Frequently Asked Questions (FAQ)
CUSTOMER SERVICE & HELP – MATEX TAPETEN
Your first address for wallpaper, wall design & home trends
If you have any questions or concerns, we are always happy to assist you personally.
You can reach us at:
Matex Tapeten Vertriebs GmbH
Frankfurterstr. 45 a
63571 Gelnhausen
📞 Phone: 0 60 51/977 977-0
📧 Email: info@matex-tapeten.de
FAQ – Quick help by topic
Ordering
I am looking for a specific wallpaper that I cannot find in the shop.
We will be happy to help you search.
Simply send us an email or WhatsApp message, or use our contact form.
Helpful information for the search:
- Manufacturer / brand / designer
- Item number
- Collection name
- Description of pattern or color
- Photo of the wallpaper
Please note: Many DIY stores use their own item numbers or carry own brands that we do not offer.
Can I specify a particular production number (batch)?
Yes.
Before completing your order, you will find a comment field.
There you can enter your desired production number.
- Batch available → will be delivered
- No longer available → you automatically receive the most recent batch
Can I reorder the same wallpaper later?
In most cases, yes.
To do so, enter the production number of your existing roll in the comment field.
Is there a minimum order value?
No, at Matex Tapeten 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.
After shipping, only a return within the scope of the right of withdrawal is possible.
I have not received an order confirmation.
Please check your spam folder.
If there is nothing there, get in touch with us – we will take care of it.
Can I view my order status?
Yes, if you have a customer account – under "My orders".
Why was my order canceled?
Usually because of a payment error.
Please simply order again.
Why is an item suddenly unavailable?
Since many wallpapers are shipped directly by the manufacturer, production delays or sell-outs can occasionally occur.
Can I order as a business customer?
Yes.
Please state your company name and your VAT ID.
For special conditions or larger quantities (from 100 rolls), simply contact us.
Payment
What payment options are there?
- 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 payment is not working – why?
Please make sure that your card is activated for 3D Secure.
What payment reference do I need to state for a bank transfer?
Please state the order number.
Where can I find my invoice?
In the shipping confirmation by email.
Customers with an account can also find it under "My orders".
Shipping & delivery
How much are the shipping costs?
- €4.90 per order
- free shipping from €50
- The final postage costs are determined in the cart according to weight, quantity and delivery address.
Applies to Germany & Austria.
Which countries do you deliver to?
- Germany
Other countries on request.
How long does shipping take?
- Germany: 1–3 working days
We will inform you immediately of any manufacturer backlogs.
Which parcel service is used for shipping?
Depending on the manufacturer:
- DHL
- DPD
- UPS
- GLS
It is not possible to choose.
Will I receive a shipping confirmation?
Yes – as soon as your order is on its way.
Is there shipment tracking?
On request, we will gladly send you the tracking number.
Is delivery to a Packstation possible?
Unfortunately not at present.
What happens if I am not at home?
The delivery driver will attempt:
· Delivery to a neighbor
· Drop-off at the parcel shop
· Another delivery attempt
Can I specify a different delivery address?
Yes – this is possible during the ordering process.
Can I collect my order in person?
Yes,
63571 Gelnhausen, Frankfurterstr. 45 a
Parcel arrived damaged – what now?
Please have this noted directly by the delivery driver and send us photos of the box & goods.
Returns, complaints & refunds
Can I return wallpaper if I do not like it?
Yes – within the scope of the right of withdrawal, provided that:
- the wallpaper rolls are unopened
- no goods sold by the meter (cut to size)
- no individual photo wallpapers / custom-made items
Can I extend the return period?
Only before ordering – simply talk to us.
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.
Vouchers
Can I combine several vouchers?
No – one voucher can be redeemed per order.
Can I redeem a voucher after ordering?
No, retroactive crediting is not possible.
Wallpaper & samples
Can I order wallpaper samples?
Yes, we charge 2 euros per sample. This is refunded 100% if you place an order. Please order by email. Payment is only possible by bank transfer or PayPal. You will receive a discount code in the amount of the sample order. After ordering, you will receive an email with the payment options.
What do the wallpaper symbols mean?
You will find an overview on the information page about wallpaper symbols.
Why is there a different item number on the roll than in the shop?
In some cases, we use our own item numbers.
The original manufacturer's number is on the roll.
How do I dispose of old wallpaper?
Smaller quantities can usually be disposed of with residual waste. Larger quantities should be taken to a recycling center.
What should I do with wallpaper packaging?
Cardboard packaging belongs in the paper 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.
May I throw wallpaper in the household waste?
This depends on the quantity and local regulations. Please check with your municipality.
What is the difference between photo wallpaper and normal wallpaper?
Photo wallpapers show a large, continuous motif, whereas classic wallpapers usually repeat patterns or textures.
Are digital photo wallpapers easy to apply?
Yes. Non-woven photo wallpapers are applied using the paste-the-wall technique and require no soaking time.
Can I order a photo wallpaper made to measure?
Many motifs are available in individual sizes or can be adapted for specific projects. Send us an email with the motif and dimensions.
We will gladly prepare a quote for you
Are photo wallpapers lightfast?
High-quality digitally printed 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 wallpapers and paper wallpapers – are a durable and resource-saving alternative to classic wall paint. They have a long service life, can often be painted over several times and therefore need to be renewed less often. This reduces material consumption, renovation intervals and waste. Modern wallpapers thus actively contribute to sustainable living.
What materials are sustainable wallpapers made of?
Many ecological wallpapers consist predominantly of natural raw materials such as cellulose fibers, textile fibers or recycled paper. Paper wallpapers in particular are often made on 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 wallpapers be recycled or disposed of in an environmentally friendly way?
Yes. Wallpaper packaging such as cardboard and plastic films is generally recyclable and labeled accordingly. Depending on the type of material, wallpaper remnants can be properly disposed of or returned to the recycling loop. Separate waste collection supports the reuse of raw materials and protects the environment.
Why do wallpapers contribute to a healthy indoor climate?
High-quality wallpapers are open to diffusion and help regulate humidity. Paper wallpapers in particular have a breathable effect and support a pleasant living climate. In addition, modern wallpapers are produced under strict European environmental standards and are low in emissions – ideal for sustainable interior design.
Do you need further help?
📍 Matex Tapeten Vertriebs GmbH
Frankfurterstr. 45 a, 63571 Gelnhausen
📞 Phone: 06051/997977-0
📧 Email: info@matex-tapeten.de