Preguntas Frecuentes

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Frecuently Asked Questions

ABOUT US

Who are we and what do we do at Sofia Willemoës?

We are an international design brand founded in Argentina in 2010. It stands out for the design and production of exclusive scenic wallpapers inspired by nature, with a fantasy touch. We actually operate from Argentina and have commercial offices at New York.

Where are our products made?

Where does our products are made?
All our products are designed by Sofia Willemoës, CEO & Founder of the company, and are made in Argentina and the United States.

What is our CONTRACT section about? Do we create exclusive designs?

CONTRACT is the company sector dedicated to corporate projects related to big companies. We develop exclusive products mixing our brand identity with our client’s identity in order to create the art direction at their spaces.

We have developed projects for brands like Patagonia Brewing Company, Starbucks International, We Work International, The Assemblage NY, NH Hotels, Field Trips NY, Selina Hotels, Pani Restaurants, among others.

For more information, contact us.

What is our DECO INSIDER section about?

Decolnsider is an exclusive program of services, benefits and tools for independent and qualified professionals in design, interior design and architecture, through which we seek to improve your brand experience, both in residential, commercial and hotel projects.

If you want to know more about this program, contact us.

POINTS OF SALE

Where can you find our products?

If you are in Argentina you can visit us and find all the products in our gallery located at Arenales 1362, CABA. Our office hours are Monday through Friday from 10 a.m. to 7 p.m. and Saturdays from 11 a.m. to 2 p.m.

For all those who are in the US, you can coordinate an appointment with our Commercial Team established in New York City, by contacting international@sofiawillemoes.com.ar

You can also purchase our products through the e-shop.

To know our international distributors, enter here.

MATERIAL

What is the difference between material and design?

When we talk about material we refer to the type of support on which we print the chosen design. Not all materials are available for all designs, and the choice of one or the other will determine the size of rolls you receive. Generally, the materials on which we print do not exceed 30 inches in width or 10 yards in length.

What types of materials do we work and what are their characteristics?

We work with 3 types of material: classic, metallic and non woven.

Our classic material is a heavyweight vinyl paper. It is covered by a pellucid layer of PVC with a finishing matte touch, which makes them washable, very resistant and does not need base paper for their placement. is registered by the I.N.T.I. (National Industrial Technology Institute) as a fireproof NBR 9442/1986 Class A. You will receive rolls of 19.5” wide and the length will depend on the chosen design.

Our metallic material is offered in two versions, gold and silver. Unlike our non woven material -which has a greater texture- metallic materials are smooth to the touch. Both materials share the following characteristics: they do not have a vinyl layer, they have IAQ indoor air quality certification, ASTM E-84 Class A fire classification, FSC certification and they are manufactured with renewable electricity and carbon neutral emissions. You will receive rolls of 30” wide and the length will depend on the chosen design.

What kind of inks do we use?

We use odorless water-based inks, certificated by UL ECOLOGO® AND UL GREENGUARD GOLD. All our printers meet the AgBB requirements.

PRODUCTS

WALLPAPERS

What types of products do we offer in wallpaper?

We currently work with 3 types of products: scenic wallpapers, wallpapers (pattern) and big patterns.

Scenic wallpapers are designs made to measure, adapting to the space architecture. They allow customization, being able to adjust each illustration to the space that it is going to inhabit. They are sold by meter / square feet and are delivered in rolls with numbered panels. The width of each panel will depend on the space and the type of material you choose, while the length is subject to the place architecture. All of our scenic wallpaper orders are delivered with their own instruction sheet to facilitate the placement process.
→ View Scenic Wallpapers

 

Wallpapers present an illustration or pattern that is repeated every 19.6”, both in height and width. Sold individually, in rolls of 19.6” in width and 10 yards long, and are only available in our classic material.

Some designs have different color options, which you can choose by entering the shop of each one.
→ View Wallpapers

The big patterns are versions of our pattern designs on a larger scale, they are repeated every 1 yard, both in height and width. Not all designs offer this possibility, the ones available will allow you to choose at the shop the size of the pattern between “Regular” or “Big”. They are made to measure for the space, and are sold by the square feet / meter. They are delivered in rolls with numbered panels and with their own indications for their placement.

Can I change the color?

Some of our designs offer color variables that are available and listed at the shop. For alternative color changes, the purchase must be made in person at our gallery located in Arenales 1362, CABA.. There, the service has a price of US$ 52 and includes 3 samples that must be withdrawn within 48 hours of being notified, and confirmed within the next 48 hours. You can select the tone from our exclusive color catalog. Always keeping in mind that the colors are referential.

Are the colors in the web exactly the same as the printed ones?

The colors seen on digital devices are subject to the resolution and lighting of each screen and may differ from the final product. Although we try to maintain coherence between the two, we do not guarantee an exact reproduction of the same.

Are reprints made?

Accuracy while loading the measurements is very important as the product is specially produced for each project. The composition of colors that results in each version at the time of printing is unique: material batches change as well as the inks. That is why we cannot guaranteed that the color tone will be maintained from project to project, and may suffer small variations.

What can I customize in each product?

Each scenic wallpaper is made to the measure of the space in which it will be displayed. The design team edits each illustration according to the space architecture. In the case of landscapes, we give you the possibility of choosing the part you like the most and the elements you would like to stand out in your wallpaper. We can also erase the elements you don’t like. You can see available elements listed at each design shop.

Big patterns and wallpapers (patterns) can’t be personalized, except for their color options listed at each shop.

How should I take care of the products?

Our classic material are made of heavy weight vinyl paper. This means it is covered with a pellucid layer of PVC with a finishing matte touch, which makes it washable and very resistant. So it can be cleaned, if necessary, with a wet cloth, without abrasive products.

FRAMES

Which is the material of our frames?

Our frames are printed over a linen art canvas mounted over a stretcher.

Which are the frames measures?

Each frame design has its own measures according to the illustration. You can find detailed information in the technical specifications of each design. (link que lleve a ver colección frames)

→ View Frames

PILLOWs

What are they made of?

The pillows are made of two pieces: the cover and the stuffing. The cover is manufactured in digitally print white panama. The stuffing is made of heavy weight vlieseline and high quality silicone fleece inside. Every cover has a fastener, so you can take the stuffing out whenever you want.

what sizes are available?

Our pillows come in two sizes, 19.6” x 19.6” and 11.5” x 31.4”.

→ View Pillows

Do we make customs pillows?

No, we don’t make any custom size or design pillow.

How should I take care of them?

To keep your pillows as brand new, you need to turn them inside out and wash them with cold water so that they don’t lose their color.

PLACEMENT

Where can I place the wallpapers?

Our wallpapers can be placed over any smooth porous surface without texture. The adhesive must be able to penetrate through it in order to guarantee an effective adherence. For example, if you place them over mirrors, tiles or any non porous surface, the glue crystallizes and the wallpapers unstick. Your wall has to be free of dust and preferably with a coat of common paint or fixer. DOES NOT adhere to dust or rough surfaces.

Is base paper necessary?

Our classic material is made of heavy weight paper, so if the wall is smooth, it isn’t necessary to apply base paper.

Can I place wallpaper over a wet wall?

No, our wallpapers can’t be placed over wet surfaces.

Can I place the wallpaper in a bathroom?

No, our wallpapers unstick if there is steam in the area. So it isn’t possible to place them in areas where there is humidity or condensation.

Do we offer placement service?

We don’t offer placement service, but – in Buenos Aires and New York- we do recommend a team of experts from outside the company that can install the products.

How are the wallpapers placed?

We recommend suitable and trained staff for the product placement. For scenic wallpapers and big patterns, you will receive an instruction sheet. It’s really important to follow the enumeration of each panel of the wallpaper.

MEASUREMENTS

How should I measure the area?

It is necessary that you measure height and width of every wall you’d like to wallpaper. It’s important that you measure the height, from the baseboard to the ceiling, going over the entire area you want the wallpaper to cover.

For scenic wallpapers, we also need you to indicate the quantity, location and measures of each opening, electrical outlet, light key, built-in lamps, electricity boxes, or any other object that may interrupt the illustration’s development. Check our measurements guide here.

Should I calculate surpluses?

For scenic wallpapers and big patterns, you don’t need to calculate surpluses because the design department produces each order to measure and adds extra 4” in height and width.

For wallpapers (patterns), our online quoting system will indicate you the amount of rolls you will need to cover the walls you choose.

SELECCIONAR PRODUCTO

Navega el shop y escoge producto

INGRESAR DIMENSIONES

Mide tus paredes e ingresa los datos

AGREGAR AL CARRITO

Agrega el producto customizado

FINALIZAR COMPRA

Ingresa tus datos

PAGAR

A través de MercadoPago

BUYING PROCESS

SCENIC WALLPAPERS

How do I buy a scenic wallpaper?

Each scenic wallpaper is edited specially for the space that it is going to inhabit. That is why we need accuracy in the measurements that you provide. To start the purchasing process you must enter our “Collections” section and go to “Scenic Wallpaper”. You will find there all the available designs, select the one that you like the most, go to its shop where you can select the type of material (subject to availability) and the unit of your measurements (cm or feet and inches). Then you must enter the quantity of walls with their respective measurements, and if the design allows it, choose the color option and / or the illustrations you want to add. Any other important information, can be written in the comments section. Once the total area has been calculated, the amount will appear and you must select “Add to cart”. Continue with the purchase process and delivery information. Once the purchase is made, we will be contacting you to begin the editing process. If required we will request photographs, measurements and reference distances because we must consider doors, windows, baseboards, air conditioners light chips, plugs, furniture and any other factor that may condition

condition the design. Being a special product that cannot be used for any different wall, if there were errors in measurements or not all observations were reflected, we cannot replace the wallpaper or accept returns.

If your space is more complex, contact us.

Can I preview the final design before delivery?

Once the purchase is made, and only in the case of scenic wallpapers, our team will provide you with a preview of the design already proposed on the measurements you entered. You can request, free of charge, up to two modifications on that version; in case you need more changes, they have an additional cost of US$ 52 each. Once the preview is approved, the production process will begin.

Is there a minimum purchase of scenic wallpaper?

Scenic wallpapers must have a minimum height of 5 feet and a total of 43 square feet for allowing the purchase.

WALLPAPERS (Pattern)

How do I buy a wallpaper (pattern)?

Within our “Collections” section, go to “Wallpaper”. You will find there all the available designs: select the one you like the most and go to its shop. “Regular” pattern option must be selected, and choose the unit of the measurements you will use within your walls (cm or feet and inches). Enter the quantity of walls you want to cover with their respective measurements and choose the color option (if applicable). When completing all the information our online quoting system will reflect the quantity of rolls you and the price. Select “Add to cart”, continue with the purchase process, the delivery option and once finished, our team will contact you to indicate the following steps.

If your space is more complex, contact us.

Is there a minimum purchase of wallpaper (patterns)?

The minimum purchase for the wallpaper (pattern) is 3 units (except Argentina).

How do I buy a big pattern?

Within our “Collections” section, go to “Wallpaper”. You will find there all the available designs: select the one you like the most and go to its shop. In case the design allows it, the “Big” pattern option must be selected, and choose the unit of the measurements you will use within your walls (cm or feet and inches). Enter the quantity of walls you want to cover, with their respective measurements, and choose the color option (if applicable). When completing all the information, our online quoting system will reflect the total area and the price: select “Add to cart”. Continue the purchase process, the delivery option and once finished our team will contact you to tell you the steps to follow.

If your space is more complex, contact us.

FRAMES

How do I buy Frames?

Frames purchase is only available in Argentina. In our “Collections” section, go to “Frames”. There you will find all the available designs: select the design that you like the most and go to its shop. Choose first the illustration you like and then the quantity of it. To add frames with another illustration from the same collection, repeat the procedure until your order is complete. To add frames from another collection, go back to the main “Frames” menu, and choose your next design. Continue the purchase process, and once completed our team will contact you to indicate the following steps.

What is the delivery time for Frames?

The delivery time for our frames is 30 days. Frames purchase is only available in Argentina.

How do you ship the Frames?

We do not ship Frames. You can buy them through our shop, but you must pick them up personally at our offices at Buenos Aires, Argentina within the period indicated above.

PILLOWS

How do I buy pillows?

Pillows purchase is only available in Argentina. Within our “Collections” section, go to “Pillows”. You will find there all the available designs: select the design that you like the most and go to its shop. Select first the size and / or motif, then enter the desired quantity and click “Add to cart”. To add pillows with another motif from the same collection, repeat the procedure until your order is complete. To add pillows from another collection, go back to the main “Pillows” menu and choose your next design. Continue the purchase process and once completed, our team will contact you to indicate the following steps.

What is the delivery time for pillows?

If the design, size and quantity of pillows you chose is available in stock, delivery time will be subject to the shipping method you have selected. Pillows purchase is only available in Argentina.

PAYMENT METHODS

What are the payment methods within Argentina?

You can pay with all the payment methods enabled at Mercado Pago.
Credit cards in up to 12 installments with Visa, Mastercard, American Express, Orange Card, Nativa, Shopping Card, Cencosud, Cabal, Diners Club International, among others. Visa, Mastercard, Maestro and Cabal debit cards. In cash at Pago Fácil, RapiPago, Carga Virtual payment points, among others. Or with a pre-loaded balance in your Mercado Pago account.

What are the payment methods for international sales?

For all international sales you can pay through PayPal.
The sale includes the product and shipping to the indicated address. It is possible that prior to delivery, the logistics operator will contact you to collect -via credit card- import taxes from your country. They are not included in our rate, since they vary according to each customs office. Once those taxes are paid the logistics operator can continue with the delivery of the merchandise to the final destination indicated during the purchase.

SHIPPING & DELIVERY

Whict products have immediate delivery and which ones are on request?

The only products with immediate delivery are our pillows, and they are subject to stock availability. The rest of our products are always made to order. Pillows purchase is only available in Argentina.

In what time will my custom product be ready?

If you made a purchase within Argentina, the production time of our scenic wallpapers, big patterns and frames is 4 weeks from the purchase and confirmation of measurements. The production time of our wallpaper (pattern) is 2 weeks. If your order includes shipping, you will have to add between 5 and 15 more days, to be able to receive it.

For international purchases, the production and shipping time of our scenic wallpapers and big patterns is 6 weeks from the purchase and confirmation of measurements. The production and shipping time of our wallpaper (pattern) is 4 weeks. Our frames and pillows are not yet available for international sale.

What shipping options are available within Argentina and what is the cost?

For purchases made in Argentina our logistics operator is Shipnow.

The shipping fee varies according to the distance and will be indicated to you during the purchase process. When your order is ready, our team will inform Shipnow to proceed with picking it up and will give you a tracking number so you can follow up with them.

What international shipping options are available and what is the cost?

For all international sales our logistics operator is FedEx.

The shipping rate will be indicated to you during the purchase process and when your order is ready, our team will inform FedEx so they can proceed to withdraw it. You will receive a tracking number in order you can track it directly with them. It is possible that prior to final delivery and when the product arrives to your country customs office, the logistics operator will contact you to collect -via credit card- import taxes from your region. They are not included in our shipping rate, since they vary according to each customs office. Once these taxes are paid, the logistics operator can continue with the delivery of the merchandise to the final destination indicated during the purchase.

How do I coordinate a Pick up? Do I receive any notification to withdraw?

For purchases made in Argentina our team will notify you when your order is ready to be picked up. The retreat is made by our gallery located in Arenales 1362, CABA, from Monday to Friday from 10 a.m. to 7 p.m. and on Saturdays from 11 a.m. to 2 p.m. The period to withdraw is 7 business days since unfortunately we cannot guarantee its protection and / or storage indefinitely.

Are there any shipping restrictions? Do we ship internationally?

We do not send Frames anywhere in the world or Argentina. International shipments are only available for our scenic wallpapers, pattern wallpapers, and big patterns. Pillows shipments are only made within Argentina.

How can I track the status of my shipment?

When your order is ready, our team will give you a tracking number so that you can track it directly with our logistics operators.

For sales in Argentina contact Shipnow.
For international sales contact FedEx.

CLAIMS & RETURN POLICY

What is our return or refund policy?

Since each of our products are custom-made and commissioned, the company does not make changes or returns. In the case of cushions, changes can only be made for those that are in stock, they must be presented with the bag and in perfect condition.

How do I contact if I have a problem once the product has been received or placed?

The company grants a maximum period of 15 business days from the moment of delivery to receive any type of claim. In this case, you must send an email to help@sofiawillemoes.com.ar telling the inconvenience and attaching photos if you consider it necessary. Once the email is received, our Customer Assistance Team will evaluate the situation and refer the claim to the corresponding sector, generating a case number. The process may take a few days.

MY ACCOUNT

What is the purpose of creating an account?

If you are an independent interior design or architecture professional, you can create an account with us and be part of our Deco Insider program, through which we seek to improve your brand experience, both in residential, commercial and hotel projects.

How do I create an account on the website?

Complete the registration form for our Deco Insider program here. Once our team receives and processes your request, we will send you the access code and subsequent instructions.

Is it mandatory to create an account to make a purchase?

It is not mandatory to create an account to buy. You can complete the purchases you want without registering.

What is the Deco Insider program? How can I enroll in the program?

Deco lnsider is a program of services, benefits and tools exclusively for independent and qualified professionals in design, interior design and architecture. Through it, we seek to improve your brand experience, both in residential, commercial and hotel projects.

If you want to know more about this program, contact us.

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