Contact Us & FAQ

Frequently Asked Questions

Please ensure you read the FAQ's below before contacting us, which will give you a much quicker answer to your question. More than 90% of customer queries can be answered via the FAQ's below

We want to ensure your order reaches you as soon as possible, so once your order has been placed, it goes into our print queue automatically. If you notice a mistake or need to amend your order or there is an error to the delivery address, you can change your order via our automated system within 1 hour of payment via the ‘I need to amend my order’ contact form option at the bottom of this page.

If we are contacted any later than this, your item will be in production & we will NOT be able to make any amends to your order. THERE ARE NO EXCEPTIONS TO THIS PROCESS. Please do not email requesting an amend after this time, as the amend wlll NOT be able to actioned 

 We are a commercial printer & operate 24 hours a day, 7 days a week.

Our amends policy is detailed below:

This option is for requesting AMENDS TO ORDERS SUBMITTED IN THE PAST HOUR ONLY. After one hour your order will be moved into our automated production & no further amends can be actionedTHERE ARE NO EXCEPTIONS TO THIS PROCESS & please do not email requesting an amend after this time, as the amend wlll NOT be able to actioned

If you have noticed a mistake, you are able to change your order up to one hour after it is placed by editing your order by yourself using our automated system.

Please note we are unable to action any requests to make a manual amend (which includes spellings, text changes, font changes, font sizes, position of text, colour changes) & customers MUST make any amend themselves in the same way as they have placed their order. 

Once you have amended your mistake, acceptance will be confirmed on screen and an email confirming the change will be sent to your email address & supersedes any previous order confirmation details. If you do not see this confirmation either on screen or via email, the amendment request has NOT been submitted.

Requests for any changes sent via our ‘general enquiries’ option cannot be actioned. We are also unable to process amends via telephone, email (including replying to your order confirmation, order in production or dispatch emails), social media or any other form of communication other than via the ‘I need to amend my order’ option at the bottom of this page.

Any amend requests to make a change to the design submitted via the gift message option will NOT be actioned. This option is solely to change the gift message itself.

As all our designs are templates that enable customers to see their designs previewed ‘live’ on screen, we do rely on these being checked by the customer prior to payment, & strongly emphasize that it is the customer's responsibility to ensure that the content and layout of the design is accurate and precise before approval when placing the order. This includes: - spelling, grammar, layout, colours, sizes, font size, quantities, delivery address and type of product e.g. print/framed print/canvas/cushion etc.

Due to our designs being bespoke software templates which requires coding, you are unable to make any changes after purchase for the following:

  • Changes to the size of text
  • Add additional text or characters in addition to a line’s maximum number of characters
  • Changes to the position of text
  • Changes to the design layout
  • Changes to the size of the final design to a non standard size
  • Changes to the background colour or text colour 
  • Any other creative changes

We are unable to cancel any orders one hour after placing the order, as your order will be in production.

Our contact details to submit an amend can be found on the following link or at the bottom of this page. Please ensure you select the 'I need to amend my order' option as we are unable to action amend requests via the general enquiries option:  https://www.chatterboxwalls.com/contact-us

We are really sorry, but once your order has been shipped we are unable to change the delivery address

If we have shipped your order via Fedex, you many be able to change the delivery address by dowloading & using the Fedex app & the fedex delivery manager section.

Please note that we are unable to contact Fedex to make changes on your behalf

We are currently implementing a system provide a 3-D secure authenitcation to integrate with your payment provider & anticipate this will be oprtaional mid february. 

If your transaction is declined due to this message, can we suggest that you save your design, then resubmit your order with an alternative payment card or via Applepay, Googlepay or a Paypal account.

We are really sorry, but you are unable to make any changes to an order more than 1 hour after payment as it will be in production.

We encourage customers to check your design for accuracy BEFORE placing your order & when placing your order, you confirm acceptance via our terms & conditions that ‘I have approved the design I have created to proceed to production, and it will be produced exactly as previewed. This includes spellings, grammar, layout, colours, sizes, fonts (including distressed fonts), quantities and type of print/canvas/cushion. It is important that (you) the customer checks that the spelling, grammar and word layouts, sizes, quantities and type of print/canvas are correct prior to approval and payment. It is solely the customer’s responsibility to check the design for spelling, grammar sizes, colour option and type of print/canvas/cushion prior to approval of the design created on our website prior to payment. Chatterbox Walls cannot be held responsible for any errors which are made with regards to the spelling, grammar, word layout, colour option, sizes and type of print/canvas/cushion.... I understand that I cannot submit an amend more than 1 hour after the order has been placed & it will not be possible to change the order after this time.’

Additionally, as we want your order to reach you as soon as possible, we produce ALL orders almost straight away after payment, so we advise of a one-hour grace period after placing an order for customers to check, double check & triple check their order for accuracy, & during this hour after placing your order only, you have the option to amend any mistakes. 

This information is clearly stated on your order confirmation screen & email confirmation. 

After 1 hour ALL items go into production & no further changes can be made to any orders. We are a commercial printer & produce orders 24 hours a day, 7 days a week.

If you have noticed a mistake (more than 1 hour after placing your order) your order will already be in production & we are really sorry, but we are unable to make any changes to it & you would need to place a new order should you wish to make any changes.

You are able to buy your design as an unframed paper print & it should take less than a minute to change the print by bending the clips on the rear of the frame using an upturned spoon.

To recreate your design, if you have saved your design into your account, you can retrieve it & amend or you can re-do your order in the normal way (you can copy & paste the text from your original order confirmation email)

 

Answer – Please use our order tracking page before contacting us which will give you a quicker response.

You will need to input your email address & order number & a link to our courier's website tracking will be displayed, where you will need to input your tracking number, NOT your order number.

All our orders are shipped in two working days. Over 98% of our orders are dispatched via FedEx, and you should have received a tracking email from our carrier when it has been dispatched. If your order has not been delivered, please ensure you use the tracking information provided from the carrier before contacting us.

Answer - At the time of order an automated order confirmation email with a thumbnail image of your design is sent using the email address the customer has used for the order. If you have not received this, please check your spam folder for this email or if paying via paypal, check the email address which is registered to your paypal account before contacting us.

Answer - As all our designs are templates, which enable customers to see their personalized words preview as you type, we’re sorry but we are unable to create designs which are not featured on our website.

Please ensure that you let us know the exact webpage (URL) of the product, or its product title or send us a screen shot of the design when making your enquiry.

We won't know which product/design you are enquiring about unless you do this

Answer – Yes, there is an option to add a short gift message to the recipient during the checkout process

Answer - Once you place your order, the item goes into an automated print queue. In the event you notice a mistake in the words or images you have typed and approved, we may be able to make a change if we are contacted within 1 hour via email only . If we are contacted after 1 hour, we regret we are unable to make any changes. If we are able to make an amend after the item has been paid for we will make one manual amend free of charge. Please note that if you are requesting an amend to your order, this may delay dispatch of your item by up to 24 hours.

Absolutely, we'd love to work with you - simply send us a message on the form below including your social media details

Express delivery is currently not available. 

Due to covid 19, we have we have had to change our workflow to ensure social distancing for our team & as a result we are currently unable to offer an express delivery service.

We are currently dispatching all orders in 2 working days.

More information on our dispatch & delivery estimates can be found on the following link: 

https://www.chatterboxwalls.com/delivery-costs 

 

If you order goods from our website for delivery outside the USA, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. 

These are collected by our delivery partner on behalf of the destination country for delivery & are not an extra delivery charge.

You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. 

Should an order be returned due to the non payment of import duty or local taxes no refund on your goods or shipping costs will be provided as they have been produced as a bespoke product to the customer’s requirements (as we can’t sell your bespoke design to someone else). 

Answer – All orders are dispatched in 2 working days.

The end printed result of the quality of your photo is directly linked to the quality of the original image which you are uploading. 

Whilst we use professional commercial grade printing presses, we want your original image to look its absolute best when it is printed as wall art, so we encourage you to upload the best quality image that you can. 

We have automated checks on the quality of your image when it is uploaded & if it does not meet a minimum pixel or DPI requirement, you will be automatically advised at the point of upload with the warning 'The resolution of the image you have uploaded may be too small & may not suitable for the size chosen. To solve this problem, we suggest that you upload a higher quality image. Should you continue with this photo image your print could appear grainy, blurry or pixelated. If you have used Instagram or Facebook, consider uploading the original image.'

Of course, we realise that you might not have a better quality image & you want to proceed anyway, which is why there is the option to proceed by checking a box to confirm that 'I would like to proceed and I understand this photo may be pixelated, blurry or grainy when printed.'

No - we are sorry, but we do not ship to PO box numbers as some of our delivery partners will not deliver to them. If you have added a PO box number as your delivery address, you will be contacted to provide an alternative delivery address. Please note, we are unable to offer refunds if you cannot proviude an alternative delivery address

Answer – Yes we do – We ship globally via FedEx Express. From dispatch delivery takes 2-3 working days to Rest of the World (see delivery page for details).

Whilst we ship globally on a daily basis, we are currently unable to ship any orders to EU countries, due to issues arising from new trade agreement rules & regulations with EU countries which have caused many of our shipments to be returned without explanation and also import duties & additional tax charges to be applied to customers.

Answer - Please ensure that you are using the most up to date version of your internet browser and Javascript enabled.

Answer - As all our designs are templates, which enable customers to see their personalized words preview as you type, we’re sorry but we are unable to change the font on any design as they are pre-set to allow for text width on each line.

At present our live preview software is not able to process emojis.

This is usually caused by the billing address not matching the card issuer's information on file. Please ensure that your billing address matches the name & address information which the card issuer has on file for you.

Some of our designs feature a distressed font to enhance the creative feel of the design. This is clearly shown on the on screen previews and referenced in the description of the featured design

Our frames can be found to be purchased separately on the following link

The stated sizes on each product page are for prints without a frame, so small size is (11.7" x 8.3") & medium is (16.5" x 11.7") etc

If you have made an amend within one hour of your order being placed (via the I have noticed a mistake option below only), you will have received an email confirming your amend has been actioned. The text in your dispatch email will NOT show the amend has been actioned as this is done manually on the artwork submitted

If you have noticed a mistake once you have received your item, you would need to place a new order should you wish to make any changes.

You are able to buy your design as an unframed paper print & it should take less than a minute to change the print by bending the clips on the rear of the frame using an upturned spoon.

To recreate your design, if you have saved your design into your account, you can retrieve it & amend or you can re-do your order in the normal way (you can copy & paste the text from your original order confirmation email)

Please also note the following 

We encourage customers to check your design for accuracy BEFORE placing your order & when placing your order, you confirmed acceptance via our terms & conditions that ‘I have approved the design I have created to proceed to production and it will be produced exactly as previewed. This includes spellings, grammar, layout, colours, sizes, fonts (including distressed fonts), quantities and type of print/canvas/cushion. It is important that (you) the customer checks that the spelling, grammar and word layouts, sizes, quantities and type of print/canvas are correct prior to approval and payment. It is solely the customer’s responsibility to check the design for spelling, grammar sizes, colour option and type of print/canvas/cushion prior to approval of the design created on our website prior to payment. Chatterbox Walls cannot be held responsible for any errors which are made with regards to the spelling, grammar, word layout, colour option, sizes and type of print/canvas/cushion.’

Additionally, as we want your order to reach you as soon as possible, we also advise of a ONE-HOUR GRACE PERIOD after placing an order for customers to check, double check & triple check their order for accuracy & YOU HAVE THE OPTION TO AMEND ANY MISTAKES. This information is clearly stated on your order confirmation screen, email confirmation. After 1 hour ALL items go into production & no further changes can be made to any orders. We are a commercial printer & produce orders 24 hours a day, 7 days a week.

If you have noticed a mistake once you have received your item, you would need to place a new order should you wish to make any changes.

Whilst we pack all of our products robustly & with care prior to dispatch, on very rare occasions they can be damaged in the courier network. If your order has arrived damaged, we sincerely apologise. Please contact us via the email address at the bottom of this page to advise of the damage. 

To consider a replacement, we require clear photographic evidence of the damage, including the packaging within 1 working day of delivery to be provided via email. 

Please submit ALL of the following information & supporting evidence

  • A photo clearly showing the damage to the product
  • A photo showing all of the received product from the front
  • A photo showing all of the received product from the back
  • At least one photo showing all of the front side of the outer packaging (which  also includes the address label)
  • A photo of the address label
  • At least one photo showing all of the back side of the outer packaging
  • A photo showing any damage to the outer packaging
  • A photo showing all of the inner packaging.

All reports of damage must be submitted within 24 hours of delivery. This will enable us to take up the issue with our couriers. 

Once ALL of the above requested information & photos are received, we will advise on a replacement. 

Submitting part of the information requested or unclear photos will cause a delay in your replacement being sent, pending all of the requested information being received.

We do not offer refunds on damaged orders but will produce a replacement when all of the requested information has been received.

We do not offer refunds on damaged orders but will produce a replacement (or send a frame only or clear acrylic glaze) when all of the requested information has been received.

If a framed print is damaged, unless there is also damage to the print, only a frame will be sent as a replacement.  If only the clear acrylic glaze is damaged, only a replacement piece of this will be sent & not a new frame or print. It should take less than a minute to change the print or clear acrylic glaze by bending the clips on the rear of the frame using an upturned spoon.

Replacement orders due to damage will be dispatched on the same delivery tariff as the original order.

PLEASE NOTE WITHOUT ALL OF THE REQUESTED PHOTOGRAPHIC EVIDENCE, WE ARE UNABLE TO SEND A REPLACEMENT

Our email address is support@chatterboxwalls.com 

Note our office opening hours are Monday - Friday 10am - 4pm (excluding bank holidays) & we are unable to respond to queries outside these hours.

Contact us

If you need to contact us about your recent order or your question is not listed please use the contact form below.

This option is for requesting AMENDS TO ORDERS SUBMITTED IN THE PAST HOUR ONLY. After one hour your order will be moved into our automated production & no further amends can be actionedTHERE ARE NO EXCEPTIONS TO THIS PROCESS & please do not email requesting an amend after this time, as the amend wlll NOT be able to actioned

If you have noticed a mistake, you are able to change your order up to one hour after it is placed by editing your order by yourself using our automated system.

Please note we are unable to action any requests to make a manual amend (which includes spellings, text changes, font changes, font sizes, position of text, colour changes) & customers MUST make any amend themselves in the same way as they have placed their order. 

Once you have amended your mistake, acceptance will be confirmed on screen and an email confirming the change will be sent to your email address & supersedes any previous order confirmation details. If you do not see this confirmation either on screen or via email, the amendment request has NOT been submitted.

Requests for any changes sent via our ‘general enquiries’ option cannot be actioned. We are also unable to process amends via telephone, email (including replying to your order confirmation, order in production or dispatch emails), social media or any other form of communication other than via the ‘I need to amend my order’ option at the bottom of this page.

Any amend requests to make a change to the design submitted via the gift message option will NOT be actioned. This option is solely to change the gift message itself.

As all our designs are templates that enable customers to see their designs previewed ‘live’ on screen, we do rely on these being checked by the customer prior to payment, & strongly emphasize that it is the customer's responsibility to ensure that the content and layout of the design is accurate and precise before approval when placing the order. This includes: - spelling, grammar, layout, colours, sizes, font size, quantities, delivery address and type of product e.g. print/framed print/canvas/cushion etc.

Due to our designs being bespoke software templates which requires coding, you are unable to make any changes after purchase for the following:

  • Changes to the size of text
  • Add additional text or characters in addition to a line’s maximum number of characters
  • Changes to the position of text
  • Changes to the design layout
  • Changes to the size of the final design to a non standard size
  • Changes to the background colour or text colour 
  • Any other creative changes

We are unable to cancel any orders one hour after placing the order, as your order will be in production.

Our contact details to submit an amend can be found on the following link or at the bottom of this page. Please ensure you select the 'I need to amend my order' option as we are unable to action amend requests via the general enquiries option:  https://www.chatterboxwalls.com/contact-us

Enter the email address used to place the order
Send

Please do not request any changes to your order via this option as they will NOT be actioned. Please use the 'I need to amend my order' option instead

If you are enquiring about the delivery status of your order please use the order tracking page which will give you the most accurate & up to date information regarding the delivery status of your order