F.a.q
HOW TO CONTACT US
Is your warehouse open for public?
We are open for public Monday through Friday, from 9am to 6pm. Our staff is dedicated to providing the highest quality of service, to ensure that all of our customers have a positive experience when dealing with us.
Can i Talk To Someone ?
Have another question about your order, delivery or warranty? Best way to contact us still e-mail. We have a super fast and solution oriented customer service team and we aim to reply all emails in 2 hours Monday to Friday, 9:00-17:00, unfortunately, we don't offer customer service on the phone. Email Us Now
Still Need To Talk to an Engineer for Technical Details ?
If you need to talk to one of our engineers about technical details, please call us on 020 8539 5850. Please note that this number is for technical support only and that team has no access to customer service. If you need to contact customer services, please email to sales@decoranddecor.com with your order number and inquiry. You will receive a reply shortly.
PAYMENTS
Can I cancel or edit my order?
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes after 11:00AM as it’s already being processed at the warehouse. If you'd like to cancel an order, please email sales@decoranddecor.com with your order number before that time. Otherwise you’ll need to place another order or return any unwanted items.
I don't have the invoice from my parcel, can I return?
We've gone paperless! You can still start a return from our website. All you need is your order number. Please email to sales@decoranddecor.com with your order number and request a return. You will receive the return instructions shortly.
RETURNS
I received a faulty item what do I do?
We will get this fixed for you ASAP
Please send us an email with the following information:
- Your name
- Order number (this can be found on your order confirmation email)
- Attach an image of the faulty item
- Description of the fault
How long do I have to return?
You've got 30 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.
Can I exchange instead of a refund?
Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.
SHIPPING
Where is my item?
Once we ship your order, we send a confirmation e-mail to you with your order number and tracking details. If you cannot find the e-mail, please check your spam folder. If you still need help about it, please email us with your order number and request tracking number.
Missing item(s) from my order?
Sorry an item's missing; please double check it's on your order confirmation, check your emails (including junk/spam) to see if you've been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply and your expected delivery date has passed, then please head over to our Contact Us section within 14 days of your order being delivered and we will sort it for you.