Using the Website
Q. The website doesn't seem to be working properly
A. If you experience technical problems with the website (such as pages not loading, inactive buttons, looping pages, unexpected quantity limitations or error messages) please do the following:
• Empty the cache on your web browser and quit and re-launch it; or
• Try using another web browser
• If you are using a promotional code please ensure that there are no leading or trailing spaces. Ideally type the code in rather than cutting and pasting.
Q. How will I know my order has been received?
A. You will receive an email confirming your order, this will contain details of your order which should be checked carefully if any details are incorrect you should email firstname.lastname@example.org immediately.
Q. I have placed my order successfully but haven't received a confirmation email
A. Emails sometimes get caught up in spam filters so check your spam folder.
Q. What do I do if I’m looking for a particular map image that I can’t find on your website?
A. We have a huge quantity of map images in our library (many more than we display at any given time), if we don't have the map there, we may be able to source the image that you’re looking for via our partners. Send us an email with as much information as you can provide about the image you’re looking for and we’ll see what we can do.
Q. Can I provide my own image to be used on wallpaper or a canvas print?
A. Yes, but you'd need to supply a high resolution image, please e-mail us at email@example.com.
Q. Are your wallpapers suitable for commercial spaces?
A. Yes, our wallpapers are 350gsm Polyester blend, ‘0’ fire rated (for commercial premises).
Q. Who can I talk to about your product details, images and finishes etc?
A. Please see our detailed product information pages, if you are unable to find the information you need email us at firstname.lastname@example.org with your questions and we will get back to you.
Q. Can I see a sample?
A. If you are ordering a personalised wallpaper, as part of our personalised wallpaper map service, we will provide you with a low-resolution proof file showing your whole wallpaper. We will also provide you with a high-resolution clip of the map centre. You will need to sign these off and confirm you are happy to proceed before we print your wallpaper. These will be supplied to you via email so please ensure you supply this when placing your order.
Q. Can you make the map fit my wall dimensions?
A. Yes, please email us with your details and sizes and we can create a map to your requirements.
Q. How do I apply the wallpaper or mural to the wall?
A. You can apply the wallpaper to the wall yourself. Our wallpaper is a revolutionary paste free self adhesive fabric based (Polyester Blend) inkjet media that can be used instead of conventional wallpaper. You simply peel off the backing and position it on any non porous surface. It is low tack that is removable, re-positionable and reusable. A detailed guide to hanging our wallpaper can be found at 'Wallpaper - Hints & Tips'.
Q. Do you provide screws and fixings for hanging my print?
A. We do not provide the fixings to hang your canvas or poster. You will need to choose your own method to fix the canvas or poster to your wall.
Q. Do I need to have an account to place and order?
A. No, you do not need to set up an account to place an order with us. Just browse our products, select the ones you’d like and add them to your cart, check out and pay with a credit or debit card. You will need to provide us with your billing and shipping details to complete your order but these are not saved as an account on our system.
Q. How will I know you’ve received my order?
A. You will receive an email confirming your order, which you should check carefully to see that the order details and delivery address are correct. If any details are incorrect, you should email email@example.com immediately with the correct details.
Q. Can I add items to an existing order?
A. No, once you have placed an order, other items cannot be added to it. You will have to place another order separately.
Q. I’ve had a message to say my card payment wasn’t successful, has my order gone through?
A. If you receive an order confirmation email from us then your order has gone through however if you are unsure then please email us at firstname.lastname@example.org.
Q. How long will it take for my order to be delivered?
A. It depends on the item/s you have ordered, all of our products are 'Made to Order'. Delivery times to UK addresses for our different products, can be found at ‘Delivery & Returns’.
Q. How much do you charge for delivery?
A. Delivery costs to UK addresses are specified when you select a product to add to your shopping cart. If you purchase more than one item the total delivery cost will be calculated at the checkout stage before you confirm your order. We are currently unable to ship internationally.
Q. Is there an express delivery option?
A. Yes, please enquire.
Q. What packaging will be used to ship my order?
A. Depending on what you order, your order will be packaged securely in either a robust tube or a bespoke rigid box to ensure it arrives with you the way it leaves us.
Q. Can I change the delivery address after I’ve placed my order?
A. No, once your order has been dispatched we’re not able to change the delivery address. Please ensure you use the correct delivery address at the time you place your order. If you have made an error, please email us immediately with the corrections to email@example.com and we will see what we can do. If an item is returned due to an incorrect delivery address being supplied a further delivery charge may be incurred.
Q. Do I need to be there to receive and sign for my order?
A. Yes, most of our products are too large to fit through a letterbox and cannot be left on the doorstep. We use Royal Mail, UK Mail or couriers to deliver your order and someone will need to be available to receive and sign for the delivery.
Q. I still haven’t received my order after the delivery time stated, what can I do?
A. Please contact us on firstname.lastname@example.org tell us your order number, product, date of order, your name, delivery address, your email and telephone number and we will look into what has happened immediately and contact you as as we can give you some information.
Returns & refunds
Q. What if my goods arrive and they are damaged?
A. If your order is damaged when it’s delivered to you, please inform us immediately by email email@example.com and we’ll provide you with a returns reference and address. This must be done within 7 days of receiving your order and we must receive your returned goods within 14 days. If the goods are found to be faulty, they will be replaced free of charge and any postage costs will be refunded in full. For further details please see our Terms and Conditions.
Q. What if the goods I receive are not the ones I ordered?
A. Please inform us immediately at firstname.lastname@example.org with your order details and details of the products you have received and we will contact you with regard to rectifying your order.
Q. What if the wallpaper I ordered does not fit my wall space?
A. Our wallpapers are made to the exact sizes given (see ‘Wallpapers & Murals’). Please check your wall dimensions before ordering as we are not able to refund you if the wallpaper you ordered does not fit your wall space, see Terms and Conditions.
Q. What if I’m not happy with the quality of the goods I receive?
A. We try to represent our products on our website as best we can, however colours may differ on screen. if you feel there is a problem with your item please contact us on email@example.com and if possible send a photograph. We will then discuss with you any misgivings you may have.
Q. What if I don’t like the product that I’ve ordered?
A. All of our products are made-to-order as to the specifications you select on our website and are bespoke goods. Under Distance Selling Regulations, these goods are non-returnable and non-refundable except under these conditions:
a) it is damaged in transit or is faulty (proof of product and packaging damage is required)
b) it is not as specified (i.e the wrong image, the wrong size or the wrong product).
Please see our Terms and Conditions for full details. Please note that in placing an order you are stating that you have read, agreed and accepted these terms.Q. Can I cancel my order after my payment has gone through?
A. Our products are made-to-order and we do not accept cancellations once your order has been placed. You may request cancellation of your order by contacting us within 24 hours of placing the order, however, we cannot guarantee that your request for cancellation will be accepted.