Frequently Asked Questions
Orders & Delivery
How long does delivery take? Orders are processed within 1–3 business days, with an estimated delivery time of 15 business days from dispatch. Delivery times may vary slightly depending on your location and customs processing.
Do you ship internationally? Yes, we ship across the UK and the European Union. Please note that international orders may be subject to import duties or VAT charged by the destination country, which are the customer's responsibility.
How can I track my order? Once your order has shipped, you will receive a confirmation email with tracking details, where available.
What if my order hasn't arrived? If your order hasn't arrived within the estimated delivery window, please contact us at lamellahouse@outlook.com and we'll investigate with the carrier.
Returns & Refunds
What is your return policy? We offer a 30-day return window from the date of delivery, with free return shipping. Items must be unused, uninstalled, and in their original packaging.
How do I request a return? Email lamellahouse@outlook.com with your order number and reason for return. We'll confirm the return and send you instructions within 2 business days.
When will I get my refund? Refunds are processed within 14 days of us receiving your returned item, back to your original payment method.
What if my item arrives damaged or faulty? Contact us within 30 days of delivery. You're entitled to a repair, replacement, or full refund at no cost to you.
Can I return custom-cut panels? Custom-cut or made-to-order panels may not be eligible for return unless faulty. This will be clearly stated on the relevant product page.
Product
What materials are your wall panels made from? Product-specific material details are listed on each product page. If you have a question about a particular panel, feel free to reach out before ordering.
Will the colour match exactly what I see online? We do our best to display accurate colours and finishes, but slight variations can occur, especially with natural or textured materials, due to screen settings and lighting.
Do you offer installation guidance? For general installation guidance, contact our support team and we'll be happy to help.
Still have questions?
Email us at lamellahouse@outlook.com or call 0121 643 5716 — we're happy to help.