FAQs – Wall Sticker Questions

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Wall Stickers and Decals

Q: What is a Wall Sticker?
Wall Stickers is a general term that applies to virtually all sticky wall décor. Some people refer to wall stickers as wall decals, wall graphics, wall art, or even wall tattoos. Essentially, we have 2 different types of wall stickers on our store: most of our products are South African produced Wall Stickers, we also have Roommates Peel & Stick Decals and then Sticky Back Self-Adhesive Wallpaper.

Q: What are Wall Stickers made from and are they high quality?
They are made from an ultra-thin, self-adhesive vinyl material. Wall Stickers are extremely durable and made to last for years, but are still flexible enough to be applied to a variety of surfaces.

Q: Are your Wall Stickers removable?
Yes! They are specifically made for temporary wall décor so when you are ready for a change; you can simply remove them. Instructions are included with your order for removing your wall sticker – but it is really easy.

Q: How do you remove Wall Stickers?
Removing your temporary wall stickers is easy. Peel up an edge with your fingernail and slowly peel the decal off the wall. If they have been there for a number of years or to a less porous surface like glass, we recommend that you use a hair-dryer (set on low heat) to warm the decal – this releases the adhesive and makes it even easier to peel off. Please be extra careful when removing wall stickers, rather peel downwards flush with wall than pulling away from the wall. You may need to use a soapy solution to get rid of any excess glue.

Q: How long will the Wall Stickers stay up?
Our wall stickers are guaranteed for 3 years indoors but are known to last much longer. The exact timing is dependent on how environment conditions such as direct sunlight, heat, moisture, quality of wall paint and texture of wall etc. Outdoors, they can last up to 1 – 2 years but just be careful with rougher outdoor walls.

Q: Are your Wall Stickers reusable and repositionable?
As much as they are removable, unfortunately, the wall stickers we produce in South Africa are NOT reusable nor re-positionable – the material is such that they can only be used once. We include a practice decal with every order to help you become a pro before sticking the real thing.
However, our Roommates Decals are re-positionable and can be re-used over again. You can move them if you make a mistake or change up your decor (or rooms) whenever you like – so well suited to kids rooms! You can also take them with you if you move home, just keep the backing sheets or use wax paper.

Q: Can Wall Stickers be used for surfaces, other than walls?
Yes, they can be used on a variety of surfaces. They work best on smooth, dry and clean surfaces like walls, but work just as well on other surfaces like: glass (great for sliding doors, windows, shower doors on outside etc.), mirrors, bathroom/kitchen tiles (not on grouting), ceilings, fridges, washing machines, sealed concrete floors, smooth metal, tile, plastic surfaces, finished wood furniture, laptops and even cars! Think clean, flat and smooth surfaces. Do not place wall stickers on hot surfaces, rugs, fabrics, clothing, or any other textiles. Textile fibres may stick to the adhesive and cause it to become ineffective.

Q: Are Wall Stickers suitable for textured walls and surfaces?
Wall Stickers are not usually suitable for rough and bumpy surfaces (even walls) – think clean and smooth. The surface should be completely flat and smooth and clean (no dust or dirt). A good gauge is: imagine that “clear sticky stuff you used to cover your school books in”- if that will stick, then our wall stickers should stick. Examples of surfaces that are not suitable are: face brick, any type of high peaks of textured plaster or paint, cinder blocks (or other porous surfaces),”orange peel” or textured walls, wallpaper and delicate surfaces. We do not guarantee our wall stickers on rough or textured surfaces.

Even though we don’t guarantee it, we have had customers who have taken the chance and had success on their textured wallsclick here for the full details on what worked for them.

Q: Will Wall Stickers remove paint from my walls?
We’ve designed Wall Stickers to be completely safe for painted walls; which means that they will not peel the paint, or damage other surfaces like sealed wood, plastic, or metal. Just a note that in very some cases, depending on the age or condition of the painted surface underneath, we cannot say across the board that some paint flecking will not occur. You may notice paint flecks on the back of the decals when removed and some minor paint touch up may be required. For freshly painted walls, allow 2 weeks for the paint to cure. We know… it takes patience, but it’s better than applying to a wet wall. Also, to protect your walls – be extra careful when removing wall stickers, rather peel downwards flush with wall than pulling away from the wall.

Q: Are Wall Stickers safe for kids?
Absolutely. Our products are tested against the highest safety standards, and are completely non-toxic. They do not contain harmful chemicals like phthalates or lead. They are 100% non-toxic, our wall stickers are completely safe for children to play or decorate with.

Q: Do your Wall Stickers smell?
It depends on the the wall sticker type – the Roommates Peel & Stick Decals so have a little bit of a smell but it is more like a pleasant plastic smell – it does not stink and it is not unpleasant at all.
There isn’t really a smell for the South African produced wall stickers – but we do produce them on order so they are fresh and occasionally when you open the package, you may detect a slight “vinyl/plastic-y” smell. The smell will usually go away in a matter of minutes, but you can always speed up the process by placing the sheets outdoors in the fresh air, or in a well-ventilated room.

Q: How do I clean my wall stickers?
If the decals are dirty, they can be cleaned with a damp rag and a mild soap. Try not to spray wall stickers with any strong chemicals, cleaners, or fragrances.

Q: Can your wall stickers stand extreme temperatures?
Wall Stickers are manufactured to withstand mild changes in heat and cold from sunlight. Officially, they can stand temperatures from -5 to 50 degrees centigrade but high heat or cold will lessen the life span of the wall stickers and can compromise the adhesive and cause stickers to peel, rip, fall off, or damage the surfaces on which they have been applied. Do not position them on temperature items like a toaster, oven, kettle, braai, hair-dryer etc. Do not place items that are decorated with wall stickers in a dishwater, oven, or microwave!

Q: Can you put wall stickers in the bathroom?
For sure, just not in submerged water like in the bath etc. You can stick wall stickers to the walls, tiles and even – the toilet! Wall stickers will not adhere to the grouting between the tiles so the bigger the sticker, the better. Otherwise, we suggest cutting the sticker between the grouting – which can give a nice effect.

Colours, Fonts & Custom Decals

Q: How many Colour Choices do your wall stickers come in?
Our standard colour chart is used for the majority of our South African produced wall decals, you can choose from any of our 18 wall sticker colours. Each wall tattoo page has a drop-down menu on top right where you can choose your colours. Some wall stickers come in pastels or lighter colours but these are all specified on each wall sticker product page.
Roommates Decals are printed overseas so we can’t change he colours on those products.

Q: What if I want a different colour to what you offer?
As much as we mostly use our standard colour chart, some decals come in lighter colours (like pastels) and are specified on each product page.

We can offer custom colours for certain wall stickers but it does become quite expensive as we need to run custom sheets for custom colours – but it does depend on the wall sticker. If you are not price sensitive, please let us know the colours and the stickers you would like and we can give you an idea of pricing. Click here for More on Wall Sticker Colours.

 

Q: I would like to get my decal mirrored to face another way. Is this possible?
Yes, we do that on certain wall stickers and you can choose to mirror it on the actual product page (drop-down menu). If your wall sticker does not have that on the product page, simple email us and we will let you know if it is possible.

Q: I would like a custom design or larger design, do you offer that?

Yes, we offer Custom Wall Stickers and Murals in two parts:

1.) Custom Text Wall Stickers that fit into one of our standard formats
For instance, we have Personalised Name Stickers where you can add your Child’s Name in one of our 10 Fonts (sizes are either 57cm wide or 1m wide) in a choice of 18 colours.
We also offer Custom Quote Wall Stickers where you give us your exact quote wording online and we insert it into a standard size quote wall decal – either 50cm x 57cm or 1m x 57cm. Again, choose your font and colour – but if you order online,all the words come standard all in the same size.

2.) Custom Designed Wall Stickers

We now offer custom designed wall stickers but they carry an artwork surcharge (starting at R200 depending on the design), send us your photo and we will let you know how much it will cost.

We are adding to our range all the time and if you think our website would be better with your wall sticker idea, please feel free to email us and we can maybe forgo the artwork surcharge!

Q: I have a clever idea as a design for you to use?
Let us know! We love new ideas and suggestions and are expanding our range weekly.

Q: How do I order wall stickers?
Online is the best way – follow our step-by-step instructions on our ordering page here.

Q: I can’t/don’t want to order online – can I rather order by email or phone?
You know there are real people behind this store and you are not just a number so you can order by email – but, it isn’t our preferred method of ordering. It is actually ironic as the main reason why we don’t like to do manual orders: we are real people who make real mistakes! At least if you order online, you know what you are ordering is correct and that all your details are correct and our system logs it into production straight away (so you get it sooner) plus you get all updates on your order as we go along. So,be brave, shop online, is it safe and easy!

If you cannot order online or are (quoting a real client here): “a computer dummy”; you are welcome to send us an email with: which product you would like to order, colours, your name, cell no, delivery address and we can email you a manual invoice and you can pay by EFT. Note that you will pay into a different bank account than PayFast, so rather wait for the manual invoice.

Q: How long does it take to produce the wall stickers?
It usually takes a few days to produce, but it depends on which day of the week you order. We then usually dispatch on Tuesdays or Thursdays and the delivery time is overnight or can take up to a week in outlying areas. Take a look at our how long does it take page for exact timings.

Q: How do I check the status of my order?
You will receive an email with a copy of your order when the payment for your order has gone through. This means your order has gone into production. You get another email once your order is dispatched with either the courier waybill no so you can track the delivery online. If you are a little excited, you can email us and we will let you know how we are going!

Q: Which methods of payment do you accept?
We accept Visa and Mastercard Credit Cards and as well as instant EFT – these are all done on PayFast, which is a secure third party website. We do understand that online payment systems do not work 100% of the time, so if you are “pulling out your hair frustrated” trying to pay through PayFast, just mail us and you can do an EFT straight into our bank account.

Q: Are the credit card transactions safe on your website?
We use an reputable third party, PayFast, as our payment gateway. That means that no credit card transactions are done on our website. This is to protect you as well as us. We do not have access to your credit card information at all. You will be redirected to www.payfast.co.za after you place your order and will be asked for your credit card information. Once the transaction has successfully gone through, the order will be sent to us and you.

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Q: What are your delivery options and how much do they cost and how long does it take?
We offer courier delivery door-to-door in South Africa, which is free if you spend over R500 on wall stickers. Otherwise, courier delivery is R97. International orders are sent via the Post Office and cost ZAR257. Click here for more on wall sticker delivery.

Q: Can I rather use the Post Office or PostNet?
Yes, we can do that for you by special request but it is product dependant, please contact us to arrange that before you order. We do offer Post Office delivery for international orders.

Q: What if I gave you an incorrect address or the no-one was home when the courier delivered?
Please let us know ASAP if the address is incorrect and we can make a plan.
We always suggest that you give your work address for the delivery address. We deliver during working hours and at least someone is always there to sign for it. As reliable as our courier company generally is, sometimes they are overworked and can’t deliver and if you give your home address – then you may sit around all day and they never come. You are welcome to let us know if you would like it delivered on certain days when your domestic is there.

If no-one is home when they come to deliver, the courier generally take it back to the depot and somebody is suppose to follow up with you regarding a new delivery day. This does not always happen so it is always best to give a work address. You can also get a good idea of the delivery day when you track your delivery online (we mail you the tracking number on dispatch) – usually “onboard” means they will deliver that day.

Q: I haven’t received my order yet and it has been days since I expected it to arrive, what should I do?
The first thing to do is track it online and see what the problem is. If you can see that it has been onboard more than once or there has been no movement, we would suggest contacting the depot that is closest to you and finding out what the problem is. If your parcel is at the depot, ask them to please redeliver it to you the next day. We always find that they may be willing to give you the drivers phone number and if there is an address issue, you can also explain things to him directly. Otherwise, if you don’t come right, please contact us and we can help you.

Outlying areas can take longer (sometimes more than 1 week) and often, the outlying drivers do not have scanners so it does not update online. Don’t worry! I always that you can get updated informations if you phone the depot closest to you. Otherwise, if you don’t come right, please contact us and we can help you.

Q: Can I collect my order or use my own courier?

You are welcome to collect yourself or send your own courier from our Dispatch Depot in Honeydew, remember you get free delivery over R500 in South Africa, otherwise the courier charge is only R97.00 to your door anywhere in South Africa. If you take into account your time, the traffic and petrol costs – it may not be worth it to collect. Also, we have 2 separate warehouses in Jo’burg so depending on the product, it doesn’t always save time to collect.
If do want to collect or send your own courier, please let us know under “special instructions” during checkout as it is more complicated to arrange it after you have ordered.
If your order is under R500, use coupon code COLLECT during checkout and it will deduct the R97 delivery fee. Once your order is ready to collect, we will send you an email with the collection details (Mon-Fri during office hours).

Q: Can my order be changed or cancelled once it has been placed?
Cancellation of orders by the client must be done before your order gets dispatched. This can take anything from 1 hour – 7 days from ordering. Once dispatched, orders cannot be cancelled as they have already been sent. If you would still like to cancel, then the cooling off period applies and you can get a full refund by emailing us within 7 days of receipt and then you need to return the unused goods to us. This does not apply to personalised or custom stickers i.e. personalised names, custom sizes or custom colours.

Q: How long will it take for my credit card to be credited if I cancel my order?
If you cancel your order, we will be in touch with you regarding how long it takes as it depends on PayFast. Sometimes there is only a hold on your card and sometimes, there needs to be a full refund, which can take a week or more.

Q: What if an item is out of stock?
This is very unusual as we produce on order. The provision of goods and services is subject to availability. In cases of unavailability, the provider will refund the client in full within 7 days. The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.

Q: What is your returns and refund policy?
We offer a 100% Wall Sticker Guarantee – because it is about honesty and integrity. We are all about Happy Walls! So we, of course, offer a full guarantee and returns policy:

Our refund and return policy is only valid in the Republic of South Africa, there are no refunds or returns on international orders. Please take note of teh different time-sensitive guarantees:

7 Day “No Questions Asked” Refunds and Returns on all our Products

Not what you expected? If you have not altered your wall art in any way (i.e. for wall stickers you have not cut, used or stuck them – or in the case of imported wallpaper/murals: you have not opened the outer plastic packaging); then the cooling off period applies and you can get a full refund (or return) by emailing us within 7 days of receipt. You will then need to send it back to one of our Johannesburg depot with a traceable delivery method and we will process the refund or replacement once we have received the wall art (and are satisfied that the conditions above have been met). The cooling off period does not apply to personalised or custom stickers i.e. personalised names and/or custom sizes and/or colours.

14 Day “Check for Faults” Quality Guarantee on all our Products

Not that we expect you to find any – but for extra peace of mind and especially when it comes to imported wallpaper and murals, we have no way of checking if all the printing/product is defective as it is a closed package. We understand that you may need more than 7 days to check and /or start to install so we have an extra “check for faults” quality guarantee.

The following conditions within 14 days of receipt of your imported Wallpaper and Murals from us (a copy of this is also included in your wallpaper pack):

1). Upon receiving your wallpaper (before you even book an installer, if applicable) please check the rolls are undamaged, also check on the visible manufacturer label that all the rolls have the same product code and batch number plus that their colours match. Please contact us if the batch numbers, product codes do not match prior to opening. Our guarantee does not extend to product codes, colours or batch numbers after opening.
2). Once batches are checked please open the roll from packaging and unroll first few metres to check for any print errors or any unusual markings on the wallpaper. This is very rare, but sometimes during production, small errors can occur. Please contact us if there are defects on the roll, prior to installation. Our guarantee does not extend to print errors once the wallpaper is cut or installed on your wall.
3). Before you commence installation or apply paste (where applicable), please check that there are sufficient rolls to complete the job. Different pattern matches can lead to wastage. Proceed with cutting the product to desired lengths. Check that your drops align and there is no issue with matching the pattern. Please contact us if the patterns do not align prior to installation.
4). Please make sure that the surface on which the material is to be hung is checked thoroughly and suitably prepared for hanging. If you satisfied with the above 4 points, please read the instructions on the back of the manufacturer’s label – our “checking for faults” guarantee does not extend to wallpaper or murals after 14 days from receipt.
N.B. It is also your responsibility to make sure when using professional installers that they accept the terms above.

3 Year 100% Installed Wall Art Product Guarantee on all our Products 

All our products are guaranteed to last at least 3 years (from receipt of goods) when installed indoors and as per the instructions enclosed in your package (and/or on our website). Our products can withstand indirect sunlight, normal fluctuating indoor temperatures and some even light moisture (product dependant). This guarantee excludes all labour costs as you must check for faults before you actually install any product.
Our wall decals (and any product supplied on sticky back sticker material) are not guaranteed to stick to rough and textured walls. If your wall sticker is defective (and you have already cut or stuck it on the wall), we will gladly replace the defective parts/or whole sticker. Please be extra careful not get to get dust nor grubby finger marks on the back of repositionable Peel & Stick Decals as that will deem them ineffective and not under our guarantee.

Any complaints regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to Jackie Niemand by e-mail:  [email protected].
Q: Can I have  refund, rather than a replacement?
Yes, you can have a refund if you have not cut or used your stickers (this means that they are in the same condition with original packaging as you received them) within 7 days of receipt. This does not apply to personalised and custom wall stickers. Please email us the details regarding your refund so we can process it. The Electronic Communications and Transactions (ECT) Act then states that you will need to send the original package back to us using a traceable (number emailed to us) delivery method so we can inspect the goods prior to the refund being given.

Q: My order was damaged in transit, now what?
Your order was in perfect condition when it was dispatched and is fully insured by our courier company. We also place them in protective cardboard tubes, so even if they get a little battered on the outside or the tube looks damaged, the actual stickers generally aren’t actually damaged. If this is not the case, please let us know and we will replace them and claim from the courier company. If your goods were lost, we will also replace your stickers and claim from the courier company. This does not apply if you send your own courier company or representative to collect from us directly and neither to international orders.

Q: My sticker has lines in it when I took it out of the tube, is that defective?
It is completely normal to have lines in your stickers 
when you take them out of the tube. It is just from being rolled in the tube and is especially the case if they have been rolled for long periods of time or in winter, when it is cold. In 90% of the cases, this does not mean your sticker is defective. Please follow the general instructions on how to get these lines out, even if there are lines in the top layer, it does not necessarily mean the sticker material has lines in it. If it does or you cannot get them out, please email us.

Q: I am not happy with the Colour of my stickers, what now?
Do not cut, stick or use the stickers if you think you are not going to ‘grow happy with the colour’ of the stickers supplied. Rather e-mail us first and we can see what we can do (different products have different colour options/solutions) so it depends on what you have ordered. We cannot guarantee anything (the variation in colour does not mean a sticker is defective). Also sometimes, there is just no other colour option or like digital printers: they vary from printer-to-printer so one printer will print a slight variation of the same colour depending on the printer. We are, however, reasonable and understand that décor colour schemes are important.
Maybe we can convince you to: ‘grow happy with your colour’:
We do say on our colour page (and terms & conditions) that screen colours (RGB) will differ slightly from the actual sticker colours (flat standard colour and CMYK full colour printing). It is also often difficult to see the colour with the top layer and seeing a small swatch where you lifted it off (similar to paint) looks completely different once a large area is done on a wall. Another consideration is that the light in the room changes the colour depending on the time of the day and for instance, will look completely different at night (we know you are busy and sticking at night). Lastly, it is not a bad thing to have variations of the same hue (monotone) within in one room, it is more old fashioned that everything should match exactly – variations create interest – there are no set rules anymore.

Q: What are your hours of operation?
Our website is open 24/7, 365 days of the year! Our email customer service depart is available on weekdays from 08h00-17h00.

Q: Do you have a Showroom?
No, we don’t have a showroom or shop as we keep our costs down, our dispatch depot is located in Honeydew, Johannesburg and you are welcome to collect your order there.

Q: Do you offer gift vouchers for wall stickers?
Yes, wall stickers make a great gift – please email us and we will give you more information.

Q: How do I use a discount voucher?
We give Discount Coupons to our wall sticker competition winners. If you are one of those lucky fishes; you simply input the coupon code during the check-out process and it will deduct the amount off your cart.

Q: Can I exchange or change the colour of our free gifts?
We always give Free Gift Wall Stickers in a similar theme and colour scheme to your wall sticker order, so you never end up getting anything you don’t want! Your order will come standard with the Free Gift Wall Stickers as stated for each product. Normally, they are smaller than the wall sticker ordered, so they are great to integrate into the standard design or you can use them on furniture in the same room or even distribute them around your house! Yay, we love free gifts!

Can’t find your question?
Email us and we will respond and maybe can add it to this page!