At Wallmates, we strive to provide flawless custom wallpaper, but we understand that issues can occasionally arise. Whether it’s a damaged shipment or a production error, we’re here to make the returns and reprints process as seamless as possible.

When to Request a Return or Reprint

You may request a return or reprint in the following situations:

• Damaged Products: If your wallpaper arrives damaged during shipping.
• Production Errors: If there’s a defect, such as incorrect dimensions, colors, or material.
• Wrong Item Shipped: If the wallpaper delivered is not what was ordered.

Note: Since all Wallmates products are custom-made, returns for reasons unrelated to defects or errors (e.g., change of mind) are not accepted.

Steps to Handle Returns or Reprints

1. Inspect the Product Upon Arrival

• Check your shipment immediately for any visible damage or defects.
• Take clear photos of the issue, including packaging and the wallpaper itself.

2. Contact Wallmates Support

• Reach out within 7 days of receiving your order to report the issue.
• Provide the following information:
  • Your order number.
  • Photos of the damage or defect.
  • A brief description of the issue.

Contact methods:

• Email: support@wallmates.com
• Live Chat: Available during business hours.

3. Resolution Options
Depending on the issue, we will offer:

• Reprints: For defective or damaged items, we’ll reprint and ship a replacement at no additional cost.
• Refunds: In rare cases where a reprint isn’t feasible, we may issue a refund.

FAQs About Returns and Reprints

Q: What if I ordered the wrong size or material?

• Since products are custom-made, we recommend double-checking your specifications before ordering. Unfortunately, we cannot accept returns or reprints for customer errors, but our team is happy to assist with future orders to avoid similar issues.

Q: How long does it take to process a reprint?

• Reprints typically follow the same production timeline as new orders (3-5 business days) and are shipped with your chosen delivery method.

Q: Do I need to return the damaged wallpaper?

• In most cases, we don’t require returns for defective items. However, we may request photos and additional details to process your reprint or refund.

Q: What if the wallpaper doesn’t match the design preview?

• If there’s a discrepancy between the approved design and the delivered product, contact us immediately. We’ll review your order and resolve the issue promptly.

Preventing Issues in Future Orders

To ensure the best experience:

• Double-check your design specifications before submitting your order.
• Use Wallmates’ design preview tool to verify patterns, colors, and dimensions.
• Contact our support team if you have any questions before placing your order.

Our Commitment to Your Satisfaction

At Wallmates, we’re committed to delivering exceptional quality and customer support. If you experience any issues, we’ll work quickly to make it right so you can focus on transforming your space with confidence.

Need assistance? Contact our team today for prompt and reliable support!