FREQUENTLY

ASKED QUESTIONS

Here you have a list with the most popular questions and answers that you could maybe have about MURO’s canvasses. If any of your doubts is not here, don’t hesitate to contact us in info@themurolab.com.

”How can I know that my paint is an original and handmade item?”

The MURO canvasses are original and authentic, numerated one by one and painted in Barcelona by Muro makers and artists. Muro products are unique and have a Certificate of Guarantee.

”What materials are the MURO paintings made of?”

All MURO canvasses are created using quality and ecofriendly materials.

”What are the standard sizes for the MURO paintings?”

They are available in four standard sizes: 0,81x1m (small), 1 x 1m (medium) y 1,30 x1,5m (large) y 1,5×1,5 m (extra large) with a thickness of 3,5 cm, this last one can vary.

”How are MURO canvasses delivered, rolled up or already assembled?”

Every MURO canvas arrives mounted on its stretcher. Once you have received your MURO you can hang it immediately on your wall.

“Can I order Muro paintings in customized ?”

Orders in special sizes and colours are only aimed at professionals’ or contract projects. If you are an interior designer, decorator or architect and you are looking for tailored paintings for your project, you only have to send us a petition by email with your special request to tailoredart@themurolab.com. Personalized MURO paintings are estimated to be delivered in a maximum of 30 days. If your request comprises several pieces, the production timing for each piece will be specified according to each case.

”Is it possible that the colours of the MURO look different in my screen than in reality?”

Yes, it could be. As you know, each screen has different colour resolution and that can make change the colours of the MURO canvasses you see on-line with the real colour. We recommend you to see the MURO in different screens to avoid this effect.

”How can I buy a product from THEMUROLAB?”

You should follow the following steps:

  1. Visualize the product/s you are interested in. With a click you can make the image bigger so you can look closer to the details.
  2. Select the MURO and add it to your basket.
  3. Select the country where your MURO will be delivered. Standard shipping is free of charge.
  4. Select a payment method: Visa, Mastercard, PayPal or bank transfer.
  5. Confirm the payment.
  6. You will receive a confirmation order by email… Congrats! You have now an original MURO piece!

”What payment method can I use to make my purchase?”

The purchases can be made via bank transfer or through PayPal.
The credit cards accepted are: Visa and Mastercard.
The final price will be withdrawn from the client’s bank account which will be activated upon receipt of confirmation in accordance with the bank payment centres.

”Can I receive an invoice in the name of my Company?”

Yes. You only have to inform us about your company details and we will send you the invoice to the indicated address. Send us your request for invoice to: info@themurolab.com with the motive “Request for invoice”.

”Is it safe to use my credit card on the web?”

Yes, because the bank details are transmitted in the form of encrypted SSL.
For the payments with Visa and Mastercard only SEC transactions are accepted (Secure Electronic Commerce). After verifying that the card is attached to the SEC system, the system will contact the bank that issued the buyer to authorize the purchase. When the bank confirms the authenticity, the charge will be made on the card. Otherwise the order will be canceled.

”Can I buy from another country than Spain?”

Yes. You can buy from all Europe (except Canary Islands, Ceuta and Melilla).

” How long does it take for my delivery to arrive?”

Delivery times depend on the country of delivery. For Spain, the delivery time is between 48 and 72 hours (no deliveries are made in Canaries, Ceuta and Melilla) while the period is at least 72 hours if sent to the rest of Europe.
No deliveries are made in the rest of the world.
Transports done in other ways than standard shipping will include extra charges at the expense of the buyer.

”How much do I have to pay in transport costs?”

The standard shipping is free of charge and no further charge for transports will be added to the price of the product. Transports done in other ways than standard shipping that include extra charges will be at the expense of the buyer. 

”How do the MURO paintings arrive to my door?”

All our MURO products are carefully packed in a way so they are protected during the transport to avoid any possible damage. They are shipped by a licensed transport agency to guarantee a safe transport of your painting.

”What should I do if I find any damage on the packaging of my MURO painting?”

If there is any problem or damage with the packaging you will have to put this in writing on the receipt of delivery handed to you by the transport agent.

”What do I have to do if I find damages on the painting?”

All our MURO products are carefully packed in a way so they are protected during the transport to avoid any possible damage. In the case that there should occur any kind of damage of received merchandise; the client has to communicate with us within 24h from the received delivery by email to info@themurolab.com. Mark the email with the “Incident of received painting” nd send it together with all information and contact data. Our team will contact you as soon as possible in order to find a solution.

”If my order arrived damaged, will you send me another one?”

In the case of damage or imperfection of the product sent, THE MURO LAB S.L. guarantees a replacement of the damaged merchandise offering the client to choose another item included in the MURO COLLECTION available online corresponding with the same size and prize of the purchased product. In any other case the client will have to add the difference to the amount when choosing another size product.

”What is the procedure for returning item(s)?”

You’ll have to report the matter to THE MURO LAB S.L. within 24 hours from the time of delivery to the following email: info@themurolab.com with the subject titled “refund”.
The client has to return the goods within 7 days of its delivery.
The goods must be packed and returned in the same condition as was sent.
THE MURO LAB S.L. will return the amount of the purchase once the goods are received back within 7 labour days from its delivery.

”Who will assume the expenses for the refund?”

Any cost of shipping for the returned goods is settled by the client.

”In the case of tailor made special sizes, is it possible to return this order?”

For products with tailor made special sizes NO RETURN NOR REFUND are admitted as the product is personalized and created upon special request.