Return and Refunds
When you shop at DecoIsland, we want you to be satisfied and confident with your purchase. Therefore, if your purchase isn't quite right, we're happy to provide you with one of the following;
1. An exchange for another DecoIsland item(s) of the same or lesser value,
2. Store credit for your DecoIsland account, or
3. A full refund of the original purchase price of the item.
This is provided that:
1. Item(s) are returned within 15 days from the date of received
2. An original DecoIsland invoice accompanies the returned item(s)
3. Item(s) are in an original and re-saleable condition including:
3(a). Original packaging is intact, with accompanying accessories, guarantees, instructions, labels, swing tags, care guides, manuals and product information inserts provided
3(b). Item(s) are unopened, unused, unworn and unassembled
3(c). Sew-in labels are attached, if applicable
Item(s) must be returned and inspected before any exchange, store credit or refund is granted. If any of the above conditions is not met, DecoIsland reserve the right not to offer an exchange, store credit or refund. Please see below for items not eligible for exchange, store credit or refund.
Returned item(s) can be exchanged for another item(s) from our DecoIsland online store of the same value or lesser value. For item(s) exchanged of a lesser value, store credit will be issued for the difference in price. Refunds will be made in the same tender of the original purchase.
Please note that due to hygiene reasons and suppliers' limitations, the following products are excluded from our return policy, and non-refundable and non-exchangeable unless they are damaged or faulty.
Non-Refundable Items Include:
1. Personalised or customised products
2. SALE products
3. Assembled products
Faulty and Damaged Items
We do our best to make sure you receive your order in pristine condition but if your order is faulty/damaged. Please email us (firstname.lastname@example.org) with an image and description of the damage.
This way, our customer service team will inform you whether you are to return the item at our cost or to dispose of.
Shipping Cost of Returns
You must pay all costs of returning Products to us, however, if we accept the return of damaged or faulty Products, or where we delivered incorrect Products we will provide you with details on how to go about returning the items to us using our paid courier service. In the event that this service is not used, DecoIsland will not be liable for any costs involved in returning the goods to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Customers who wish to cancel an order must contact a member of DecoIsland as soon as possible. We will make our best effort to cancel orders, however, due to different processing times and methods, certain cancellations may not be possible. Not having received and shipment confirmation does not guarantee your order can still be canceled. Items that are unable to be cancelled prior to shipment are subject to our Return conditions.
Please email email@example.com to get an instruction of return or exchange.