Frequently Asked Questions (FAQ)
1. Where is J & J Roo Wall Decor located?
We are based in Ingleburn, NSW, Australia. We operate our warehouse and distribution from this location.
2. Do you offer professional installation?
No, we do not provide installation services. While we provide premium artworks, it is the customer’s responsibility to ensure they are mounted safely. For large, heavy, or LED pieces, we strongly recommend hiring a professional installer.
3. Can I return an item if I change my mind?
Generally, we do not offer refunds for change of mind. However, at our discretion, we may accept returns within 7 days if the item is unused, unopened, and in its original packaging. Return shipping costs are the responsibility of the customer.
4. What happens if my order arrives damaged?
Because our products (porcelain, glass, acrylic) are fragile, you must inspect your order immediately. Please report any transit damage to info@jandjroo.com.au within 48 hours with photos so we can assist you with a claim.
5. How does “Click & Collect” work?
You can select local pickup at checkout. Please wait for a “Ready for Collection” notification before visiting our Ingleburn warehouse. This ensures your items have been inspected and are ready for safe transport.
6. Are your artworks suitable for outdoor use?
Unless specifically stated, all our products are designed for indoor use only. Exposure to moisture, direct sunlight, or extreme heat may damage the materials and void your warranty.
7. What does the 12-Month Warranty cover?
Our warranty covers manufacturing defects and structural faults under normal residential use. It does not cover wear and tear, damage from incorrect installation, or use in commercial environments like gyms or retail stores.
8. Why does my artwork look slightly different from the website?
Many of our pieces feature handcrafted details, rhinestones, or natural finishes. Minor variations in texture and colour are a hallmark of artisanal wall decor. Additionally, reflections and colours may vary based on your room's lighting and screen settings.
9. Is my payment information secure?
Yes. We process all payments securely through Square and WooCommerce. We do not store your full credit card details on our servers.
10. How can I contact you?
You can reach our team at info@jandjroo.com.au for any enquiries regarding orders, shipping, or product care.
