FAQ: Returns & Refunds
How do I return an item?
We want you to love your Muralio purchase, but if something isn’t quite right, we’re here to help
Hassle-Free Returns:
You have 14 days from the day your order arrives to return any items.
Condition of Returns:
We ask that items are returned in their original condition and packaging—unopened and unused—so they’re ready for a new home.
Simple Shipping:
For most returns, you’ll only need to cover the return shipping.
If your item is faulty, no worries—we’ll provide a prepaid return label and handle everything from there.
Quick Refunds:
Once your return is back with us and checked, we’ll process your refund within 5 working days. You’ll get an email to keep you updated every step of the way.
For Faulty Items:
If you received a faulty item, please reach out to us at support@muralio.com to get everything sorted quickly. We’ll send you a prepaid return label and make sure your refund or replacement is handled smoothly.
Can I exchange an item?
Unfortunately, since each poster is custom-made for every customer, we do not offer exchanges. If there’s an issue with your order, please contact our customer service team for assistance.
Can I return a personalised item?
Personalised items cannot be returned or refunded unless they arrive damaged or defective. Please ensure all details are correct when placing your order.
Can I return a framed poster?
Framed posters are also custom-made and therefore non-returnable unless they arrive damaged. If you encounter any issues, reach out to our support team with photos of the damage.
I've paid with Klarna, how do returns work?
If you paid with Klarna, any eligible refunds will be processed through Klarna. Please allow up to 14 days for the refund to reflect in your Klarna account. For further assistance, contact Klarna directly.
What should I do if my refund is incorrect?
If you believe your refund amount is incorrect, please contact our support team with your order details. We’ll investigate and resolve the issue promptly.
I forgot to include my returns note in my return, what can I do?
If you forgot to include your returns note, please email our customer service team with your order number, return tracking information, and the reason for the return. This helps us locate your return more efficiently.
Where is my refund/exchange?
Refunds can take up to 14 days to process after we receive your returned item. If you haven’t received it within this time, please contact us with your return tracking details. For exchanges, contact us directly to confirm eligibility.
What items are non-returnable?
All our products are lovingly crafted to order, ensuring every piece is made just for you. Because of this, we cannot accept returns. If your item arrives damaged or incorrect, please contact us, and we’ll make it right.