FREE STANDARD DELIVERY ON ORDERS OVER £30
×

Registration

Profile Informations

Login Datas

or login

First name is required!
Last name is required!
First name is not valid!
Last name is not valid!
This is not an email address!
Email address is required!
This email is already registered!
Password is required!
Enter a valid password!
Please enter 6 or more characters!
Please enter 16 or less characters!
Passwords are not same!
Terms and Conditions are required!
Email or Password is wrong!
General FAQ

Why can't I make a payment at checkout?

Debit and credit card payments can be unsuccessful for a number of reasons(*Please see section below.). If an error message appears on your screen after you try to pay, or if we confirm your payment has not been successful, then you have not been charged. Please contact us to support@decowall.co.uk if the errors continue.

・Payment Declined - By Your Bank
The most common reason for an unsuccessful card payment is that your bank has declined it. The best way to resolve this is to give your bank a quick call, let them know it is you making this payment and that Infeel(UK)LTD T/N as Decowall is a trusted recipient. Once they've confirmed this, your next attempt should be successful. Your bank might also stop your card payment if there isn't enough money in your account or if you have a per-transaction limit.
・Browser Issues
Please try again after clearing browser history or try on another web browser. Also, Some anti-virus or firewall software can affect your card payment. With anti-virus software, please add Decowall to the list of "safe merchants".
・Payment Declined - By Decowall
In order to protect you from potentially fraudulent activity, we can also deny your payment. This is often because your card has been issued in a country, which we do not currently support. If this is the case, you'll need to use an alternative payment method - either a bank transfer or a different card.
・Other
In the majority of cases, card payments are unsuccessful due to one of the four reasons above. If you see a more generic error message, the best option is to try an alternative payment method. You can of course always contact us to support@decowall.co.uk.

Can I apply wall stickers on textured wall or any other surface like furniture?

Please note that they may be less adhesive for our wall stickers which are designed to stick best to flat and normal matt emulsion painted surfaces. Although we do not provide the samples for the wall stickers, we kindly recommend all our customers to carefully test a little piece of your purchased sticker before applying them onto the dedicated surface. This will then prevent unnecessary damage to the wall.

If I received wrong item or stickers are starting to peel off from the wall, how can I resolve the issue?

We are sorry for the inconvenience and please contact us to support@decowall.co.uk with some pictures and your order ID so we can help you out ASAP!

Can you deliver to PO box address?

Most of the deliveries to PO boxes failed and get returned to us, so we don’t deliver to PO box addresses. Therefore, customers specially requesting to use PO box address, please note that we cannot take any responsibility for missing or returned goods.

If I haven’t received my order, how do I track my order?

Please allow at least 5 working days within the UK and 10 working days if outside the UK and in the unlikely outcome that you still have not received your item from us, please contact support@decowall.co.uk with your order number or your order details so we can find out what happened with your delivery.

Can I order over the phone?

If your desired product is available then yes, of course, this order can be completed over the phone. You can choose your delivery method as well. However, we can only accept Bank Transfer and Paypal over the phone.

Registration

How do I create an account?

Please sign up using our registration page. You can find by clicking the “LOG IN” or “MY ACCOUNT” on our Website. Go to “Create an account” below the “New customers” section. You will need to enter your email address and a password consisting of 5 – 20 letters and/or numbers. Decowall registration takes only a couple of minutes to complete.

What should I do if I forget my password?

Don’t worry if you have forgotten your password. Go to the “LOG IN” section where you’ll see a “Forgot Your Password?” link. Click on it and simply enter the email address you registered with us. We’ll then send you an email containing instructions on how to reset your password. Do ensure you check your span/junk folder as occasionally our email may have been directed there.

How do I check my purchase history?

To view information on your past orders, please log into your account and simply check “My Orders”.

How can I change my name, email address or contact details?

To amend your details, please log into your account with your username / email and password then click on “Account Dashboard”. Click the “edit” button where you can proceed to update your personal information.

Why do I need to sign in?

This will make your checkout process much easier. When you sign in and register with our website for the first time, you can update your account information which remembers your contact details, delivery address, and payment information. Once entered, your details will be stored securely in your account and you will not have to re-enter them again when you order again from Decowall. You will be able to track your order status and order history with us. You can access your account information easily at any time and edit any of your account details.

Order & Payment

If an item is not in stock online, can I still order it over the phone?

If your desired product is available then yes, of course, this order can be completed over the phone. You can choose your delivery method as well. However, we can only accept Bank Transfer and Paypal over the phone.

Can I find out when a product that is out of stock comes back in?

Unfortunately, we’re not able to be specific on our website as to when each individual stock line will be back in.

Can I save items in my basket and return to them later?

Your chosen products will remain in your basket. You may return to them later, however, the products are not reserved until the checkout process, therefore, we cannot guarantee that they will still be available to purchase.

How can I find products on the website?

Our Search Engine works by checking your search terms against all the product titles, product information and product codes currently available on the website. It then shows products on the page that best match your query. The Search engine will also try to match your query with similar relevant terms. If you can’t find what you’re looking for, try browsing relevant pages using the navigation bar at the top of the website.

How do I track my order?

If you are having trouble tracking your order, you can contact us via Email(support@decowall.co.uk) or telephone(+44(0)208 974 6200).

Can I change or cancel an order?

In some circumstances we may able to change or cancel your order, so please give us a call. However, if you’ve received an email confirmation that your order has already been dispatched or delivered, then you will need to follow our returns procedure in the event of any unwanted products.

Can I change my delivery address?

- When placing your order, you can add a different delivery address if you wish.
- If you have already placed your order and need to change details of the delivery address, remove items from the order or cancel it completely and give us a call for advice. Please be ready to quote your order number and order date. This can only be completed before your order has been dispatched..

How do I pay for my order?

Simply click on Checkout after you have chosen your product/s, and you will be guided through to the payment process. We offer various ways for you to pay for your order.

Which payment options do you accept?

- We accept cards, cheques(made payable to Infeel(UK)LTD T/N as Decowall). We also accept Bank Transfers; please contact us at support@decowall.co.uk for details.
- Cards that are accepted are; Visa; MasterCard; Maestro; Pre-Paid Master Card, Paypal and Sage Pay.
- When entering your card details please ensure that you check the following:
• You have entered the correct card type (e.g, Mastercard, VISA)
• You have entered the card number correctly (the longest number shown on the card)
• You have used the correct cardholders name
• You have entered the expiry dates correctly

Visa Credit payments supported by WorldPay Visa Debit payments supported by WorldPay Mastercard payments supported by WorldPay Maestro payments supported by WorldPay JCB payments supported by WorldPay

 

1. BACS
Bank Name : HSBC
Sort Code : 40-26-12
Account number : 92142023

For international payment please contact us on support@decowall.co.uk for further information.

2. PayPal
sales@infeel.co.uk

What is the card validation/Security code?

The validation/security code is the last 3 digits of the number printed on the signature strip on the back of your card

Why has my payment been refused?

Please contact your card issuer for details on why your card was refused.

Are my credit or debit card details saved in my account?

If you have set up an account that requires a password, and you have provided us with card details previously then yes, your details are securely stored at the checkout process. If you wish to change or update these, please call our customer service team using the contact details at the bottom of the page when you are next ordering from us.

What is Verified by Visa?

Verified by Visa is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. This gives an extra layer of protection when you shop online.

Delivery & Return

How much does UK delivery cost and how long does it take?

We offer 3 different UK delivery methods for wall stickers, window films and self-adhesive wallpapers.

For Wall stickers:
• UK Standard: £2.95, usually takes 2 – 3 working days, same day dispatch on orders by 4 pm.
• UK Recorded & Signed For: From £4.50, usually takes 1 – 3 working days, same day dispatch on orders by 4 pm.
• UK Express: From £7.50, Next working weekday (weekend excluded), Guaranteed Delivery, same day dispatch on orders by 2 pm.

For Window Films & Self-Adhesive Wallpapers:
• UK Standard: From £4.50, usually takes 2 – 3 working days, same day dispatch on orders by 4 pm.
• UK Recorded & Signed For: From £5.50, usually takes 1 – 3 working days, Tracking service available, same day dispatch on orders by 4 pm.
• UK Express: From £7.50, Next working day, Guaranteed Delivery, same day dispatch on orders by 2 pm.

• Please note that those items exceeding the width of 120cm or the weight of 2kg will be sent using courier service (next day delivery) and be charged above £7.50.

How much does it cost and how long does it take to deliver items outside the UK?

We offer 2 different delivery methods for wall stickers, sticky back vinyls, window films and self-adhesive wallpapers to outside the UK.

For Wall stickers:
• EU Signed For: From £12.95, usually takes 5 – 8 working days, Guaranteed Delivery, Tracking service available, same day dispatch on orders by 2 pm.
• Rest of World Signed For: From £18.00, usually takes 7 – 14 working days, Guaranteed Delivery, Tracking service available, same day dispatch on orders by 2 pm.

For Window Films & Self-Adhesive Wallpapers:
• EU Signed For: From £20.00, usually takes 5 – 8 working days, Guaranteed Delivery, Tracking service available, same day dispatch on orders by 2 pm.
• Rest of World Signed For: From £40.00, usually takes 7 – 14 working days, Guaranteed Delivery, Tracking service available, same day dispatch on orders by 2 pm.

How long do I have to return an item?

- If you are unhappy with your purchase, you may return unused products, for any reasonable reason, within 30 days of the date of your original purchase from our website.
- All returned wallpaper/window films must be in the form of unused and unopened rolls. We do not accept returns of opened rolls. You can email us at support@decowall.co.uk to return the products
- You will have to return the item to: Decowall Unit 17, Kingsmill Business Park, Chapel Mill Road, Kingston-Upon-Thames, Surrey, KT1 3GZ

My delivery has arrived damaged, what are my options?

We will replace any products due to manufacturing defects or shipping damage within 30 days of purchase. There is no restocking fee and in any cases we won’t ask you to send anything back to us.

How long will it take to get a refund?

As soon as we have received your item in original condition, we will issue a credit to your account. Credit will be issued minus a return freight fee (where applicable), and original shipping fee.

Wall Stickers

What are the stickers made of?

Wall stickers are made from a very thin matt vinyl product. This gives them the appearance of a stylish, hand-painted mural. Our matt vinyl is thin with a strong adhesive backing which lasts and prolongs the duration for the stickers to remain on the surface. (in some cases this may damage the surface depending on the condition of the wall/glass/wood etc.)

I've just painted my wall, can I stick my wall decal on straight away?

If you have just decorated, you should wait for them to be completely dry at least 6 weeks before you apply your wall sticker (Please kindly consider the temperature, dampness, and environmental factors can cause and change the condition of the wall. For example, drying time) This is to ensure that stickers are adhesive and the wall may not be completely dry. For the best result, as all the paints are different, ensure that the paint on the wall is totally dry.

Do wall stickers stick to all surfaces?

In general, providing your wall is smooth, flat and correctly prepared they will stick well to your wall. If the surface is rough and textured, stickers will not last as long.
Although we do not provide the samples for the wall stickers, we kindly recommend all our customers to carefully test a little piece of your purchased sticker before applying them onto the dedicated surface. This will then prevent unnecessary damage to the wall.

Can the wall sticker be reused and repositionable?

They are supposed to be a 1-time use product. However, some customers expressed they have been able to move and re-apply them, depending on how long it had been applied. However once removed they cannot be re-applied.

Are wall stickers easy to apply?

Yes, every product has the miniature version of the finish however you can be more creative to apply stickers in your own way of designing the wall.

How long will my wall stickers last?

If you take care of it, it could last for years. We recommend that you try to keep your decal dry and away from direct sunlight.

Can I put my decal in a bathroom?

Yes. However, moist and humid areas will have the effect of reducing the life of the adhesive.

How do I remove wall stickers?

The most important aspect to removing the sticker is to remove them very slowly and gently - if they are ripped off and not gently eased off the walls then damage can occur. Perhaps use a hairdryer on a very low setting to help soften the adhesive of a more stubborn decal and assist with removal.

Will the decal cause damage when removed?

Our wall stickers using eco-friendly and non-toxic glue are easy stick on the wall and removed. However, we CANNOT guarantee that wall stickers will not damage the wall, as all walls are different. It could be damaged in case of external factors (i.e. temperature, humidity, wall material). Also, we DO NOT accept any responsibility for damage caused during the application or removal of any wall stickers so apply and remove carefully.
Wallpaper

Are the images accurate on the website?

We always try our best to supply the highest quality images but due to screen variations colours may vary slightly - We would always recommend ordering a sample prior to purchase. (Requesting Sample is available for Wallpaper, Sticky Back Vinyl and Window film.)

Can I hang new wallpaper over the top of existing wallpaper?

It's possible but we wouldn't recommend it as it will result in a slightly imperfect finish. Wallpaper will also not stick to textured or vinyl coated wallpapers. Remember to apply on a smooth clean surface without any texture before applying them.

Should the design on the wallpaper always come off the roll the correct way up?

No. It very much depends on how the wallpaper is manufactured and designed this may differ. Always unroll the wallpaper and check prior to cutting and hanging.

What is the difference between pattern 'repeat' and pattern 'match'?

The pattern repeat simply measures the distance between the pattern starting and ending.( for detailed information please contact us providing us with the product code) The pattern match provides a measurement of how offset the pattern is in relation to the strip beside it. Please be advised that for your convenience, it is recommended to have some extra lengths/ spare wallpaper for matching the pattern if needed.

How to give the best finish?

Always using the right equipment is important. When applying the wallpaper on the wall please make sure the wallpaper is lying on the flat surface and use squeegee-like tool to help you with a perfect finish. (All our customers are to be advised majority of all wallpapers give the best result on the flat, even and the smooth surface)

Why do I get air bubbles & creases in my wall paper, even when I’ve smoothed it out?

Bubbles can be caused by uneven smoothing, a weak bond between the wallpaper, or when a drop of paste has not been smoothed out when the paper was hung. To avoid the risk of air bubbles it is best to smooth the first stroke down the centre and smooth outwards from where you started. If you are still hanging the wallpaper and can see a bubble forming, simply lift the wallpaper just beyond the bubble & re-smooth over. If a bubble is identified after drying it is likely to be worsened by pricking or slicing with a needle or knife, as when attempting to smooth over, the slightly stretched section of wallpaper may not shrink back & as a result, it will cause the crease.

Are the wallpapers fire retardant?

Self Adhesive Vinyl (PRO Fire Retardant Vinyl Film) products INFEEL are made of premium heat resistance and fire retardant material. However, Self Adhesive Wallpaper contains weak resistance towards heat therefore please check with an advisor before purchasing your wallpaper if you require fire retardant.

Can it be used to reform the furniture?

To apply for the smooth & flat surfaces (wood/ glass/ metal) it can be used to reform your various types of furniture at home.

Window Film

What is window film?

Window film is a self-adhesive polyester film that is applied to glass surfaces. It is used as a "retrofit" application for existing glass on cars, homes and commercial buildings in order to upgrade solar control, safety and appearance.

Does every window film product have the sticky backing?

Yes. The majority of our window films have sticky backings and even static cling has its backing (although it would not be as sticky) the sticky backing is to be completely peeled off before applying them to the windows. Please ensure that you are following the steps from our instruction notes provided. (i.e. Spraying the soapy water to adjust the window film allows you to move it into place etc.)

My window film purchased is too sticky I cannot adjust them on my windows?

Please note that the window films are made to adhere to the surface of the window to prolong and stay on as long as they can. Please when installing them to the surface, use soapy water to adjust the position and ensure it is applied correctly to your liking.

My window film backing cannot be peeled off?

Please refer to our website. There is how to apply & tips page where you can view the demonstration video for your window film to be peeled off using scotch tapes.

How do we get rid of the residue remaining on the surface of the window?

The easiest method will be when peeling the window film off from your windows, we advise you to use the hairdryer and proceed with care, slowly remove the film so that there will be less damage to the surface. Please kindly be advised that using a stain remover or chemicals like alcohol or acetone (nail polish remover) may also be handy and useful to remove any residue.

Can I re-use the window film?

Yes, we have a static cling window film which can be re-used.

Would the window film damage the window at all?

Unlikely. In extremely cold weather sometimes the glass can be damaged due to a temperature fluctuation that may cause crack on the window. Our window films can help prevent further breakage when fragmented broken glass can be dangerous. Please contact your local/seller of your window glass for fault caused or defect as soon as possible.