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Frequently asked Questions

Payment and Dispatch Information

Auswirkungen auf Versandzeiten durch Covid-19

Sehr geehrte Kunden,

die aktuelle Situation um Corona stellt unser Unternehmen, unsere Mitarbeiter, unsere Lieferanten und alle Paketdienstleister vor große logistische und operative Herausforderungen. Wir nehmen die Lage sehr ernst und versuchen unserseits, durch diverse Maßnahmen, die Verbreitung des Covid-19 Virus zu verlangsamen, welche jedoch auch die Abwicklung in diversen Bereichen erschwert.
Trotz aller Umstände steht unser Onlineshop weiterhin zur Verfügung und wir können Ihnen versichern, dass jeder Mitarbeiter sein absolut Bestes gibt und Mehrarbeit und Extraschichten einlegt, damit Sie Ihre Bestellung schnellstmöglich erhalten.

Unser Showroom bleibt zu Ihrem und zum Schutze unserer Mitarbeiter bis auf weiteres geschlossen. Sollten es Änderungen bezüglich der Öffnung des Showrooms geben, werden wir Sie natürlich informieren.
Wir bitten daher um Verständnis, wenn Ihre Bestellung ggf. nicht pünktlich ankommt, denn von der Warenbeschaffung, über die Bestellabwicklung bis hin zur Zustellung durch die Paketdienstleister und Speditionen kann es leider zu Verzögerungen und täglich neuen Problematiken kommen, auf welche wir, trotz allen Einsatzes, keinen Einfluss haben.

Von daher stellen die aktuell dargestellten Lieferzeiten und Verfügbarkeiten, aufgrund der außergewöhnlichen Situation, lediglich Richtwerte dar, welche wir ebenfalls tagtäglich bei Hunderten Artikeln anpassen müssen.
Bitte beachten Sie dementsprechend auch, dass wir die Lieferungen im Einzelfall leider nicht beschleunigen können, sondern die Kapazitäten es lediglich zulassen, dass jede Bestellung lediglich nacheinander abgewickelt werden kann.
Bei gröberen Lieferverzögerungen oder Lieferengpässen erhalten Sie natürlich automatisch eine Mitteilung durch unseren Kundendienst.

Denn aktuellen Bearbeitungsstatus Ihrer Bestellung können Sie ansonsten jederzeit über Ihr Kundenkonto oder über den Statuslink aus der Eingangsbestätigungsemail automatisch einsehen.
Unser Kundendienst ist aktuell in der Zeit von 10 - 17 Uhr (Mo - Fr) und 10 - 13 Uhr (Sa) erreichbar. Bitte beachten Sie diesbezüglich, dass es speziell aufgrund des ungewöhnlich hohen Telefonaufkommens zu einer erschwerten telefonischen Erreichbarkeit kommen kann. Wir empfehlen Ihnen dementsprechend den Kontakt per E-Mail.

Wir danken, während dieser schwierigen und besonderen Zeit, für Ihr Verständnis und wünschen Ihnen, Ihrer Familie und Liebsten viel Kraft, Gesundheit und alles Gute.

Mit freundlichen Grüßen,
Ihr OREX Team

National Dispatch Conditions
CATEGORY PRICE
Wallpaper free shipping
Photo Wallpaper free shipping

Wallstickers

free shipping
Home Textiles free shipping
Stair Tread Mats 3,99 €
Sisal Stair Tread Mats 3,99 €
Door Mats 3,99 €
Dirt Barrier Mats free shipping
Carpets free shipping
Children's carpets 4,95 €
Accessory/Supplies 3,99 €
Pictures 4,95 €
Carpet Tiles 4,95 €
Runner Rugs 4,95 €
Dirt Barrier Runner Rugs

4,95 €

Paints & Lacquers

4,95 €

Artificial turf

4,95 €

Vinyl flooring

49,95 €*

Please note the following about our shipment and delivery:

  • Please note that the processing time can take 1-4 working days before shipment.
  • The delivery time within Germany is always specified in the respective product description. The deadline for delivery begins after payment. You will receive an automatic confirmation e-mail after receipt of payment. If the delivery deadline falls on a Saturday, Sunday or a public holiday the delivery will be proceeded the next business day. Delivery days are Monday to Friday.
  • If you order multiple items, for which are accounted different shipping cost, only the higher shipping cost amount will be charged once.
  • If you order multiple items with shipping cots, only the higher shipping costs will be calculated.
  • A delivery to freight stations or mailboxes is not possible.
  • For shipments in island regions we charge a island surcharge of 15.95 €.
  • *The shipping costs for the vinyl floor account for a value of goods from 800,- €. Delivery by transport company. Delivery takes place free to kerbside. 

Delivery Time

You will always find information about the delivery time in the respective product description. Please note that this information only refers to the dispatch within Germany. You will find information about delivery times for international shipping in the tables below (International Dispatch). The deadline for delivery begins after payment receipt. The deadline for delivery begins after payment. You will receive an automatic confirmation e-mail after receipt of payment. If the delivery deadline falls on a Saturday, Sunday or a public holiday the delivery will be proceeded the next business day. Delivery days are Monday to Friday.

Delivery Address

If you do not specify a separate delivery address, your order is always sent to the billing address.
Note for PayPal customers: For PayPal payments we are obliged as a trader to deliver to the registered PayPal address. Please make sure that the indicated address is up to date.

International Dispatch Conditions

Notes for international buyers (outside the EU)

  • Import duties, taxes and charges are not included in the term price or shipping charges. These charges are buyer’s responsibility. Please check with your countries custom office to determine what these additional costs will be prior to buying.
  • These mentioned charges are normally collected by the delivering freight (shipping) company or when you pick them up – do no confuse them for additional shipping charges.
  • We generally do not mark merchandise values below value or mark items as “gifts” – Governmental regulations prohibit such behavior.
  • For shipments in island regions we charge a island surcharge of 15.95 €.

Shipping time

  • Please note that the processing time can take 1-4 working days before shipment.
  • Unless the item description specified any other period, the mentioned shipping time for the stated country takes place.
  • The mentioned shipping periods apply in each case after order confirmation (at an agreed advanced payment, after payment receipt).
  • Please consider, that on sundays and public holidays no notification is made.

Delivery Address

If you do not specify a separate delivery address your order will always be sent to the billing address.

Dispatch cost (inclusive of legally applicable VAT)

Shipping costs within the BeNeLux-States

BeNeLux First item Each addit. item Shipping time
Belgium 9,95 € 0,00 € 1 - 3 working days
Luxembourg 9,95 € 0,00 € 1 - 3 working days
Netherlands 9,95 € 0,00 € 1 - 3 working days

Shipping costs within the European Union:

European Union First item Each addit. item Shipping time
Bulgaria 19,95 € 0,00 € 6 - 7 working days
Denmark 9,95 € 0,00 € 3 - 5 working days
Estonia 15,95 € 0,00 € 4 - 7 working days
Finland 14,95 € 0,00 € 4 - 7 working days
France (mainland) 9,95 € 0,00 € 3 - 5 working days
Greece 19,95 € 0,00 € 4 - 7 working days
Great Britain 9,95 € 0,00 € 3 - 5 working days
Ireland 16,95 € 0,00 € 3 - 5 working days
Italy 13,95 € 0,00 € 3 - 5 working days
Croatia 16,95 € 0,00 € 4 - 7 working days
Lithuania 16,95 € 0,00 € 4 - 7 working days
Malta 19,95 € 0,00 € 4 - 7 working days
Austria 7,95 € 0,25 € 1 - 3 working days
Poland 12,95 € 0,00 € 5 - 7 working days
Portugal 15,95 € 0,00 € 5 - 7 working days
Romania 19,95 € 0,00 € 6 - 9 working days
Sweden 14,95 € 0,00 € 3 - 5 working days
Slovakia 15,95 € 0,00 € 3 - 5 working days
Slovenia 12,95 € 0,00 € 3 - 5 working days
Spain (mainland) 15,95 € 0,00 € 5 - 7 working days
Spain (Balearen) 19,95 € 0,00 € 7 - 9 working days
Spain (Kanaren, Melilla, Ceuta) 24,95 € 0,00 € 7 - 9 working days
Czech Republic 12,95 € 0,00 € 3 - 5 working days
Hungary 14,95 € 0,00 € 5 - 7 working days
Cyprus 19,95 € 0,00 € 5 - 7 working days

Shipping cost for delivery in the remaining european countries:

Europa First item Each addit. item Shipping time
Albania 22,00 € 5,00 € 7 - 9 working days
Andorra 19,95 € 2,00 € 5 - 7 working days
Bosnia Herzegovina 22,00 € 3,00 € 6 - 9 working days
Georgia 59,00 € 6,00 € 4 - 7 working days
Iceland 22,00 € 3,00 € 5 - 7 working days
Kazakhstan 59,00 € 6,00 € 10 - 14 working days
Corsica 19,95 € 0,00 € 5 - 7 working days
Liechtenstein 22,00 € 2,50 € 3 - 5 working days
Macedonia 22,00 € 3,00 € 6 - 9 working days
Moldova 22,00 € 3,00 € 6 - 9 working days
Monaco 19,95 € 0,00 € 3 - 5 working days
Montenegro 22,00 € 3,00 € 6 - 9 working days
Norway 22,00 € 2,00 € 5 - 7 working days
Russia 29,00 € 5,00 € 7 - 18 working days
Schweiz 22,00 € 2,00 € 3 - 5 working days
Serbia 22,00 € 3,00 € 6 - 9 working days
Turkey 39,00 € 5,00 € 6 - 9 working days
Ukraine 22,00 € 3,00 € 6 - 9 working days
Belarus 22,00 € 3,00 € 6 - 9 working days

Shipping costs for delivery in third countries:

Worldwide First item Each addit. item Shipping time
Egypt 30,00 € 5,00 € 5 - 7 working days
Algeria 30,00 € 5,00 € 7 - 12 working days
Argentina 69,00 € 8,00 € 7 - 10 working days
Australia 69,00 € 8,00 € 8 - 12 working days
Bahamas 69,00 € 8,00 € 8 - 12 working days
Bahrain 49,00 € 7,00 € 8 - 12 working days
Bangladesh 49,00 € 7,00 € 8 - 12 working days
Barbados 69,00 € 8,00 € 8 - 12 working days
Belize 69,00 € 8,00 € 8 - 12 working days
Benin 69,00 € 8,00 € 8 - 12 working days
Brasilia 69,00 € 8,00 € 8 - 12 working days
Chile 69,00 € 8,00 € 9 - 12 working days
China 49,00 € 7,00 € 6 - 10 working days
Costa Rica 69,00 € 8,00 € 9 - 12 working days
Dominican Republic 69,00 € 8,00 € 9 - 12 working days
Ecuador 69,00 € 8,00 € 9 - 12 working days
Ghana 69,00 € 8,00 € 10 - 14 working days 
Guatemala 69,00 € 8,00 € 9 - 12 working days 
Haiti 69,00 € 8,00 € 9 - 12 working days 
Honduras 69,00 € 8,00 € 9 - 12 working days 
Hongkong 69,00 € 8,00 € 6 - 10 working days
India 49,00 € 7,00 € 9 - 12 working days
Indonesia 49,00 € 7,00 € 9 - 12 working days
Iraq 49,00 € 7,00 € 9 - 12 working days
Iran 49,00 € 7,00 € 10 - 14 working days
Israel 29,00 € 6,00 € 14 - 21 working days
Jamaica 69,00 € 8,00 € 9 - 12 working days
Japan 49,00 € 7,00 € 6 - 10 working days
Yemen 59,00 € 6,00 € 9 - 12 working days
Jordan 59,00 € 6,00 € 9 - 12 working days
Cambodia 59,00 € 6,00 € 9 - 12 working days
Canada  49,00 € 7,00 € 6 - 9 working days
Cape Verde 69,00 € 8,00 € 9 - 12 working days
Qatar 49,00 € 7,00 € 9 - 12 working days
Colombia 69,00 € 8,00 € 9 - 12 working days
Kosovo 22,00 € 3,00 € 9 - 12 working days
Cuba 69,00 € 8,00 € 9 - 12 working days
Kuwait 59,00 € 6,00 € 9 - 12 working days
Laos 59,00 € 6,00 € 9 - 12 working days
Libanon 29,00 € 6,00 € 9 - 12 working days
Malaysia 59,00 € 6,00 € 9 - 12 working days
Marocco 29,00 € 6,00 € 7 - 18 working days
Mauritius 69,00 € 8,00 € 9 - 12 working days
Mexico 49,00 € 7,00 € 9 - 12 working days
Myanmar 49,00 € 7,00 € 9 - 12 working days
Nepal 49,00 € 7,00 € 9 - 12 working days
New Zealand 69,00 € 8,00 € 9 - 12 working days
Nicaragua 69,00 € 8,00 € 9 - 12 working days
Oman 59,00 € 6,00 € 9 - 12 working days
Pakistan 59,00 € 6,00 € 9 - 12 working days
Panama 69,00 € 8,00 € 9 - 12 working days
Paraguay 69,00 € 8,00 € 9 - 12 working days
Philippines 59,00 € 6,00 € 9 - 12 working days
Rwanda 69,00 € 8,00 € 9 - 12 working days
Saudi Arabia 59,00 € 6,00 € 7 - 10 working days
Singapore 59,00 € 6,00 € 9 - 12 working days
Sri Lanka 59,00 € 6,00 € 9 - 12 working days
South Africa 69,00 € 8,00 € 9 - 12 working days
South Korea 59,00 € 6,00 € 9 - 12 working days
Taiwan 59,00 € 6,00 € 9 - 12 working days
Thailand 59,00 € 6,00 € 9 - 12 working days
Trinidad & Tobago 69,00 € 8,00 € 9 - 12 working days
Tunisia 29,00 € 6,00 € 9 - 12 working days
Uruguay 69,00 € 8,00 € 9 - 12 working days
USA 49,00 € 6,00 € 7 - 10 working days 
Venezuela 69,00 € 8,00 € 7 - 10 working days 
United Arab Emirates  59,00 € 7,00 €  9 - 12 working days 
Vietnam 59,00 € 7,00 € 7 - 10 working days 

Shipping costs for carpet tiles and wallpaper working tables

Country Shipping costs Shipping time
Belgium 19,90 € 1 - 3 working days
Denmark 19,50 € 3 - 5 working days
Estonia 24,95 € 3 - 5 working days
Finland 24,95 € 4 - 7 working days
France 19,50 € 3 - 5 working days
Great Britain 19,90 € 3 - 5 working days
Ireland 24,95 € 3 - 5 working days
Italy 19,50 € 3 - 5 working days
Croatia 19,50 € 4 - 7 working days
Latvia 24,95 € 4 - 7 working days
Lithuania 24,95 € 4 - 7 working days
Luxembourg 19,90 € 1 - 3 working days
Netherlands 19,90 € 1 - 3 working days
Austria 19,80 € 1 - 3 working days
Poland 24,95 € 5 - 7 working days
Portugal 24,95 € 5 - 7 working days
Sweden 24,95 € 3 - 5 working days
Slovakia 24,95 € 3 - 5 working days
Slovenia 24,95 € 3 - 5 working days
Spain 24,95 € 3 - 5 working days
Czech Republic 19,90 € 3 - 5 working days
Hungary 19,90 € 5 - 7 working days

Shipping costs for runner rugs:

Country Shipping costs Shipping time
Belgium 9,95 € 1 - 3 working days
Denmark 14,95 € 3 - 5 working days
Estonia 14,95 € 1 - 3 working days
Finland 19,95 € 4 - 7 working days
France 14,95 € 3 - 5 working days
Great Britain 14,95 € 3 - 5 working days
Ireland 19,95 € 3 - 5 working days
Italy 14,95 € 3 - 5 working days
Croatia 19,95 € 4 - 7 working days
Latvia 19,95 € 4 - 7 working days
Lithuania 19,95 € 4 - 7 working days
Luxembourg 9,95 € 1 - 3 working days
Netherlands 9,95 € 1 - 3 working days
Austria 9,95 € 1 - 3 working days
Poland 19,95 € 5 - 7 working days
Portugal 19,95 € 3 - 5 working days
Sweden 19,95 € 3 - 5 working days
Slovakia 19,95 € 3 - 5 working days
Slovenia 19,95 € 3 - 5 working days
Spain 19,95 € 3 - 5 working days
Czech Republic 14,95 € 3 - 5 working days
Hungary 14,95 € 5 - 7 working days
  • Delivery time within Germany will be 1 - 2 working days, unless the item description specified any other period.
  • We charge no shipping fee within Germany (excluding mentioned items in the list).
  • For shipments in island regions we charge a island surcharge of 15.95 €.
  • If you order multiple items, for which are accounted different shipping cost, only the higher shipping cost amount will be charged once.

Notification

Delivery periods Unless any other period is specified in the item description, the product is delivered in Germany within 1-7 days, in case of foreign deliveries, within 2-14 days after the order confirmation (in case an advance payment has been agreed upon, after the payment authorisation). Please note that deliveries are not made on Sundays and other holidays. Terms of payment In case of deliveries within Germany, you have the following payment options: - Prepayment via transfer - Payment via PayPal - Payment via PayPal Express - Payment via Skrill In case of deliveries to a foreign country, you have the following payment options: - Prepayment via transfer - Payment via PayPal - Payment via PayPal Express - Payment via Skrill In case of questions, please contact us at the contact details mentioned in the Legal Notice.

If you have further questions, you can find our contact details at legal notice or use our contact form!

Terms of Payment

Important for PayPal customers:

With PayPal payments we are obliged to deliver to the registered PayPal address. So please update your address regularly.

We offer the following payment methods

  • Payment in advance by bank transfer
  • Payment by PayPal
  • Payment by PayPal Express
  • Payment by Skrill - Credit Card (Visa, Mastercard, American Express, JCB, Diners Club)
  • Payment by Skrill - Immediate transfer
  • Payment by Skrill Digital Wallet
  • For deliveries within Germany we additionally offer Payment by Skrill - Maestro and Payment by Skrill - Debit

If you have further questions, you can find our contact details at legal notice or use our contact form!

FAQ and Help

Article related Questions

Where can I find the required paste for my wallpaper?
When you open a product page in our web shop your will find additional product suggestions under the category "Don't forget this". This category always displays the required wallpaper paste. Alternatively you can visit the category "Wallpaper Paste"

Where can I find matching combination for my article?
On each page you can find the category “Possible Combinations”. This category provides you with additional product suggestions that match you article in colour and design. Matching products can be other wallpapers as well as rugs and home textiles.

What is the meaning of the grey and white symbols below my article?
If you move your mouse over a symbol a short explanation will appear. For more detailed information about the meaning of these symbols we advise you to have a look at our Wallpaper Guide. Click here to get to the category “Wallpaper Guide”

Do the displayed colours match the actual colours of the product?
The rendering of product colours depends on different factors, such as display model, display settings, panel type, software setting and personal preferences. Thus the displayed colours may slightly differ from their actual appearance. Nonetheless, we attatch great importance on colour adjustment and try to be as close to reality as possible.

In what status are the products we offer?
The products we offer are always new and come in their original packaging.

Are our products original?
Yes, all products available in our online shop are made by German and international brands.

Customer Support related Questions

At which times is our customer service available?

Our friendly and competent customer service can be reached by telephone at the following times (MEZ/CET):

Monday – Friday: 10:00 am to 6:00 pm (CET/CEST)
Saturday: 10:00 am to 3:00 pm (CET/CEST)

Shipping related Questions

Do I have to pay shipping costs?
Products labelled "free shipping" are free of shipping costs. Please find more detailed information about shipping costs under the category "Payment and Dispatch".

Delivery Time
The delivery time is always included in the article description. The period begins immediately after receipt of payment. After receipt of payment you will receive a confimation e-mail.

Shipping Costs
For detailed information about shipping costs please see the category "Payment and Dispatch".

Delivery Address
If you do not specify a separate delivery address, your order will always be sent to the invoice address.

Important for PayPal customers:
With PayPal payments we are obliged to deliver to the registered PayPal address. Please make sure that your address is up to date.

Note: If your order contains products with different shipping costs the higher cost will be applied. If your order contains products that are free of shipping costs your entire order will be free of shipping costs.

Do I have to pay the shipping costs several times?
No, the shipping costs will only be charged once per order. If articles with different shipping costs are ordered within a single order the higher costs will be applied.

Do you offer shipping overseas?
We ship all products world wide. Detailed information about shipping costs can be found under “Payment and shipping”.

Is it possible to specify a seperate delivery address?
Yes, you can specify a separate delivery address. If you do not specify a separate delivery address, your order will always be send to your invoice address. Note for PayPal-customers: With PayPal payments we are obliged to deliver to the registered PayPal address. Please make sure that your address is up to date.

Is it possible to ship to a packing station?
Unfortunately, we do not ship to packing stations.

How long does it usually take until delivery?
Information about the estimated delivery time for deliveries within UK can be found in the article description. Delivery times for other countries can be found under "Payment and Dispatch". The indicate time period begins immediately after receipt of payment. After receipt of payment you will receive a confirmation e-mail.

Order related Questions

Where I can check the status of my order?
You can check the status of your order by following link that your have received in your confirmation e-mail. You can also check the status of your order by logging in to our web shop and opening My Account "Delivery Details".

Where is my order?
First of all, check the status of your order by following the link in your confirmation e-mail or on our website under My Account "Delivery Status". Usually, this will tell you where your order is and why it is delayed. If questions remain, feel free to approach our friendly and competent customer service.

You don’t get your item
At first please check your order status. In most cases you will find an answer why you did not receive your item yet. If there are any further questions our customer service is always at your disposal.

Can I cancel my order?
A cancellation is possible as long as your articel has not entered shipping. Please check your order status for detail. To cancel an order you are required to send an e-mail of cancellation to info@orex.de. This e-mail has to contain the your Order ID as well as your first name and surname.For the cancellation of only one individual product, you need to specify the article with the article number and the amount. In case of further questions, you can approach the customer support.

How can I order of the same batch number that i have already got?
To order the same wallpaper again, please send us an e-mail to info@orex.de simutaneously to your order. This e-mail has to contain the batch number of your wallpaper, the Order ID and your first name as well as surename.
The batch number serves as the identification therewith you get your wallpaper of the same production batch. Because of this, possible production-related colour deviations can be excluded.

Why did I not receive a confirmation e-mail?
If you have not received an order confirmation e-mail please contact our customer service by mail: info@orex.de. If you send us an e-mail pleaser include your first name, surname and Order ID.

The ordered article does not match my expectations. Can I return it?
As a private person you can appeal to the right of withdrawal. For more information regarding the right of withdrawal please visit the category „Revocation”.

the delivered article differs from the description or the product image.
In this case please send an e-mail to info@orex.de containing a photo of the article. Please include your first name, surname and the Order ID as well as your letter of complaint.

How do I know if my item has been sent?
You will receive a shipping confirmation to your deposited e-mail address after your item has been shipped. You will also find a link in your order confirmation which can be used to check the status of your order.

How can I check the status of my order?
The order status can be retrieved with the link in your order confirmation which has been sent to your deposited e-mail after your item has been shipped. The order status can be also retrieved in your account under the category “Delivery details”.

Invoice
You will get your invoice via e-mail in PDF-format.

Questions regarding the Shipment of Samples

Is it possible to order wallpaper samples?
If you are unsure about your choice of wallpapers you can order wallpaper samples. These samples come in DIN A4 (ISO 216). Please see "What are the costs of wallpaper samples" for exceptions. For additional information please visit "Dispatch of Samples".

How long does it usually take until I receive the ordered wallpaper samples?
The delivery time of the wallpaper samples is about 10-14 business days. Regular wallpaper rolls have a shorter delivery time. Both periods start immediately after receipt of payment.

What are the costs of wallpaper samples?
For each sample, we will charge just a flat shipping rate of € 1.50 / Sample.

How many wallpaper-samples can I receive?
Yes, you can order up to 5 different wallpaper-samples.

How do I know if a wallpaper is available as a sample?
You can easily figure out whether a wallpaper is available as a sample or not. If a sample is available you will find a button right below the "Add to Shopping Card" button that says "Order Sample". If this option is not available you cannot order a sample.

Questions Regarding Return Consignment

Can I return my article free of charges?
In case of withdrawal we do not charge return costs. You only pay the cost of the return service of your choice. Detailed information can be found under the category „Revocation“, you can also turn to our friendly customer service.

How much is the return?
You bear the direct costs of the return. You will find further information under the category „Revocation“.

Questions regarding Complaints

How to complain about a product
If one of our products does not match your expectations or is damaged feel free to contact us via telephone or e-mail. If you decide to wirte us an e-mail please include your first name, surname and the order ID to the e-mail address: info@orex.de. Please explain the reason why you want to complain the article and send us a picture for verification. If there are any further questions our customer service is always at your disposal.

How do I cancel an order?
A cancellation is possible as long as your article has not entered shipping. Please check your order status for information about the shipping status. To cancel an order please send an e-mail to info@orex.de. Please make sure to include your first name, surname and the Order ID and your request for cancellation.

Item differs from the description
In this case please send us a photo to the following e-mail address: info@orex.de. We also need your Order ID. For a better processing of complaints please send us a picture which shows the difference.

How can I complain a product?
To complain a product, please send us an e-mail to info@orex.de with your order ID. Please describe the reason for the complaint and send us an appropriate picture for detection. If you have further questions, please contact our customer support.
Note for wallpaper complaints: Please insert the batch number of the claimed wallpaper, so that we can send you the fitting replacement.

When can I complain a product?
You can complain a product with material damages.

What should I do if my product is different from its description?
Send us an e-mail to info@orex.de with your order ID and the article number of the product which you have received. Send us also a picture with obvious product deviation for better examination of the complaint. If there are any further questions, you can contact our customer support.

I got more questions on the topic of complaints
For additional information on this topic please make yourself acquainted with our „Revocation“ cancellation policy

Carpet Tile Guide

1. The Floor Preparation

Carpet tiles can be laid on floors that comply with the DIN 18365 “Bodenlegearbeiten”. Before laying, please check your floor for the following properties:

  • Significant surface irregularities
  • Flawed floor
  • Insufficient dryness or solidity
  • Porous or abrasive surfaces
  • Lack of expansion joints
  • Impurities on the surface (e.g. oil, varnish, paint residues)
  • Floor level differences
  • Inappropriate temperature
  • Inappropriate indoor climate
  • Missing heating protocol in rooms with underfloor heating
  • Missing measuring point marks in rooms with underfloor heating

Please make sure that plain structures that are already applied to the ground are constantly fixed. Residues of detergents should be removed before laying. Mineral undergrounds should be filled with synthetic resin.

2. The laying of carpet tiles

Basic Tips

kreuz

  • Don’t pile up carpet tiles
  • Avoid colour deviations by choosing carpet tiles of the same batch number. The batch number is displayed on each box.
  • Store the opened packaging 24 hours to ensure dimensional stability.
  • Lay carpet tiles only at room temperatures between 10°C and 25°C and a maximum humidity of 60%.

The laying
Self-laying carpet tiles can be laid loosely. Self-adhesive carpet tiles can be stuck to the floor. Tiles that are cut to size to fit into doorways can be additionally equipped with adhesive. (Ill. cross) On the Back of the tiles there is an arrow that indicates the direction of the pile. Take care, that the arrow points away from you when laying and that there are no pile yarns in between the carpet tiles. Preferably, you should start by laying the carpet tiles in the doorway. You should then follow the main wall. The laid door line defines the starting point for the further process of laying (+). Lay any further carpet tile in its complete shape until you reach the center of the room. The following carpet tiles have to be attached in cascades. Makes sure that they are joint-tight.

Gerade Verlegung

Professional Advice 

Different Styles of Laying:

Velour: Tiles featuring a velour surface were developed for “straight laying”. Lay all tiles in direction of the incident light (ill. A), to achieve perfectly matching joints. Remark: Laying the tiles in a chessboard way can lead to un-matching joints in some cases. Avoid this by making an exemplary laying.
Loop: Certain carpet qualities can only be laid chessboard wise (ill. B). Others can be laid as a chessboard or straight.

Schachbrett Verlegung

Laying of Edge Tiles:

Verlegung Randfliesen

Place the tile that has to be cut (2) on top of the tile you laid last (1) Lay a tile (3) over tile (2) on the wall
Cut tile (2) along tile (3)
Cut tile (2) has to be placed against the wall

3. Carpet Tile Care

You can protect your carpet tiles from dirt, dust and moisture right from the start by establishing clean running zones. Highly absorbent dirt barrier mats can be found in our OREX web shop. To remove ingrained dirt, clean carpet tiles with a vacuum cleaner that has rotating brushes. Every two years, you should deep clean your carpet tiles to keep them looking like new.

The Four Basic Rules of Spot Removal

  • 1. Don’t let stains dry, remove them directly
  • 2. Treat stains from their outside towards their inside to avoid smearing
  • 3. Don’t remove stains by application of strong scrubbing to keep the surface from becoming felted
  • 4. Only use appropriate cleaning products since domestic remedies like soap washing agent can damage the surface

Wallpaper Guide

Decorating with Wallpapers

Colour Styles

Single-colour interior decoration Simple style
Wallpapers that feature single coloured design in different shades are simple but exciting. The play of black and white contrasts creates striking highlights.
Colourful interior decoration Vibrant style
Unleash the potential of colourful and accentuated Wallpapers to create a vivid atmosphere. Perfectly harmonised colour variations set highlights in your living area. Use your creativity and imagination to spice up your walls.
High contrast interior decoration High-contrast style
Use highly contrasted colours to establish atmospheric room concepts. Designs that feature a combination of dark background colours and bright pattern colours usually appear festive, whereas designs that are based on bright background colours and dark pattern colours have a rather modern touch to them.

Atmosphere – The Influence of Wallpapers s

The appearance of a room and the emotions it arouses depend on its interior design. Wallpapers have great impact on our perception. Colours and different patterns such as stripes can make a room look taller and more open or smaller and cosier.

Making rooms look higher How to Make a Room Look Taller
Rooms with low ceilings can cause an overwhelming feeling. This can be encountered by using the appropriate wallpaper. Vertical stripes, for example, can stretch the room visually. This effect can be supported by painting the ceiling in bright colours or white. To make a room look taller floor and walls should be darker than the ceiling.
Making high rooms look lower How to Make Tall Rooms Look Lower
Rooms with dark ceilings appear less tall and therefore, cosier. A combination of two different wallpapers, which are horizontally divided by a border can be used to support this effect.
Making rooms look wider How to Make a Rooms Look Wider
Wallpapers that feature small patterns in bright colours can help to make a room appear wider than it actually is. Contrary to that, large patterns in dark colours which tend to make a room look smaller. To make a room look wider both wallpaper types should be combined. Three walls should feature bright and small motifs, whereas the fourth wall should be kept in dark colours and large patterns.
Making rooms look narrower How to Make a Room Look Narrower
Vertical stripes can be used to make a room appear narrower. Whereas horizontal stripes make a room look wider. Besides stripes, there are other patterns that can influence the appearance of a room. Wallpapers that feature large motifs and dark colours, for example, can also help to make a room look smaller.
Wallpaper Types

Wallpaper materials are as different as wallpaper designs. Each quality is characterised by individual properties.

Flock Wallpaper - 70-228

Flock Wallpapers

What makes a flock wallpaper special is their surface made of viscose fibres to which it owes its soft finish. The flock stands out from the background and thus, creates a three dimensional effect.


Relief Wallpaper - 412109

Relief Wallpapers

Relief wallpapers feature a three dimensional structure, which is created by a special embossing process. The embossed structures are often highlighted by a specific colour selection.


Satin Wallpaper - 6830-14

Satin Wallpapers

Satin wallpapers are characterised by their shiny effects that are created by a special heat-forming process. Satin wallpapers distinguish themselves through their durable and scrubbable surface.


Foam Wallpaper - 766707

Foam Wallpapers

The easily visible and palpable structure of foam wallpapers causes special visual effects and is made of a soft foam material, which is applied to the wallpaper substrate.


Wallpaper Border - 73162

Wallpaper Borders

Wallpaper borders can be placed on top of already hung wallpaper widths as a decorative element. Depending on the motif they can be applied either horizontally or vertically or in both ways. They usually come in a length of about 5m / 5.47yd and a width of about 10 - 30 cm / 3.94 – 11.81 ‘’.


Textile Wallpaper

Textile Wallpapers

Characteristic for textile wallpapers is their upper material, which is usually incorporated with different types of textile fibres such as yarn, felt, bass or feathers. The use of these materials creates an extravagant high-quality look, which sets them apart from other wallpapers.


Paintable Wallpaper - 953442

Paintable Wallpapers

Paintable wallpapers are usually white and frequently consist of a certain structure. They can be painted with dispersion, latex or acrylic paint. You can set special highlights by painting the pattern structures in colours different from the background.


Vinyl Wallpaper - 854107

Vinyl Wallpapers

The great advantage of vinyl wallpapers is their robust and therefore, scrubbable surface. This quality makes them especially suited for the use in utility rooms where rough conditions could damage sensitive wallpapers made from other materials.


Non-Woven Wallpaper - 8550-39

Non-Woven Wallpapers

The classical non-woven wallpaper. It does not require soaking time and can be hung directly after pasting the wall. The non-woven material covers minor flaws and irregularities. If the wall has been pre-treated properly, non-woven wallpapers can be removed dry-strippable, without leaving any residues.


Paper Wallpaper - 237801

Paper Wallpapers

Paper wallpapers are made of two layers of paper. They are environmental friendly and reasonably priced. They require a soaking time of 5-10 min.


Embossed Wallpaper - 226744

Embossed Wallpapers

What sets embossed wallpapers apart from others is their structure, which is created by laminating several layers of which some are embossed. These wallpapers are also referred to as duplex.

Wallpaper Symbols & Wallpaper Signs

Design Match

The design match shows for how many cm/inches one width has to be shifted to ensure a continuation of the pattern between the individual widths

Symbol: Free match Free Match:
Wallpapers with free match can be cut into the desired length without paying attention to the design match, since they usually do not have a pattern that is continued on the next width.
Symbol: straight match Straight Match:
This symbol indicated that the pattern height is the same on each width. Therefore, the widths can be stacked for cutting when the patterns are overlapping.
Symbol: offset match Offset Match:
To guarantee an ongoing pattern, wallpapers that feature an offset match have to be shifted from each other by half of the pattern height. The number on the symbol indicated for how many cm/inch the width has to be shifted.

Processing Symbols

These symbols serve to provide directions on how to process wallpapers properly. For the achievement of the optimal results it is advised to stick to these directions.

Production Number:
You can find the production number on the package insert of any wallpaper roll. This number is the wallpaper’s production line. Consecutive surfaces should always feature wallpapers of the same production number to prevent colour deviations.

Symbol: Paste the substrate Wallpaper Pasting:
This symbol indicated that the wallpaper paste has to be applied directly onto the back of the width. After pasting, the width has to rest for about 5-10 minutes to soak. If the specific soaking time is observed, blistering and wrinkling can be prevented.
Symbol: Reverse alternate lengths Reverse Alternate Length:
This symbol implies that every second width has to be hung upside down to avoid colour deviations, which otherwise would become visible.
Symbol: Paste the wall Wall Pasting:
Wallpapers with this symbol do not have to be pasted directly. Instead, the paste can be applied directly onto the wall.

Refurbishing Wallpaper Symbols

Wallpapers with this symbol can be dry-stripped off the wall. However, this does only work if the wall hat been pre-treated properly.

Symbol: Dry strippable Dry-Strippable:
Wallpapers with this symbol can be dry-stripped off the wall. However, this does only work if the wall hat been pre-treated properly.
Symbol: Wet removable Wet Removing:
Wallpapers featuring this symbol have to be wetted before removing. They require a short soaking time after which they can be removed using a scraper.
Symbol: Divisible Divisible:
Wallpapers with this symbol consist of a top layer that is divisible from the bottom layer. If undamaged the non-woven bottom layer can remain on the wall to serve as substrate for the new wallpaper.
Symbol: Duplex Duplex:
Wallpapers featuring this symbol consist of a high-quality embossed upper compound material made of two embossed layers. This guarantees dimensional stability even under rough conditions.

Properties

Wallpapers can be classified according to their wash resistance and lightfastness. The following symbols serve to indicate how wallpapers can be cleaned and how stable their colours are when exposed to light.

Symbol: Satisfying lightfastness Satisfying Lightfastness:
Wallpapers with this symbol have an adequate lightfastness, but long exposure to direct sunlight can cause the wallpaper to turn bilge and the colours to fade.
Symbol: Good lightfastness Good Lightfastness:
Even after long-term exposure to sunlight, the wallpaper does not bilge and colours remain true.
Symbol: Highly washable Highly Washable:
Wallpapers with this symbol can be cleaned carefully using soapy water and a cleaning rag.
Symbol: Scrubbable Scrubbable:
Scrubbable wallpapers can be freed from soilings using a mild soap solution and a soft brush. Still, the wallpapers should not be scrubbed too roughly, otherwise the surface could take damage.
Symbol: Washable Washable:
Washable wallpapers can be cleaned carefully with a wet cleaning rag or a sponge.
Symbol: Water resistant Water Resistant:
Water soluble stains can be removed by dabbing with a wet cleaning rag or sponge

Quality Marks and Certifications

Wallpapers can fulfil certain safety and quality standards. These symbols serve to indicate the quality of the wallpaper.

CE-Symbol CE Label:
The CE label corresponds to the guidelines of EU law and marks safety-tested products. Wallpapers with CE label are accredited according to the EN norm 15102 and fulfil certain requirements of fire protection as well as of the emission of dangerous substances e.g. of heavy metals
RAL-Symbol RAL Label
The RAL quality label signalises a proved wallpaper quality and guarantees that no health or ecological hazards are coming from the wallpapers.

FSC Label:
The FSC label is awarded by a charitable organisation named Forest Stewardship Council®. The FSC certification indicates that the paper of the wallpapers is extracted from wood of responsible forestry.

Preparing – Wallpapering Made Easy

Remove Old Wallpapers

Before hanging new wallpapers the old wallpapers should be removed.

Wallpaper is wet removable Remove Moistened Wallpapers:
Wetted wallpapers can be removed easily. After the water is applied it has to soak in so it can dissolve the paste. A broad brush or a water syringe should be used to disperse the water on the wallpaper. Thick wallpapers or wallpapers with water resistant layers can be perforated using a needle roll allowing the water to soak in faster. As an alternative to water, a wallpaper stripper can be used. After soaking, the wallpaper can be removed using a scraper.
Wallpaper is dry strippable

Remove Wallpapers Dry-Strippable:
Non-woven wallpapers can be stripped off the wall in dry condition, if the wall has been pre-treated properly. It is recommended to apply steady force when stripping them off the wall.

Wallpaper is divisible Remove Divisible Wallpapers:
Wallpapers with this symbol consist of a top layer that is divisible from the bottom layer. If undamaged, the non-woven bottom layer can remain on the wall to serve as substrate for the new wallpaper.

Calculation of Roll Requirement

A standard sized roll of dimensions of about 10.05 m x 0.53 m / 11 yd x21 ‘’ (euro-roll) is sufficient to cover a wall of about 5 m². But keep in mind that the actual requirement depends on the height of the ceiling and the design match. How many wallpapers rolls are required can be read from the table below.

  • Wallpapers with free match can be cut to the desired length directly from the roll without paying attention to the pattern.
  • Wallpapers with straight match have an identic pattern height, therefore, the patterns can be overlapped during the cutting process to save time.
  • Wallpapers with offset match have to be shifted for about the half of the pattern height in order to guarantee the consecutiveness of the pattern.

Wall length
in metres

Wall height
2-2,4m / 2.19-2.62yd

Wall height
2,4-3,3m / 2.62-3.61yd

10 5 rolls 7 rolls
12

6 rolls

8 rolls
14 7 rolls 9 rolls
16 8 rolls 10 rolls
18 9 rolls 11 rolls
20 10 rolls 12 rolls

All information is subject to change


How to Prepare the Wall before Hanging the Wallpaper

The correct pre-treatment of the wall is important to achieve the perfect wallpapering result. The wrong substrate preparation can cause blistering and lack of adhesive power. For the appropriate treatment of the different substrata please see the bullet points below:

Concrete surfaces:

  • Test absorbency by wetting the wall with water
  • Remove sintered layer by roughen the wall before at first
  • Prime the wall with pigmented wallpaper primer coat
  • An insufficient absorbency on the wall can be compensated by a lining wallpaper or a renovation non-woven wallpaper

Plasterboard:

  • By using non-woven wallpapers the plasterboard needs to be primed with a pigmented wallpaper primer so that white filler seams do not become visible through the wallpaper
  • By using wallpapers, a priming coat with a water-thinnable wallpapering primer is needed

Gypsum plaster:

  • Test absorbency by wetting the wall with water
  • Remove sintered layer by roughen the wall before
  • Paste the wall with matching wallpaper paste

Wood substrates:

  • To prevent a yellow-brown discoloration of the wallpaper highly absorbent wood substrate should be pre-treated with an insulating paint

New plaster/Lime-cement plaster:

  • Test absorbency by wetting the wall with water
  • Remove sintered layer by roughen the wall before
  • Prime the wall with a pigmented wallpaper primer

Polystyrene lining wallpaper:

  • For an optimal wallpaper adhesion it is advisable to use diluted polystyrene glue
  • An insufficient absorbency on the wall can be compensated by a lining wallpaper a renovation non-woven wallpaper

Which Wallpaper Type is Suitable for which Room?

  • Different kinds of rooms require different wallpaper qualities. In living rooms any wallpaper can be used, but other rooms like kitchens or utility rooms call for wallcoverings that are resistant to rough conditions and can also be cleaned easily. Vinyl wallpapers are the perfect choice for these rooms, since they can be washed and are scrubbable. If you wish to use more sensitive wallpapers under rough conditions you can seal them with elephant skin. This makes them more durable. Elephant skin is a colourless and transparent liquid that makes wallpapers washable and scrubbable. Depending on the wallpaper quality a wallpaper coated with elephant skin appears either silk-matte or shiny. This effect increases the more elephant skin is used.

The Appropriate Tools

There is not much you need to paper a wall. Folding ruler, paste roller, and cutting tool are sufficient to achieve a decent outcome. For everyone who wants to start her or his project more professionally we have included an item list below, which contains time-saving professional tools that relief you from work.

Tool   Basic set   Professional set
Pasting table x  
Paste roll x  
Wide brush x  
Paste machine   x
Bucket x  
Triangle cutting edge   x
Spirit level x  
Scissors x  
Seam roller   x
Folding rule x  
Rubber roller   x
Pencil x  
Cutter knife x  
Cutting bar   x
Processing – Wallpapering Made Easy

Paste

To ensure perfect adhesive power for each wallpaper quality it is necessary to use the appropriate paste. Which wallpaper quality requires which wallpaper paste will be explained below.

Paper backing:
For wallpapers with paper back, normal or special paste is required. These wallpaper pastes do not contain dispersive elements and do not cause stains on the wall. Since special paste is easy to process it is especially suited for the use with wallpapers that have a paper backing.

Renovation non-woven wallpaper:
For wallpapers of this quality it is advisable to use paste that contains particularly strong adhesive additives. Paste for new plaster offers excellent processing properties. It is easy to apply and highly moisture resistant. If renovation non-woven wallpapers are used as a substrate for other wallpapers, it is possible to use pure dispersion adhesive.

Vinyl and relief wallpapers:
Vinyl and relief wallpapers require a special paste, which is mixed with 20 - 30 % dispersion adhesive. The dispersion adhesive makes the back of divisible wallpapers stick more firmly to the wall to ensure that it remains on the wall while the top material can be removed. Thus, the backing material can serve as substrate for the new wallpaper.

Non-woven backing:
Non-Woven wallpapers require a special non-woven wallpaper paste. This paste can be applied directly onto the wall. It does not spill and does not dry directly.


Wallpaper Pasting vs. Wall pasting

Wallpaper Pasting Technique Wallpaper pasting technique
Using this method the wallpaper width has to be pasted. After soaking time of 5-10 min it can be hung. This method is suitable for wallpapers with paper backing. The first step, which has to be done is to cut the width to the desired length. After that it has to be pasted and folded to let the paste soak in. It should be folded 2/3 from the top and 1/3 from the bottom to the centre. To save space the folded width can be rolled up and set aside. The soaking time should not be longer than indicated to prevent blistering.
Wall Pasting Technique Wall pasting
Pasting the wall is required whenever non-woven wallpapers are used. The paste goes directly on the wall. The best way to apply the paste is to use a paste roll, because it helps to distribute the paste evenly. As soon as the wall is pasted the widths can be hung. They do not require any soaking time. Using the wall pasting method saves time and helps to avoid unnecessary paste stains on the front of the wallpaper. Wallpapers with free match can be hung directly without cutting them first. Instead, you can cut them directly on the wall. Thus, you can spare a pasting table.

Steps to Wallpapering Success

1. Measuring and cutting:
Measure the wall height with a measuring tape or folding ruler and add approx. 5-10 cm / 1.97-3.94 ‘‘. Unfold the wallpaper on the pasting table and cut it with a knife or with scissors to the desired length. While cutting, pay attention to the design match of the wallpaper. For a smooth wallpapering process it is advisable to prepare enough width before beginning to hang them

2. Close doors and windows:
Before applying the wallpaper to the wall make sure that there is an optimal room climate of approx. 15-20°C. Keep windows and doors closed so that no draught is created and the wallpapers do not dry unevenly.

3. The first strip of wallpaper is decisive:
For a straight and flat result the first width has to be in the right position, because the following widths border the first. To adjust the first strip it is advisable to use a spirit level or a plummet to draw a straight line with a pencil on the wall. Begin the wallpapering process at a window and make sure that there is enough light in the room.

4. Process the wallpapers widths end-to-end. This means that the edges of the widths border on each other. Additionally, the seam can be pressed on with a seam roll so that a clean transition is guaranteed. Make sure that the seams of embossed wallpapers are processed with a piece of cloth and not with a roll. Otherwise the embossed structure could be damaged.

5. Reworking:
If there are paste stains or residues left on the upper material of the wallpaper, they should be removed as soon as possible. Otherwise, undesirable shiny effects or discolorations may occur. It is advisable to use a wet cleaning rag or sponge to remove the residues by dabbing.

Post-Processing – Wallpapering made Easy

It is possible that the wallpapers suffer from minor damages and flaws by processing them. This cannot always be avoided. Fortunately, there are some useful tips and tricks to mend these undesirably side effects.

Blistering
Too short or too extensive soaking times can be the cause for blistering. Therefore, it is important to observe the soaking time. Another reason for blistering is the amount of paste that is used. If the wallpaper starts to come off, it might be because an insufficient amount of paste was used. In this case it is possible to inject paste directly into the loose areas using a wallpaper syringe. After the injection the wallpaper can be softly pressed onto the wall using a wallpapering brush or a rubber roll.

Wrinkling
If the soaking time is not observed correctly, wrinkles can occur during or after wallpapering. This is because wallpapers expand when they get wet and contract while drying. If wrinkles appear while wallpapering, they can be evened using a wallpapering brush, a sponge or a rubber roll.

Staining
Paste drops that accidently hit the wallpaper surface cause stains. They can, however, be removed carefully with a wet cleaning rag or a sponge. Nails and screws, especially when they are rusty, can cause stains that shine through the wallpaper. This can be avoided by removing all metal parts in your wall before hanging the wallpapers.

Open seams
Open seams can be avoided by observing the recommended soaking time. Furthermore, wallpapers should be hung end-to-end leaving no gap between the widths. If seams appear anyways while the wallpaper is drying, paste can be applied carefully to the affected areas with a small brush. Afterwards, the wallpaper should be straightened using a wallpaper brush, a sponge or a rubber roll.

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