Frequently Asked Questions

Is my order on its way to me?

You’ll receive a confirmation email once your order is on its way.  Make sure you check the expected delivery standards (see the Payment and Delivery section under ‘Useful Information’) before contacting us.

Information on the delivery service

Deliveries in the U.K. should normally be made within 3-5 working days after you place your order [excluding Sundays].  For example, if you order on Wednesday your goods should be delivered by the following Monday.

Your order will be sent out using either the Royal Mail’s first class / priority mail delivery service or a private courier option.  Order tracking is not available for Royal Mail deliveries, so please wait for at least 5 working days for your delivery to arrive.

If you are not around to take delivery of your package, Royal Mail or the courier will normally leave a calling card telling you how you can pick it up. Unfortunately, deliveries are not made on a bank holiday.  In this instance, please expect your delivery on the next working day.

How do I return an item?

UK Customers

As an online business, the aim is to provide a Returns service in the event that a product you receive is faulty or incorrect.  From receipt, you have 28 days to decide if you want to return any faulty or incorrect item within your order.  For both UK and International customers you should make your own return arrangements through any postal carrier or courier company.

Please note it is very important that when you return an item, to specify the order number to which it relates. Without these details, it is difficult to take the action you require.

It can take up to 10 days to receive your return, depending on which postal service or courier you use. However once received, we will inspect and process the goods within 48 hours to ensure you receive what you want as quickly as possible.

You will receive an email confirming the action taken; as soon as we the goods are deemed to be in their original condition and the return has been allocated to your www.decorque.com account.  Any refund will automatically be issued to the card used to make the original purchase, and in the event that a suitable replacement cannot be provided, you will be automatically refunded and advised by email. In all cases, the items returned must be in their original condition.

International Customers

As an online business, the aim is to provide a Returns service in the event that a product you receive is faulty or incorrect.  From receipt, you have 28 days to decide if you want to return any faulty or incorrect item for a refund.

Please note it is very important that, when you return an item to specify the order number to which it relates, provide your details and whether you want a refund or an exchange.  Without these details, it is difficult to take the action you require.  It can take up to 28 days to receive your return, depending on your location and which postal service or courier company you use.

Once your returned parcel is received, the goods will be inspected and processed promptly to ensure you receive your refund as quickly as possible.

So as to keep you informed, you will be sent an email confirming the action taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your www.decorque.com account.  Any refund will automatically be issued to the card used to make the original purchase, and in the event that a suitable replacement cannot be provided, you will be automatically refunded and advised by email. In all cases, the items returned must be in their original condition.

Do you have a shop?

No. I am selling online, which means you can shop with me 24 hours a day, from all over the world.  However, you can often find me at specialised gift and craft fairs in the United Kingdom.

What can I do if something is wrong with my order?

If you receive the wrong item, something is missing or faulty from your order, please contact info@decorque.com making sure you include the order number.

If you have received the wrong item, please include the item number and description and details of the item you should have received.
If the item is faulty, please include the faulty item’s name and number, and a description of the fault.
If something’s missing, please include the item number and description of the missing item.

I will get back to you promptly and send you a replacement item as quickly as possible.

My Promise

I understand that delivering what you order, when you want it is the most important thing I have to do. If something goes wrong, and occasionally it may, then fixing it quickly becomes the only thing I have to do.

If your order is late

If your order hasn’t arrived by the estimated delivery date:

Check that you have provided the correct delivery address for your order and your contact details are up to date by signing in to your account.
Check to see if you have an attempted delivery card from the post office.  Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange re-delivery.

If you still can’t find your package, contact: info@decorque.com and quote your order number.  I’ll look into it for you and if your package can’t be found, arrange a replacement or refund for you.

If your order is wrong or faulty

I want to sort out any issues with incorrect or faulty items straightaway. Please contact: info@decorque.com with the order number and the incorrect or faulty item’s name and number.

I’ll get back to you promptly and try to resolve it for you as quickly as possible.