Frequently Asked Questions
Last Updated: February 3, 2026
At Wall Mural Shop, we believe in 100% transparency. Below you will find detailed answers to every aspect of our service, from manufacturing in China to our legal operations in Spain.
1. Shipping & Logistics
Q: Which countries do you serve?
A: Currently, we focus exclusively on the United States (USA) and the United Kingdom (UK). This allows us to maintain strict quality control and reliable delivery timelines for these specific regions.
Q: Is shipping truly free?
A: Yes. We offer 100% Free Standard Shipping on all orders regardless of the weight or size of the mural. There are no hidden handling fees at checkout.
Q: Why are products shipped from China if you are a Spanish company?
A: While our brand, design team, and administrative headquarters (MONRUBE SL) are located in Cádiz, Spain, we utilize a high-tech specialized printing facility in China. This allows us to offer professional-grade large-format printing and custom scaling that meets international standards while keeping prices competitive for our customers.
Q: What is the total time from order to delivery?
- Order Cut-off: 2:00 PM (GMT+01:00) Central European Standard Time (Madrid)
- Processing (Printing/QC): 1–3 business days (Monday–Saturday).
- Transit (DHL/UPS/SunExpress): 5–8 business days (Monday–Saturday).
- Total: Most orders arrive within 6–11 business days (Monday–Saturday).
2. Customization & Measurement Accuracy
Q: Can I order a custom size for my specific wall?
A: Absolutely. Every mural we sell is print-on-demand. You provide the dimensions, and our design team manually scales the artwork to ensure the best visual composition for your space.
Q: How much "bleed," or extra material, should I add?
A: Walls are rarely perfectly square. We strongly recommend adding 2-3 inches (5-8 cm) to both your total width and height. This extra material acts as a safety margin for trimming during installation.
Q: What if I provided the wrong measurements?
A: Since each mural is custom-cut to your specific input, we cannot offer a refund for customer measurement errors. However, if you notice the error within 24 hours, contact us immediately to update the file before it goes to print.
3. Cancellations & Material Fees
Q: What is your 24-hour cancellation policy?
A: You can cancel for a 100% full refund within exactly 24 hours of placing your order. No questions asked.
Q: Why do you charge a 10% fee after 24 hours?
A: Once the 24-hour window passes, your order enters the production queue. High-quality non-woven or vinyl materials are cut, and expensive eco-inks are used specifically for your design. The 10% fee covers these wasted custom materials and labor costs if you decide to cancel before shipping.
Q: Can I cancel an order that has already shipped?
A: No. Once a package is handed to DHL/UPS, it is in the international logistics network. You must wait for delivery and then initiate a return (subject to our Return Policy).
4. Quality, Damages & Returns
Q: What happens if my mural arrives damaged?
A: We take full responsibility. You must report damages to contact@wall-mural-shop.com within 48 hours of delivery with photos of the damaged mural and the shipping label. We will rush-print and ship a replacement at zero cost to you.
Q: What is the return window for a "Change of Mind"?
A: We offer a 30-day return window. However, the mural must be uncut, unpasted, and in its original packaging. Custom-sized murals (unique dimensions) are generally non-returnable unless defective.
Q: Where do I send my returns?
A: Do not send returns to China. Returns must be shipped to our Operations Center in Spain (Avenida de Europa, 11405 Jerez de la Frontera). You must receive an RMA number from us before shipping.
5. Payments, Taxes & Security
Q: Is my payment information safe?
A: Yes. Our store is hosted on a secure platform with 128-bit SSL encryption. We are PCI-DSS compliant, meaning we never see or store your full credit card details.
Q: Will I have to pay import duties in the UK?
A: While we include VAT in our pricing, large orders may occasionally be flagged by UK Customs for import duties. These are government-mandated fees and are the responsibility of the recipient.
6. Installation & Surface Prep
Q: What type of wall surface do I need?
A: Your wall must be smooth, clean, and dry. Avoid "Easy-Clean" or Teflon-based paints, as they are designed to repel adhesives. If you recently painted your wall, wait at least 4 weeks before installing the mural.
7. Corporate Transparency
Q: Who is MONRUBE SL?
A: MONRUBE SL is the parent legal entity that owns and operates the Wall Mural Shop brand. We are a registered company in Spain with NIF B11601994.