovan range of stencils please use the form below to send you enquiry. In the Enquiry box please include information about your company, along with your website URL and the products 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.
Interior Decorators Discount Scheme
For information about our discount scheme for interior designers and decorators please use the form below and include relevant information about your company. We will then email you information about our 10% discount scheme.
Bespoke Stencil Cutting
We are frequently asked about customizing stencils of individual customer's pictures and designs - we only carry out this service for business corporations and companies, as set up/design costs make it non-viable for individual customer's one-off stencils. For information and prices for this service please go to Bespoke Stencil Cutting.
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Postal address
Returns and postal enquiries should be addressed to: Henny Donovan Motif, 10 Brook Lodge, Coolhurst Road, London N8 8ER, UK.
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Please Note
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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