Returns, exchanges & product claims
A helping hand if the product isn’t right for you
What happens after you receive your order is as important to us as before it’s finalized. See here for information on how to make a return, an exchange, or a product claim. And of course, we always offer a 30-day return and exchange policy, calculated from the day you receive your order. Return shipping is free, but please note that export fees may apply.
Returns, exchanges, and product claims
First; do you want to make a return, exchange a product or make a product claim?
Return
Fill out the return form that was enclosed with your order. Don’t forget to fill out the reason why you want to return the product, using one of the codes on the form.
Exchange
If you wish to exchange a product, you will need to fill out the correct return code for exchanges, and note the color and size of the product that you want in exchange.
Product claim
Before you make a product claim, you will need to take an image of the part of the product that you believe to be defective. You need to e-mail this picture to our customer service, along with an explanation of what happened. If your claim is approved, fill out the return form that was enclosed with your order and make sure to choose the correct return code for defective products.
What's next?
See above for the first step in your return, exchange, or claims process.
Return from the US
Place the product you wish to return in a bag together with the return form, and place the pre-paid return label onto the package. If you’re using the bag that the products came in, place the return label over the original shipping label.
Return from Canada, Japan, South Korea, South Africa, New Zealand & Australia
Place the product you wish to return in a bag together with the return form, and place the pre-paid return label onto the package. If you’re using the bag that the products came in, place the return label over the original shipping label. The commercial invoice must be placed in a plastic pouch onto the package.
Return from the US
Drop off your package at the nearest UPS service point and keep the receipt or drop-off confirmation. Please note that your return freight is free and insured. If you have any questions, please contact our customer service.
Return from Canada, Japan, South Korea, South Africa, New Zealand & Australia
Drop off your package at the nearest UPS service point and keep the receipt or drop-off confirmation. Please note that your return freight is free and insured, but export fees may apply. If you have any questions, please contact our customer service.
Handling time is approximately 14 days. Depending on the type of payment chosen during your purchase, the handling time may vary.
More on returns
We only approve returns of Decor that come back to us in their original condition. If you’ve used, washed, or removed the tags from the Decor we can’t approve your return.
In our terms and conditions, you can read more about our terms related to returns and the right to withdraw. If the terms are not met by the customer when returning goods, we have, in addition to reducing the refund in correspondence to the degree of the reduction in the value of the returned item, the right to charge the customer an unauthorized return fee of €18.
If you’ve lost your return form, please contact our customer service team.
