Can You Change a Mural Wallpaper Order After Checkout?

You may notice a wrong wall width, an unsuitable material or a misplaced crop only after checkout. With made-to-measure mural wallpaper, the possibility of changing that order depends less on the clock alone than on what work has already begun. The useful response is immediate and specific: identify the order, state the exact correction and ask the seller whether production can still be stopped or amended.

Short answer: Contact Solowalls as soon as you spot the issue, quoting the order number and the exact change needed. Its current refund policy says cancellation may be possible before artwork preparation or production begins, but may be unavailable or reduced by costs incurred after production starts. Do not assume checkout edits remain available; wait for written confirmation of any agreed change.

Find out what you actually submitted

Open the order confirmation rather than relying on a memory of the product page. Check width, height, units, material, crop, shipping address and any artwork file named or shown. Look for a saved wall preview if the order includes one. Distinguish a real order error from a later change of preference: “310 cm wide was entered but the wall is 330 cm” is more actionable than “I am unsure about the look”. Both deserve a prompt enquiry, but their solutions and possible costs differ.

Measure again before sending a corrected dimension. If you change a width twice in successive messages, the seller may not know which value is final. Record the visible wall size and the print size after the stated trim allowance, and identify which number you want amended. For a crop issue, attach the original approved screenshot and an annotated version showing the desired subject position. Keep the file names and material choice explicit.

A practical first check is to compare three records: the wall sketch, the checkout summary and the order-confirmation email. If all three agree, a new request is a change of plan. If the confirmation differs from what checkout showed, preserve both screenshots and describe the discrepancy precisely. Those situations may need different investigation; the seller cannot infer them from “my size is wrong”. Note the measurement unit beside every number and say whether the correction includes the installation trim.

Contact the seller promptly through the published channel

Use Solowalls' current contact route and put the order number near the start of the message. Write the requested change in one sentence, then supply the relevant facts. An example is: “Please pause order [number] if production has not begun; the submitted width is 310 cm and the corrected print width should be 330 cm. Please confirm whether this can be changed and whether the price or delivery estimate changes.” Do not send payment information or sensitive documents unless the seller asks through a secure process.

Ask for two separate replies: confirmation that your message was received and confirmation of whether production was actually paused or the order amended. The first is not evidence of the second. If the correction changes material, width, artwork or address, request the resulting total, delivery estimate and final configuration before approving it. If the seller cannot make the change, ask whether the original order remains in production; do not place a replacement while that status is unclear. Label the old preview as superseded and keep the revised confirmation with the installer’s measurements, so nobody prints or hangs from a version that exists only in an email request.

Keep the request to one current specification. If a replacement image is attached, give it a distinctive filename and explicitly state that it should supersede the first file only if the seller confirms the substitution is still possible. The same applies to a new crop screenshot: date it and mark the old one as superseded. If the seller sends a revised quote, check the final dimensions, finish and image version before accepting it. An informal “we'll see what we can do” is not confirmation that printing has stopped.

A precise request is easier to assess than an urgent message without the corrected specification.

Why production status matters

A custom mural may involve artwork preparation, panel planning and printing to the specific dimensions and crop chosen at checkout. Once one of those steps begins, a new width or material can require restarting work; after printing, it may amount to a new order. Solowalls' current Refund Policy says a cancellation may be possible before artwork preparation or production begins. Once production starts in China, cancellation may be unavailable or reduced by costs already incurred. The Terms and Conditions also state that production may begin shortly after payment or confirmation.

That policy does not publish a guaranteed number of hours during which any change can be made. Do not invent a universal 24-hour window or assume an order can be edited online after payment. Contacting promptly improves the chance of reaching the order before a point of no return, but it does not guarantee acceptance. Ask what stage the order has reached and what options are available for the specific correction.

Think in stages rather than hours. Before artwork preparation, there may be more room to correct an input. During file preparation or panel planning, a crop or dimension change may undo work already done. After printing, replacing the artwork or material may require another production run. Dispatch creates a separate delivery question: an address correction may depend on the carrier rather than the print team. These are examples of why status matters, not a promise that any stage has a fixed amendment policy.

Different changes create different consequences

A spelling correction in a delivery address may be possible before dispatch, subject to carrier and order status. A different material may change the price and printing process. A larger wall size changes the amount of printed covering and could change panel planning or shipping. A crop revision changes the artwork that will be produced, even if the dimensions remain the same. Treat each change as a new specification requiring explicit confirmation, not as an informal note on the original order.

If you uploaded your own artwork and now have a better-resolution file, identify the replacement file clearly and ask whether it can still be substituted. Do not presume the seller will infer that the latest file in an email thread supersedes the approved version. If the image rights or permission status changes, raise that immediately too. For a commissioned original design, check the separate proposal's revision terms rather than applying the self-upload process to it.

For an address change, specify whether the corrected address is in the same country and whether the parcel has already been handed to a carrier. For a material change, ask for the new configuration and price rather than assuming the finish can be swapped at no cost. For a design change, state whether you want a repositioned crop of the same image or a different source file altogether. Distinguishing those requests lets the seller assess the work actually required.

The practical options narrow as a made-to-measure order moves through production.

If the order is already printed or dispatched

Ask the seller to explain the remaining options and any costs before placing a replacement order. A measurement mistake or change of mind is different from a manufacturing defect or a product materially different from the confirmed order. The current Solowalls policy says made-to-order goods are not normally eligible for a change-of-mind return once production has started, but this does not remove applicable rights where a product is faulty or not as ordered.

If the parcel arrives and you believe it is damaged, defective or incorrect, inspect the panels before cutting or installing. The published policy asks customers to contact Solowalls within 14 days of delivery with the order number, photographs of the product and packaging, and a clear description. Do not install a visibly problematic mural while awaiting an assessment. Do not send it back without return instructions. These steps concern an issue with the delivered product, not a guarantee that a customer-requested redesign will be free.

Take photographs that show the issue in context as well as close-up: the panel number, the full printed section, any damaged packaging and the order confirmation. A missing panel, a wrong finish and a customer-requested different colour are not the same claim. Describe what was ordered and what arrived without guessing at the cause. Keep all panels and packaging until the seller gives instructions, especially if a print or transit problem needs to be assessed.

Close the request with a confirmed order status

Do not let a pending amendment become an unofficial second specification. If the seller agrees to a change, ask for a revised confirmation that identifies the accepted dimensions, units, material and artwork or crop version. Give that version to the person arranging installation, and mark the earlier preview as superseded. A reply saying the team will check is not the same as a changed production record.

If the change cannot be made, ask whether the original order will continue and when it is expected to dispatch. This matters before you buy a replacement: otherwise two murals may be produced for one wall. If cancellation is offered, request the written outcome and any applicable cost or refund under the current terms. Until one of those paths is confirmed, retain the original order details and the full message thread rather than assuming the request itself stopped production.

The final record should show one of three outcomes: an accepted revision with its new total and timetable, an unchanged order, or a confirmed cancellation. Compare any delivered mural with that record, not with a crop screenshot that was never accepted. An item arriving damaged or different from the confirmed specification is a separate issue from a late change of preference; document the delivered panels and follow the seller's published problem-reporting process.