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FAQ'S

 

General questions 

 

Why should I buy from Decur?

What types of payment do you accept?

Do you charge a fee for restocking?

 

 

Order related questions

 

How do I place an order?

Can I change my order?

Can I cancel my order?

Have you sent my order?

I received the wrong item/order?

 

 

Questions Regarding Delivery

 

For further information- please check the deliveries page

How much does delivery cost?

Can I delay my delivery date?

When will my parcel be delivered?

How can I track my order?

Do you to deliver to P.O. Box addresses?

Can you leave the delivery in a safe hiding place?

Do you deliver to outside the UK?

Can I collect my item in person?

Do I have to pay for return postage?

I am not going be here when you deliver my parcel. What will happen?

 

 

 

Why should I buy from Decur?

*We retail the rugs and furniture in our stores so we know the requirements of our customers.

*We stock the latest furniture and rug collections from all the best-known manufacturers from around the world; we are confident that you will find the search for your individual look and style a pleasure.

*Your welcome to come to one of our retail stores and view our collections

*We buy direct from Manufacturers so we cut out the wholesaler or middleman.

*We employ Style Gurus which help us select the new in vogue style.

*Our direct buying/manufacturing capability

 

 

 

What types of payment do you accept?

We offer secure online payment through PayPal, where you can use all major credit and debit cards.

For all other payment, options please write to us at contact@decur.co.uk

 

 

Do you charge a fee for restocking?

We do NOT charge restocking fee. We realize that it's already a hassle if your order doesn't work out for you, so we certainly don't want to make it any more frustrating, by penalizing you with unnecessary restocking fees.

 

 

 

How do I place an order?

We offer hassle-free online shopping. You may place your order online, 24hrs a day, and 7 days a week with our secure online shopping cart. Once your order placed, we will have your items dispatched as soon as possible. You will be notified by email when you item has been dispatched. For larger items such as sofas, you will get a call from the courier to arrange your delivery.

 

 

 

Can I change my order?

We try to process our orders as quickly as possible, so it is not possible to change your order. So please email us at contact@decur.co.uk to cancel your order and then reorder the items you want.

 

 

 

Can I cancel my order?

You can cancel your order, however please email us on  contact@decur.co.uk within 24 hours so we can cancel the delivery and issue the refund.

 

 

 

Have you sent my order?

Decur will email you once your order has been sent, however if your order has not arrived within the given shipping time, please email uscontact@decur.co.uk and we will reply as soon as possible.

 

 

 

I received the wrong item/order?

Decur is sorry if this has occurred, please contact us as soon as possible at contact@decur.co.uk

Decur t will contact you to make arrangements to exchange the items for the correct ones. If on occasion this is not possible (if an item is out of stock for example), we will refund the money.

 

 

How much does delivery cost?

All deliveries are free of charge within Mainland England and Wales.  

Please email us at  contact@decur.co.uk  if you require delivery to Northern Island, Scotland, Scottish Isles and anywhere else in the world you may be from.

 

 

 Can I delay my delivery date?

Yes. To place an order with a delayed shipping date its best that you place your order online and simply email us your preferred date of shipment, or delivery date. Our email address is contact@decur.co.uk

 

 

 

When will my parcel be delivered?

We aim is to deliver all orders within seven to ten days of receipt of your payment; however some items can take longer. Please see individual products for specific times. Some remote areas may take longer. Please consult the deliveries page for more information. If there is any issue regarding your order we will endeavor to contact you within 24 hours.

Please note couriers do not consider weekend days as delivery or transit days. Thus, orders shipped on Fridays would normally be delivered the following week. Saturdays and Sunday are NOT to be calculated in the delivery period, and you should not expect to receive a weekend delivery.

All items require a signature on delivery.

 

 

 

How can I track my order?

Once your order is ready for dispatch, an email will be sent to you with a unique tracking reference which can be traced online on the TNT websitehttp://www.tnt.com/express/en_gb/site/home.html under track and trace. If you have any further issues concerning this please email us atcontact@decur.co.uk

We do not have a tracking system for larger items, however the courier will call you to arrange a convenient time and date.

 

 

 

Do you to deliver to P.O. Box addresses?

We do not deliver to P.O boxes as we require a signature when delivering the item to the billing address.

 

 

 

Can you leave the delivery in a safe hiding place?

No. All our items require a signature, as we believe this to be the safest method for you to obtain your goods.

 

 

 

Do you deliver to outside the UK?

We only deliver within the UK for now.

 

 

 

Can I collect my item in person?

Yes you can collect the item in person. Please email us at contact@decur.co.uk

 

 

Do I have to pay for return postage?

If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

For large items we can arrange delivery; however this would be at your cost.

 

I want a Replacement or Exchange

If you would like to replace or exchange an item please email us at contact@decur.co.uk with the reason for your need of a replacement/exchange and we will respond as soon as possible. Once the original item had been returned to us, we will process your refund/exchange.

 

What if I want a refund?

We are sure you will love your purchase, however if for any reason you are not happy and wish to return it, please advise us within 48hrs of receipt and return it within 14 days of receipt, for a full refund, less the cost of shipping. Goods must be returned in their original condition. If an item is returned to us used, damaged or dirty no refund will be issued.

 

Have you received my return?

Decur.co.uk will process your return as soon as we receive your item, we will then send you an email to confirm that we have received the item. However, if we have not sent you an email within 8 days please contact customer support.

We can track your order if you have used Recorded Delivery, Special Delivery or another service where you have used postal insurance. Please send us your reference and (or) tracking number when you email us.

 

What if I require an immediate replacement/exchange?

If you require a replacement or exchange immediately make a new order on the site so that we can send the item to you more quickly, then follow the appropriate returns procedure to send the original item back to us for a refund. Completing this method will reduce the chance of your desired item falling out of stock, while waiting for your returned goods.

 

When will I receive my refund?

Decur will process your refund within 3 and a half days of receiving your item and send you an email to confirm that we have fulfilled your refund. Once you have received your email, we will credit your account, please allow 7-14 days for the process to take place. The time it takes for your refund to be credited to your account is dependent on your bank and Credit Card Issuer. We will refund the money to the card you used for the order. However, there are times when we cannot complete the refund for example: the card has been cancelled or expired; we will then send you a cheque to your billing address.

 

My item is faulty.

Decur sells quality items, if your order is faulty please email at us contact@decur.co.uk as soon as possible and we will try to resolve your issue. When emailing us, please provide the following details.

 

1. Your Customer Number and Order Number (this can be found on your invoice)

 

2. If you received incorrect items, list the items you received with product codes and product names where possible

 

3. If you require a refund or exchange for the correct items

 

Decur will contact you to make arrangements to exchange the items.