Frequently Asked Questions
I'm looking for a specific wallpaper that I can't find in the shop.
We are happy to help you with your search.
Simply send us an email, a WhatsApp message, or use our contact form.
Helpful information for your search:
- Manufacturer / Brand / Designer
- Article number
- Collection name
- Pattern or color description
- Photo of the wallpaper
Please note: Many DIY stores use their own article numbers or carry their own brands, which we do not offer.
Can I specify a particular production number (batch number)?
Yes.
You will find a comment field before completing your order.
There you can enter your desired production number.
- Available batch → will be delivered
- No longer available → You will automatically receive the latest batch
Can I reorder the same wallpaper later?
In most cases, yes.
Please enter the production number of your existing roll in the comment field.
Is there a minimum order value?
No, at Matex wallpapers you can order without a minimum order value.
Can I change or cancel my order?
Please contact us as soon as possible.
If your order is not yet in the shipping process, we can usually make changes.
Once shipped, returns are only possible within the scope of the right of withdrawal.
I have not received an order confirmation.
Please check your spam folder.
If you can't find what you're looking for there, please contact us – we'll take care of it.
Can I view my order status?
Yes, if you have a customer account – under “My Orders” .
Why was my order cancelled?
Mostly due to a payment error.
Please simply place your order again.
Why is an item suddenly unavailable?
Since many wallpapers are shipped directly from the manufacturer, there may occasionally be production delays or sell-outs.
Can I order as a business customer?
Yes.
Please provide your company name and VAT ID.
For special conditions or larger orders (from 100 rolls), simply contact us.
What payment options are available?
- Prepayment / bank transfer
- Purchase on account (Klarna, from €49)
- Installment purchase (Klarna, from €100)
- Klarna Pay Now
- Apple Pay
- credit card
- PayPal & PayPal Express
Credit card payments are not working – why?
Please ensure your card is enabled for 3D Secure .
What purpose should I specify when making a bank transfer?
Please provide the order number .
Where can I find my invoice?
In the shipping confirmation email.
Customers with an account can also find them under "My Orders".
How much are the shipping costs?
- €4.90 per order
- Free shipping on orders over €150
- The final shipping costs are calculated in the shopping cart based on weight, quantity and delivery address.
Applies to Germany & Austria.
Which countries do you deliver to?
- Germany
- Entire EU
Other countries available upon request.
How long does shipping take?
- Germany: 1–3 working days
- EU: 5–7 working days
We will inform you immediately if there are any manufacturer residues.
Which parcel service will be used for shipping?
Depending on the manufacturer:
- DHL
- DPD
- UPS
- GLS
A selection is not possible.
Will I receive a shipping confirmation?
Yes – as soon as your order is on its way.
Is there a shipment tracking system?
We will gladly send you the tracking number upon request.
Is delivery to a parcel locker possible?
Unfortunately not at the moment.
What happens if I'm not at home?
The delivery person is trying:
Delivery to a neighbor
• Drop-off at the parcel branch
• another delivery attempt
Can I specify a different delivery address?
Yes – it's possible during the ordering process.
Yes – it's possible during the ordering process.
Can I pick up my order in person?
Yes,
63755 Alzenau, Hanauerstr. 98
And
63571 Gelnhausen, Frankfurterstr. 45 a
Package arrived damaged – what now?
Please have the delivery person note this directly and send us photos of the box and goods.
Can I return wallpaper if I don't like it?
Yes – within the scope of the right of withdrawal, provided that:
- the wallpaper rolls are unopened
- not sold by the meter (cut to size)
- No custom photo wallpapers / made-to-measure wallpapers
Can I extend the return period?
Just contact us before ordering .
How do I make a complaint about a product?
Please send us an email with your order or invoice number and the reason for your complaint. We usually reply within 24 hours.
Can I combine multiple vouchers?
No – only one voucher can be redeemed per order.
Can I redeem a voucher retroactively?
No, a retroactive credit is not possible.
Can I order wallpaper samples?
Yes, we charge €2 per sample. This will be fully refunded upon ordering. Please order via email. Payment is only possible via bank transfer or PayPal. You will receive a discount code equal to the value of your sample order. After ordering, you will receive an email with payment options.
What do the wallpaper symbols mean?
You can find an overview on the information page about wallpaper symbols.
Why does the item number on the roll differ from the one in the shop?
We sometimes use our own article numbers.
The original manufacturer's number is printed on the reel.
How do I dispose of old wallpaper?
Smaller quantities can usually be disposed of with regular household waste. Larger quantities should be taken to a recycling center.
Where to put wallpaper packaging?
Cardboard boxes belong in the paper recycling bin (PAP20, PAP21, PAP22). Plastic films belong in the yellow bag (LDPE 04).
What does the Triman logo mean?
It indicates that the product and packaging must be disposed of separately.
What does the Green Dot mean?
The manufacturer participates in a dual recycling system for packaging.
Can I throw wallpaper in the household waste?
That depends on the quantity and local regulations. Please check with your local council.
What is the difference between photo wallpaper and regular wallpaper?
Photo wallpapers show a large, continuous motif, while classic wallpapers usually repeat patterns or structures.
Are digital photo wallpapers easy to apply?
Yes. Non-woven photo wallpapers are applied using the wall paste technique and do not require soaking time.
Can I order a custom-sized photo wallpaper?
Many designs are available in custom sizes or can be adapted to your specific project. Send us an email with your design and dimensions.
We would be happy to provide you with a quote.
Are photo wallpapers lightfast?
High-quality digital print wallpapers are generally very lightfast and retain their color intensity for years.
Are wallpapers a sustainable alternative to wall paint?
Yes, high-quality wallpapers – especially non-woven and paper wallpapers – are a durable and resource-saving alternative to traditional paint. They have a long lifespan, can often be painted over multiple times, and therefore need to be replaced less frequently. This reduces material consumption, renovation intervals, and waste. Modern wallpapers thus actively contribute to sustainable living.
What materials are sustainable wallpapers made of?
Many eco-friendly wallpapers consist primarily of natural raw materials such as cellulose fibers, textile fibers, or recycled paper. Paper wallpapers, in particular, are often made from high-quality recycled paper and are breathable and moisture-regulating. Modern non-woven wallpapers also contain a high proportion of natural components and are free of harmful plasticizers.
Can wallpaper be recycled or disposed of in an environmentally friendly way?
Yes. Wallpaper packaging such as cardboard boxes and plastic films is generally recyclable and marked accordingly. Depending on the type of material, leftover wallpaper can be disposed of properly or recycled. Separating waste supports the recovery of raw materials and protects the environment.
Why do wallpapers contribute to a healthy indoor climate?
High-quality wallpapers are breathable and help regulate humidity. Paper wallpapers, in particular, are breathable and promote a comfortable indoor climate. Furthermore, modern wallpapers are produced under strict European environmental standards and are low-emission – ideal for sustainable interior design.
Why do wallpapers contribute to a healthy indoor climate?
High-quality wallpapers are breathable and help regulate humidity. Paper wallpapers, in particular, are breathable and promote a comfortable indoor climate. Furthermore, modern wallpapers are produced under strict European environmental standards and are low-emission – ideal for sustainable interior design.
Do you need further assistance?
📍 Matex Tapeten Vertriebs GmbH Hanauerstr. 98, 63755 Alzenau
📞Telephone: 06023 / 3200360 📧Email: info@matex-tapeten.de