Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

How long does it take for me to receive my order?

Orders are typically processed within 1–2 working days in our warehouse, and delivery within the EU takes 5–7 working days from dispatch. So most EU customers receive their orders within 6–9 working days of placing the order. You’ll receive tracking details by email as soon as your order is dispatched.

How do I create an account?

You don’t need to register an account separately. An account is automatically created for you during the checkout process when you place your first order. Once created, you can log in via the My Account link at the top of any page to track orders, save addresses, manage your wishlist, and view order history.

How do I change my shipping address?

If your order hasn’t been dispatched yet, email support@decomica.com immediately with your order number and the corrected address — we’ll update it before it ships. Once an order has been dispatched, the address can no longer be changed.

How do I track the status of my order?

We normally ship via DPD Ireland. As soon as your order is dispatched, you’ll receive an email with your tracking number — track your parcel directly at https://www.dpd.ie/tracking/. You can also log in to My Account to view all of your orders and their current status.

Will you keep my credit card information on file?

No. We do not store credit card information on our servers. All card payments are processed securely through our payment provider — your card details never sit with Decomica.

Do you charge sales tax?

No additional sales tax is added at checkout. All prices shown on Decomica include VAT. Business customers (B2B) within the EU may be eligible for a VAT refund — contact support@decomica.com and our billing department will issue you the appropriate invoice.

Do you ship to my country?

We offer free shipping to all EU countries with the exception of Bulgaria, Greece, Cyprus, and Malta, which we do not currently service. If you are unsure whether we deliver to your address, please contact support@decomica.com before placing your order.

Will my items come in one package?

Most single-product orders ship in one package. Larger items (lounge chairs, dining sets) may arrive in multiple boxes — for example, a lounge chair and ottoman set typically ships in two packages. Multi-item orders may also be split across deliveries depending on item size. All packages on the same order are dispatched together and arrive within the same delivery window.

If you need to swap an item

Returns and Exchanges

What is your returns policy?

You can return your order within 14 days of receipt. The item must be in its original packaging and in the same condition it was delivered. Once we receive the item and confirm it is in acceptable condition, we issue your refund within 30 days. To start a return, email support@decomica.com with your order number and we’ll guide you through the process.

• If the return is due to a defect on our side — return shipping is free; we arrange DPD pickup.
• If the return is due to a change of mind — return shipping is paid by you (typically €40–50) and collected by DPD at pickup.

I received the wrong item

We’re sorry. Email support@decomica.com with your order number and 2–3 photos or a short video of the item you received. We’ll review and arrange a replacement or a full refund at no cost to you.

My order arrived damaged

Please email support@decomica.com as soon as possible with your order number and photos or a short video of the damage (and the packaging, if possible). Once we confirm the damage is from our side, we’ll arrange a free DPD return and issue a replacement or full refund.

Where should I mail my authorized return?

Please do not ship any item back to us without first contacting support@decomica.com and receiving return authorization. Once approved, your return is collected directly from you by DPD — for both defect returns (free, we arrange) and change-of-mind returns (you pay the DPD pickup fee). You don’t need to drop the parcel off anywhere; DPD comes to your door at a scheduled time. Items must be repacked in their original packaging.

How do I receive customer support?

Two ways to reach us:

• Email: support@decomica.com
• Live chat: available on every page (chat icon, bottom right)

Decomica is an online-only store with no physical retail location. We typically respond within 24–48 hours (Central European Time).

What do I do if I entered an incorrect shipping address?

Email support@decomica.com immediately with your order number and the correct address. If your order hasn’t been dispatched yet, we’ll update it before shipping. If it has already been dispatched, address changes are no longer possible — so please double-check your address at checkout.

Can I change or cancel an order after I’ve submitted it?

Yes — as long as your order has not been dispatched. Email support@decomica.com with your order number and what you’d like to change. Once an order is on its way to you, you’ll need to follow our 14-day returns process to send it back.

Can I pre-order an item that is sold out?

Yes. Pre-orders are accepted on request — email support@decomica.com with the product details and we’ll confirm availability, lead time, and a pre-order arrangement for you.