Frequently Asked Questions

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  • Category:
  • General FAQs

As an online retailer, we are committed to providing a secure online shopping experience and we prioritize the safety of our customers.

Robust security measures, including encryption protocols, secure payment gateways, and regular monitoring are carried out to safeguard your personal information.

We value your trust and continuously invest in technologies to ensure a safe and enjoyable shopping experience both during and after your purchase.
Rest assured, your security is our top priority as you explore and make purchases from our website.

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  • General FAQs

We offer an array of trusted ways to pay including AMEX, Apple Pay, Google Pay, Mastercard, Shopify Pay and Visa.

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  • General FAQs

You certainly will!

As soon as you place an order with us, you will receive an email showing your purchase.

We will also then send you an email as soon as your order has been packed and dispatched from within our warehouse.
This email will also contain all the information you will need regarding the tracking of your order as it makes its way to you.

Throughout your whole shopping experience with us, from design to door, you will be updated along the way.

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  • General FAQs

There are many reason why your payment may have failed at the checkout.
The most common reasons tend to be, either our system was having an issue at the time or there may be an issue with your bank processing transactions at that time.
If you do any any questions regarding a payment failing, you can always get in touch with us and we will be more than happy to take a look to see if it is anything on ourside that we can help with.

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  • Custom Prints

Once you have submitted your order, you have a small time frame to be able to make contact with us to inform us that you would like to change your design.

Simply get in touch with us via email or live chat to let us know and we can pause production on your print until we have confirmed the final design.

Sadly, if you have already received your dispatch email, we will be unable to make any changes to your print.

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  • Custom Prints

We cannot print any materials that are trademarked or copyrighted without obtaining written permission from the respective copyright or trademark holder. By uploading your own artwork, you affirm that it is your original creation or that you have obtained permission from the copyright or trademark holder to use their images.

Designs must not include any content that defames or vilifies individuals, groups, races, religions, or communities. While artistic nudity is permitted, it should be presented in a manner that is respectful and not considered pornographic, indecent, or offensive.

  • Category:
  • Custom Prints

While we always suggest trying to use images which are high in quality to ensure the best outcome for your design, we understand that this isnt always possible.

For images which fall below our guidelines, we would always advise selecting the AI enhancement option while placing your order to ensure that your image is upscaled and reaches a high quality print that you truly desire.

  • Category:
  • Custom Prints

Utilising the AI enhancement for your custom playmat ensures that we can make necessary adjustments to your uploaded image, optimising it for the best possible outcome. Our team is dedicated to refining your design, enhancing details, and ensuring that every element looks its best, resulting in a playmat that truly reflects your vision.
Without opting for this, it will mean that any errors or imperfections on the image you have uploaded, will not be corrected or adjusted by our team.

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  • Delivery Info

We currently offer free shipping on all orders over £20.

Orders are dispatched via Royal Mail Tracked or DPD Next day services, depending on the delivery option selected at the checkout, if your order falls under the £20 threshold.


For any international orders, we offer DPD International shipping.

For further information and up to date shippings costs, please check out theDelivery Info page

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  • Delivery Info

we are open 7 days a week, we are able to dispatch orders everyday.
Providing your order is placed before 12pm, you can expect your order to be dispatched that very same day.
With our DPD Express shipping options, this means that if you are a UK resident, your order is likely to be with you within 24 hours since placing your order.
Please note that in some instances delivery may be longer due to Bank Holidays.

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  • Delivery Info

Yes!
For all our international customers, we have you covered and offer DPD shipping worldwide.
Meaning, not matter where you are located, you will still be able to order from our amazing range of pre designed or custom products.

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  • Delivery Info

If you are located outside of the UK and your purchase is subject to Customs or Import Frees, then don't worry.
We charge these at the checkout, meaning there is nothing to pay or have to handle once your order arrives in your country.
We complete all the paperwork ensuring you a hassle free and smooth delivery process.

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  • Products

Yes, our playmats, custom or pre designed are washing machine safe so can be washed.
Due to the rubber backing, we advise they are washed on a quick wash at a very low temperature.
Failure to follow these guidelines may result in damages to your mat and we are not able to take any responsibility for the item if this occurs.

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  • Products

In short, yes.
As it is a hanging item, it is unlikely to become soiled, however, if it does require cleaning, you can clean the surface gently with a damp cloth and mild cleaning product.
Avoid scrubbing the soiled area harshly as this may cause bobbling of the material.

To clean dust from your wall scroll, please use a clean damp cloth and gently wipe the surface.

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  • Products

Our metal prints are easily cleaned using glass cleaner and a microfibre cloth.
Simply spray your metal print with glass cleaner and then use circular montions to clean your print and remove any dirt or streaks.

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  • Returns & Refunds

You are able to cancel your order, providing we have not already started production. If this process has started, we are sadly unable to accept any cancelations or provide any refunds.

If you contact us before this stage has commenced, then yes, our team will then be able to assist with refunding your order.

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  • Returns & Refunds

Although we pride ourselves on our meticulous attention to detail and you should not encounter any issues with your purchase from us, if a product arrives with you damaged or defective, please get in touch with our support team who will be more than happy to assist you.
Any issues with your purchase must be reported to us within 14 days of your order being dispatched.

Sadly, We are unable to offer any refunds or returns on any product which is a Custom design due to the nature of the product.

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  • Returns & Refunds

As soon as your order has been cancelled with us on our system, your refund will be processed straight away. It may take 3-5 working days before this returns back to the payment method you used to make the payment origionally depending on which company you bank with.

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  • Support

If you need any assistance or have any queries before or during your shopping experience with us, you can get in touch with us by sending us an email at
hello@EXOGRAFIX.com

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  • Accounts

Why would you not want an account...?
But no, if you wish to check out with your order without creating an account, you can do so easily. Just select to checkout as a guest.
However, creating an account with us is easy and will also help you keep track of your order progress and previous orders you have placed with us.
Also, by having an account with us, it means you can stay up to date with new product drops, new perks and any active discounts.

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  • Accounts

Here at ExoGrafix, we respect your privacy and only use your data for its intended purposes.
More information about this, can be found within our Privacy Policy.

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  • Accounts

Whilst logged in, head to the account settings and click, change password.

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  • Accounts

Dont sweat it, we forget things too.
If you click on the "Login" button, you will see " Forgotten Your Password?" simply click this and then instructions on how to reset your password will be sent to your email on your account with us.

  • Category:
  • Accounts

It is possible for us to be able to change the email you use to log into your account with us.
In order to do this, you will need to reach out to us via hello@exografix.com from the email address you currently have the account set up with to request this change.