FAQs

Payments & Returns

What is your refund policy?

We offer a 30-day return window from the date your order is delivered.

To be eligible for a return, items must be unused, unopened, and in their original packaging, with proof of purchase. Due to the nature of skincare and personal care products, we cannot accept returns on opened or used items.

To request a return, please contact info@decere.co.uk.

Returns must be authorised before being sent back to us.

What if my item arrives damaged or incorrect?

Please inspect your order upon delivery.

If your item is damaged, defective, or incorrect, contact us at info@decere.co.uk as soon as possible with your order details and supporting images. We will resolve the issue promptly.

Are any items non-returnable?

Yes. For hygiene and safety reasons, we do not accept returns on opened skincare, hair care or personal care products.

We also do not accept returns on:

Sale items
Gift cards

If you are unsure about a product before purchasing, we are happy to assist.

Do you offer exchanges?

We do not offer direct exchanges.

If you would like a different product, please return your item (if eligible) and place a new order once your return has been approved.

How long do refunds take?

Once your return has been received and inspected, we will confirm whether your refund has been approved.

Approved refunds are processed to your original payment method. Please allow additional time for your bank or card provider to complete the transaction.

Delivery

How much does delivery cost?

Free UK delivery on orders over £69.99
£4.99 standard delivery on orders below this threshold

How long does delivery take?

We operate a one working day dispatch time.

Most UK orders are delivered within 3–5 working days, depending on the delivery service selected.

Will I receive tracking information?

Yes. You will receive a dispatch confirmation email with tracking details once your order has been shipped.

Do I need to sign for delivery?

Some orders may require a signature upon delivery. This helps ensure safe and secure receipt of your order.

Do you ship internationally?

Currently, we only ship within the United Kingdom.
We are working towards expanding internationally in the near future.

Orders & Products

I haven’t received my order — what should I do?

If your order has not arrived within the expected timeframe, please contact info@decere.co.uk and we will investigate immediately.

I didn’t receive an order confirmation

Order confirmations are sent automatically after purchase.

If you have not received one, please check your spam folder or contact us and we will confirm your order status.

I had an issue placing my order

If you experience any issues during checkout, please contact us. In urgent cases, we can assist with placing your order manually.

Can you help me choose a product?

Yes.

If you have any questions about a product, ingredients, or suitability, please contact us at info@decere.co.uk. We are happy to assist and ensure you select the right products for your needs.

Are your products authentic?

Yes.

We work with trusted suppliers and established distribution channels to ensure all products are 100% authentic, properly sourced and handled to a high standard.

About Decere

Why shop with Decere?

Decere is built on a simple principle — to provide access to high-performance skincare from Asia through a platform defined by trust, consistency and careful curation.

We focus on:

Proven, effective formulations
Trusted and emerging brands
Reliable fulfilment and service
A curated product range, not an overwhelming catalogue

Our aim is to offer a retail experience that is straightforward, credible and dependable.

How can I learn more about Decere?

You can learn more about our approach, values and long-term vision on our About Us page.

Can I leave a review?

Yes — reviews can be left directly on product pages.

If you experience any issues, we encourage you to contact us directly so we can resolve them quickly.