DECO CASA HELP CENTER

Ordering from DecoCasa is quick and easy! Go to the web page of the item you want to purchase and click on the green 'Add to Cart' button to the right of the main image. After you have added your desired item(s) to the shopping cart, you can view your selection by clicking on the orange "shopping cart" icon at the top right of the website. When viewing your shopping cart, you can adjust the quantity of your item(s) or add additional products, such as recommended lamps. Ready to checkout? Then click on the 'Proceed to checkout' button. To complete the order, complete the required "Shipping and Handling Information." This can be done as a guest or you can create an account with us. Do you already have a DecoCasa account? Simply log in with your email address and password and you won't have to re-enter the required information. If your billing or shipping address changes, you can edit this information on your account page. Then select your payment method and enter the required payment information. Please note that when placing an order with us, you automatically agree to our terms and conditions. Once your information has been entered, click 'Pay' and your order will be processed! You will soon receive an order confirmation email to confirm this.

As soon as you place an order with us, you will receive a confirmation email with an order number. You will receive a further shipping confirmation by email and an invoice as soon as your order ships. If you do not receive any emails from us, it is very likely that your order has not been processed successfully. If you have any doubts about one or more orders you have placed with us, please contact us.

The shipping confirmation email will indicate who the courier is and via which link you can follow the progress of the delivery.

All orders above €100 are delivered free of charge in the Netherlands and Belgium. - Netherlands: €9.95 for orders under €100 - Belgium: €11.95 for orders under €100

Yes, you will automatically receive a shipping confirmation email once your order has shipped, along with your tracking number.

We advise customers to track their order using the tracking link provided in their shipping confirmation email. The carrier will make 3 attempts to deliver before returning it to our warehouse. If the address was entered incorrectly when ordering, it will be returned immediately and you must contact customer service. All updates will be mentioned in the tracking link.

Unfortunately, for privacy and fraud reasons, we are not allowed to make any adjustments when it comes to delivery options.

Our website continually updates our stock levels - what is shown on our website corresponds to what we actually have in stock. If an item is out of stock, the 'Add to Cart' button will NOT be visible. Send us a message via WhatsApp or to klantenservice@decocasa.nl.

We always aim to dispatch orders as quickly as possible, but on rare occasions unforeseen factors may delay dispatch. We have a delivery time of 2-3 working days. Once your order has shipped, you will receive a shipping confirmation with a tracking number so you can track the status of your delivery.

Yes, your shipping address may differ from your billing address. You can adjust this on the 'View & Checkout' page under the 'View & Payment' section when you place an order with us. Click 'Edit' in the Billing Address box and you can enter an alternative address.

Unfortunately, we do not offer this option when it comes to delivery options.

In some rare cases, saved settings in your cookies may prevent an order from being processed correctly. This may be the case if you have experienced the following: - You have completed your order, but it remains 'pending' in your account. - You have completed your order and provided the correct email address, but have not received a confirmation email. - You have completed an order, but no costs have been charged to your chosen payment method. There are a few solutions to try to solve this problem. Firstly, you can try placing an order in 'incognito mode' in your web browser. This mode will bypass any saved settings in your cookie folder so you can process your order. To open an incognito browser, start by opening your browser options (usually by clicking the top-right icon with three vertical grey dots) and then select "New Incognito Window." From here you can return to our website and continue adding the items to your cart.

We only ship within the Netherlands and Belgium.

Unfortunately, we do not accept telephone orders. However, if you are having difficulty placing an online order, please contact us and we will assist you as best we can.

Unfortunately, once an order has been placed, we are unable to make any changes to the order, including exchanging one item for another. There is an option to cancel the order and place a new order, but please note that cancellation requests cannot be guaranteed due to the fast processing times in our warehouse.

The right of withdrawal is a legal cooling-off period where our customers have at least 14 days to reconsider the purchase of a product purchased online and return it without giving reasons. We'd like to give you more time to review your product and decide if you're happy with it. That is why we give you 30 days to do this. You can complete and return the right of withdrawal form to exercise your right of withdrawal, or you can return the product. You are not obliged to use the withdrawal form.

Yes, you will automatically receive a shipping confirmation email once your order has shipped, along with your tracking number.

We do not disclose our bank account details online and we no longer accept bank transfers as payment for orders. Please contact us if you have any problems making a payment.

If your computer crashed, lost internet connection or your web browser crashed while you were on the checkout page and you did not receive an order confirmation email from us, then your order was not successful and no payment was made. Are you concerned that you may have paid twice? First consult your statements to check whether money has been debited. Any payments will be immediately reflected in your personal bank account. If you are still unsure or need further assistance, please contact us.

We accept payments from all European countries. If you have any problems with payment, please contact our customer service and they will be happy to help you find a solution.

You can find the various payment options at the bottom of our web page. IDEAL: You can process the payment directly during the ordering process in a reliable, safe and easy way with your own bank. You pay in your own trusted internet payment environment. You can use Ideal without having to register. Payment is received immediately by us and we will process your order immediately. MasterCard: Securely enter your Mastercard details on our secure SSL payment portal. The amount due will be debited. You will be charged for the entire transaction immediately. Visa: Securely enter your Visa card details into our secure SSL payment portal. The amount due will be debited. You will be charged for the entire transaction immediately. American Express: Securely enter your American Express card details into our secure SSL payment portal. The amount due will be debited. You will be charged for the entire transaction immediately. PayPal: Paying with PayPal is easy, payments are processed immediately by logging into your PayPal account. You don't have to enter any payment details, they offer purchase protection and resolve disputes. You will also immediately receive a payment notification from PayPal. Apple Pay: Pay easily online with Apple. If you pay with Apple Pay, you will be given the option to choose a payment card. You then confirm your purchase via your smartphone or tablet with Touch ID or Face ID. All orders must be paid for on the checkout page.

The warranty does not apply in the following circumstances: - Item(s) damaged intentionally or due to gross negligence - Item(s) modified by a third party - Item(s) damaged by incorrect or inaccurate use - Item(s) damaged by external factors such as adverse weather conditions (e.g. lightning strike) - Item(s) overheated after exposure to central heating or other heat source; or by using a higher wattage than recommended - Item(s) damaged after exposure to moisture, extreme heat, extreme cold or sunlight - Repair costs as a direct result of damage by third parties will not be reimbursed, including costs for electricians.

You automatically receive a 2-year warranty on all items you purchase from us. If in doubt, you can always contact our customer service.

If your item(s) is damaged or defective within the 2 year warranty, please contact us and we will ensure we resolve the issue promptly.

Please contact us within the 14 day returns period so we can assist you with invoking the warranty for your damaged/defective item.

You have 14 days from the day you receive your order to decide whether you want to keep the item. If you wish to return, please visit our returns portal and follow the steps to register your return request. After completing the steps, you will receive an email with return instructions, as well as a return label to place on your return package.

Once your return has been received by our warehouse, you will receive an email confirming 'receipt'. Once processed, you will receive an email with a 'Credit Note' to confirm that your refund is being processed. The 'Credit note' is a written confirmation of your refund for your records. Refunds will be processed to your original payment method and the time it takes for it to appear depends on the method/bank you paid with. This should take no longer than 14 days after receipt of the credit note.

All prepaid shipping labels include a tracking number on the label. You can use this tracking code on the courier's website to find the current location of your return. Once the returned package has arrived back at our warehouse, it will be booked within 48 hours and you will receive an email confirmation.

We will automatically send you an email confirmation once your returned items have been successfully received at our warehouse.

Please contact us within the 14 day returns period so we can assist you with invoking the warranty for your damaged/defective item.

If your item(s) is damaged or defective within the 2 year warranty, please contact us and we will ensure we resolve the issue promptly. Are you concerned that you may have paid twice? First consult your statements to check whether money has been debited. Any payments will be immediately reflected in your personal bank account. If you are still unsure or need further assistance, please contact us.

We are sorry to hear that you have a complaint. Please contact us as soon as possible. We aim to respond to your complaint within 1 to 2 working days.