If it is not right, tell us
You have 14 days from delivery to return an unopened item. Wallcoverings are a considered purchase and most of what we sell is brought in or made for your order, so read the two lists below before you buy. If anything is unclear, ask us first. We would far rather answer a question than process a return.
What can be returned
The difference comes down to whether the item was sitting on our shelf or made for you specifically.
Yes, within 14 days
- Unopened wallpaper rolls in original packaging
- Throws and blankets, unused with labels attached
- Cushions from stock, unused with labels attached
- Accessories in their original packaging
Rolls must still be sealed. Once the wrapper is off, we cannot resell it as new.
No, these are final sale
- Murals printed to your measurements
- Cushions made to order or in your own fabric
- Opened or unwrapped wallpaper rolls
- Cut lengths and part rolls
- Samples
- Anything marked final sale at checkout
These are produced for you and cannot be resold to anyone else. Order samples first, and let us confirm your measurements before a mural goes to print.
How to start a return
Get in touch before you send anything back. Returns that arrive without notice are difficult to match to an order.
Get in touch
Email us with your order number and what you would like to return. Do not ship anything before you hear back, and do not open the packaging if the item is still sealed.
We confirm and send instructions
We check the item is eligible and send you the return address and anything else you need. Expect a reply within one business day.
Send it back or bring it in
Pack it as it arrived and use a tracked service, or save yourself the shipping and drop it at the showroom in San Juan. Keep the tracking number until the refund lands.
We inspect and refund
Once it arrives we check the condition, usually the same or next business day, and issue the refund to your original payment method.
Damaged in transit, or not what you ordered
This is not a return, it is our problem to fix, and the 14 day window does not apply in the same way. Contact us within 48 hours of delivery and we will sort it out at no cost to you.
- Photograph the outside of the box before you open it.
- Photograph the contents where the damage is visible.
- Keep all the packaging until the claim is settled.
- Email us the photos with your order number.
Exchanges
We handle exchanges as a return followed by a new order. It is faster and it means you are not waiting on one to clear before the other ships, which matters when a design has a lead time from Europe.
If the exchange is because we sent the wrong item, we cover the shipping in both directions.
When you get your money back
Once the return arrives and we have checked it.
Common questions
Why can I not return an opened roll?
Once the wrapper is off we cannot sell that roll as new, and nobody wants to receive a roll someone else has handled. It is also why we push samples so hard: a sample costs a fraction of a roll and tells you everything a photo cannot.
I ordered too many rolls. Can I return the extras?
If they are still sealed and it is within 14 days, yes. That said, think twice before you send them back. A spare roll from the same dye lot is genuinely useful years later when a wall gets damaged, and buying one then may mean a batch that no longer matches.
The colour looks different from the website. Can I return it?
Screens vary and no photograph reproduces a finish exactly, which is why we recommend a sample before every order. If a sealed roll is within 14 days you can return it under the normal policy. If it is a mural or a made-to-order item, unfortunately not.
Who pays the return shipping?
The customer is responsible for all return shipping costs.
Is there a restocking fee?
No. We do not charge a restocking fee for eligible returns.
Can I return something bought in the showroom?
Yes. Items purchased online or at our showroom can be returned directly to the store within our 14-day return period.
What about trade and project orders?
Trade orders follow the same 14 day policy on stock items. Project quantities brought in specially are treated as a special order and are not returnable, so we confirm quantities with you in writing before anything is placed.
Not sure? Ask before you order
A sample costs a fraction of a roll and a five minute conversation costs nothing. Most returns we handle could have been avoided with one question beforehand.
This policy is in addition to any rights you have under applicable consumer protection law. Nothing here limits those rights.