You can find answers to the most frequently asked questions here.
Wall decorating questions
Can I leave my old wallpaper on and stick the new paper over it?
If possible, it is best to remove the old wallpaper and stick the new one on to a smooth, bare wall.
If the old wallpaper is not damaged and has a smooth surface, you can paste the new paper over it without worrying. In this instance, we do not recommend using the 147g non-woven paper material as it is very thin and there is a risk of the old paper showing through.
Which pins should I use to pin my poster up?
Standard commercial tacks work well on a soft wall (plasterboard, wood, etc.). If your wall is very hard (concrete, stone, etc.), the pins will not go through it. If this is the case, you can use the alternative of double-sided tape, which you place along the entire perimeter of the poster.
There are pins which are transparent so that you don't ruin the decor by having coloured dots on it (these pins are sold separately on our website). There are also concrete pins available, but it is best to try these pins before buying a Scenolia poster.
Can a poster be re-cut?
The materials of the posters and wallpapers can be perfectly cut to size. You can adjust them to the size of your wall. We recommend using a cutter with a new blade and a metal ruler to ensure that the material is cut out carefully and cleanly. Cutting with a chisel is also possible, if you do a tracing beforehand so that you can cut it to the desired size.
Can I have samples of the materials?
Yes, of course! You can request free samples of material. Simply provide us with your name and postal address as well as the materials you would like samples of (a choice of premium paper, non-woven paper, pre-pasted paper and textile fabric). The samples are all printed with the same artwork, chosen in advance by us, so that you can compare the colour rendering. However, it is not possible to receive samples of the design of your choice.
I am looking for a decoration with specific dimensions that I cannot find on the site. Can I still order?
Yes, we are a manufacturer and can therefore print to your dimensions. To do this, call customer service on 1 (800) 526-1488 or email scenolia@scenolia.ca. We will provide you with a customised quote.
Where can I see the installation videos?
We have produced product installation videos to give you an example of how to install vertical or panoramic posters, wallpapers, wall hangings, etc. You can find all our guides on the installation videos page.
Why does my product smell?
Some products may have a certain odour when opened. We would like to reassure you about this! This is perfectly normal and safe and it doesn't last. Our products are tested by official laboratories and have received A grades for their air quality. It is still useful to ventilate the room to help these odours escape. More information about odours.
Can I install my decoration in my bathroom?
Some materials are well-suited to r wet rooms such as bathrooms. Others are less resistant. All our boards are moisture resistant, so you can install them without worrying Wallpaper can begin to peel off if it comes into contact with water. It is therefore advisable to keep the wallpaper away from areas where water splashing could occur. More information on bathroom decoration.
Why is my wallpaper peeling off?
Using a glue that is not strong enough, or the wrong amount of glue, can cause the wallpaper to peel off. This is why we recommend adhesives when you buy wallpaper from Scenolia.
If you have chosen strips and it is the joins that come off the wall, so as not to change the wallpaper, you can just re-glue these small pieces. To restore an existing wallpaper, you will need the appropriate adhesive, , a fine paintbrush and a cutting wheel or strong glue See our installation accessories.
Deliveries and returns
What are the delivery times?
We will put your order into production once your payment has been confirmed. Your decoration will be delivered to you within 3 to 5 working days.
What happens if I am not at home at the time of delivery?
No need to worry, an attempted delivery card will be left in your letterbox. It will invite you to contact the courier to arrange an appointment for a second delivery (free) or to collect the parcel from the post office.
What should I do if my package arrives damaged?
We carefully select our delivery partners. If your package arrives damaged, please document why you have refused to accept it on the package label at the time of delivery. Describe in detail the damage that has occurred to the goods and packaging. Give as much detail as possible about the reasons for your refusal and the type of damage (holes, opened package, torn product, etc.). If you are not aware of this at the time of delivery, please contact us within 3 calendar days, enclosing a photo. We will take care of the damage and manufacture a new product for you if necessary.
Can I track my package?
Of course, an email is sent to you as soon as your parcel is shipped, with a link allowing you to track your parcel. You can also access the delivery status of your current order at any time in your "My account" area, via the "Order history and details" section.
How are the shipping costs calculated?
Shipping costs are calculated according to the total weight of your order and the size of the different products. Postage is free in France for purchases of 80 ? or more made on our website
Is delivery abroad possible?
Yes, we deliver worldwide. To find out the price of postage, simply simulate an order and the website will display the cost for your geographical location.
How long is the returns period?
The returns period is 14 days from receipt of the goods. The customer must return the items in full in their respective packaging. The order will be refunded in full, apart from the cost of returning the goods, within 15 days.
Ordering
How long will it take for my order to be shipped?
Your order will be shipped within 1 to 3 working days. Counting 2 days for delivery, you will receive your decoration products at home in 3 to 5 working days from receipt of payment. (For this reason, the delivery time is extended for payment by cheque).
How do I cancel my order?
If you wish to cancel your order, please contact Customer Service as soon as possible on 1 (800) 526-1488 or by email using the contact form. We will cancel your order when you call and refund your money as soon as possible.
I have just received my order and it is damaged, what should I do?
We know that some items are fragile, which is why we pack them with the utmost care. Damage during transport is therefore very rare. If damage has occurred, , please contact Customer Service on 1 (800) 526-1488 or by email using the contact form.
What should I do if the product I received does not correspond to its description?
This may be due to the settings on your screen. If the item you have received does not correspond to its description, please send us a photo using the contact form or contact us by telephone on 1 (800) 526-14883.
What if part of my order is missing?
In the event of an incomplete delivery, please contact us by telephone on 1 (800) 526-1488 or by e-mail using the contact form. We will work with you to find a solution to the problem.
Payment
What payment methods are accepted?
The different means of payment accepted are credit card, Paypal or cheque. For all payments by cheque, please send your payment to
Scenolia
Prismaflex Canada Inc
1645 Queensway E.
Mississauga Ontario
L4X 3A3
Canada