FAQ

Frequently Asked Questions

Orders

How to process my order ?

Products are classified by themes. Once you have clicked on a design, you can choose which product you want to purchase:

PACK S : L192 x H260 cm
PACK M : L384 x H260 cm
PACK L : L576 x H260 cm
SAMPLE

Where can I find my invoice ?

Your invoice is available from the moment your order is shipped or ready to be picked up at the Atelier.

You can find it in your PaperMint account in the "Orders and Invoices" section.

However, if you have a problem with downloading your invoice, please send an email from the contact form. The team will be happy to help you!

Which payment methods are available ?

Several means of payment are accepted :

- CB card

- Visa card

- Mastercard

- E-Carte Bleue

- Bank transfer *

* It is possible to activate payment by bank transfer depending on your situation. Do not hesitate to make a request via the contact form.

My project will take place in several months, when should I place my order?

Place your order at least 3 weeks before the beggining of your project

⚠️ WARNING : All deadlines are given as indicative time. To benefit from an express delivery time (additional cost to be expected), or if you have any doubts, please write to PaperMint through the contact form.

I have a special demand/my order is urgent, what can I do ?

SuperWall team will be happy to answer to your request and to help you with your project ! Contact the team from the contact form to submit your demand.

Is the glue included ?

Glue is not included in your order. SuperWall does not offer glue on its website, but you can easily find it in any craft shops.

You can find all the tips on how to apply the glue here.

Do you carry the wallpaper hanging ?

SuperWall does not hang your products, nor does it have any professional installers to recommend.

Please contact professional builders from your area.

Can I change the billing adress ?

You can add as many addresses to your account as you wish and select a billing address different from the delivery address. At step 3 of the checkout process, add and/or check the delivery address and billing address to be applied to your order.

Any modification to be made after the validation of the order must be done before the shipment of your products, via the contact form.

⚠️ WARNING : Once your invoice has been issued, it will no longer be possible to modify this information for the current order.

Can I order samples ?

Samples are available on every product page.

For a specific request of dimensions or support, make your request through the contact form.

How to make a quote ?

To edit your quote, you must first add the products you want to your shopping cart. Then consult your cart. On this new page, you can click on "Turn this cart into a quote". Fill in the form and select "Save and send this quote".

✍︎ TIPS : You can find and transform your quotation into an order, look in the "Quotation" section of your customer area. Then select the quote and click on "Turn this quote into an order".

How to obtain a pro forma invoice ?

To create a proforma invoice, the procedure is the same as for the quote.

First, you must add the products you want to your shopping cart. Then consult your cart. On this new page, you can click on "Turn this cart into a quote". Fill in the form and select "Save and send this quote".

✍︎ TIPS : You can find and transform your proforma into an order, look in the "Quotation" section of your customer area. Then select the quote and click on "Turn this quote into an order".

Delivery

What are the delivery times ?

Please note that indicated times below do not take into account production times. These should be added to the production times indicated on the products' page.

Chrono Relais - Express delivery in pick-up point : Delivery the next day before 1pm in the PickUp "Relay" of your choice after shipment.

Chrono 13 (France and Corse) - Home delivery before 1pm : Next day delivery to your home before 1pm after shipment.

Pallet shipping Ile de France : 24 to 72 hours after shipment.

ChronoClassic (Europe) - Delivery at home : Delivery in 2 to 4 working days to your home after shipment.

ChronoExpress (Europe & Monde) - Express delivery at home : Delivery in 1 to 3 working days to Europe, in 48 hours to the DOM and in 2 to 5 working days to the rest of the world after shipment.

✍︎ TIPS : If you are in Paris and Ile de France, you can collect your order from our workshop in the 19th arrondissement. This option is totally free.

What delivery methods are offered ?

Chrono Relais (France & Corsica) - Express delivery in a pick-up point
Delivery assured by Chronopost. Collect your parcel from a shop which will hold your parcel for 8 days. You select the relay point in step 3 of the order validation.

Chrono 13 (France & Corsica) - Home delivery before 1pm
Delivery by Chronopost to your home. The day before, Chronopost will inform you of your delivery and will offer you to reschedule the delivery date if you wish or to switch for a pickup point delivery.

Pallet transporter Ile de France
Delivery provided by Safram. This method of delivery is recommended for heavy, oversized or fragile deliveries (especially paintings). The carrier will contact you to agree on a delivery time. On a building site, make sure that someone is present for the reception.

Pick up at the Workshop
You will receive an e-mail when your order is ready to make an appointment with the workshop team to collect your products in the 19th arrondissement of Paris. You will be given all the information when your order is ready. A car park allows you to park your car and easily collect your order.

ChronoClassic (Europe) - Delivery at home

Delivery by Chronopost in 2 to 4 working days to your home. The day before, Chronopost will inform you of your delivery and will suggest you to reschedule the delivery date if you wish or to switch to a relay point delivery.

ChronoExpress (Europe & world) - Express delivery at home

Delivery by Chronopost in 1 to 3 working days to Europe, in 48 hours to the French overseas departments and in 2 to 5 working days to the rest of the world. The day before, Chronopost will inform you of your delivery and will suggest you to reschedule the delivery date if you wish or to switch to a relay point delivery.

Do holidays and public holidays affect delivery times ?

Throughout the year, PaperMint guarantees the same production and order picking times.

REMINDER : We work with external shipping providers. Once the packages are in their hands, we have no influence on the delivery times or changes to be made.

In which countries do you deliver to ?

SuperWall delivers worldwide.

If your country is not recognized, please contact the team via the contact form.

Can I change the delivery address ?

Any changes to be made after the order has been processed must be made before your products are shipped, via the contact form. Once your package has been picked up by the carrier, SuperWall will not be able to change your details.

Why is delivery chargeable ?

SuperWall works with external transport providers charging fees for their services. These costs are not included in the price of the product to give you the choice of which mode of transport you prefer.

How long does it take to receive a sample ?

Preparing your order : 2 to 4 business days

Delivery time : 24 to 72h (business days)

Handled by La Poste for shipments under 2 units.

Where can I track my package ?

When your order is handed over to the carrier, you are informed by e-mail and SMS. You will then receive a reference and a link allowing you to follow the steps of your delivery.

Products

Where can I see the products before ordering ?

You can see the designs in the showroom at 94 rue Lafayette, 75010 in Paris. The showroom team welcomes you by appointment from Monday to Friday.

In order to organize this meeting, please make an appointment here.

You will also have the possibility to leave with the samples of your choice.

➢ REMINDER : The showroom is a place to display PaperMint's and SuperWall's decors and products. It is not a shop. No sales or transactions can take place there. There is no commercial stock on site, only display products. All orders must be placed through the websites.

What are your sample sizes ?

The samples measure approximately 15x30cm and are printed on the same materials as the wallpapers and frescoes.

They show a part of the wallpaper or fresco at a scale of 1:1 and allow you to see the main patterns and colours. It is not possible to change the area of the design shown on the sample.

This allows you to easily choose the mood and colours to match the design.

For all requests for customised samples on large projects, please contact the sales team via the contact form.

Where are your products manufactured ?

All the products are made in France from a semi-industrial manufacture.

Do you make tailor-made products ?

All our designs can be customised to suit your walls. if you need a cutomized version of a SuperWall design, contact the team via the contact form so the can give you the right quotation and a link to purchase this special product.

Can I make my own set with my design or a photograph ?

SuperWall is a specialist in the printing of backgrounds and can therefore respond to printing requests from personal files, or rework an existing background according to your request.

This work entails additional time and costs calculated according to the time allocated to your request.

Contact the artistic team using the contact form to submit your request.

Can I put wallpaper on the ceiling?

The print media are designed for both walls and ceilings.

➢ REMINDER : Just like the walls, your ceiling needs to be prepared, clean, dry and smooth (without bumps).

Can I put up wallpaper in the bathroom?

You can enjoy SuperWall's decors even in damped rooms such as bathrooms and kitchen, thanks to a technical paper named "Fiber Glass".

This substrate is rot-proof and can withstand water droplets (not standing or dripping water). However, your wall must be prepared and insulated. The room must also be well ventilated.

To order your fresco or wallpaper printed on this support, please contact the team so they can give you the right quotation.

For any project of implementation inside a shower or in an area behind a water point, SuperWall can print on tiles. Ask for a quote by filling in the contact form.

What is the width of a strip?

Strips are printed on their entire width. SuperWall does not pre-cut the width.

Non woven wallpaper - 150g - washable : 48cm width

Quality and standards of materials

All print media are certified fireproof.

✍︎ TIPS : However, if you want to order for a public place (restaurant, waiting room, ...) contact our team before purchasing to receive the official "NFB" certificate.

Installation instructions

Do you have installation instructions?

You can find all the installation tips on this page.

Which glue should I buy?

All our substrates are compatible with non-woven paper glue. Ask your local shop for advice on buying a good quality paste.

Where should I put the glue?

Follow manufacturer's instructions to correctly dose glue and water. If the glue is too diluted with water, the paper may be damaged and the ink may become detached from the substrate.

Apply the non-woven paper glue directly, and only, to the wall. Excess glue should be carefully removed during application, without waiting for it to dry.

How do I remove the old paper?

Remove the corners of the old wallpaper, then use a spatula to remove the rest of the paper. If the paper does not come off easily, dampen your wall with a specialised machine or a warm slightly soapy sponge and water. Leave for 10 minutes and you're done.

On which surface can I place it?

Wallpaper can be applied to any surface as long as it is clean, dry and free of bumps.

How should I prepare my wall?

For optimal installation, your wall or ceiling must be clean, dry and smooth (without bumps).

Do the decorations fit in the bathroom?

You can enjoy SuperWall's decors even in damped rooms such as bathrooms and kitchen, thanks to a technical paper named "Fiber Glass".

This substrate is rot-proof and can withstand water droplets (not standing or dripping water). However, your wall must be prepared and insulated. The room must also be well ventilated.

To order your fresco or wallpaper printed on this support, please contact the team so they can give you the right quotation.

For any project of implementation inside a shower or in an area behind a water point, SuperWall can print on tiles. Ask for a quote by filling in the contact form.

Can I put the decorations outside?

Places that may suffer from extreme conditions should be avoided. Wallpapers, in general, are designs printed on paper supports that do not appreciate humid environments, direct contact with water or rubbing areas.

PaperMint prints on tiles. Ask for a quote by sending us your project via the contact form.

How to hanged wallpaper around windows, sockets and switches ?

Before installing, plan to cut the paper, leaving a margin of a few centimetres, so that it matches the contours of your windows, sockets or switches. Then lay the paper as normal and cut off the excess paper with a ruler and a cutter once the glue has dried (about 24 hours). You can find all the installation tips on this page.

Decoration and customisation ✍️

How do I measure my wall?

Use a measure tape to measure the width and height of the area to be covered. Remember to take several points as the walls may not be straight.

✍︎ TIPS : Always take a 5cm margin, especially in height.

How to customize my product ?

SuperWall offers standard size packs. Therefore, you can ask SuperWall team to receive a quotation for a customized designs.

Please feel free to contact SuperWall via the contact form.

Service and Returns ☎️

I have received my order and there is a problem. What can I do ?

No problem! The easiest way to do this is to contact our team at serviceclient@paper-client.fr who will advise you on the steps to take depending on your situation.

⚠️ WARNING : Once the wallpaper is installed, no refund, exchange or compensation can be considered. Please remember to check the entire order before proceeding with the installation.

I want to cancel or modify an order in progress, what do I do ?

The easiest way to do this is to contact our team at contact@superwall.fr who will advise you on the steps to take depending on your situation.

⚠️ WARNING : No changes or cancellations can be made to an order that has already been shipped.

I want to return my product, what do I do?

In this case, contact our team at contact@superwall.fr or go to your customer area.

Once the product is received by the team, it will be subjected to a quality control, so it must be in good condition and not unwrapped. The returned product will only be refunded if it meets these criteria.

After control and if everything is in conformity, the returns under 14 days after the date of reception will be refunded or exchanged; beyond and up to 45 days, you will receive a purchase voucher of the amount of the returned product to be used on your next order. After this period, we will not take back the products.

⚠️ WARNING : Once the wallpaper is installed, no refund, exchange or compensation can be considered. Please remember to check the entire order before proceeding with the installation.

What happens if I have a problem with the wallpaper?

The easiest way to do this is to contact SuperWall team at contact@superwall.fr with photos. If the goods are returned, the paper must not have been laid down, unpacked or damaged.

⚠️ WARNING : Once the wallpaper is installed, no refund, exchange or compensation can be considered. Please remember to check the entire order before proceeding with the installation.

Professionnals

Do you have professionnals discounts ?

There are no discounts programs on standard products for profesionals. Customized products can benefits from PaperMints' discounts programs. Please ask the team at contact@superwall.fr