Free standard shipping on all orders | Current shipping times 2-4 weeks due to Covid-19 and new Brexit procedures

Frequently Asked Questions


Here are some of our FAQ's. If you can't find the answer to your question, please contact our Customer Service Team who will be happy to help.

 

If I order, after I receive it and I decide I don't like it, will I get my full refund?

Yes! Love your purchases or return them, no quibble! Simply contact the Customer Service Team briefly outlining the reason for the return. Make sure you quote your order number which you will have received on your confirmation of purchase email. This helps the team locate your order so the returns process can be efficiently processed. Once we have received your order, the full refund will be completed. You will receive the funds within 7-10 days from the refund process. If you require any further information, please see our Refunds Policy.

 

How much is delivery?

Free! We provide free handling and shipping. We provide this because from the date of your order handling and shipping can take 1-3 weeks but as we source from all over the world sometimes they can take longer. Please contact us if you haven't received your order within 6 weeks.   Please note that due to COVID-19 new protocols mean your order may be held up in customs for quarantine, this is to help keep everyone safe and is standard procedure.

WHERE IS MY ORDER

My order isn't here yet, should I be worried?

As our products are sourced from all over the world, delivery times can vary between 1-3 weeks. (*COVID-19 may affect delivery times)

Once your order has been shipped direct from the manufacturer we have no control over it until it reaches you, it is then in the hands of the shipment companies. We are able to track packages using online resources of which we will provide to you. If you have not received your item 6 weeks from the date of sale then please do contact us and we will do whatever is necessary to rectify this issue. Please note that due to COVID-19 new protocols mean your order may be held up in customs for quarantine, this is to help keep everyone safe and is standard procedure.

If you feel your order is taking too long to reach you (over 3 weeks for EMS, or 2 months for Air and SAL), please have your parcel's tracking/delivery confirmation number ready and make an enquiry at your local post office about its delivery status. Your parcel may be waiting at the post office undelivered or may be in customs at the port of entry.

My tracking information tells me its been in the same place for a few days, should I be worried?
Absolutely not, usually it takes a few days for each step in the delivery process before the generic system is updated. Your item will arrive and you can follow its progress using online parcel trackers. We use two different internet based trackers they are: 17Track and Parcelsapp. If however, your parcel has not arrived 6 weeks from the date of purchase, please do not hesitate to contact us and we will do whatever is necessary to rectify this issue. Please note that due to COVID-19 new protocols mean your order may be held up in customs for quarantine, this is to help keep everyone safe and is standard procedure.

CANCELLING YOUR ORDER
Can I cancel my order please?
You can cancel an order within 24 hours of your purchase. Thereafter please contact us to confirm if it can be cancelled, our service team will be able to look at the status. If your order has already left the warehouse we will be unable to cancel the order. Most orders take between 1-3 days to process depending on the day of order. For example Friday orders will be processed on Monday. If you then wish to return it, please do so by sending to the following address being sure to include your order number & date of purchase. You will find this on your confirmation email, make sure you keep this safe as it is your proof of purchase;
FAO: RETURNS
Decked Deco Ltd
1 Olive Court
North End Road
Arundel
West Sussex
BN18 0DU

CHANGING YOUR DELIVERY DETAILS

I accidentally submitted my order with the wrong address, can I change it? If you need to urgently change your address details we may be able to make these changes before your product is dispatched. Most orders take between 1-3 days to process depending on the day of order. For example Friday orders will be processed on Monday. Please contact our Customer Services team for advice.

 

MISSING, INCOMPLETE OR DAMAGED ORDERS
If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so arrive separately; please allow a little extra time before contacting us.  As our products are sourced from all over the world, delivery times can vary between 1-3 weeks. (*COVID-19 may affect delivery times). If you have not received your item 6 weeks from the date of sale then please do contact us and we will do whatever is necessary to rectify this issue.  For more information on where your order is, you can view your order status online by entering your tracking code online here.

DAMAGED ORDERS
For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team, or call us on 01903 357099, 9am - 5pm, Monday-Friday and 10am-4pm Saturdays. If you prefer, you can also return damaged goods to us via; Be sure to include your order number & date of purchase. You will find this on your confirmation email, make sure you keep this safe as it is your proof of purchase;
FAO: RETURNS
Decked Deco Ltd
1 Olive Court
North End Road
Arundel
West Sussex
BN18 0DU  

 

TRACKING CODE STATUS

An order can have one of the following tracking statuses:

Status Description
Pending The order recently left the warehouse. It might take 5-7 days for the tracking code to be activated.
Unrecognised The tracking code provided isn't valid. Contact us to confirm the correct tracking code.
In Transit The order has left the country of origin or has just arrived to its destination country and is pending customs inspection.
Pick up The package has arrived at a local postal facility or is out for delivery.
Expired The tracking number has expired, either because the package took too long to be delivered, or the package was lost by the carrier. Contact us for details.
Alert One of the following has occurred:
  • Item was refused by the addressee.
  • The destination address is incorrect/ineligible/incomplete.
  • The retention period for the package has expired.
  • The addressee was absent.
  • The package was retained by customs: it contains prohibited goods, importation of the goods is restricted, or any other unspecified reasons.
  • The package was damaged or lost during transportation.
Undelivered There was an attempted delivery that failed:
  • The addressee was not available at the time of delivery.
  • The delivery was delayed or rescheduled.
  • The addressee requested later delivery.
  • The courier was unable to locate the address.
  • The address was in a rural or remote area.
Returned The returned package was accepted by the supplier.
Delivered The package was successfully delivered.