FAQ & Policy

1. What payment methods are accepted?
We accept the following secure payment methods for all transactions conducted through www.knottywall.com:

Visa

Mastercard

American Express

Apple Pay

Google Pay

Verified regional electronic wallet options officially supported by our secure payment gateway at checkout.

Please note that to ensure transaction security and prevent fraudulent activity, all payments undergo strict gateway verification and are authorised at the exact time of order placement before warehousing workflows commence.

2. How are orders processed after payment?
Once your payment is successfully authorised, your order is instantly transmitted to our internal fulfilment system. It enters a dedicated processing phase where our team conducts manual quality control inspections, product alignment, and secure packaging. Customers will receive automated email updates sent to the address provided at checkout, including formal order confirmation, dispatch alerts, and active courier transit updates.

3. What delivery timeframe applies?
Orders destined for Europe and other supported international regions are fulfilled directly through premier, recognised carriers including DHL, FedEx, and UPS (utilising Priority or premium equivalent services).

Order Handling Time: All orders require 1–3 business days for secure preparation and quality screening prior to dispatch.

Transit Timeframe: The standard transit timeframe is typically 5–8 business days following dispatch, depending on destination customs procedures and regional carrier routing efficiency.

4. Will I receive tracking updates?
Yes, full transparency is guaranteed. Active tracking information is generated and emailed automatically to the address provided during checkout immediately upon dispatch. These updates allow you to monitor your shipment via the carrier’s portal through key transit milestones until final delivery is confirmed.

5. What happens if delivery exceeds the expected timeframe?
If a shipment is delayed beyond the standard delivery timeframe due to exceptional routing conditions, Knottywall will immediately initiate a formal inquiry with the relevant international carrier. Based on the official investigation findings and case assessment, our customer support team will arrange appropriate resolution measures, including expedited product replacement or a formal order resolution.

6. What is the return policy for European customers?
In absolute alignment with the European Consumer Rights Directive, customers residing within the European Economic Area (EEA) are legally entitled to a 14-day right of withdrawal (cancellation period), beginning from the date the physical goods are received. To initiate a compliant cancellation during this window, please submit a written request to our support desk. Validated refunds will be credited back via Stripe to your original payment method within 14 days of compliance review.

7. What if an item arrives damaged or with an issue?
Knottywall maintains rigid quality standards. However, if an item exhibits genuine transit damage or a material structural defect upon arrival, please contact our support team via email within 48 hours of delivery. You must provide your order details along with clear photographic evidence of the affected item and packaging. Our internal quality team will assess the evidence and issue a swift resolution, which may include a priority replacement or a refund processed directly back to your original card.

8. How can I contact customer support?
Our dedicated merchant customer support is managed directly through our secure helpdesk:

Email: decorations@knottywall.com

All valid support enquiries are generally reviewed and addressed within 24–48 business hours, excluding weekends and regional public holidays.

9. Do I need an account to place an order?
No, creating a permanent corporate account is not mandatory. Orders can be placed seamlessly as a guest through our secure checkout interface on www.knottywall.com.

10. Are there any additional fees at checkout?
No hidden charges apply. All applicable costs, including item subtotals and specified delivery fees, are fully calculated and displayed transparently in your order summary at checkout prior to final payment processing.