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F.A.Q.

Most questions are answered in our customer service information sections or in the information below:

Short Cuts to FAQ's

Would you be able to send me a catalogue please?
Do you have a shop?
Are there products that are easier to remove?
What happens if I stick the removable self adhesive products to the wall and I want to re-position them?
How much wall damage will traditional paste borders and wallpapers cause?
My landlord will not let me decorate so can I use removable self-adhesive borders safely?
How long do I have to wait after painting before putting up my border?
Why doesn't my border hung with paste stick?
Why don't my removable stickers or borders stick?
How do I prepare surfaces that are too shiny, not matt enough or textured effects?
Why cannot parcels be sent using other methods of delivery such as ordinary parcel post?
I think I selected the incorrect shipping and handling option.
Why was my email not answered?
Do you ship to Australia, USA, New Zealand, Canada and the UK?
Do you ship to other countries?
Can I pay by C.O.D?
Can I pay by Money Order?

Would you be able to send me a catalogue please?
We do not print paper catalogues in an effort to keep our costs as low as possible. Increased costs would lead to higher prices for our customers.

Do you have a shop?
We do not have an address that you can visit as we do not have a retail outlet or a display to show goods so do not offer the display capability. Many items are ordered from the supplier the same day they are ordered at our store and then shipped to the customers. We realise this is inconvenient not having a store front but that is the nature of an online business. It also keeps our prices down by not having shop front costs so our customers benefit by good prices.

Are there products that are easier to remove?
New wallcovering substrates reduce wall damage when removing them. Easy-walls and SureStrip are examples of this type of product. This information is detailed within the items information. We also have borders and stickers especially designed for easy removal and repositioning. Check out the Kids Decals, Disney, Popular Characters and Home Decor for these great stickers, borders and murals.

What happens if I stick the removable self adhesive products to the wall and I want to re-position them?
You can easily remove the removable self adhesive products off the wall within a the first few days of applying them (subject to conditions such as the wall covering, room temperature and exposure to sunlight). If you decide to remove the products after a few years they will still be easy to remove without damaging the underlying surface but we cannot guarantee that they will stick to a surface when re-applied.

How much wall damage will traditional paste borders and wallpapers removal cause?
Some of the types of borders we sell are permanent so will mark the walls when you try to remove it. For vinyl wallcoverings, the vinyl part of the product is usually is peelable and then you strip off the back section. It is easier with steam. The wall would require redecorating then with new paint or new wallpaper/border if you removed it. The amount of damage depends on the quality of the wall and the preparation done prior to decorating with borders and wallpapers. Look for removable sticker and border options for removable and reusable products.

My landlord will not let me decorate so can I use removable self-adhesive borders safely?
If you landlord has specifically banned decorating you should seek approval before doing anything as you may be breaking your lease terms and lose your bond. Check out the our range of great stickers, murals and matching borders in the Kids Decals, Disney, Popular Characters and Home Decor categories as they are designed to be removable. While these products have passed the test of time, if the wall is damaged or old, removing may cause some extra damage. Using a hair dryer to warm the adhesive can help with removal. Some other self-adhesive borders we stock are not fully removable. Again, using a hair dryer may help with lessening removal damage. To be safe you should get approval from the landlord before undertaking decorating that may not be approved.

How long do I have to wait after painting before putting up my border?
Borders should not be hung on fresh paint. The paint needs time for all the volatiles to evaporate. If the paint is covered with a border then they have no where to evaporate and will react with adhesives and paste. Parts of the border may come off the wall if the adhesive is compromised. The time to wait can vary from weeks to months depending on the humidity, room temperature, season. Some manufacturers quote a minimum of 72 hours. 3 weeks is the minimum we would suggest from experience. If you also read the following question on why borders do not stick this will help you avoid further adherence problems. Preparation is very important.

Why doesn't my border hung with paste stick?

There are a number of reasons why some borders do not stick. Most are related to the surface, surface preparation and hanging techniques.

  • Border should not be hung on fresh paint. Wait until the paint has really dried.
  • The surface is not clean and dry. Correctly prepare the surface.
  • The surface is not matte enough to let the adhesive grip. More preparation is required
  • The surface is textured, e.g. suede effects. More preparation is required.
  • The floor has recently been polyurethaned. Wait until the floor volatiles have evapourated.
  • The border is being hung over vinyl wallpaper. Use border adhesive instead of paste.
  • The prepasted border was left too long in the water bath so the paste washed off. Remove the border earlier from the bath.
  • Too thin a paste mixture is being used. For heavier papers use a thicker paste mixture.
  • While hanging the border too much paste was squeezed out. Use a soft cloth or wallpapers brush to smooth the border down into place. Do not use a ruler, for example to scrap across the border and squeeze all the paste out.
  • Borders are not left long enough to "book". Borders should be left a few minutes between pasting and hanging to allow the paper to relax and start the process.

Why don't my removable stickers or borders stick?
The following has been supplied by one of our suppliers so we are including it here so that you avoid problems with the sticking up of your stickers and other removable borders. It also gives useful help for permanent self adhesive products.

Be assured we have not had problems with our products quality however as we have been given the information we decided to pass it on to customers so that customers can avoid creating problems themselves. Occasionally some customers have problems with some stickers not sticking to their walls. Problems with not sticking are typically related to the wall surface itself or if the wall is not prepared properly rather than the actual borders or stickers. There are a number of other events that can interfere with the adhesion of these borders or stickers:

  • If you have recently repainted the wall, you need to wait about six weeks, especially in winter as paint drying time increases, before you can put anything on to the surface. This is because the drying process of paint is really evapouration of the solvents in the paint itself. These solvents will find their way into the adhesive on the stickers and render the "stick" ineffective.
  • The manufacturers recommend cleaning of walls before sticking up the product, we suggest you use a product like sugar soap or something similar to get rid of the grime that builds up over time in even the cleanest of households. Then all of the soap must be cleaned and rinsed away.
  • Make sure it is really dry & dust free before applying stickers.
  • Another problem is trying to put stickers on to painted surfaces which have "Teflon", "silicone" or similar additives to make them "wash and wear". Quite properly, these paints have been designed for things not to stick to them to make them easy to clean.
  • Apparently if you have "polyurethaned" the floor in the room recently this can cause a problem. Once again, the process for this drying is very slow (sometimes three months). The fumes that come off the floor are the solvents which will affect the adhesive in the stickers.
  • Some customers have reported problems with concrete, cement and rendered walls. Also suede effects and other rough surface paints do not allow sufficient surface area to stick to the wall.
  • There are cases when little fingers kept removing and putting back the sticker so the adhesive just lost stickiness and got dirty.
  • Or occasionally the stickers are not pressed on hard enough.
  • It is also recommended that you lay the stickers flat under a phone book or similar for 24 hours.x
  • It is recommended that you leave doors open in very hot weather as very hot rooms will soften the adhesive.

How do I prepare surfaces that are too shiny, not matte enough or textured effects?
Many paints are not designed to have pasted borders just hung up on them. For example, imagine trying to paste something to a non-stick fry pan and expecting it to stick well. This is what happens with wash & wear paints with a high content of Teflon type ingredients. Or the rough nature of the textured or suede surfaces does not give a good grip for pastes to adhere to sufficiently. Firstly you need to mask the area where the border is going to be stuck. Use a special painters masking tape so you do not damage the rest if the painted surface. Then sand the painted surface to remove the shine or ruff textured surface. Then you will need to use a border adhesive painted onto the back of the border, as this actually etches the wall surface so there is something to grab onto. Apply liberal quantity of thick border adhesive to back of border and affix to wall. Rub down gently with soft cloth. Clean up excess border adhesive with damp cloth.

I think I selected the incorrect shipping and handling option
Occasionally customers select the incorrect shipping option. Most orders are charged the $9.90 Orders Shipping Charge unless noted on the items information, samples or non-Australian or non-New Zealand order. We will contact you to help sort out your order.

Why was my email not answered?
Most emails are answered so the most common reason emails appear to not be answered is that the reply was rejected by your Internet Service Providers (ISP) server. The reasons for this include that they do not recognise the email address you provided, your mail box is full or it has been placed in a SPAM or JUNK mail box or your ISP system is down. Check out your SPAM box or that the return or reply address is correct in your mail software and checking with your ISP about email problems may help solve this issue for you. A small number of emails are rejected by our systems because of virus and spam problems. These emails are deleted to protect ourselves and our customers.

Do you ship to the Australia, New Zealand, USA, Canada and the UK?
Yes ship to Australia and New Zealand via the local online shops AU Decorheaven or NZ DecorHeaven. To help you out with a hard to get items we will also ship to USA, Canada and the UK. Payment needs to be by credit card. You can find more details on Non-Australian and Non-New Zealand Orders.

Do you ship to other countries?
We do not ship to any other country than Australia, New Zealand, USA, Canada and the UK?

Can I pay by C.O.D?
We do not offer C.O.D. because if the customer does not pick up the items this involves a cost for us. We accept payments by credit cards via PayPal or can organise to collect over the phone or direct deposit.

Can I pay by Money Order?
We do not offer money orders as a payment method as many of the previous customers using this option did not pay causing a lot of follow up emails and work managing stock held for them. To continue offering this option a price rise would be required to cover the additional costs and we did not want to increase prices for our other customers.


Need more help?

If you cannot find an answer to your query in our information sections or the FAQ above, please Contact Us for help.