FAQ Covings and Mouldings supplied by Homemerce Ltd
Frequently Asked Questions about Homemerce's Covings and Mouldings
Q: Where can I find detailed specifications and technical data for a product?
A: Detailed specifications, material safety data sheets, and technical drawings are typically available on a request. Email us for more information at [email protected]
Q: What should I do if a product I want is listed as 'out of stock'?
A: If a product is out of stock, please contact us with the Product model and size, quantity required. We can provide an estimated restock Date or suggest an alternative product.
Q: Which coving profiles are best for low ceilings versus high ceilings?
A: Low ceilings suit simpler, smaller projection profiles to avoid visual crowding. High ceilings allow deeper, more decorative profiles with larger projection and drop for a stronger visual impact.
Q: How do I choose between lightweight and plaster-coated mouldings for my project type?
A: Lightweight XPS suits fast DIY installs and modern interiors. They are also the economy solution for big projects. Plaster-coated EPS suits traditional or high-end interiors where a harder mineral surface and sharp detail are preferred.
Q: Which adhesive should be used with each material type and surface?
A: Use solvent-free adhesives for our coverings for interior or exterior use. For exterior or heavy EPS profiles use a strong hybrid or PU adhesive plus mechanical fixing if required.
Q: How much adhesive is required per 10m of coving?
A: Average use is 2 to 3 standard cartridges per 15m, depending on wall condition and profile size.
Q: Can mouldings be installed on freshly plastered walls or ceilings?
A: Surfaces must be fully dry and cured before installation. Fresh plaster should be sealed or mist-coated first. Use solvent-free adhesives to fix the covings.For more information about installations visit our guide here: https://homemerce.com/pages/installation
Q: How long should I wait before painting after installation?
A: Typically 24 hours after installation and filling, once adhesive and fillers are fully dry.
Q: Can mouldings be installed on uneven walls or textured surfaces?
A: Yes, but uneven surfaces should be levelled where possible. Adhesive can compensate for small irregularities. Heavily textured surfaces should be sanded or skimmed.
Q: What is the best way to transport long coving lengths after delivery?
A: Carry flat and fully supported along their length. Avoid bending or standing them upright unsupported.
Q: Can mouldings be installed externally in freezing or wet conditions?
A: Installation should be done in dry conditions above 10°C. Adhesives and coatings require a suitable temperature to cure correctly. Use only solvent-free adhesives for exterior use. For more information about installations visit our guide here: https://homemerce.com/pages/installation
Q: Are exterior mouldings resistant to UV and weather long term?
A: Yes. Once installed and painted with exterior masonry paint they are designed for long-term external use.
Q: What preparation is required before installing exterior mouldings?
A: Clean and prime the surface, ensure it is stable and dry. Use suitable exterior adhesive and mechanical fixing where required. Seal all joints before painting. For more information about installations, visit our guide here: https://homemerce.com/pages/installation
Q: Which filler or sealant is recommended for exterior joints?
A: Any high-quality exterior flexible filler or masonry sealant suitable for outdoor use. For larger projects we can supply you with our coating mass, please request the coating mass when placing the order.
Q: Can exterior mouldings be painted with masonry paint?
A: Yes. Use standard exterior masonry paint after installation and sealing.
Q: What is the expected lifespan of exterior mouldings once installed?
A: When correctly installed and painted they are designed to last many years and perform like other exterior architectural features.
Q: How should customers store mouldings before installation?
A: Store flat, indoors, dry and away from heat or direct sun. Do not lean vertically for long periods.
Q: What happens if mouldings are slightly warped on arrival?
A: Minor movement can occur due to storage or temperature. Most pieces straighten during installation. Adhesive and fixing corrects slight curvature.
Q: What tolerance in dimensions or straightness is considered acceptable?
A: Minor tolerance of a few millimetres over full length is standard within decorative building materials and does not affect installation or final finish.
Q: Can customers order sample pieces before committing to a large order?
A: Yes, sample pieces can be supplied to check profile, material and finish. Email us at [email protected] to request the sample.
Q: Do you offer matched sets for full room installations?
A: Yes. Full room quantities can be supplied from the same batch where possible.
Q: Can different batches vary slightly in shade or finish before painting?
A: Yes. Minor variation can occur before painting. All mouldings are designed to be painted after installation for a uniform finish.
Materials and Quality
Q: What materials are your mouldings made from?
A: We offer EPS polystyrene with plaster coating (it's a special quartz-resin formula), XPS high-density polystyrene, and selected exterior-grade materials. Each product page states the exact material.
Q: What is the difference between EPS and XPS mouldings?
A: EPS is plaster-coated, rigid, and closer to traditional plaster. XPS is lightweight, flexible, and impact-resistant, ideal for DIY installation.
Q: Are your mouldings suitable for bathrooms or kitchens?
A: Yes. XPS mouldings and LED covings are suitable for humid interior areas when installed and painted correctly.
Q: Are your products durable long term?
A: Yes. When installed with correct adhesive and painted, both EPS and XPS mouldings retain shape and finish for years.
Q: What length are your mouldings supplied in?
A: Standard lengths are 2 metres with a tolerance of approximately ±0.5 percent.
Q: Can I cut the mouldings myself?
A: Yes. XPS and EPS mouldings can be cut using a mitre saw, fine handsaw, or snap-off knife, depending on profile. You can order a mitre box with your coving order here: https://homemerce.com/collections/tools
Q: Do you offer custom mouldings?
A: Yes. Custom mouldings require a cross-section drawing and a minimum order of 20 metres. A fixed design fee applies. Here’s the link to read more about custom designs https://homemerce.com/pages/custom-mouldings-made-to-order
Q: Can you recreate an old moulding from a photo?
A: No. Photos are not sufficient. We require precise cross-section dimensions to reproduce a moulding accurately. See this article for more information https://homemerce.com/pages/custom-mouldings-made-to-order
Q: Are nails or screws required for installation?
A: No. All interior mouldings are installed using solvent-free adhesive only.
Q: Can one person install your covings alone?
A: Yes. All XPS and most EPS covings are designed for single-person installation. They are very light, around 2-3kg per length.
Q: How do I deal with small gaps after installation?
A: Fill gaps using acrylic caulk or a regular wall filler before painting. For more information about installations visit our guide here: https://homemerce.com/pages/installation
Q: Can mouldings be repositioned after fixing?
A: Adjustment is possible only before the adhesive cures. Once set, removal may damage the moulding.
Q: Are your covings suitable for LED lighting?
A: Yes. LED-ready covings are specifically designed to house LED strips. Take a look here: https://homemerce.com/collections/interior-design
Q: Can LED covings hide cables?
A: Yes. LED covings conceal wiring and help mask wall imperfections.
Q: Do you supply LED strips?
A: No. LED strips, or any electrical parts are not included unless clearly stated on the product page.
Q: Do mouldings need painting?
A: Yes. All mouldings should be painted after installation.
Q: What paint should I use?
A: Use water-based emulsion paints. Solvent-based paints are not recommended.
Q: Should mouldings be primed first?
A: Our mouldings are paint-ready. Follow the product page instructions if a primer is required. Installation tips can be found here: https://homemerce.com/pages/installation
Delivery Time
Q: How long will it take for my order to be delivered?
A: Standard delivery time typically depends on the product. Standard processing and delivery is 3 to 6 business days for XPS (polystyrene) products. EPS plaster-coated and premium models, typically 6 to 8 working days. For smaller items, like tools (mitrebox, anti-moss tape) delivery is 1-2 days. Business days count from the confirmation of your order. You can check the specific delivery estimate during the checkout process.
Q: Is there an option for expedited or next-day delivery?
A: Yes, but only for sale items, mitreboxes, anti-moss tape. Otherwise, express delivery is not available for covings at the moment. Each coving order is produced and we don’t keep over 200 coving models in our warehouse.
Q: What happens if a delivery is delayed beyond the estimated time?
A: Delivery estimates are not guaranteed. If delays occur, tracking should be checked first. Support can investigate with the courier if required.
Q: Can replacement parts be shipped faster than standard production time?
A: Where stock allows, replacements can be prioritised. Otherwise they follow standard production and dispatch timelines.
Q: Can you hold orders and dispatch on a specific future date?
A: Yes, orders can be scheduled for future dispatch if agreed before shipping. Please add a note during the checkout process.
Shipping Cost
Q: How is the shipping cost calculated for my order?
A: Free shipping is available for orders over £250. Shipping costs are at a flat rate at the moment. For long items (covings, cornices), the cost is £8.99 regardless of the number of parcels. For tools (mitre box, anti-moss tape) it is £2.99. For oversized custom mouldings and very big orders, we can offer door-to-door delivery - the shipping cost depends on your location and the order quantity.
Q: Do you offer free shipping for large orders?
A: Yes, we offer free standard shipping on all orders over £250. That does not include door-to-door orders. Please check the current terms and conditions on our shipping policy page: https://homemerce.com/pages/delivery-information-1
Q: Where do you deliver?
A: We deliver across the UK mainland and selected offshore areas. We can delivery to Northern Ireland via DX Courier Network. The shipping fee for the Northern Ireland area is £25 per box.
Q: How long does delivery take?
A: Delivery times vary by product type and are shown clearly on each product page. Usually, the XPS covings are delivered within 3-6 business days. The plaster-coated mouldings are delivered within 6-8 working days.
Q: Will my order arrive in multiple parcels?
A: Large orders may arrive in multiple packages. Each box we ship has its own unique tracking number. To track the delivery visit DX website here: https://www.dxdelivery.com/track
Q: Are there packaging upgrades for fragile or high-value orders?
A: Enhanced protective packaging can be arranged for large or high-value shipments when required.
Packaging
Q: How are mouldings packaged?
A: Products are securely packed in protective boxes suitable for large and bulky transport.
Q: Is slight flexibility during unpacking normal?
A: Yes. XPS mouldings are flexible before fixing. Once installed and painted, rigidity increases significantly.
Quantity Calculation
Q: I am ordering a bulk material (e.g.,coving). How do I calculate the required quantity?
A: The best way is to measure the length of each wall, sum it, and add 10% for trimming. Each coving, exterior moulding is supplied in 2 metres long lengths only. We can’t supply covings in any other lengths than 2 metres.
Q: Who can I contact if I need help with complex material quantity estimates?
A: For complex or large-scale projects, please contact our Sales team at [email protected] for assistance with material choice and quantity verification.
Q: How accurate must measurements be before placing an order?
A: Measurements should be taken carefully and include a waste allowance, typically 10 percent. Responsibility for ordered quantity sits with the customer.
Returns/Refund
Q: What is your return policy?
A: We accept returns of unopened and unused products within 14 days. The cost of return needs to be covered by the buyer.
More information is available in our terms and conditions (extract below)
8. Returns & Exchanges (Outside Cancellation Period)
8.1 Returns and exchanges must be reported to us within 14 days of delivery by emailing [email protected] or using our contact form.
8.2 To be eligible for a refund, goods must be returned to us within 30 days of receipt in unused, undamaged, and resalable condition.
8.3 Once we approve your return, we will provide you with our returns address and instructions.
8.4 Return Shipping: You are responsible for the cost and risk of return shipping. We recommend using a tracked courier service and insuring goods in transit. We do not accept untracked drop-off returns.
8.5 We will inspect returned goods upon receipt. If goods show damage not reported beforehand, we will provide you with photographs for potential courier claims and may refuse a refund.
8.6 Refund Processing: Within 5 working days of receiving your returned goods, we will refund the cost of returned items in resalable condition, excluding your original delivery charge. You will receive an automated confirmation email.
8.7 Exchanges: To exchange goods, return the unwanted items following our returns process and place a new order for the replacement goods.
8.8 We are not liable for damage caused by improper use, incorrect installation, improper maintenance, or negligence.
Q: How long does a refund take to process after a return is accepted?
A: Once we receive and inspect the returned item, a refund is typically processed within 2 business days. The funds will reflect in your account according to your bank's processing times. Technically the refund can take up to 14 days, however it is usually much quicker than that.
Q: What happens if the customer orders too much material?
A: Surplus material is the customer’s responsibility. Standard returns policy applies, subject to conditions and approval.
Q: Can unused lengths from a bulk order be returned?
A: Returns may be accepted only if unused, undamaged, and within the return window. Custom or bulk-priced orders are excluded from return policy.
Discount
Q: Are there any current promotions or discount codes available?
A: All current promotions are featured on our homepage and in our newsletter. Any valid discount codes can be applied during the checkout process. Bulk order? Ask for a discount at [email protected]
Q: Can I apply multiple discounts or promotions to a single order?
A: Generally, only one discount code or promotion can be applied per order. Please review the terms of the specific promotion for any exceptions. On some occasions, promotions can be crossed-used, but do not treat this as a general rule, but more of an exemption (For example, free shipping over £250 and discounted items will work, because free shipping over £250 is an automated promotion)
Q: How do trade discounts scale with order value or frequency?
A: Discount levels increase with volume and repeat purchasing. Trade pricing is assessed per account and order scale. Find out more here.
Order Tracking
Q: How can I track the status of my order?
A: Once your order ships, you will receive a shipping confirmation email that includes a tracking number and a link to the carrier's tracking website. You can also track your order directly in the "My Account" section of the website. In addition to that, please note that the DX tracking only becomes available, after the parcel is scanned in at the local depot. Typically 1-2 days before delivery.
Q: My tracking information has not updated for several days. What should I do?
A: If the tracking information has not updated for more than 5 business days, please contact our Customer Service team ([email protected]) , and we will investigate the status with the shipping carrier.
Q: Can I collect my order from your warehouse?
A: No, we don’t offer collection service. We use DX courier to deliver every order. Our Coventry address is only our registered address.
Q: How should customers report missing parcels from a multi-box shipment?
A: Check all tracking numbers first. Report missing parcels within 24 hours of delivery with order number and details.
Q: What happens if tracking shows delivered but the goods are not received?
A: An investigation is opened with the courier. Proof of delivery and location confirmation will be reviewed.
Damaged Delivery
Q: What is the procedure if my order arrives damaged?
A: Important: If the packaging is visibly damaged, you must note this with the carrier upon delivery. Please take clear photos of the damaged packaging and product immediately. Contact Customer Service to report the damage and arrange for a replacement or refund. ([email protected])
Q: Will I be charged for the return shipping of a damaged item?
A: No, Homemerce.com covers all return shipping costs for items that were damaged in transit or defective.
Q: What proof is required for damage claims to be approved quickly?
A: Clear photos of packaging and damaged items, plus box labels, taken immediately on delivery. It’s important that we can tell how many lengths are affected, so it’s good to provide a picture of all the affected lengths together.
Custom Moulding
Q: Do you offer custom moulding or bespoke manufacturing services?
A: Yes, we offer custom moulding services for high-volume or specialized orders. Please submit your specifications, drawings, and required volume to our team at [email protected]
(We will require: technical drawing, total length, and delivery postcode to offer a quote). More information about custom mouldings can be found here: https://homemerce.com/pages/custom-mouldings-made-to-order
Q: What is the lead time for a custom moulding order?
A: The lead time for custom orders varies significantly based on complexity and volume. An estimated timeline will be provided after the final design and quotation are approved by our Team Member
Q: Do you offer cutting or pre-mitred services?
A: Standard supply is in full 2 metres lengths. We do offer custom ends for exterior lengths. Cutting or pre-mitre may be possible for large or custom orders only (think of full facades)
Q: Can you supply full project quotes based on room plans?
A: Yes. Plans or dimensions can be reviewed to prepare a project quote.
Trade/Bulk
Q: How can I apply for a Trade or Professional Account?
A: Pop us an email to [email protected], and we will let you know how much of a discount we can offer.
Q: What is the minimum order quantity (MOQ) for bulk purchases?
A: The MOQ varies by product. You can find the specific MOQ on the product page, or contact our Bulk Sales department for a quotation on items without a published MOQ. For custom orders minimum length is 20m (10 lengths)
Q: Can customers order sample pieces before committing to a large order?
A: Yes. Samples available on request.
Q: Is there a dedicated trade contact or account manager?
A: Trade customers can be assigned a direct contact depending on account size.
Q: Do you provide pro-forma invoices for trade or construction firms?
A: Yes. Pro-forma invoices available on request.
Q: Can orders be split and delivered to multiple sites?
A: Yes, subject to shipping costs and arrangement in advance.
Q: How are large commercial or site deliveries coordinated?
A: Access, timing and offload requirements are agreed prior to dispatch to ensure smooth delivery. For larger, commercial orders, we may hire a specialised Door-to-Door courier.
Complaint
Q: How do I file a formal complaint regarding a product or service?
A: To file a formal complaint, please submit a detailed email to [email protected]
We take pride in always trying to resolve complaints to customer satisfaction.
Q: Who is responsible for investigating my complaint?
A: Your complaint will be assigned to a dedicated Customer Relations Specialist, who will be your single point of contact throughout the investigation and resolution process.
Q: What compensation is available for late or failed delivery?
A: Courier delays are outside direct control. Each case reviewed individually in line with terms and carrier policies.
Q: What internal escalation path exists for high-value complaints or trade disputes?
A: Cases are reviewed internally by senior support and management for resolution.
Unsupported Request
Q: I need a product that is not listed on your website. Can you fulfill a custom request?
A: While we primarily focus on our listed catalog, we are open to discussing unique project requirements. Please submit the details of your unsupported request via the contact form. Our specialized team will review the feasibility and contact you within 24 hours to ask for missing details and to craft a quote.
Q: Can Homemerce.com provide installation services?
A: We do not currently provide direct installation services since our main focus is production and delivery. For more information visit: https://homemerce.com/pages/custom-mouldings-made-to-order
Q: Can customers request specific courier instructions or safe place notes?
A: Delivery requests can be forwarded to the courier, however they cannot be guaranteed. Responsibility transfers once the delivery is completed in line with the courier’s confirmation. All coving orders are shipped with DX and require a signature on delivery. Couriers are not permitted to leave parcels outside the property or in a safe place without a signature.
Q: What's your contact number?
A: Our Customer Service mobile number is: 07537149130
Q: Are you based in the UK?
A: Yes, Homemerce Ltd is a UK-registered company with UK VAT number: GB394406675
We operate as an online retailer and distributor supplying customers across the United Kingdom. Our logistics and fulfilment are handled within the UK, ensuring fast and reliable nationwide delivery. Our decorative mouldings are manufactured in the EU and supplied through our UK distribution network under the Homemerce brand.