What should I do if the pattern is not matching?

If a customer raises a complaint to say that the pattern is not matching or is running off down the drops of a wallpaper when hanging/hung, we need to first establish if there is a manufacturing trim fault (if confirmed this would need to be investigated by Technical) or if the decorator/hanger has simply ‘stretched’ the paper during hanging.

In order to establish this, the customer/decorator would need to place two, full width, dry unhung off cut pieces from the same roll displaying the issues, down together on a flat surface and ask them to try to pattern match them, ensuring that the joins butt up tightly.

If the two drops butt up and match perfectly, this would indicate that the decorator has slightly stretched the paper during hanging, by way of matching the drops at the top and then brushing the drops down with pressure, instead of sliding the drops in and brushing ‘in’ to establish a pattern match and to meet the previous drop. This is not a manufacturing fault and so should not be treated as fault.

If the pattern still doesn’t match and the drops don’t butt up tightly when dry, this would indicate a possible trim fault and so the batch may need to be investigated. Request images of the dry hang and pass to TECHNICAL.

Whilst the Technical department carry out internal checks, replace the customers rolls (from an alternative batch if and where possible), putting the order on hold and asking Phill Winnet to pick rolls from the middle of the batch, before releasing the order.