Shipping & Delivery Terms

Goods in stock are usually delivered to you within 3 working days (within the EU). This applies when choosing DHL as your carrier, which is our standard option. There are some areas where the freight forwarder does not have daily delivery and then the delivery time may be slightly extended.
The cut-off time for orders is 12:00. Orders placed after 12:00 on weekdays and during weekends and public holidays will be processed on the next working day and the normal delivery time will be calculated from this day. If we realise that delivery, due to stock shortages or other reasons, is expected to take longer than normal, we will contact you as soon as we can.
During public holidays and extensive sales, such as Black Week, the time for processing and delivering your order may be affected, which in this context is considered ‘normal’.

Orders to countries outside the EU are normally delivered within 3-8 working days, deviations may occur.

Shipping & Delivery method
For countries outside the EU, the delivery cost is calculated based on the destination and the weight of the shipment.

Transport damage / misdelivery
If your package is damaged on pick-up/reception, this has to be reported directly to the agent/carrier on receipt of the consignment. Ask the carrier to make a note of the damage on your delivery receipt/waybill and take a picture(s) clearly showing the damage(s). Remember to always save the packaging so that the complaint can be handled correctly.

Should one or more products prove to be damaged, due to suspected transport damage, this must also be reported immediately to our customer service (info@decorroom.eu). In order for a transport damage claim to be made against the carrier, we need to notify them within 3 days. You must therefore report the damage to us immediately and in good time before this deadline expires.
This applies to both visible and hidden transport damage. It is therefore important that you always unpack and check the product(s) for defects as soon as possible after receipt.

A product that is incorrectly dispatched must be reported to our customer service (info@decorroom.eu) as soon as possible, but within a maximum of 7 days from the time the parcel is collected. This applies, for example, if you received the wrong item or quantity of an item. It is therefore important that you unpack and check your delivery as soon as possible after receipt. If an item is misdelivered, damaged or incorrect, we undertake to rectify the error free of charge, provided that it is notified within the above-mentioned period.

Uncollected / undeliverable parcel
Delivery to an agent: If you do not collect your order, the parcel will automatically be returned to us 7 days after it has arrived at the agent. Should this happen, you as a customer will be charged the shipping company's fee of GBP 23 for administration and return shipping of uncollected shipments. If you want the parcel to be sent out again, a new shipping cost will be added to this fee.
This fee will be charged regardless of the reason why the parcel was not collected. You can use a courier to collect a parcel if you are suddenly prevented from doing so.
This also applies if, for example, you were unable to receive notifications because you provided incorrect and/or incomplete contact details when placing your order (read more under ‘Address & contact details’ below).

On-site delivery: If your parcel cannot be delivered because the customer has provided incorrect and/or incomplete address/contact details (read more under ‘Address & contact details’ below) or is not available at the specified time, the parcel will automatically be returned to us. You will then be charged the shipping company's fee of GBP 23 for administration and return shipping of the shipment. If you want the parcel to be sent out again, in addition to this, a new shipping cost will also be added.

For heavier and/or bulky goods, an additional cost will be added in addition to the above fee, according to the current shipping table.

If you have chosen Klarna invoice as a payment option and your invoice is about to expire while your case is being processed, it is important that you make sure to pay the invoice (any refund and / or debit of fees will then be settled afterwards) or contact Klarna for an extension to avoid any reminder fee and late payment interest.

Address & contact details
It is the customer's responsibility to provide correct and complete information when placing your order. Always check that you have entered the correct and complete delivery address, name and mobile phone number in your order confirmation, which you will receive by email shortly after completing your purchase.

For orders to a country where DHL offers on-site delivery (e.g. Germany, Netherlands, Belgium, Austria), the delivery address must always be to a place where you or a representative can be reached to personally receive the parcel at the time of delivery. Your name (in the case of a private order) or the name of the company (if a company is specified in the order) must be clearly visible on the delivery address.

If any information is incorrect, you need to contact our customer service (info@decorroom.eu) immediately, so that we can correct the error before your order is packed and dispatched.
Once a shipment has been handed over to the carrier, we are unable to make any changes or otherwise assist in affecting the delivery.

Delay in delivery
You have the right to cancel your purchase at no extra cost in the event of any delay against the promised delivery date. If we become aware of delivery delays for your order, we will contact you immediately by e-mail.