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1. Shipping Methods
We ship worldwide, and you can choose your shipment destination. Our shipping methods are divided into three categories based on the size, fragility, and location of the item:
Small Items
- It's delivered by a parcel delivery service like UPS, FedEx, or DHL.
- A signature is required at delivery.
- Packages weighing less than 75 kg
- Includes Full Insurance
- UK Shipping Time: 3-5 Days International Shipping Time: 7-10 Days
White Glove Delivery
- Item collection, packing, shipping, insurance, and in-home delivery (e.g. unpacking, inspection, minor assembly, removal of packaging materials
- Scheduled delivery to the room of your choice – the carrier will contact you 24 to 48 hours before the delivery date to arrange a convenient drop-off window, which is normally between 2 and 4 hours long.
- Delivery requires a signature.
- Please ensure that the item will fit through any entrances, hallways, stairwells, or elevators
- White-glove shipments may be expedited for an extra cost Exclusions
- Surcharges may apply for deliveries involving a flight of stairs, a walk-up, or difficult-to-access sites.
- The delivery team will not perform any plumbing, electrical wiring, or assembly that requires heavy use of power tools.
Standard
- Item collection, packing, shipping, insurance, and in-home delivery (e.g. unpacking, inspection, minor assembly, removal of packaging materials
- Delivery to a location outside your home or building (e.g. dry area of your front door, porch, landing area, garage, etc.)
- If there is safe entry and the size permits, delivery can be made inside an apartment building lobby.
- It does not include unpacking, inspection, assembly, and installation.
- A crate may be used to give maximum protection
- Upon delivery, a signature is required.
- Please double-check that the item will fit through any entrances, hallways, stairwells, or elevators.
- Contact the transit carrier directly to schedule a delivery (e.g. UPS, FedEx, DHL, or other transit carriers)
Important Notes:
2. Shipping Large Items
Oversize, heavy, delicate, or one-of-a-kind items are transported with white-glove delivery or standard (curbside) delivery. For these items, we work with carriers that specialise in transit and final delivery to ensure the product arrives securely and soundly. From the moment your item leaves the warehouse until it is successfully delivered to your home, everything is handled with the highest care.
Process
Large items must be shipped by truck due to their size and weight. As a result, shipping may take a little longer. Here's a summary of the stages involved in this kind of shipment.
- Your order is collected from the warehouse.
- Your package is delivered to a local delivery agency.
- You schedule a delivery time.
- Inspect the order's conditions and packaging. If you have any issues, write them down on the delivery receipt that the driver gave you. Please contact us if you require any extra assistance.
We'll send you a shipping confirmation email once your order has been shipped.
A carrier transfers your order to a local delivery professional.
When your order is received by the local delivery agent or our staff, they will call you to organise a delivery date and time slot.
3. International Delivery
We ship worldwide: you can select your delivery destination while browsing or at checkout. Orders are transported straight from the workshop or warehouse of our partner. They are delivered to your home safely and securely by the best shipping carriers. All shipments are fully insured for the full product value. When you order a product that is unusually large or delicate, it will be delivered by the same shippers that museums employ to transfer exhibits across oceans. This ensures that your product arrives in excellent condition.
Shipping times are clearly mentioned on each product page, and final shipping charges are revealed during the checkout process or quoted separately.
Customers in the EU, the United Kingdom, the United States, and Canada do not have to worry about duties because they are either not due or have been pre-paid by Decofetch. Orders shipped outside of these countries may be taxed. Customs authorities may request personal information from you, such as your EIN, IRN, or SSN, for customs processing. Please keep in mind that customs processing delays are not uncommon.
International Shipping Method
Standard (Curbside) is our standard shipping method used for overseas shipments or fragile items. A customized crate is created around the item prior to transit to safeguard it and allow for safe passage. We offer the following worldwide delivery services.
- Sea Freight: The crate will be placed in a shipping container and transported by boat overseas. When the crate arrives in the destination country, it will be transferred to a conventional shipping carrier (such as FedEx or DHL), and you will be provided with a tracking number and link. The item will be placed by your curbside.
- Air Freight: The crate will be loaded into a FedEx or DHL shipping carrier plane, and you will receive a tracking number and link at that time.
- Delivery may not be scheduled and the items will be placed by your curbside
4. Arrange Your Own Shipping
- For most orders, you can select an alternative delivery method or pick up your purchase yourself. Please contact us about 'Arrange shipping in person' We will call you after your order has been finalised to arrange for a pickup or to go through shipment details and timing.
- We recommend that the item be inspected before it leaves the shop, either by you or the carrier when you pick it up. When the item gets at its destination, double-check that it is in the same condition as when it left the shop.
- If you use your own carrier, make sure that you understand their insurance coverage and policies
5. Shipping Cost
UK Deliveries
Most orders at Decofetch ship free!International Shipping
As a courtesy to our customers, we arrange for orders to be shipped via one of our preferred carriers who specialise in Furniture and Art Delivery.The cost of delivery is either:
Calculated at the checkout based on the product and delivery address • Quoted after order for custom orders All charges will then be proforma and will be reflected in the final balance of your order.
Orders placed during a Free Shipping promotion are free of charge.
- Such commercial promotions are limited in time and apply solely to orders with delivery addresses in the countries or regions specified.
- Decofetch reserves the right to ship these orders by road, sea, or air as they see fit, and will not commit to any delivery timeframe because free deliveries may be made in group shipments.
- If the client wishes to speed up delivery, they can choose and pay for Express Delivery.
- Free shipping only applies to curbside delivery. If the client would like to request White Glove Delivery and Installation, they should contact our customer service team.
Returns
Our products are made to order, therefore orders cannot be cancelled or refunded and our products cannot be returned or exchanged unless they are damaged or defective.
7.2 If you are returning a product because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us.
Defective products will be replaced within the normal production time period required to reorder and manufacture the same product.
7.3 You must notify Decofetch in case of an error, a damaged or a defective product. You must return the product in the same condition in which you received it. You have a legal obligation to take reasonable care of the product whilst it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
7.4 If you receive a product that is damaged of defective, you must contact us within 72 hours by email [email protected] or by telephone: +44(0)2079711382 to arrange return.
7.5 Decofetch will examine all products returned as damaged or defective, and will notify you of your solution via e-mail within a reasonable period of time.
In the event that Decofetch finds no fault with the returned products, you will be notified that the returned product cannot be accepted and you will have the products re-delivered to you at your charge.
In stock furniture, lighting and accessories will not be accepted as a return if product has been installed, altered or damaged in any way.
Exchange
Our products are made to order; therefore, orders cannot be exchanged unless they are damaged or defective.
Standard Delivery
The expected time for standard delivery is 3 to 5 business days following order placement.
Shipping charges for standard delivery orders are complimentary.
*For shipments to remote and rural areas including, but not limited to regional Northern Territary, Queensland and Western Australia addresses please allow up to 7 business days for delivery
Express Delivery
The expected time for standard delivery is 3 to 5 business days following order placement.
Shipping charges for standard delivery orders are complimentary.
*For shipments to remote and rural areas including, but not limited to regional Northern Territory, Queensland and Western Australia addresses please allow up to 7 business days for delivery
Return Instructions
We kindly remind you that if for any reason you are not satisfied with the products purchased on our website, you may request a free return within 15 days from delivery of the items
Access the “Return Authorization” section on the website by clicking here, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order. Complete the online form with the information requested, including: the details of each item, the quantity of items that you would like to return and the reason for the return.
Inside of the parcel you will have also received a Return Proforma Invoice, please fill it in, sign a copy and put it inside of the box. If you need a copy of the Return Proforma Invoice, you can download it here. If you are returning your package from outside the European Union, you will need to complete 4 copies. These documents are necessary for Customs clearance and have to be handed to the courier. Call the courier to schedule the collection of the parcel.
Exchange Instructions
We inform you that the purchased items cannot be replaced or exchanged and, therefore, if you wish to change the purchased product, you can make a return in the ways and terms described in our Returns policy and proceed with a new order.