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FAQ

Frequently Asked Questions 

  

CREATING AN ONLINE ACCOUNT

How do I register for an online account? 

Click here to create an online account.

How do I register for an online trade account?

Click here to create an online trade account.

 

MANAGING YOUR ONLINE ACCOUNT

Where do I sign in to my online account? 

On our homepage, hover over the ‘Retail/Trade Accounts’ text, and a drop down selection will appear. Select the ‘Sign In’ link, and enter your email address and password.

Alternatively, you can click here to sign in to your online account.

How can I change my account details? 

On our homepage, hover over the ‘Retail/Trade Accounts’ text, and a drop down selection will appear. Select the ‘MY ACCOUNT’ link, and then select ‘Account Settings’.

I have forgotten my password? What can I do? 

On the Sign In page, select, ‘Forgotten Password’ and you will be sent an email, enabling you to create a new password.

How do I subscribe to the mailing list? 

You can subscribe to our mailing list here.

How do I unsubscribe from the mailing list? 

To unsubscribe from our mailing list, following the unsubscribe link at the bottom of any of our email newsletters.

 

ORDERS

How do I place an order? 

Place an order online by adding your desired products to your cart, and then once you are ready, proceed to the checkout.

Can I place an order over the phone or via email? 

All orders must be placed online, to ensure that we receive all of the correct and relevant information needed.

How do I know if my order has been processed correctly? 

Once you have completed your order, you will receive an email confirming your order has been placed.

Can I cancel my order? 

Yes, unless notified otherwise, an order can be cancelled or changed for up to five working days following the date the order was made.

What countries do Mineheart ship to? 

Mineheart are able to ship to all countries.

Does Mineheart have any physical stores? 

No, we do not have any of our own stores. However, we do have a long list of stockist, located worldwide. You can find them here.

 

RETURNS

How do I return my product? 

Please refer to our Shipping & Returns page.

What is your returns policy? 

Please refer to our Shipping & Returns page.

 

WALLPAPER

What is the material of the wallpaper? 

We have 2 different types, a Textured Vinyl paper and a Smooth Matt Non-Woven paper.

What is the size of a roll of wallpaper? 

This can vary depending on the wallpaper material. Some designs are 50cm wide, some are 52cm wide, and others are 90cm wide. We also do lengths of 2.5 metres and 10 metres long. Custom sizes are available on request.

Can the rolls be butt jointed above one another?
This is possible on some of the designs but not all. 

Can I customise the colour of the wallpaper? 

Yes, we can print custom colour variations on most of our designs. The colour will need to be tested first, and there will be additional costs for this customisation. 

How much paper do I need? 

We can help calculate the amount required, just send us your wall dimensions (width and height) and the wallpaper design you are interested in. It's always safer to order 10% more than you need, and any unopened rolls can returned and refunded.

50cm x 250cm = 1.25sqm

90cm x 250cm = 2.25sqm

52cm x 1000cm = 5.2sqm

How is the wallpaper packaged? 

We send the rolls in a hard card tube/box with up to 4 rolls rolled inside each other for ease of shipping.

How long would it take to receive my wallpaper? 

If it is in stock, it will take 2 to 3 days from receipt of payment. If it is not in stock or custom then it can take up to 3 to 4 weeks.

I haven't ordered enough wallpaper what should I do? 

If the same batch is available in stock, we can simply send you additional rolls that should match your existing order. However, if we don’t have any more of that particular batch we suggest you return what you have and we will replace them with rolls from a single batch. If you’ve already put it on the wall, please send an off cut of what you have left so we can do our best to match up both the colour and the pattern.

I am installing my wallpaper but the edges are lifting? 

Add more adhesive to the paper. The textured paper is very strong and can be removed from the wall when the glue is still wet and re-applied.

How is it printed?

Both our textured and smooth papers are digitally printed.

How can I clean the wallpaper?

We recommend using a slightly damp sponge or damp soft cloth. Wipe gently and do not use any detergents as these may damage the wall covering.

Are the wallpapers suitable for use on commercial projects?

Yes, our textured wallpaper are Class 'O' fire rated and rub tested for commercial use, However for higher traffic areas we recommend applying additional laminate protective coating or anti graffiti coating. Please enquire for details.

I have ordered too many rolls of wallpaper?

We are happy to refund any unused rolls, as long as they are returned in original condition.

 

LIGHTING

Are the feathers used for the Feather Table and Pendant lamps real?

Yes, they are dyed Ostrich feathers.

 

RUGS

Can I customise the size? 

Yes we can print up to 1.5m wide by 3.3m long for the rubber-backed rugs and 3.99m wide by any length for the tufted rugs. There will be a custom setup charge applicable.

Can I customise the image? 

Yes, we can customise the image and design to suit. There will be a custom setup charge applicable.

How can I clean this rug? 

The rubber-backed rugs can be washed in the washing machine at a temperature of 30 degrees. Hand brushing is preferable to vacuuming.

What is the print quality?

High definition print.

Where are the Rugs printed? 

The rubber-backed rugs are made in England and the tufted rugs are made in Europe.

How are the rugs packaged?

The rugs are rolled up, placed in a mineheart bag, and then covered in plastic sheeting. Rubber-backed rugs are rolled around a card tube, to keep them straight and secure, and to avoid any bending/folding.

 

WALL ART   

Can I change the colour of the frame? 

Yes, we can customise the printed frame. There will be a custom graphic charge applicable.

Is the frame real? 

For the printed frame option, no, the frame is printed onto the canvas. However, we also offer real wooden frame option, which come in gold, white or black.

Can this be shipped un-built? 

Yes, the printed frame option can be shipped rolled up and you can assemble on site.

What is the lead-time? 

For the small printed frame option canvases, this will take 3 to 4 days from receipt of payment. For larger sizes, or real wooden frames, this can take up to 3 to 4 weeks.

Where are the Canvases printed?

The majority of our canvases are made and printed in England.

 

ACCESSORIES

Are the Magnetic Feathers real feathers?

Yes, we use real feathers. The Woodland feather pack includes; Pheasant, Guinea Fowl and Goose feathers.

Can I use the plates or are they for display purposes only?

Other than our clock plates, the rest of our plates are all suitable to use as crockery. Repeated dishwasher use is not recommended.

Do they clock plates tell the time?

Yes, although the image of the clocks are printed onto the plates, the clock hands are fully functional, and battery operated.

 

SAMPLES

What are the sizes of the wallpaper samples?

The wallpaper samples are approximately 25cm x 21cm.

What are the sizes of the rug samples? 

 The rug samples are approximately 5cm x 15cm.

 

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