Q: Where are you based?
A:We are a boutique online business with supplier partners and fulfilment centres in various countries. Our head office is based in Melbourne, Australia.
Q: I have a discount code, where do I enter it?
A:Discount codes need to be entered during checkout. On mobile you may need to click "show order summary" to enter it. The cost will automatically be adjusted once entered.
If your discount code is not working, contact us via the "Contact Us" button.
Q: What if I have any problems with my order?
A: We have a 24 hour Help Desk where one of our Customer Service Specialists will assist you with any concerns you may have as soon as possible. Email us at: firstname.lastname@example.org
Q: I only received some of my order, where is the rest?
A: Not to worry! In our effort to reduce overall shipping times and processing delays, we start working on your order as soon as it is placed. This can often mean that your order will arrive in multiple packages, instead of a single package at a later date. Please refer to our Shipping Policy for further details.
Q: Can I cancel my order?
A: We provide a 2 hour cancellation policy. If you wish to cancel your order and are within a 2 hour window from your time of order placement, please open a request with our customer support. Orders must be cancelled within 2 hours regardless if they have been dispatched or not.
Q: Do you have a warranty on the glassware ?
A: Yes! Every Decorfaure® glassware comes with a limited 1-year warranty that protects it against damage to the glassware and any changes in color, clarity or brilliance.
Q: What are my obligations for Duties/Import Taxation?
A: We pay the VAT on your behalf and in most cases there are no further import taxes. Regulations for customs duties vary from country to country. As we offer world-wide shipping, we encourage you to familiarize yourself with your country's rules and regulations prior to making your purchase. Customer is responsible for any import/customs charges if applicable.
Q: What do I do if I have not received a confirmation email?
A: Order confirmation emails may take up to 30 minutes to hit your inbox. Please make sure to check your spam folder, and add our email email@example.com to your email list to receive further order updates. If you still haven’t received your confirmation email after 30 minutes, please email us at firstname.lastname@example.org and we will get it sorted out in no time
Q: Where are the items shipped from?
A: We have distribution centers and supplier partners throughout the world and your order will be shipped from the closest fulfilment center based on availability.
Q: I ordered something, when will it arrive?
Shipping times can vary depending on where your order is shipped from. We have distribution centers and supplier partners throughout the world and your order will be shipped from the closest fulfilment center based on availability. Please visit our Shipping Policy
for further information.
Q: How can I track my order?
A: We offer an order tracking tool which will help give you an estimate on when your order will arrive. Once courier tracking becomes available, you will receive tracking numbers via email/SMS notifications. If you need assistance with tracking your order, please inquire with our Help Desk at email@example.com
Q: How can I get free shipping?
A: We offer free shipping on all orders regardless of order amount.
Q: Do you ship worldwide?
A: We currently provide free delivery to North America, Europe and Oceania. For any other country, please email us your order on firstname.lastname@example.org and we will get back to you with a customised quote.
Returns & Refunds
Q: What can I do if I received a damaged item?
A: If you have received a damaged item, please send us an image/video of the product to email@example.com. You must let us know of the faulty product within 24 hours of you signing for it. Once we have received an image/video of the product, we will organize a new product for you at no cost.
We will reship the product to you at no cost. If reshipping is not feasible, we will provide a full or partial refund (in cash or store credits). A partial refund applies in cases where part of the ordered item is defective - for example, if 1 out of a 5 person place-setting flatware is defective, this will allow for a 20% refund.
Please do note that in most cases, you will not be asked to ship the defective or incorrect product back to us. This is to ensure that all items that our customers receive are brand new especially due to the hygiene concerns given the COVID-19 situation.
**We are not responsible for any damages caused by wear and tear. Damages caused by accidental damaging on your own before returning will not be accepted**
Q: I want to change my order
A: Please be advised that for any changes in your order, you will be provided a limited window of 1 hour (60 minutes) to proceed on a new one for any modification you would like to make. For any changes in your order, please send us an email via firstname.lastname@example.org so we can take care of your request immediately. This is because after an hour your order is going to be directly shipped to the warehouse for final touches in preparation of your order processing and delivery. This guideline applies on the below line items:
– Changing the Item
– Changes in the billing or shipping address
– Adding Items in your order
– Changing the shipping method
After the time frame indicated above, we will be unable to cancel your order and you will need to follow our returns process policy.
Lost orders due to incorrect address will also not qualify for replacement and refund.
Q: How can I change my address after receiving confirmation of shipping?
A: Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.
Q: How do return something?
A: We will be responsible for shipping costs and product replacements for those products that meet the following conditions:
- Products with manufacturing defects that make it impossible to use
- Product received is totally different from the order
The buyer is responsible for shipping costs, if:
- The product does not meet customer expectations
- You simply want a change for another product or return it
If you are dissatisfied for any other reason, please email us at email@example.com and we will happy to help you.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Returns are only offered for damaged items for a free replacement. Unfortunately, we do not offer change of mind returns.
If your return is approved, you will be provided a return address for the closest return warehouse.
Additional non-returnable items:
Item sold on discount
Items that are in sale
PLEASE NOTE - 30% handling and restocking fees apply to all returned items for any reason.