Information
Shipping & Delivery
General Information
Cancellations & Returns
Goods Damaged in Transit
Order Quantities
Trade Enquiries
Design & Stencil Cutting Queries
Postal Address
Click here to email us at: salesinfo@hennydonovanmotif.co.uk
NOTICE updated 30.8.24:
We are now running on a new website, with more payment options and better functionality for mobile users.
Our office and studio are open Mondays to Friday, and we despatch orders throughout the week.
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. 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).
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 in good time.
We ship internationally, though please be aware when ordering internationally that postal delays are likely from time to time without notice.
This is an ever-changing picture. International deliveries are taking up to 2 or more weeks depending on location, air freight times, customs, any quarantine restrictions or 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.
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 taxes added to orders on the Motif website. This means for US there are no taxes added on our site which makes it a more cost effective option than purchasing on Etsy, that charges taxes as a US site.
Express and 'last minute' services are not available.
Note: We have a minimum order of £10.00 UK Pounds before shipping costs are added.
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. 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, PayPal, Shopify, Google Pay and Apple Pay if you use those services. We do not store credit card or debit card details nor do we share any customer details with any 3rd parties.
Motif Shipping and Delivery Terms and Conditions
Despatch Timescales
UK deliveries are generally by Tracked 24 and take between 3 - 5 days for delivery except in busy periods where delivery may be a little longer.
International deliveries are taking between 2 – 5 weeks depending on location, air freight times, and any restrictions in different countries. Different countries also have changing arrangements for tracked parcels, so please be aware of arrangements affecting your area, as well as any tax liabilities.
Express and 'last minute' services are not available.
Back order items usually take up tp a week to despatch. Made to Order items can take up to 28 days prior to despatch though we aim to be much quicker than this.
We use Royal Mail for all UK and International orders.
Order Confirmations
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.
Shipping/Delivery Addresses
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.
Shipping/Delivery Costs 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.
| Zones | UK | Europe | USA, Africa, Middle East | Australia, Far East |
| Bands | ||||
| A | £3.50 | £10.00 | £16.00 | £10.50 |
| B | £4.25 | £16.00 | £23.00 | £11.50 |
| C | £7.00 | £35.00 | £50.00 | £15.50 |
| D | £16.00 | £60.00 | £80.00 | £16.80 |
| E | £ free* | - | - | - |
* free delivery UK on stencils only over value of £100.00
All prices throughout the site are in GBP/UK Pounds
Telephone payments
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.
Backorder Stencils
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
We do not charge for any taxes.
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 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.
Cancellations & Returns
Cancellations
If you change your mind about an order you have placed before it has been despatched, you can cancel your order within an hour of purchase and receive a full refund. To do so please email us immediately 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.
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 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).
Order Quantities
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).