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ORDERING GOODS 

Terms and Conditions 

 

Return Policy?

Had a change of heart?

If you’ve changed your mind or don’t think the item will work in your design, you have 14 days to return your order. Please send us email to info@deccori.co.uk . We’ll advise the next steps (we can’t accept return requests by phone).

Returned items must be in a resalable condition (for example, not have been partly or fully assembled and have all their packaging). You are responsible for their safe return. While we might offer free delivery, our competitive pricing means we cannot offer free returns.

Returning fragile or expensive furniture requires specialist companies that can handle delicate and heavy items safely, so they cost more than standard couriers. We can collect for a pre-agreed fee. As a guide, this is usually £15 – £75 (depending on item size/weight/fragility/location) but can be considerably more for large, heavy or fragile items (around 10% of the item cost). You can return items yourself at no cost. If you’d like to discuss the return carriage fee before ordering, please get in touch on info@deccori.co.uk.  

If you arrange to return the item yourself, please use an appropriate service that covers you if the item becomes damaged or lost as we can’t refund you in these circumstances. Just be aware that most couriers list glass items on their ‘non-compensation’ list, so don’t use couriers for any glass or mirrored item as they won’t compensate you if the item arrives damaged.

Received a damaged or faulty item?

It’s rare, but items can sometimes become damaged while on their travels. It’s essential that you check your order thoroughly for any damage, faults or missing parts as soon as it arrives. If you spot something wrong, please notify us within 24 hours of delivery by sending a replacement or return request at info@deccori.co.uk. You’ll be asked for all the info we need to get on and try to remedy things. While we do this, please keep all of the packaging and the item safe and sound.

We will replace items that arrive faulty or damaged for free. If you decide you do not want a fault-free replacement item, we will consider this a change of heart and you will be liable for the return cost. If a product arrives damaged, or we made an error, and we cannot remedy it with either a full replacement or replacement parts, we will pay to return the item to us.

Important terms

Items must have all of their original packaging as this properly protects them on their journey back to us. Plus… it means we can give the item a lovely new home in our Outlet section. If you return an item without all its original packaging, we might have to deduct a 20% re-packaging fee from the refund you’re owed. This represents the price reduction that a future buyer will expect for an item without its packaging. We might also make further deductions to the refund if we discover the item has been damaged because it wasn’t packaged properly.

If you cancel an order that we have already shipped, or if we cannot deliver an order because you are not at home or there are access difficulties that you haven’t told us about in advance, we may deduct delivery costs from the refund owed.

Cancelling discounted items 

If we provided a discount when you placed your order, we’ll have provided this based on you spending a certain amount with us. If you subsequently return any part of the discounted order, this will lower your spend with us and therefore may make you ineligible for the discount. We reserve the right to remove the whole discount provided on your full order from the refund you are due. Please contact us to discuss this if you wish to return part of a discounted order.

What is a Made to Order item?

Many of our furniture pieces and some other items are made to order, which means we do not hold stock of these pieces and that they are made by the manufacturer only when an order is placed.

 When will I receive my Made to Order item?

All made to order items will have an expected dispatch date on the product page and in the bag. Most furniture items will be delivered within 3-12 weeks.

If you have ordered a mix of made to order items and ‘in stock’ items, the ‘in stock’ items will be sent immediately via our normal couriers. Made to order furniture is delivered by our specialist courier partner Domestic Distribution, using a white glove delivery service.

 When will payment be taken for my Made to Order item?

Payment for made to order items will be taken immediately on placing order. However, some items might be charge at 50% on placing order, 50% on delivery, subject to supplier policy.

If you decide to change your mind after 14 working days of placing an order, the 10% cancellation fee will apply.

 Can I return my Made to Order item?

Charges will apply on all made to order furniture returns, and delivery costs will not be refunded.

You have 14 working days from receipt of your made to order furniture item to return it.

Items must be returned to us unused, in original packaging and in a resalable condition. If the item has not been returned in a fully resaleable condition, we reserve the right to refund the item or deduct up to 50% of the original selling price from the refund amount.

Damaged or faulty items must be reported to Domestic Distribution at the point of delivery and signed for as damaged/faulty. If the delivery is signed for unchecked or not as damaged/faulty then you are fully liable for the goods.

To return any oversized furniture items please contact Customer Care.

 What do I do if my order has arrived damaged/faulty?

Please note if, on the rare occasion, your order arrives and your product isn’t in perfect condition; please contact our Customer Care team within 7 days of receiving your order. Please make sure to include clear photos and a description of the damage/fault as well as images of the packaging so we can help you further.

If, on the rare occasion, your order arrives and your product isn’t in perfect condition, please contact us as soon as you receive your order.
We will need the following information to enable a member of our Customer Care team to advise on the best solution:
– Your order number
– Details of the damage e.g. broken, chipped
– Images of the damaged/faulty item
– Images of the barcode on the item
– Images of the inner and outer packaging that has been used to protect the item

Oversized Furniture Returns

You have 14 days from receipt of your oversized furniture to return it.

Charges will apply on all oversized furniture returns and delivery costs will not be refunded.

Items must be returned to us unused, in original packaging and in a resalable condition. If the item has not been returned in a fully saleable condition, we reserve the right to refund on the item or deduct up to 50% of the original selling price from the refund amount.

Damaged or faulty items must be reported to Domestic Distribution at the point of delivery and signed for as damaged/faulty. If the delivery is signed for unchecked or not as damaged/faulty then you are fully liable for the goods.

To return any oversized furniture items please contact Customer Care.

Can I cancel my Made to Order items?

The cancellation of a Made to Order furniture item excludes delivery and collection/return costs. For further information please contact the Customer Care team.

 Are there any delivery restrictions for Made to Order items?

Our Made to Order furniture can only be delivered to Mainland UK.

These items require a two-man delivery and as standard can only be delivered up to three flights of stairs, unless there is access to a lift (depending on the size of the item and lift).

However, if you require delivery to a floor higher than the 3rd floor you can request this when our Customer Care team contact you and the request will be put forward to our courier partner – Domestic Distribution for a quote.

What happens if I miss my delivery slot for my Made to Order furniture?

If our courier partner Domestic Distribution is unable to deliver a made to order furniture item, you will incur a failed delivery charge of £50.

My order has arrived and it’s missing an item(s)

Please contact us as soon as you receive your order. We will need the following information to enable a member of our Customer Care team to advise on the best solution:

– Your order number
– Details of the item that is missing – product name and description
– Images of the open package with the items that you did receive (if you ordered more than 1 item)
– Images of the packaging – including any damage to the packaging.

My order hasn’t arrived.

If your delivery date has passed and you haven’t received your order, you can track it via the tracking link in the dispatch email we sent you or by logging into your Deccori account and clicking on the ‘My orders’ tab. From here you’ll be able to track your delivery with the designated courier.

If you’re still concerned about where your order is, please contact us and one of our dedicated Customer Care Advisors will help track your parcel.

My order has arrived with items in it that I didn’t order, what do I do?

Please contact us as soon as you receive your order. We will need the following information to enable a member of our Customer Care team to advise on the best solution:

– Your order number
– Details of the item received in error
– Image of the item received in error
– Image of the barcode of the item received in error