FAQs
Payment/Returns
What is your refund and exchange policy?
At Decere, we appreciate that sometimes the product you have ordered may not be the right fit.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@decere.co.uk.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@decere.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Delivery
How much does delivery cost?
We offer free delivery for all orders exceeding £69.99! Orders £69.99 and below incur a delivery fee of £4.99.
Do I need to sign for my delivery?
For some items, a signature will be required for delivery - this is because we use a tracked delivery service, to ensure the safe delivery of your parcel. We like to take extra precaution to ensure our customers are satisfied with our service.
When will I receive my order?
Please refer to your order confirmation to find your expected delivery date. However, we are proud to have an extremely fast one day handling period, which means your product will be dispatched within one working day. The delivery time varies based on the service you have chosen and the location the product is being sourced from. We aim to deliver our orders within 3-5 working days.
How will I know my items have been dispatched?
You will receive email confirmation when your order has been dispatched, but do not hesitate to contact info@decere.co.uk via email for an update to your order.
Is international delivery available?
No, we currently only deliver to the United Kingdom - but we are working on expanding to global regions very soon.
Can my order be delivered sooner than the date shown on my order confirmation?
You may receive your order earlier than you expected delivery date, but we do aim to stick to our expected delivery date wherever possible to keep our communication with our customers as transparent as possible. We realise that it can often be good news when an order is received early, but we prefer to provide our customers with confidence that they will receive their delivery on the allotted day.
However, due to current circumstances and government guidelines, our delivery times may be slightly longer than what you may be accustomed to. We are trying our best to ensure all orders are fulfilled with precision and speed.
Order/Product Queries:
I have an error while placing an order, what should I do?
If you experience any errors when placing an order, please contact info@decere.co.uk via email, we will investigate and resolve the issue as soon as possible. We can manually place orders for you in urgent circumstances.
I placed an order online but I am not sure if it has gone through. How do I check?
After placing an order, you will receive an order confirmation via email. However, if you are unsure and would like to confirm the status of your order, please contact info@decere.co.uk and we will be happy to assist.
I haven’t received my order. What should I do?
If you haven’t received your order, please contact info@decere.co.uk, we will be able to track your order and update you on the order status.
I have a question about the product that I cannot find on your product page. What do I do?
If you have any product queries, please contact info@decere.co.uk, we would be more than happy to assist you with any questions. We are always happy to hear from our customers, as we aim to shape our catalogue around their interests and requirements.
I love your products. How and where can I leave a review?
We’re so pleased to hear you love our products. You can leave a review on the product page.
If you have any negative feedback, please contact info@decere.co.uk directly so we can investigate any issues for you.
Other Popular FAQs
Why should I shop at Decere?
At Decere, we’re extremely proud of the products and services we provide to our customers. The product catalogue is regularly updated with the latest, on-trend, trusted and high quality products to meet all our customers tastes.
Aside from the product catalogue, we’re proud to offer rapid and accurate order fulfilment, leaving our customers not only satisfied with the product, but with the timely and orderly delivery of their orders.
And beyond our products and services, we’re always looking to connect with our customers for future products, website developments and company projects. Our team behind info@decere.co.uk works extremely hard to provide an excellent service to our customers, but also to develop our organisational culture.
What are your top tips for shopping at Decere?
Our top tip is always to check out our best sellers category, it’s where we store our popular products and the hottest deals. Although, if you’re looking for the latest additions to our product range, make sure you visit our featured products on the homepage collection, this is where you’ll find the stylish products not yet available on other sites!
How do I find out more about Decere?
If you’d like to know more about Decere, feel free to check out our About Us page, where we have gone into further detail about us as an organisation, our culture, what we aim to achieve, our mission statement and our vision for the upcoming years. We always encourage our customers to visit our About Us page, as it gives our customers a chance to learn more about our brand values.