Frequently Asked Questions

Questions about my account.
How do I register my products in a wishlist ?

 

When you like a product but you don't have time to buy it now, save it in a wish list by clicking on the "Add to wish list" on the product page.

 

To access your wish list and see those saved products, click on "My account" on the top right hand side of the screen, then "Wish list".

 

From your wish list, you can add the articles to your basket by clicking on the logo "Add to basket" and then access your basket buy clicking on "Go to cart" at the bottom right hand side of the page.

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Question about our products.
How to use That'sMyWall the self-adhesive canvas ?

The self-adhesive canvas is a self-adhesive support that can be coloured or painted, That'sMyWall can be brought to life with different kind of tools :

  • colouring pencils
  • Pastels
  • Felt-tips
  • Poster paint
  • Acrylic paint...

That'sMyWall can be cut if needed (use sharp cisors or cutter).

Its unique self-adhesive canvas can be sticked on and off, your sticker is therefore :

  • Very easy to install, no air bubble, no mistake, no marks on the walls,
  • Very easy to peel off the wall and be moved somewhere else.

Deco Ideas with That'sMyWall :

  • I create my own giant decoration ! This is an idyllic frame to let the children express themselves and have fun : everything is aloud safely ! This is an amazing idea for schools or to create a unique souvenir of a birthday party or a wedding etc.
  • I create my own wall-paper ! Create a unique atmosphere (your color, your patterns), Take it easily off the walls when ever you want to ! Personalize your deco by creating your home-made wall-paper. You can as well create a lovely bedhead for your bedroom, check this out.
  • Je crée mon œuvre d’art ! Créez de façon ludique, grâce à un support qui offre une multitude de possibilités (couper, coller, peindre…)

 

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How to use our colouring stickers ?

Our colouring stickers are stickers to be colored or painted, you can use different tools to colour them up :

  • Colouring pencils
  • Pastels
  • Felt-tips
  • Poster paint
  • Acrylic paint.

Our colouring stickers or our Printable stickers can be cut if needed (use sharp cisors or cutter).

Thanks to its unique self-adhesive canvas our stickers can be removed and placed somewhere else easily :

  • Very easy to install, no air bubble, no mistake, no marks on the walls
  • Very easy to take off and place somewhere else without leaving marks on the wall or any other support.

 

Try them, you will love them !

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How to unstick a sticker ?

If you want to unstick your sticker from a wall, you have different ways you can take reagarding the fact that your sticker can or cannot be repositionned. The golden rule it is to take your time and act with delicacy and patience.

 

  • To unstick a removable sticker : Your sticker should be very easy to peel off the wall without leaving any glue marks on it. However you can soften the glue using a hairdryer and gently and delicately unstick the adhesive off the wall. Always start with an edge and warm up the stickers surface and the glued face being unsticked.
  • Pour enlever un stickers non repositionnable : Your sticker needs to be warmed up with a hairdryer to soften the glue or even melt it. In that case, we will not hesitate to warm up the sticker a little bit more. Start with the external face of the sticker, delicately peel it off the wall and, using a spatula (wood or plastic but not something sharp) placed between the wall and the sticker, carrefully stick off the adhesive little by little. Proceed the same way on the whole surface. Use the heat that will activate the glue and make it melt so it is easier to peel off. 
  • Tips :
    • To unstick a sticker on a painted surface or a wooden painted surface (a water resistant surface) you can use warm soapy water on the hole surface of the sticker to soften it.
    • To avoid the glue to stick to your spatula you can apply a cloth slightly oiled on the sticky surfauce of the sticker you are peeling off.
    • If you have marks of glue still visible your can try to erase them with white vinegar, alcohol, stain remover, nil polish remover, acetone or white spirit. Try it on a small and unexposed surface before, to make sure that it won't damage your support (it is recommended to take all the safety measure while using any chemicals).

 

If you want to share your tips and tricks to unstick a sticker from a wall or any other surface, contact our customer service or join us on facebook !

 

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Why does my sticker come loose? What can I do ?

 

There are different possible reasons regarding the fact that a sticker can come loose :

  • The sticker has been put on a unsmooth surface, a dusty surface, a greasy surface, a surface painted with a particular type of paint, a surface with fibers (Raw wood or covers in fiberglass),
  • The Sticker is subjected to temperature differences (sticker stuck close to a source of heat or on a badly isolated wall)
  • The Stickers hasn't been unfolded and put to room temperature during at least 24 hours before the pose etc.

Here is what you can do :

  • Dust and prepare a clean and dry surface before putting your decoration stickers.
  • Consult our tricks on the page technical advices (hairdryer to activate the glue or the bomb(spray) of glue repositionnable to strengthen the holding of stickers)
  • Contact the customer service which is at your disposal to help you (Send photos to help us diagnose the problem. Note that no complaint can be taken into account without photo and possible return of the product, so please, keep your product).

 

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Where can I stick the wallsweethome stickers ?

 

  • Put your stickers on any clean, smooth and dry surface. That is painted walls, furniture, doors, stone floor, household electrical appliances, mirrors, wood paints or varnished, objects (suitcases, exercise book, jars, boxes) etc.
  • Do not put stickers on a bumpy, dusty, geasy or wet surface.
  • If you put stickers on a painted surface: the paint must be dry and it's better to wait one month to put your sticker (which gives the paint time to dry well and react with its support).
  • We noticed that certain types of paint can make the holding of the sticker more difficult (in particular paints containing silicone). Make a try of holding before applying your sticker.
  • Our products are designed to be put indoor (except our micro-drilled privacy stickers). Avoid putting stickers too close to a source of heat in order not to alter the adhesive power of the glue.
  • If necessary, consult our tricks on the page Technical Advices.
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Are the stickers removable ?
  • Our stickers are removable only when you install them. Committed to offer you quality products, we are careful to offer you products easy to install but also whose glue offers a proper holding on most of the surfaces whatever the size of the sticker. Indeed, after several tests by our R&D team, it seems that removable stickers cannot suit for large formats, the glue is not strong enough to support the weight of the sticker.
  • Exception : PAY ATTENTION, Bear in mind that our textil stickers are totally removable (adhesive wall frieze for children, all the colouring stickers, adhesive deco pannels, That's My Wall, MyPhotoStick). Thanks to its canvas structure and removable glue, this fabric offers an easy installation and an infinite removability (the sticky part should never be covered with dust or grease).
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How do I stick on my product ?

 

  • In general, stickers must be put on a clean, smooth and dry surface (not on a dusty, greasy, wet, porous or textile surface). Avoid putting them too much near a source of heat (radiator). It is also advised to leave the product to rest at room temperature for 24 hours before putting it on the wall.
  • If you want to install your sticker on a painted surface, allow the paint to dry for at least a month before sticking the sticker.
  • For more informations, tips and advices go to our Technical Advices Page. You will find instructions of use for all types of stickers, as well as tricks on how to stick them on.
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Where do the wallsweethome stickers come from ?

 

Products sold on WallSweetHome are products conceived in our workshop (printed and designed) in the North of France.

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Question about the design on-line.
Can I return personalized products ?

 

Designed online products are made-to-measure, you can't return them or use your right to withdraw. Indeed, those products are produced on demand and clearly personnalized in term of size, color, patterns, pictures or print media.

 

All the products designed with the online personalization softwear smart|editor, are automaticaly personalized products and produced on demand. Those products can't be the object of using your right of withdraw. On regard of the decree nº 2001-741 du 23 août 2001 art. 5, art. 12 Journal Officiel du 25 août 2001 and the decree nº 2005-648 du 6 juin 2005 art. 1 I Journal Officiel du 7 juin 2005 act in force Decembre the 1st, 2005 from the Code de Commerce, the right to withdraw can't be used, unless agreed differently between the parts, for the supply contracts of goods made according to the specifications of the consumer or clearly personalized (size, colors, etc.) or, because of their nature, which cannot be returned or may deteriorate or expire quickly.

 

NB : We are doing our best to bring care, attention to detail and quality to our products and give you the best service. If however, a personalized product presented a defect, keep this product and contact our customer service by e-mail explaining them the problem in details. Join pictures to your claim to prove the default. The customer service department will decide how to answer your claim. Keep your product, even defective, as it may be asked for return at any time. Without any objective evidence (i.e. the product is thrown to the bin), we can make neither exchange, nor return, nor refund.

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How do I save a personalized product ?

To save a personalized product in your wishlist, click on the icon "diskette" on the bottom right of the left menu (cf. picture underneath).

By saving your creation in your wishlist you will be able to see it or change it later on before adding it to your cart.

 

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How to use our design on-line softwear ?

 

Our software of on-line customization (Smart|editor) is a software which allows you to create your own sticker or your own on-line wallpaper in few clicks from your photos or banks of photos provided you with (fees applying).

Create your sticker in 6 steps :

  1. Open the software smart | Editor. 
  2. Difine the size you wish for, or personalize your dimensions when possible (box 1).
  3. Choose an image (box 2) amongst
    • your pictures (Upload Pictures, box 3),
    • the fotolia images catalog (rights to image fees, box 4),
    • the Pattern Design patterns catalog (rights to image fees, box 5).
  4. Modify the image
    • height, width, centre etc (box 6).
    • add text if needed (boxes 7).
    • Modify the patterns colors in pattern design if you wish.
    • It is possible to come back to the previous action (buttons DO/UNDO box 8).
  5. Consult the overview of your created product by clicking "overview" in the basket (box 9).
  6. Ayour creation to the basket ("Add to basket" at the bottom right, box 10) or save your creation to come back to it later (Diskette in the left menu, box 11).
  7. To consult the detailed pric clic on "Actual price" (box 12)
  8. To go back to the online shop click on "Back to the shop" at the top left or bottom right of the page (boxes 13). 

ATTENTION save your creation before returning to the shop if you wish to return to it later!

 

 

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Questions about coupons.
When does my coupon apply ?

 

Your promotional code applies in the cart when it is activated. The reduction applies before the calculation of the shipping costs and applies to all or part of the order according to the definition of the promotional code.

 

  • Case 1 : Coupons for the whole website.
  • Case 2 : Coupons on products group.
  • Case 3 : Coupons on a specific product.
  • Case 4 : I have a coupon.

If your promotional code is not working please contact our customer service.

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How do I use my coupon ?

If you received a coupon or a promotional code, you have to register it in the cart and activate it.

  • Register the promotional code or your coupon code in the box "Enter your discount code" (Box 1).
  • Then click on "Activate" to register your code (Box 2). Your code is then activated and taken into account in your cart amount.

 

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Questions about an order.
Do you offer wrapping gift option ?

 

  • For the moment, we do not offer the possibility of wrapping your order as a gift. You can nevertheless specify during your order that you do not wish the invoice to be sent in the parcel shipping (you receive an invoice by email).
  • If you wish a shipping adress different from a billing address, please specify it in you order or by email (with you order details).
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I want to cancel an order or return a product.

Standard Products

  • Standard products are products with no option of customization in terms of size, color, fabric, image or patterns.
  • On those products, in accordance with the law, you benefit from a right to withdraw of 14 days as from the reception of the order. You have 14 days to send us a declaration of revocation by email and send us back the products or the parcel. The client has to wait for an acknowledgement of receipt of the declaration of revocation to send the parcel back. The return of the parcel is made chargeable to the customer and necessarily in 14 days following the reception of the order. Plage SA makes then a commitment, from reception of the parcel and the check of its state, to pay off all of the order (excluding the delivery fees) in 21 days according to the date of reception of the declaration of retraction. Any damaged on the parcel received, the order cannot be paid off.

ATTENTION : Any parcel sent back further to a retraction, without having informed beforehand to wallsweethome.fr by e-mail or via the contact form, will be refused and cannot be the object of refund.

 

Custom-made Products and personalized products

  • Personalized or custom-made products are products produced on demand or clearly personalized (size, color, patterns, pictures or fabric). All products  declined in several sizes in the catalog and the products created with the smart|editor software are automatically personalized and produced on demand.
  • Those products can't be the object of a return or a right to withdraw. In accordance with the prescription nº 2001-741 of the 23rd of August 2001 art. 5, art. 12 Journal Officiel of the 25th of August 2001 and the prescription nº 2005-648 of the 6th of June 2005 art. 1 I Journal Officiel of the 7th of June 2005 in force on the 1st of December 2005 of the commercial law, the right to withdraw can't be used, except if parties agreed otherwise, for Supply contracts of goods made according to the specifications of the consumer or clearly personalized (size, colors, etc.) either who, because of their nature, cannot be forwarded or may deteriorate or expire quickly.
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I made a mistake on my designed online product, can I correct it ?

 

  • Yes on the condition of : The mistake is only on the text (mistake in the text, oversight of a typeface etc.) AND your demand is made in the 24hs following your order registration.

 

  • Any other type of mistake, won't be corrected.

 

  • If you need to correct a mistake before the end of the 24hrs following your order validation, please contact the customer service. Get your order number, the reference of the product you want to modify and the modification you want to do, ready to explain what you want.

 

ATTENTION : In case the customer service needs to modify your order, you accept, without reserve, that the customer service modifies the error for you without having either seen or validated the new overview. It is thus, with full knowledge of the facts, that the product will be modified, this product can be neither returned, nor exchanged, nor refunded according to our Terms of use.

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May I modify my order if it is validated?
  • If your order is already validated, it is impossible to modify quantities and products. You then have to order again online.

 

  • For order with personalized products, we can modify the text. Please see the question : I made a mistake on my designed online product, can I correct it ? in the FAQS/Questions about an order.

 

  • If needed, please contact the customer service. Prepare you order number and the reference of a product you would like to add and we will do our best to make it happen (except if your order has already been prepared and is on its way for delivery).

 

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How can I order with wallsweethome.fr ?

 

Order in 5 steps :

 

 

Step 1 : Cart/basket

 

  • Add you products to the cart,
  • Go to your cart (Top right hand side of your screen page)
  • Verify quantities. You can modify quantities and products from your basket by changing the number and validation the change by clicking on the round arrow to update your cart (box 1).
  • To delete a product from the cart, click on the cross on the right hand side of "Quantities" (box 2).
  • If you have a coupon or a promotionnal code, please enter it (box 3) and click on "Activate" to register your code in the cart.
  • Validate your cart by clicking on "Checkout" at the bottom right hand side of the cart (box 4).
  • You can still return to the shop by clicking on "Back to shop" at the bottom left of the cart (box 5).

 

 

Step 2 : Address

 

  • Create a new account or log in to your existing account.
  • Register your billing address (fill up all the lines mentionned with a *).
  • If your delivery address is different from your billing address, please click on "Yes" (box 1) and register your delivery address.
  • If you want to leave a note, please use "additional field" at the bottom (box 2).
  • Click on "Next" to validate (box 3).
  • You can return to the cart by clicking on "Previous" (box 4).

 

Step 3 : Delivery

 

  • Choose your delivery options.
  • Click on "Next" to validate (box 3).
  • You can return to the cart by clicking on "Previous" (box 4).

 

Step 4 : Payment

 

  • Choose your payment option (Credit card, paypal, chèque (Only for France, surcharges fees of 4€), Bank transfert (surcharges fees of 4€).
  • Click on "Next" to validate (box 3).
  • You can return to the cart by clicking on "Previous" (box 4).

 

Etape 5 : Confirm order

 

  • Check out your order summary.
  • Click on "Next" to validate (box 3).
  • You can return to the cart by clicking on "Previous" (box 4).
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Questions about online payment.
My order status is "waiting for payment" even though I paid ?

 

A few hours can pass by between your payment and its consideration on our site. If you do not see change after 24 hours, contact our customer service.

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I want to pay by credit card.

Security reminder

  • Your payment transaction is completely secured with the SSL data encryption technology (Secure Socket Layer). In other words, the transfer of the data between your computer and the platform of payment is coded to guarantee a total security of your data during the transfer.
  • We do not register your account details.

Payment using Payline : We accept the following credit cards : CB, Visa, Mastercard moyens de paiement. Payments are made on the secured Payline payment platform. This payment platform is totally secured (using SSL protocol).

Payment process :

  • Validation of account ID,
  • Confirmation of the transaction on the screen and by e-mail.
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My order has been paid twice, what can I do ?

 

If you paid twice your order or you placed 2 identical orders by mistake:

  • Please send us by email a scan or a Print Screen of your bank status showing us the double transaction.
  • We will then be able to proceed to checks and pay you back on your bank account.
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I want to pay by bank transfert.

To pay your order by bank transfert payment :

  • Place your order and tick the "Bank transfert" option (4€ of surcharges)
  • Send us your bank transfert payment with your Name, order number and date of order on our bank account :

 

IBAN : FR76 1287 9000 0100 2210 3981 703

BIC : DELUFR22XXX

 

  • Your order will be placed, produced and shipped after the money arrives on our bank account.

Attention PLEASE NOTE : A few days can pass by before the reception of your transfer on our account. Your order will be produced and sent only after reception of your payment.

 

WallSweetHome PLAGE SA – A l’attention du Service Web – 45 route départementale 943 - Hameau Saint-Martin - 62120 Aire-sur-la-Lys - France

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I want to pay by cheque.

We do not accept cheque, except for the "French chèques". If you do have a French bank account with French chèques then here is what to do :

  • Place you order and tick the box "Chèque" (4€ fees of surcharges).
  • Then send us a French Chèque addressed to PLAGE SA accompanied with you name, order details and date of order to this address :

 

PLAGE SA WallSweetHome – A l’attention du Service Web

45 route départementale 943

Hameau Saint-Martin

62120 Aire-sur-la-Lys - France.

 

  • YOUR ORDER WILL BE TAKEN INTO ACCOUNT, PRODUCED AND SHIPPED AFTER WE RECEIVE YOUR SETTLEMENT.
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Questions about delivery.
I want to exchange a product, what can I do ?

 

  • The exchange is about a personalized product (size, colors, patterns, etc.) : We won't be able to exchange this product. Indeed, In accordance with the prescription nº 2001-741 of the 23rd of August 2001 art. 5, art. 12 Journal Officiel of the 25th of August 2001 and the prescription nº 2005-648 of the 6th of June 2005 art. 1 I Journal Officiel of the 7th of June 2005 in force on the 1st of December 2005 of the commercial law, the right to withdraw can't be used, except if parties agreed otherwise, for Supply contracts of goods made according to the specifications of the consumer or clearly personalized (size, colors, etc.) either who, because of their nature, cannot be forwarded or may deteriorate or expire quickly.

 

  • The exchange is about a standard product : You benefit of a right to withdraw of 14 days as from the reception of the order. An exchange will be considered as a return. The client will have to order again to have another product. You have 14 days to send us a declaration of revocation by email and send us back the products or the parcel. The client has to wait for an acknowledgement of receipt of the declaration of revocation to send the parcel back. The return of the parcel is made chargeable to the customer and necessarily in 14 days following the reception of the order. Plage SA makes then a commitment, from reception of the parcel and the check of its state, to pay off all of the order (excluding the delivery fees) in 21 days according to the date of reception of the declaration of retraction. Any damaged on the parcel received, the order cannot be paid off as the product can't be put back in stock. You can then place another order.
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I want to return my order, what do I do ?

 

  • I want to return my order as my product has a defect. Contact our customer service by email or with our contact form online. In any case, have your order details ready (order number, invoice number, references ordered, order date). You will as well have to bring the proof that your product is defective with pictures. If it is the case, our customer service will tell you what to do to send the product back. You will be paid back as soon as the parcel is back to our office.
    • ATTENTION : If the product has been damaged during the shipping process, this is your responsibility to signal it to the delivery company and refuse the parcel when it has been delivered with signature.

 

  • If you want to return a product because it doesn't do it for you :
    • The return is about a personalized product (size, colors, patterns, etc.) : We won't be able to exchange this product. Indeed, In accordance with the prescription nº 2001-741 of the 23rd of August 2001 art. 5, art. 12 Journal Officiel of the 25th of August 2001 and the prescription nº 2005-648 of the 6th of June 2005 art. 1 I Journal Officiel of the 7th of June 2005 in force on the 1st of December 2005 of the commercial law, the right to withdraw can't be used, except if parties agreed otherwise, for Supply contracts of goods made according to the specifications of the consumer or clearly personalized (size, colors, etc.) either who, because of their nature, cannot be forwarded or may deteriorate or expire quickly.
    • The return is about a standard product : You benefit of a right to withdraw of 14 days as from the reception of the order. An exchange will be considered as a return. The client will have to order again to have another product. You have 14 days to send us a declaration of revocation by email and send us back the products or the parcel. The client has to wait for an acknowledgement of receipt of the declaration of revocation to send the parcel back. The return of the parcel is made chargeable to the customer and necessarily in 14 days following the reception of the order. Plage SA makes then a commitment, from reception of the parcel and the check of its state, to pay off all of the order (excluding the delivery fees) in 21 days according to the date of reception of the declaration of retraction. Any damaged on the parcel received, the order cannot be paid off as the product can't be put back in stock. Please note that only the products will be paid back (not the shipping). For example : I return a sticker that costs 49,90€+shipping, I will be paid back only 49,90€.

 

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I didn't receive my order, what can I do ?

 

  • Consult the following pages regarding the shipping method you choose :  Colissimo or Mondial Relay and type in your tacking code.
  • If you don't have you tracking code, please contact customer service by email.
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I was absent during the delivery, what can I do ?

 

  1. If you choose the Colissimo option :
    • Colissimo Access without signature : Parcel is deliver to your door or on the letter box. If the parcel is too big for your letter box, it is put at your disposal at your post office.
    • Colissimo Expert with signature : The parcel is delivered to your door against a signature. I case of absence, you receive a written notice in your letter box telling you what to do.
    • In the 2 cases, You can track your parcel on the page de suivi Colissimo to see where it is.
  2. If you choose Mondial Relay Delivery :
    • You will be contacted by the company to organise another delivery.
    • You can track your parcel on the page de suivi Mondial Relay to see where it is.
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What is the shipping deadline for my order ?

The shipping deadline depends on the delivery options and products you ordered.

  • Time for processing the order and production : 48 to 72h (some products might take more time to produce), This is that an order of idea and is not contractual.
  • Delivery with Colissimo in France métropolitaine : 48h. Other countries : at least 1 week.
  • Delivery with Mondial Relay in France métropolitaine 24 to 72h. Oter countries : at least 1 week.
  • For other countried, see the shipping page.
  • For a special order or an emergency order, please contact the customer service through the online contact form so that we can arrange something together and find a solution.

For example : I live in France métropolitaine, I order a door sticker on wednesday. I need to wait 48 to 72h for production (friday or monday the following week). Add 24 to 72h for shipping in France métropolitaine. I will receive my door sticker the earlier on wednesday following my date of order.

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Where does wallsweethome.fr deliver around the world ?

 

WSH can organise a delivery almost everywhere around the world. If your country does not appear in the list of countries displayed while registering your address, it means we do not ship in this country. For more information, please read our Shipping page.

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How do I track my parcel ?

If you choose Colissimo 48h, please go to the page de suivi de colis Colissimo, with your tracking code.

 

If you choose shipping with Mondial Relay, please go to the page de suivi de colis Mondial Relay, with your tracking code.

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Questions about a claim.
I received a defective product, what can I do ?

 

  • Please contact our customer service.
  • Any way, you will have to bring the proof of a defective product with a picture (without any proof we won't be able to register your claim, KEEP YOUR PRODUCT and take pictures).
  • If it turns out that your product is defective, our customer service will send you a label of return for your parcel. A new product will then be sent to you.
  • BEWARE : If your product has been damaged during shipping and the parcel was damage on delivery or at the post office, it is your duty to make a statment about it and refuse the parcel.
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I didn't receive the right product.

 

  • We apologize in advance for the inconvenience caused. Behind that computer/tablet/smartphone we are men and wemen trying to do their best at your service. We are not infallible !
  • Please verify your order online in "My Account" and make sure the product your ordered is different from the one your received (you can check the references).
  • Contact our customer service and send a picture of the received product(s).
  • After a check, we will exchange the product and send you a return label so you can send us back the product for free.
  • When the product is returned to our company, we will verify the state (wrapping and product) and will send you back the protuct initially ordered.
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My order arrived incomplete.

 

First of all, verify, please, that the missing article(s) were indeed part of your order on your account, then search with attention, the parcel,. If this article is missing for real, contact the customer service.

 

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