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Please review our Frequently Asked Questions section below.

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Call Us (866) 960 - 3030

  1. Question: How large are your samples and how do they come?
    Answer:

    All wallpaper samples will mail free of charge worldwide.
    Unless expedited (overnight, 2nd day air or 3 day air), your samples should arrive in about 5-10 days unless you are an international customer.
    All samples mail from our California facility.
    Please note that custom digital samples can take up to 10 days to produce and will be mailed as soon as possible. We may hold your entire sample order for these to print unless you request otherwise.
    Size: Samples can range in size, however, are typically about 12" x 18". Some items may come as small as 5" x 7", however, we do our best to provide the largest sample possible; 24" x 24" if available.
    Please Advise: All samples will arrive folded in an envelope. Adding multiple samples to your cart does not guarantee a larger size sample. You will receive individual samples no matter the amount ordered.

  2. Question: How do I order a sample?
    Answer:

    All sample orders can be placed online by clicking the "sample" button and adding to your shopping cart.
    Samples are typically $5.99 each (not including silks) and mail out via US Postal Service (USPS).
    Sorry, there are no tracking numbers available on sample orders unless you have requested to expedite the shipping via overnight, 2nd day or 3 day air.
    Please be aware that samples are not available for Lincrusta patterns as well as some of our murals.

  3. Question: How fast do orders ship out?
    Answer:

    We do our best to ship all orders either the same or next business day, however, if the product is on a manufacturers back-order you will be notified within 24-36 business hours.
    **If you are placing an expedited order, you should confirm stock and lead-time with an associate first to ensure that there are no delays to a time-sensitive order.
    Stock checks are not available online unfortunately however, can be requested via phone at 1-866-960-3030.
    If your order is for a made-to-order pattern, we are sorry but it can take up to 10 days to produce the product before it is shipped. We do our best to ship all expedites as soon as possible though.

  4. Question: I think I only received half of my order?
    Answer:

    This could be one of two things:
    1) We do our best to consolidate all shipments and ship in the most timely manor from our main hub in California. To save our customers time and extra shipping costs however, we will ship from other locations, thus arriving in multiple packages. Your remaining items may be arriving in an alternative method however, if in question, please contact us at 1-866-960-3030 for immediate assistance.
    2) Be cautious of how patterns are sold. All product information and how they are sold is listed online under the Product Details.
    Only Clearance items and grasscloths are sold per single roll (dimensions and lengths vary) and will list all information accordingly in the product details.
    For grasscloth, one physical roll of material is equivalent to a quantity of 2 in your shopping cart. This is also true for most clearance items.

  5. Question: Where can I find a tracking number on my order?
    Answer:

    All sample orders are sent out via US Postal Service (USPS) and will not have a tracking number available. Sample requests will typically arrive in about 5-10 days unless you are an international customer.

    All other orders are shipped via UPS or FedEx and will have a tracking available upon request. You can either call or email us for a tracking number request.

  6. Question: Tell me more about the custom wallcovering process!
    Answer:

    All information regarding digital printing is linked Here for your conveniences.

    Here , you can review material costs, as well as upload your personal file for submission. Upon review, a design associate will be in contact with you directly. No personal information is ever sold or used in any other manor than for review until permitted to print or reproduce.

    Depending on the file, there may be a layout fee/design time ($75 an hour), if applicable. All shipping charges are from Van Nuys, CA.
    All custom prints come untrimmed, meaning that the excess paper must be trimmed off the edges before hanging.
    All untrimmed goods are at least 54” wide however patterns will only be printed up to 52” (max) if the file will allow it.
    We can also color match using Pantone or Benjamin Moore color numbers if needed.

    The lead time to produce a custom digital sample as well as a full order is 10 days or less.
    If you'd like to see a sample of your print, the cost is $5.99 per sample or chosen material.

  7. Question: I received a damaged, defective or incorrect roll but some of my paper is fine, what should I do?
    Answer:

    Upon receiving your wallcovering and prior to installation, please examine all goods immediately to make certain the pattern number (SKU), size and quality are satisfactory and as ordered. Claims must be declared within 30 days of receipt, no acceptations.

    If anything is wrong with your rolls or purchase, STOP! Do not proceed any further.

    Defective paper is accountable for up to 1 single roll (about 4 yards) of material hung on your wall. If any flaws are detected, do not proceed with your installation. If Design Your Wall has no merchandise to inspect, we are unable to accept claims.
    If your order seems to be defective after 2 strips please STOP and contact Design Your Wall to obtain further instructions. 1-866-960-3030

    If your order is damaged, defective or incorrect, we will issue a UPS calltag and pick up the goods while swapping it out for another. We will make this as quick and easy as possible.

    Wallcovering is produced in different batches. If the batch that you have started to hang is no longer available, you may run into color variation for your final installation. Meaning, that your wallcovering will be two different shades.
    o Absolutely no claims for labor are accepted under any circumstance.

    Please review our Terms and Conditions page for more information on this type of issue.

  8. Question: How do I return my unwanted items?
    Answer:

    All return information can be located in our Terms and Conditions.

    Please be sure that you followed all steps on our Return Authorization Form available here.
    Returns that do not follow these guidelines may result in an absent or reduced refund.

  9. Question: Why can't I order a quantity of 1?
    Answer:

    If a quantity of one cannot be selected, this item will have a minimum order. Please review the Product Details for all items prior to placing an order.
    Items sold per yard, meter or square foot are not returnable and should be calculated carefully with a trained installer.
    Our products are priced in either single rolls, double rolls, bolts, per yard/meters or in square feet so please be careful when ordering. These are the standards for all wallpapers from any country.

    Wallcovering can be confusing at times, we know. If in doubt, you are more than welcome to give us a call and we'll walk you through it.

  10. Question: Where are my hanging instructions?
    Answer:

    While most items come with hanging instructions on the roll, there are a few that do not. You can most likely locate your hanging instructions at the bottom of every page under the Installing Wallpaper? link . There, you can review how to hang custom digital, wall murals, grasscloth, glass beaded wallcoverings as well as flocked and screen printed patterns.

  11. Question: Can you produce custom flocked and screen printed products?
    Answer:

    Yes we can! The details for custom screen and flocked printing are as follows:
    • There is a 6 roll minimum (27 inches wide by 15 yards long per roll).
    • All rolls will come untrimmed with white edges. These edges will need to be trimmed prior to installation.
    • Non-flocked, screen printing is $117.00 per roll while flocked prints are $195.00 per roll.
    • We will cut one screen for Each Color in your print which will cost $300.00 per screen (non-refundable).
    • We can color match using Pantone or Benjamin Moore color numbers if needed.
    • Flock cannot be dyed so you must choose a flock color from our selection, which can be viewed online Here.
    • Once we have screens cut for each color, we will print a strike-off (sample) which costs $150.00 each (non-refundable despite approval).
    • Upon approval of the strike-off, we will print the full order. If there are more strike-off's are needed, each strike-off is $150 (again, non-refundable).
    • Custom screen and flock printing is done in New York, so you are charged freight accordingly.
    • The lead time for a strike-off (sample) is about 10-14 days plus additional shipping time.
    • The lead time for a full order is about 10-14 days (depending on the quantity ordered) plus additional shipping time.

    All cost for screens and strike-offs are not refundable. Costs for screens and strike-offs are also not put towards a final order.

  12. Question: I'm having a hard time with the website, what can I do?
    Answer:

    If you are experiencing any difficulties with the website, please do not hesitate to either call or send in an email for immediate assistance!
    1-866-960-3030 or [email protected]

  13. Question: Are your products eco-friendly?
    Answer:

    Yes and no. All of our custom wallcoverings are printed with VOC-Free inks on our state-of-the-art UV printers. Combine those inks with our new Terralon material which is made from over 30% post-consumer recycled content with 0% PVC, you have commercial grade wallcovering that can earn you up to 6 LEED credits on your next project.
    While not all of our products are eco-friendly, we pride ourselves on our constant innovation to eco-based products and our progression into an ever growing sustainable facility.

  14. Question: I have a shipping inquire!! I.E. - International shipments, Expedited Orders, Cut-Off times and Freight Quotes
    Answer:

    Freight quotes are as easy as 1-2-3!
    1) Add your desired items to your shopping cart then click "view cart" at the top right of your screen.
    2) Once there, you can type in your country and postal code.
    3) Then click "calculate" for an immediate quote!

    • If your order is time sensitive, please call to ensure that stock is available before you place your order.
    • UPS and FedEx do not consider Saturday and Sunday delivery days so please order as needed if you expedite your purchase.
    • Weekend orders will not be received until the following business day. Our hours of operation are Monday through Friday, 8 am - 5 pm (PST). All holidays are observed.
    • There is a 7 am cut-off time to ship same day for expedited orders.
    • Please note that made-to-order patterns can take up to 10 days to produce despite the chosen shipping method.
    • Regular Ground service will be shipped within 24-48 business hours of receipt of your order.
    • If the item(s) are on a manufacturer’s back order we will notify you of an estimated shipping date within 24-36 business hours.
    • We do not guarantee any specified deadlines in the customer comment box. It is the customer’s responsibility to time all deadlines accordingly.

    International Customers (please read carefully)
    Your final order total will NOT include any duties, taxes or tariff fees.
    International shipping charges are processed using real-time UPS shipping freights; no hidden processing charges. Some products may have higher shipping charges due to the product’s heavier weight and/or dimensions.
    We are unable to declare a package to enable a waved or reduced COD charge. Meaning, we cannot mark a shipment as "Gift" or any such declaration.
    Duties and Taxes:
    Your final order total will NOT include any duties, taxes or tariff fees. The final carrier will arrive at your door with a COD (collect on delivery) charge that will need to be paid in order to release the package.
    We are unable to estimate what these charges may be.
    o Design Your Wall is in no way responsible, or will be held accountable, for customs charges, tariff fees and/or duties and taxes imposed by any outgoing or inbound (returns) packages.
    o Duties, Taxes and Brokerage Fees can easily add over $50-$300+ (depending on your final order total) to your order and are the responsibility of the receiving customer to pay.
    Once shipped, orders should arrive within 5-10 days depending on customs clearance. Delays may occur while clearing customs and are out of Design Your Wall’s control.
    FedEx International is available upon request only.

  15. Question: Can I expedite an order?
    Answer:

    Yes you can!
    We do our best to keep all patterns in stock and available for expedited shipping, however, it is always recommended to confirm that stock is available prior to placing your order online.
    If the item you have ordered is a custom digital print, samples and an actual order can take up to 10 days to produce before shipping, so please be careful if you're trying to expedite these type's of patterns.

    Freight quotes are as easy as 1-2-3!
    1) Add your desired items to your shopping cart then click "view cart" at the top right of your screen.
    2) Once there, you can type in your country and postal code.
    3) Then click "calculate" for an immediate quote!

  16. Question: What does untrimmed mean?
    Answer:

    Untrimmed goods are always recommended to be installed by a trained professional due to the precision and care needed for a clean installation.
    "Untrimmed" means that the excess paper on the edges of the product will need to be trimmed off prior to your installation. This is a precise process that will require a steady hand and large straight-edge to trim correctly.
    You may at times need to trim into the pattern itself to find the true horizontal repeat. If in doubt, please contact customer service for tips and advise on where this repeat may be. If trimmed incorrectly, returns will not be accepted, sorry.

    All flocked, screen printed and digitally printed patterns will come untrimmed so please be aware when you place your order. Grasscloths, as well as items sold per yard, may need to be trimmed prior to installation as well.

  17. Question: How do you calculate shipping costs?
    Answer:

    Shipping charges will depend on several factors including, but not limited to, weight, destination and shipping method. Certain zip codes may have higher shipping charges, or limited services available for that area.
    You can get a real-time UPS shipping quote by adding the desired items to your cart and selecting the "view cart" button on the top of your screen.

  18. Question: How do I figure out how much wallpaper to order?
    Answer:

    On each item page, you will be able to locate the "How much do I need?" button. Here, you can add additional overage (typically 15-20% if desired) and calculate the needed quantity to add to your cart. Please remember that these are only recommendations and should be confirmed with a trained installer if in doubt.
    You can type in unit of measurement, metric or US survey scales. For Example: 3 feet, or 45 centimeters
    You can also add walls if an overall dimensions is not available.

  19. Question: I need more of what I ordered. What should I do?
    Answer:

    Wallpaper is manufactured in batches. Each batch will be given a unique dye lot number (or batch number) that will indicate which batch in the manufacturing process you have received.
    If you are placing a 2nd order for the same material, it is imperative that you confirm that the dye lot you need is still available or shading differences may show when two batches are installed. It is the customer’s responsibility to document all received dye lots.
    Once confirmed, you can input this information in the customer comment section on your order. If this is not indicated on your order, we will be unable to guarantee that the needed dye lot will ship.

    Once hung, claims for labor, shipping fees or merchandise are not accepted if the original batch is no longer available, sorry.

  20. Question: QUICK TIPS AND TERMS: (full terms and conditions should be viewed in their entirety)
    Answer:

    Below is a brief summary of our terms and tips to ensure a successful order. Our full terms and conditions should be viewed in their entirety before placing any orders.

    • We recommend ordering a sample of all patterns as monitors and images online may vary from the actual item.
    • Cut yardage and made-to-order items, among others, are not returnable.
    Dye lots: Wallpaper is manufactured in batches. Each batch will be given a unique dye lot number (or batch number) that will indicate which batch in the manufacturing process you have received.
    If you are placing a 2nd order for the same material, it is imperative that you confirm that the dye lot you need is still available or shading differences may show when two batches are installed. It is the customer’s responsibility to document all received dye lots.
    Once confirmed, you can input this information in the customer comment section on your order. If this is not indicated on your order, we will be unable to guarantee that this dye lots will ship.
    • Proper surface preparation is essential for quality installations. Surfaces must be clean, smooth, dry and structurally intact before installing any wallcovering.
    Glossy and non-porous surfaces should be primed prior to installation of wallcovering.
    All primers should dry completely before wallcovering is installed.
    A smooth, matte surface is needed for any wallcovering to properly adhere to your wall.
    Once hung, claims for labor, shipping fees or merchandise are not accepted under any circumstance, sorry.
    • Slight variations in color and texture may occur and are normal. Actual rolls may vary slightly from your sample and are only a dye lot difference discussed above.
    • Make sure all measurements are accurate and that your installer has confirmed the needed quantities for your project.
    • Design Your Wall is only able to provide recommendations as all projects vary. It is the customer’s responsibility to confirm the needed rolls for each project.
    The online calculator and any phone conversations will not be held liable as all information should be confirmed by the installer.
    • Claims for labor, shipping fees or merchandise will not be accepted for inaccurate recommendations as we are unable guarantee an exact roll count.
    • Upon receiving your wallcovering and prior to installation, please examine all goods immediately to make certain the pattern number (SKU), size and quality are satisfactory and as ordered. Claims must be declared within 30 days of receipt, no acceptations.
    • Absolutely no claims for labor are accepted under any circumstance.