If you are from the UK, before placing the order, please make sure that you are using the UK extension from the website and select, from the top right corner of our homepage the option United Kingdom.
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Customer Service
FAQs
SHOPPING ONLINE
Order processing begins as soon as you submit your order. As a result, we cannot add or eliminate items after the order has been placed. If you still wish to modify the order, please send an e-mail at [email protected].
We start processing your order immediately, so we are unable to make any changes or modifications to an order after it has been placed. However, if you wish to cancel it, please contact us immediately.
Once your order has been successfully placed on our system, you will receive an email confirmation. As this is an automated email, please check your junk/spam mailbox. If this has not been received and you have an account, please log in and you should see your order in the 'Order Status' section. If you can't see your order or you don't have an account to check, then please check with your payment provider to see if a payment authorization has been created. If payment hasn't been authorized, then your order hasn't been successful and you will need to place it again. If you do not have an account and have located your payment authorization, please contact us at [email protected].
The order can be paid by using any of the methods of payment described below:
1. Debit/Credit card – accepted cards: VISA ELECTRON, VISA, MAESTRO, MASTERCARD and American Express.
2. PayPal.
3. Google Pay
4. Apple Pay
If an error message appears when trying to make the payment for your order, we would ask that you contact your card provider to verify if your payment can be authorized for MINDTHEGAP. If payment hasn't been authorized, then your order hasn't been successful and you will need to place it again. If you are still having trouble placing your order online, please contact us at [email protected].
DELIVERY
Delivery costs are calculated depending on 3 variables.
1. Your choice between standard or express shipping;
2. The weight and volume of the items we're sending.
3. Your location.
The cost will be added to your basket before check-out.
The shipping time of an order varies depending on the type of products ordered. On stock items (fabrics, cushions, lamp bases and accessories) will be shipped within 2 days from order date, made to order items (wallpaper, wall art, lampshades) will be produced and shipped within 5 days, while furniture items will require between 6 to 8 weeks.
Once your order has been dispatched, you'll receive an email letting you know your order is on its way, along with the tracking details.
To track your order, click on the link received in the shipment email which routs you to the carrier company website. If you encounter a problem while tracking your order, please contact us at [email protected].
We perform deliveries worldwide, please select your delivery country at checkout to see the shipping charge for the items in your basket.
If your order did not arrive within the expected timeframe that we provided, please verify the following:
1. Check your inbox or phone to see if you received any notification from the carrier regarding your parcel.
2. Check with your family members or neighbors if they picked up the parcel for you.
3. Open the shipment e-mail we sent you and click on the tracking link to see the status of your delivery.
4. Contact us or the carrier service if you need any additional information.
If you cannot attend to delivery, the courier will inform you about the undelivered package. This means that he will provide you all the necessary information in order to pick up your package thereafter. It is very likely that before the delivery, you will receive a text message or a telephone call from the courier.
You didn't receive all your ordered items? Do not worry, it is possible that the order may have been sent in more parcels. Once your order has shipped, you will receive an email containing all the necessary details regarding the parcels and their related tracking numbers.
Applicable sales taxes may apply based on you location, they are calculated by the authorities, depending on the local legislation.
SAMPLES
You can order wallpaper and fabric samples by accessing the product you are interested in, adding a sample to your basket and following the checkout instructions.
Our samples are A4 (21cm x 29.7cm) size.
We can provide A3 wallpaper and fabric samples (29.7 x 40 cm). You can request larger samples by sending us an e-mail at [email protected].
Our wallpaper samples are identical, they all contain the same part of the wallpaper so you cannot choose a specific part. As for the fabric samples, they are actual cuts from the fabric, so they can contain different parts of the design but, because they are already posted from our warehouse, we are unable to specify which part of the pattern will be picked for your order.
Depending on the chosen delivery method, the samples will arrive in 2-4 weeks in case of free delivery by Royal Mail or in 1-2 days in case of express delivery.
PRODUCTS
All MINDTHEGAP products are manufactured and sold as presented in our collections, we do not perform any adjustments, the only variable that can be customized is the length of the wallpaper if the walls are higher than 300cm.
Please find the instructions here: Installation Guides
When calculating the necessary amount for our designer wallpaper, please make sure that the height of the wall does not exceed 300cm. Measure the width of the wall and divide by 156cm (the width of 3rolls x 52cm per box), round up the calculated number and that is the number of wallpaper boxes needed. If the height of the wall exceeds 300cm, please contact us as we are able to produce also 350, 400 or 450cm rolls.
MINDTHEGAP premium wallpapers can be applied on any wall of your house, with the condition the room is sufficiently ventilated. However, our wallpapers are not steam-proof or waterproof and we do not recommend using them in places where they are likely to come in direct contact with water. If you still want to use them in high humidity areas, please add a good protective varnish that can be applied over the wallpaper.
We recommend using a ready mixed paste suitable for paste the wall, non-woven wallpaper (Vlies adhesive).
We only produce and sell our designer wallpaper by box, each box containing 3 rolls of 52cm width and 300cm length.
No, we only sell our fabric by the full meter.
All of our fabrics are untreated. However, we can provide treatments to suit both domestic and commercial standards. Additional fees apply.
RETURNS
If you are not fully satisfied with the items received, you can return them within a 14-day period from the date of receipt, for a full refund. Return costs are the responsibility of the customer, except for faulty products, in which case the return costs will be covered by MINDTHEGAP. Please note that these rights of return do not apply in the following situations:
a) Customized, made to specific measurements or made to order products. This includes custom length wallpaper, fabric (which is cut according to your requirements), wall art, lampshades, and all furniture (as these pieces are created by order).
b) Any products damaged due to the fault of the client.
Before choosing a made-to-order product, we recommend purchasing a sample, as made-to-order products are not returnable.
We are unable to accept returns for products that are customized, made to specific measurements or made to order. This includes custom length wallpaper, fabric (which is cut according to your requirements), wall art, lampshades, and all furniture (as these pieces are created by order).
To return an on-line order, please follow the instructions below:
1. Inform us about your intention of return. As such, please fill in the Retur Form.PDF and send us an e-mail at [email protected].
2. Our Customer Support team will review your return request.
3. Once your return request is approved, please attach the return form to the package containing the products to be returned and ship it to:
MINDTHEGAP WAREHOUSE
Piata Marasesti 13
Tirgu-Mures, 540327
Mures
ROMANIA
Please note that we cannot accept return packages without a return form previously sent by email.
3. The transportation costs concerning products returned to us are the responsibility of the client. We recommend you to use a courier service which allows the tracking of the package in order to avoid any problems concerning the possible loss/ misplacing of the products.
If you wish to replace a product for the same value, please contact Customer Support. You will be asked to place a new order and to send us the products you wish to replace.
The return will be processed within 14 days from the date of receipt. We will send you an email notification upon the completion of the return and credit your original form of payment.
GIFT CARDS
Please access the Gift Card page, select the value of the card and fill in all the necessary information. Your gift card may be used or applied to any purchase on our online shop.
No, you can perform several transactions until you finish the available credit on the gift card.
Yes, the card can be used together with another method of payment to pay an order.
All gift cards have a validity period of 1 year from the acquisition date.
TRADE
Please complete the trade application form by clicking here: b2b.mindtheg.com
Interior designers, architects, show-rooms, online shops, hospitality, retailers, contract furnishers, procurement agencies.
The review of a trade account application and setting up the account can take between 24 – 72 hours.
If the trade application has been accepted, the discount will be disclosed immediately after setting up your account.
100% advance payment.
Our Company
MINDTHEGAP SHOWROOM
- DESIGN CENTRE CHELSEA HARBOUR
- Lots Road, London SW10 0XE
- Second Floor, Center Dome
- London, UNITED KINGDOM
- [email protected]
- PHONE: +44 20 4547 9891
- MOBILE: +44 7340 284169
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