Returns and refunds
Are you unhappy with your purchase and want to return or exchange it? Don't worry, we are here to help! You have the option to return or exchange your purchase up to 7 days after receiving the delivery. This process is simple and straightforward and involves the following steps:
Step 1: Contact us by email at contact@decorlux.com and let us know if you want a return or exchange. We will send you our return form immediately.
Step 2: Complete the enclosed returns form found in your package. Please make it clear which items you wish to return and whether you prefer a refund or an exchange. Make sure that returned items are in unworn, unwashed condition, with tags attached and in a condition that allows for resale.
Step 3: Choose a carrier of your choice and send your package back to us within 7 days of receipt.
Step 4: Once we receive your return at our warehouse, we will process it within 10 business days. You will be updated on the status of your return via email from our returns department.
Step 5: If a customer refuses to accept the package upon delivery, an additional fee of 15€ will be charged.
FAQ:
Return Policy: Our return policy grants you the right to return your order within 7 days of receipt without giving any reason. Please ensure that items are unworn, unwashed and with tags attached in a suitable condition for resale. Note that we do not accept returns on items purchased during a promotion or sale. Items purchased during a sale can only be exchanged for another product or a voucher.
Returns outside the deadline: We recommend that you send your return within the 7-day deadline before it expires. If for any reason this is not possible, we offer you the option to exchange the product for a replacement product or a voucher. Please contact our customer service for more information.
Return costs: The return costs are borne by the customer and vary depending on the courier service and the country from which the package is returned. The package will be sent to our international warehouses
Product exchange time: If you indicate that you would like to exchange a product, we will deal with it as quickly as possible to ensure that the exchange is completed within a few days.
Unavailable exchange products: If the desired exchange product is not available, please contact our customer service, who will give you information on the expected delivery time. If your product is sold out during this time and you have already created a return, we will contact you to find a solution together.
Finding your order number: You can find your order number in the confirmation email you received after placing your order. It is a five-digit code. If you have not received this email or need further assistance, our customer service team will be happy to help you.
Damaged or faulty products: If a product is damaged during shipping or production or is delivered faulty, please contact our customer service within 14 days and send a picture of your complaint to contact@decorlux.com. Our customer service will contact you as soon as possible to find a solution.
Refund duration: We strive to process returns as quickly as possible. After receiving your return in our warehouse, it will be processed within 10 working days. You can track when the package has arrived at our warehouse on your Track & Trace code, which you will receive together with your return. From this point, the 10 working days start. You will receive a notification after the refund is completed. Please note that it can take 3-5 days for the refund to appear in your bank account.
Please note that this policy is subject to change at any time without notice. We strongly recommend that our customers read our cancellation policy carefully before placing an order to avoid any possible ambiguity or misunderstanding.