Shopping at Motif
Shipping & Delivery
Cancellations & Returns
Goods Damaged in Transit
Design & Stencil Cutting Queries
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NOTICE updated 18.8.23:
Our offices will be closed for annual holidays between Tuesday 22nd August and Tuesday 29th August 2023. There will be no despatches during this period, though orders may still be placed online and stock will be allocated in date order of receipt.
Our office and studio are open Mondays to Friday. We despatch normally 1 – 2 days after an order for an in stock item is received. Backorder items are stock items that have just run out and are due for new stock to be cut – backorder items can take 4 – 7 days to despatch. We pack orders in order of receipt, first come first served. During busy periods we will do our best to get everyone’s orders out on time.
Backorder is available online on stencil stock items only that have just sold out. If you see an out of stock notice on the page please email us, just in case we haven’t made the manual update to backorder or in stock (stencils only). Backorder items usually take up to a week to cut and are sent out in standard despatch days.
We ship internationally, though please be aware when ordering internationally that postal delays are still likely at this time. Following the pandemic and its effect on both local and worldwide services normal delivery timeframes have been extended, particularly internationally (see note below) . Thank you for your patience.
This is an ever-changing picture. International deliveries are taking between up to 2 – 6 weeks depending on location, air freight times, customs, any quarantine restrictions and/or lockdown procedures locally, in different countries. Different countries also have new arrangements for tracked parcels, so please be aware of arrangements affecting your area before you order. UK deliveries are operating as normal, with delays now being less frequent, but still possible in different areas.
The EU now has customs taxes, so please be aware of your country’s regulations and tariffs when ordering – you can usually find this out with a little research online. There are no new taxes added to orders on the Motif website.
Express and ‘last minute’ services are not available.
CUTTING BACK ON PAPER
We are now sending invoice receipts and ‘how to’ sheets by electronic PDF format for your use attached to your despatch information email. Our ‘how to’ sheets and step by step sheets are copyrighted material and will only be emailed to you for designs purchased as part of your order. If for any reason you would still prefer the printed physical copies of these please let us know prior to your order despatch so that they may be included with your order. Physical copies will not be available once your order has despatched.
Online Shopping with Motif
Welcome to Henny Donovan Motif! All Motif products are available for purchase through the Motif website and are extensively illustrated online to help you choose what you would like to purchase for your decorating projects. We are always happy to discuss any of your stencil projects with you by email or over the phone and highly recommend you read our ‘How to Stencil‘ guides before starting on a new stencil project. We do not currently offer a brochure service. All 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, or express delivery services.
Our safe and secure online payment system accepts credit, debit card and PayPal payments and is operated and hosted by PayPal Pro Services. We do not store credit card or debit card details nor do we share any customer details with any 3rd parties. We have a minimum order of £10.00 UK Pounds before shipping costs are added.
Delivery times are slower as we move forward in the world situation with COVID 19. International deliveries are taking between 2 – 5 weeks depending on location, air freight times, and quarantine restrictions in different countries. Different countries also have new arrangements for tracked parcels, so please be aware of arrangements affecting your area. A little patience may be needed with delivery times internationally, so please be aware of that when you order. Express and ‘last minute’ services are not available. UK deliveries are operating as normal, with delays now being less frequent.
We are very busy with orders, and for safety reasons and in accordance with government guidelines here in Wales during the health crisis, we are limiting our despatches to twice weekly (normally Saturday, Wednesday), so processing times are slower than normal. We are also cutting stock less frequently for the same reasons, so backordered items may take a little longer to process than normal.
Orders are sent worldwide by Royal Mail for all UK and International orders. UK customers have a choice of standard delivery or tracked delivery. All international orders are sent by tracked services only. High value orders may be shipped by courier services as available at discretion of Henny Donovan Motif.
As well as an automated web confirmation of your order you will also receive an individual email confirmation to confirm despatch dates and any other relevant information specific to your order, prior to despatch.
An alternative delivery address to your billing address can be entered in the shopping cart and shipping costs are calculated on the delivery address given. We are happy to send your order to addresses that are alternative/different to your own billing address, but if packages are mislaid at third party addresses, we are not able to accept responsibility for lost orders, or items that are not picked up, not delivered or are mislaid at alternative addresses, such as business addresses, neighbours’, PO Box addresses. These items will not be replaced free of charge, so using an alternative delivery address is at the customer’s own risk. Notes to leave in porches, behind bins and other places requested will be added to the parcel at customer’s request, but we cannot take any responsibility for parcels left in these locations and mislaid orders can not be replaced.
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.
All timescales are from day of despatch – and all altered now because of the Covid regulations and air freight availability worldwide. So timescales given here are an estimation and not a guarantee. UK orders should normally arrive 1- 2 working days after despatch. European orders now take up to 1 – 2 weeks after despatch to arrive, maybe longer to some destinations, where COVID restrictions are in place. Orders to the USA arrive up to 4/5 weeks after despatch. Orders to Australia and Asia arrive 4 – 6 weeks after despatch. These are current estimates, which may improve over time – we will update here as we monitor the situation. As before, seasonal conditions or local postal policies and services may alter delivery times. International security checks may also delay postal deliveries from time to time, which can cause backlogs of mail at ports and airports. All International orders are sent by traced Royal Mail. UK customers have the choice of tracked or untracked Royal Mail delivery, but we are not offering an express service and are now despatching twice weekly, on Tuesdays and Fridays.
Shipping costs for each order are based on destination, as well as the weight and dimension of each order and the kinds of items being ordered, which fall into one of the bands given below. Prices in UK Pounds. NOTE: Royal Mail have increased their prices again, so shipping costs will vary soon to those stated below – prices updated here as soon as full variants are known.
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Currency conversions on our GBP prices
Payment is by credit, debit card and PayPal operated by PayPal Pro Services. All prices throughout the Motif website are quoted in UK Pounds sterling. You can work out currency conversions (for example UK Pounds to US Dollars) by pressing the link provided at the bottom of every page on this site and during checkout. 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.
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 debit or credit card. Please ring +44 (0) 1874 731282. This service is not available during busy periods when we are packing orders. Placing orders online will be much quicker during these times.
Made to Order Stencils
We have a range of made-to-order stencils. These stencils are not carried in current stock, but are still available to purchase on a made to order basis. Paid orders received for these kinds of stencils are cut in our next stock cut and sent out when ready. You will be kept informed of despatch details after ordering. Allow 28 days for dispatch of made to order items. Refunds are not given on these items.
You will see a normal stock item displayed as Backorder from time to time. This sometimes happens with our more popular items and simply means that existing stock of this stencil has sold out and more is being cut in our next stock cut. We do advise going ahead and ordering on Backorder, if you see this, to ensure that you get the stencil from the next stock cut and to avoid disappointment. The normal wait time for Backorder items is 7 – 14 days and can be less.
Customs and Export Charges
Any customs or import duties are normally 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. This also now applies to EU countries where customs duties are likely. 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.
If you change your mind about an order you have placed before it has been despatched, you can cancel your order and receive a full refund. To do so please email us as soon as possible, quoting your order ID code and confirmation that you wish to cancel your order. Your payment method will be refunded in full. Please allow up to 14 days for payment to show on your account. We will email confirmation of the refund to you. Refunds are not given on Made to Order, Sale, Discounted or Discontinued items.
Returns and refunds
If you would like to return items for a refund you can do so within 21 days from the date of order. This will be for the value of the goods ordered. Shipping costs are not refunded. To obtain a refund for the cost of the goods, please return items within 21 days of ordering, with the original customer invoice, unopened, new and unused in their original packaging. Stencil Theme Packs must be returned complete (all stencil sheets) or refunds cannot be given. Please 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. Return postage costs are the responsibility of the customer. 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 stencils or on sale, discounted or discontinued items. Postage and packaging costs and original transactions charges will not be refunded after despatch. The original payment method will be credited with the refund amount within 21 days.
If goods have been damaged in transit, you can obtain a refund for the damaged items by returning them to us within 21 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).
If you are stencilling a large area or many items, it is 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 advice 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).
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.
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.
Returns and postal enquiries should be addressed to: Henny Donovan Motif, The Studio, Castle Cottage, Cathedine, Brecon LD3 7PZ, UK.
Henny Donovan Motif reserves the right to change, modify or discontinue any of its products, or prices, as deemed necessary.
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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