FAQ

FAQ

Why can I not have the goods delivered to a foreign address?

New-walls.com currently delivers to Germany and selected other European countries. A complete overview of the countries we currently deliver to can be found on our delivery and shipping advice page. We are working on delivering our wallpapers to more countries worldwide in the future. However, you can already send individual enquiries to our customer service and we will help you to find a dealer in your country.

How can I order wallpapers?

Orders cannot be taken by telephone, post or email. Simply use the ordering process via the shopping basket

Can I order samples prior to making my purchase?

Of course! New-Walls.com will provide you with free samples. You can find more detailed information about this in the sample service section.

Can I order samples of photo wallpapers?

Unfortunately we cannot provide samples of the individual photo motifs. However, you can order colour-printed material samples of our photo wallpapers. Take a look at our sample service & digitally printed materials

How many rolls of wallpaper do I need?

It’s very easy to find out with our roll requirement calculator. Simply enter the measurements of your room and we will calculate for you how many rolls you need. You can find all of this here as well as a precise explanation of how to determine your roll requirement (if you prefer to calculate).

Where can I order wallpaper paste?

Wallpaper paste is offered as an accessory on all wallpaper product pages, but you can also find the right paste on our wallpaper paste advice page or under wallpapering supplies.

What do I need to take into account when ordering photo wallpaper?

We only produce our photo wallpaper to order. As a result, the delivery time can be up to 14 working days.
Delivery will only be authorised once the invoice amount has been received.
The right of cancellation does not apply to goods that are manufactured according to customer specifications or are clearly tailored to the needs of the customer. You will find more information about this in our cancellation policy

How can I return my order or make a complaint?

You will find information on returns in the returns section and in the GTCs.

Where will I find my returns label?

We will provide you with a return label if you wish to cancel an order or complain about the goods sent to you. Contact us either via the return form or write to our customer service in the event of a cancellation. We will process your request promptly and issue a return label for you.

Are wallpapers environmentally friendly?

Our wallpapers have been awarded the RAL quality seal. In collaboration with RAL (Deutsches Institut für Gütesicherung und Kennzeichnung e.V. - German Institute for Quality Assurance and Labelling), the most important quality assurance authority – in 1991 strict quality regulations for wallpapers were developed for the first time. Compliance with these regulations is checked through independent testing institutes on an ongoing basis. The aim is to offer products that are harmless to health and the environment. This particularly applies to materials which are used in residential, working and living spaces.
Only wallpapers that meet all the stipulated quality requirements bear the RAL quality mark. These requirements are more stringent than for other test marks and thus guarantee first-class products in terms of quality.

Are there types of wallpapr in which no PVC or solvents are used?

Paper wallpapers, textile wallpapers, digital print wallpapers and printed non-woven wallpapers are available in numerous colours and patterns and are manufactured without the use of PVC and solvents.

Is the colour representation on the screen correct?

The colour reproduction of samples and products on your screen is only an approximation. Due to the digitisation (photography) of the patterns as well as compression for web applications, some individual discrepancies may occur. Furthermore, the colour representation depends on the monitor and its settings as well as on the software used to display images. Therefore, the colour values shown are not binding.
To make your choice of a wallpaper easier, we offer a pattern service.

Which payment methods are accepted?

In the payment methods section, you will find all of the payment options accepted here in our shop.

When paying using the ‘Pre-payment’ payment method, which account should I use?

If you select ‘Pre-payment’ as a payment method, you need to transfer the invoice amount to the following account:
Beneficiary: A.S. Création Tapeten AG
Bank: Deutsche Bank AG Gummersbach
IBAN: DE 36 3847 0091 0015 1225 00
BIC: DEUTDEDW384

How much are the shipping costs?

You will find extensive information on the Service page Delivery & Shipping.

When can I expect the delivery?

Delivery will take place via the package delivery company UPS from Monday to Friday.
For pre-payment, delivery will only be authorised once the invoice amount has been received.
You will find the delivery times for our various products in the Delivery & Shipping section.
You will receive a dispatch confirmation via email as soon as the package is dispatched.

Where can I find my delivery?

Once your order has been processed, we will send you a dispatch confirmation via email. Here you will find a shipment/package number which you can use to track the exact status of your shipment. If you have not yet received a dispatch confirmation email, please contact our customer service team and have your order number available.

Do you deliver to DHL packing stations?

Yes, New-Walls.com also delivers to DHL packing stations. A delivery to DHL packing stations is only possible if you are already a customer of a DHL packing station.
Delivery to a packing station is only possible for items that do not exceed a (roll) measurement of 53 cm, as the box size is limited to 60x35x35 cm. For example, you can have up to 6 Euro rolls (wallpaper roll 10.05x0.53 m) delivered to a packing station.

Is it possible to receive my delivery more quickly? Express service?

We only ship wallpaper via standard shipping. We do not offer an express service.

Why have I not received an email?

Oh, something must have gone wrong! If you have not received an order confirmation or dispatch confirmation via email, simply contact our customer service! There may be an error with the email address?

What does the Trusted Shops seal stand for?

We have been awarded the well-known Trusted Shops quality seal. This seal has represented secure shopping on the Internet since 1999, no matter which payment method you choose!

Here is an overview of some of the advantages for you as our customer:

• We are a retailer subject to tests and checks by Internet experts
• Comprehensive buyer protection in case of non-delivery or return of goods
• Reimbursement of your excess in the event of credit card misuse
• Fast, uncomplicated problem solving and dispute resolution
• Tried-and-tested since 1999 at several thousand certified online shops
• Tried-and-tested since 1999 at several thousand certified online shops

During the certification process, all retailers must undergo comprehensive security tests covering more than 100 individual criteria from the areas of creditworthiness, security technology, price transparency, information obligations, customer service and data protection. These criteria are constantly adapted to the latest developments in case law and consumer protection.

And if there are ever any problems: the money-back guarantee for consumers (you will find details of the guarantee here) applies for all certified online shops. It applies in the event of non-delivery or non-reimbursement after the return of goods and in the event of credit card misuse. You can contact the experienced, multilingual Trusted Shops Service Center via online system, e-mail or telephone.

You will find more information at Trusted Shops directly www.trustedshops.co.uk.

What is the Trusted Shops buyer protection?

You can protect yourself against the loss of your payment up to a value of EUR 2,500.00 via Trusted Shops Buyer Protection, e.g. in case of non-delivery or return of your order. The protection takes 30 days. We will accept the costs for the buyer protection on your behalf!
How can I register for buyer protection? At the end of an order, you have the option to secure your sale through Trusted Shops Buyer Protection.

How can I contact customer services?

In the customer services section, you will find all of the different ways to contact us.