FAQ
Frequently Asked Questions
Why should I chose The Wall Exchange over other brands?
Compared to most competitors, our acoustic panels feature three-sided slats, with the wood finish extending across all visible edges. This creates a truly luxurious and elegant appearance. We believe this three-sided design is essential in fully transforming the look and feel of any wall.
How do i contact you if i need any support?
We have our team available Monday-Friday for any support you may need, if its a person on the other end of the phone, or over email at support@thewallexchance.co.uk. We take pride in our amazing customer service & know the importance of speaking to a human!
Can i collect my order?
Yes! We offer collection if you would prefer this, at our office in Hull at HU9 1EP. Please contact us if you would prefer this option to discuss.
Ordering & Delivery
How long does delivery take?
Eligible orders placed before 11:00AM Monday to Friday are shipped the same day for next-day week day delivery. Weekend and bank holiday orders are processed on the next business day. Most products are eligible for next day delivery, but make sure to check the individual products lead time on the products page.
Is delivery free?
Yes! All orders over £110 are delivered FREE to mainland UK with Express Couriers. Most panel products are dispatched via DX overnight, and sample orders are delivered via Royal Mail tracked 48 service (2 working days).
Do you deliver to Northern Ireland and the Scottish Highlands?
Yes, but additional delivery charges apply. Please see our Delivery & Returns page for regional surcharges.
Returns & Refunds
What is your returns policy?
We have a 28-day return policy. You must provide notice of your intent to return within 14 days of receiving your order. Items must be in original condition, unused, with tags and original packaging.
Do you cover return shipping costs?
We do not cover return shipping if you've changed your mind or there are slight colour differences (wood is a natural product). If free delivery was offered and the order is returned, the refund will be minus the delivery cost.
Are sale items returnable?
End-of-line products and made-to-order products are non-returnable. If faulty or damaged on arrival, please contact us to discuss options.
Products
Can I order samples?
Yes! We recommend ordering samples before purchasing. Samples are delivered via Royal Mail tracked 48 service within 2 working days.
How do I install the panels?
Our panels are designed to be DIY-friendly with simple installation. We have Demo videos across our social media and website. For specific advice, check the product page FAQs or contact our support team.
Payment
What payment methods do you accept?
We accept all major credit and debit cards, Apple Pay, Google Pay, and Klarna (pay in 3 instalments).
Do you offer trade pricing?
Yes! We offer dedicated trade accounts with volume discounts. Visit our Trade page or email support@thewallexchange.co.uk to apply.