Frequently Asked Questions
Orders & Purchases
How do I choose the right mural size?
How do I choose the right mural size?
Measure the width and height of the area you want to cover. If you have baseboards, trim, windows, doors, sloped ceilings, or furniture that stays in place, measure the usable area you plan to cover.
Do you offer custom designs or custom artwork?
Do you offer custom designs or custom artwork?
No. Decor2Go does not create custom artwork or bespoke designs. Our catalog is a curated selection of premium wall murals and wallpapers.
Do you offer custom sizes?
Do you offer custom sizes?
Custom sizing may be available on select products. Contact us with the product link and your wall measurements, and we will guide you on the options.
How is wallpaper sold?
How is wallpaper sold?
Wallpaper is sold by the roll. Coverage and pattern matching usually require ordering multiple rolls for larger walls.
How many wallpaper rolls do I need?
How many wallpaper rolls do I need?
Use your wall measurements and the roll coverage listed on the product page. If the pattern has a repeat, ordering enough rolls matters for alignment.
Can I change or cancel my order?
Can I change or cancel my order?
We will do our best to help. Once an order is in processing or shipped, changes and cancellations may not be possible.
I entered the wrong shipping address, what should I do?
I entered the wrong shipping address, what should I do?
Contact us immediately with your order number and the correct address. If the order has already shipped, carrier changes can be limited.
Do you offer samples?
Do you offer samples?
If samples are available, you will see a Sample option on the product page. If you do not see it, that item is not currently offered as a sample.
Will the colors look exactly like my screen?
Will the colors look exactly like my screen?
Screens vary. Lighting and device settings can shift how colors appear. If an exact match is important, order a sample when available.
What payment methods do you accept?
What payment methods do you accept?
The available payment methods are shown at checkout, including major cards and accelerated checkout options when available.
Will I be charged tax?
Will I be charged tax?
Taxes are calculated at checkout based on your shipping address and local rules.
Returns & Exchange
What is your return policy?
What is your return policy?
Return eligibility depends on the product type and condition. Please review our Returns Policy for the exact terms.
Are opened rolls or installed wallcoverings returnable?
Are opened rolls or installed wallcoverings returnable?
Wallcoverings are typically only eligible for return when they are unused, unopened, and in original packaging. Always check the Returns Policy for your exact conditions.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
How do I start a return?
How do I start a return?
Contact us with your order number and the reason for the return. If approved, we will provide return instructions.
What if my order arrives damaged?
What if my order arrives damaged?
Contact us as soon as possible with photos of the outer box and the product. We will review and help resolve it.
What if I received the wrong item?
What if I received the wrong item?
Send your order number and photos of what you received. We will confirm the issue and make it right.
When will I receive my refund?
When will I receive my refund?
After an approved return is received and inspected, refunds are issued back to the original payment method. Your bank or payment provider may take additional time to post it.
Shipping & Tracking
Where do you ship?
Where do you ship?
Shipping options appear at checkout based on your address. If you do not see shipping options for your location, contact us.
When will my order ship?
When will my order ship?
Processing times vary by product. You will receive a shipping confirmation email once your order ships. Please read the shipping policy.
How do I track my order?
How do I track my order?
You will receive a tracking link by email/sms after shipment. Tracking updates can take time to appear after a label is created.
My tracking has not updated yet, what should I do?
My tracking has not updated yet, what should I do?
Give it a bit of time, then check again. If there is no movement for an extended period, contact us with your order number.
My package says delivered, but I cannot find it
My package says delivered, but I cannot find it
Check common drop off locations, ask household members, neighbors, or building management if relevant. Then contact the carrier using the tracking link. If you still cannot locate it, contact us and we will assist with next steps.