FAQs / Help

We have assembled a list of frequently asked questions and their answers below. Hopefully you will find answers to all your questions here, but if not, please feel free to contact us by completing the form at the bottom to speak to a member of the team.

Order Queries

If you can’t find your desired item, please fill out the contact form or alternatively email info@decoralist.com with what you’re looking for and we will do our best to source an item for you.

It's quick and easy to place an order with Decoralist - all you need is a valid email address, delivery address and you can place an order online with payment being made via credit/debit card, PayPal or Klarna.

Alternatively, you can contact us we'll place the order on your behalf. Simply submit a ticket with a list of items you wish to purchase along with your delivery address, phone number and your preferred method of payment, and a member of our team will give you a call to take payment over the phone, or we can send you a payment link to pay online.

We can take payment via PayPal, we can send you a link to complete payment using a credit/debit card or via a bank transfer where we'll provide you with your invoice and our bank information once we've placed the order on your behalf.

Yes. It is vital to us that you can purcahse from Decoralist in complete confidence. We use SSL on all transactions online, the most advanced site security available. It provides all the protection and assurance you need to make any transactions and all personal data you provide is protected privately and securely. For more information please refer to our privacy policy.

You can still place an order online without an account. Having an account simply makes it easier for future orders because your addresses and details will be already be saved, making the ordering process much quicker and easier for you. You can also add items to a wish list. 

At Decoralist, we're working hard to become a greener, more sustainable company and make changes where we see fit. Where possible, our packaging is 100% recyclable and the majority are manufactured from 100% recycled materials.

Our biggest priority is to ensure that orders are sufficiently protected to avoid any damages during transit, whilst being considerate of the environmental impact that packaging has. We continue to work closely with our packaging providers, to ensure we’re up to date with the most environmentally-friendly packaging available that will also deliver our products safely.

If you would like to cancel your order, please contact our Customer Support Team with any order amendments or cancellations within 48 hours of the order being placed.

Whilst we try to accommodate for customers' requests on order amendments or cancellations where possible, our main priority is quickly processing orders for dispatch to customers and therefore a cancellation may not be possible if you submit a request after the 48 hour time frame from your order being placed.

If the cancellation is not possible and an item(s) is no longer required, please send the item(s) back to us in line with our returns policy.

You can order samples of all our fabric and wallpaper ranges, as well as selected furniture items. We strongly suggest ordering samples prior to placing an order to get an idea of the scale, material and feel. 

Items that are made and/or printed to order, such as fabrics, wallpapers, noticeboards, furniture pieces are not eligible for returns.

We also strongly suggest requesting samples for any furniture ranges you are interested in, as if they are made to order, they aren't eligible for returns if you are unhappy with the colour or size etc.

Please contact us as soon as you receive your order and realise there are missing item(s). To investigate this properly, we require the following information submitted within 48 hours of the delivery date* to enable a member of our Customer Care team to advise on the best solution:

  • Your order number
  • Details of the item that is missing - product name and description
  • Images of the open package with the items that you did receive (if you ordered more than 1 item)
  • Images of the packaging - including any damage to the packaging 
  • A signed Declaration Of Honor form (attachment below) - please upload this signed document when submitting your ticket

Kindly note that without the correct information, we may not be able to assist you with a solution or investigate the issue. Failure to notify us within 48 hours of receiving a missing item(s) could mean we have to charge for a replacement. 

*The delivery date is the date on which your order was successfully delivered at the delivery address. 

If, on the rare occasion, your order arrives and your product isn't in perfect condition, please contact us within 48 hours of receipt. 


We will require the following information to enable a member of our Customer Care team to advise on the best solution:

  • Your Decoralist order number
  • Details of the damage e.g. broken, chipped
  • Images of the damaged/faulty item
  • Images of the inner and outer packaging that has been used to protect the item

Kindly note that without the correct information, we may not be able to assist you with a solution or investigate the issue. Failure to notify us within 48 hours of receiving a faulty or damaged product could mean we have to charge for a replacement. Decoralist is happy to offer a replacement on any damaged items at our expense if they have been reported within the 48 hour timeframe of delivery.

If your delivery date has passed and you haven't received your order, you can track it via the tracking link in the dispatch email we sent you or by logging into your Decoralist account and clicking on the 'My orders' tab. From here you'll be able to track your delivery with the designated courier.

If you're still concerned about where your order is, please contact us and one of our dedicated Customer Support Team will help track your parcel.

As soon as your order has been dispatched from either our warehouse or third party couriers, we'll send you an email that contains a tracking link so you can track the journey of your parcel with our courier partner. You'll also receive an email, text message or phone call (furniture deliveries) from the courier that contains tracking details and further information on your delivery slot, where applicable.

Please track your parcel directly with the courier for updates.

Waiting for dispatch: A lot happens at this stage! This is where your items are picked at our large network of warehouses or where your item goes into production, is then packaged carefully to ensure safe arrival at their final destination.

Dispatched: Your parcel is now with the designated courier and is on its way to you.If the expected delivery date has passed and your order hasn't arrived, please contact us as quickly as possible and one of our dedicated Customer Support Team will help track your parcel.

Delivery

Yes! The cost to ship internationally will be calculated at checkout. For large orders (such as furniture and art), we recommend emailing us with your delivery address for a more accurate shipping quotation, as these are quoted for on an individual basis and may not appear at checkout.

Since we source from around the world, shipping times vary. Due to the nature of our business and the unique locations we source from, many products are bespoke or made to order, requiring TLC in their packaging and distribution. If your product is handcrafted and/or made to order, please take this into consideration. 

For more information on a specific product and the estimated delivery time, please contact us otherwise the lead time and manufacturing information is clearly indicated on the product page under the "Delivery" tab. this text to answer questions in as much detail as possible for your customers.

Most items will not require any assembling, however, if you have ordered a larger piece of furniture, then this may be the case. Please contact us for more information on a specific product.

We work with 80+ brands from around the world, many of which are in the UK. However, quite a few of our brands are based in the USA, South Africa and Europe. The manufacture and shipping location is cleary indicated on the product page under the "Delivery Information" tab.

Depending on your location and where you are ordering from, you may be subject to import duties and/or taxes that apply to your country. Decoralist is not responsible for any charges that are incurred from customs/duties whatsoever. Any additional charges for customs clearance are considered outside of our control and Decoralist cannot predict the value of what these charges may be. 


For further information on custom and excise policies in your country, please contact your local customs office.

Made To Order Items

Items are Made To Order if production begins only when you, the customer, orders it. Often, this means that you can customise an existing item and alter the size, shape, fabric, finish, material etc according to your requirements. 

Our Made To Order collections includes:

  • Furniture,
  • Lighting
  • Lampshades
  • Fabric
  • Wallpaper
  • Tabletop pieces
  • Home accessories.

Wallpaper and fabrics will be marked as "Printed To Order" - these items are still Made To Order. 

Made To Order items are clearly marked on the individual product listing page. If you have any questions on whether the item(s) you're interested in are Made To Order, please contact us. 

In a nutshell, this is what happens after you place your order on Decoralist.

  1. Order confirmation
    Once you have successfully placed your order, you will immediately receive a confirmation email. If for whatever reason the item(s) you're ordered are unavailable, we'll be in touch ASAP to offer a solution. 
  2. Select your time slot
    If your order requires delivery via our furniture delivery partners, you will be contacted separately either by email, phone or text asking you to accept or decline a delivery slot. If you need to speak to us about your delivery, please submit a ticket with all the relevant information and we'll get back to you within 48 hours. 
  3. It's on its way!
    Once your order is dispatched from our warehouse, you will receive a text confirming it is on its way. 
  4. Out for delivery
    Our furniture delivery partners will give you a courtesy call prior to arriving at your address.
  5. Your order arrives safely
    You will receive a final text to confirm your order has been successfully delivered

The cancellation of anything that is Made and/or Printed To Order must be made within 48 hours of the order being placed. Otherwise, we are unable to cancel your order as production is likely to have started on your item(s).

At Decoralist, we are proud to offer a wide range of products that are handmade to order with your choice of upholstery, finishes and fittings. For this reason, delivery timeframes for Made To Order pieces will vary depending on the supplier and where they are based. 

You can view our estimated lead time on the product page of your desired Made To Order item, however, we encourage you to reach out to us if you have any queries or require your items by a particular date. We'll be 100% transparent with you and do our best to fulfil your needs.

One your item has been made, we'll arrange delivery to your address provided. If it's a large or delicate Made To Order item (furniture pieces, mirrors), our logistics team will contact you to arrange delivery to your home at a time suitable to you. Usually delivery is made within two weeks of the Made To Order item being completed.

If our courier partner is unable to deliver a Made To Oder furniture item, you will incur a failed delivery charge of £50 + VAT. If you need to make changes to your scheduled delivery date and/or time slot, this needs to be done at least 48 hours in advance of the existing slot.

For the time being, Made to Order furniture can only be delivered to Mainland UK. For delivery enquiries to other countries outside the UK, please contact us for a bespoke shipping quotation.

For UK deliveries, most Made To Order furniture items require a two man delivery and as standard, can only be delivered up to three flights of stairs, unless there is access to a lift (depending on the size of the item and lift). Kindly note that it is your responsibility to ensure items will fit through doorways, in hallways and staircases. 

If you do require delivery to a floor higher than the 3rd floor, you can request this when our Customer Support Team contact you and the request will be put forward to our courier partner for a quotation.

Made to order furniture is delivered by one of our UK specialist courier partners. They will get in touch with you when they are ready to deliver to arrange a date and time slot that is convenient for you. Delivery will be a White Glove service to a room of your choice.

Please also ensure a person is home at the time of the arranged delivery slot. The delivery courier is unable to leave any items unless a signed note is left advising to do so, and they are not liable for any loss of damage to the items following this.

We do not permit returns or refunds on Made To Order, Printed To Order, bespoke or customised in any way items. 

Each of the brands, artisans and craftsmen we work with take the time to make, craft or print your order specifically for you. As such, they don't hold stock or inventory. 

As such, we strongly suggest ordering samples of wallpapers and fabrics before ordering and consulting our Customer Care team thoroughly on your Made To Order item(s). We are able to provide samples of materials, finishes and ensure the size and shape works for you prior to production. 

Returns, refunds & exchanges

Please email submit a Return Request here with your Order Number and ‘RETURN’ in the email subject line (Order #0000 RETURN). We will send you the paperwork and delivery address to complete your return. 

When organising a return, please send the item with care, using a trackable service to ensure that it reaches us without damage. Decoralist reserves the right to refuse a refund on your order, or issue a credit note for the original selling price if the product is not returned in a fully re-sellable condition. 

Your refund will be processed as soon as your item is received and been quality checked. Please be aware that refunds can take up to 10 working days to clear.

We're sure you'll love your purchase, however if for any reason you are not satisfied, then you can return your order within 14 days of the delivery date. We will be happy to offer you an exchange or a refund, excluding the original cost of delivery. The item(s) you wish to return must be returned in perfect condition; new; unused; in its original packaging, as it was received by you and in a saleable condition with all outer packaging, labels and tags attached. 

If you're in the UK, we offer free returns on hundreds of our products; you can check which items are eligible on the Delivery & Returns tab on each product page. Otherwise, the customer is responsible for shipping the item(s) you wish to return. We'll be able to better assist you when you submit your Return Request here. 

Please see our Returns & Refunds page for further information and for instructions on how to make a return.

The following items cannot be returned:

  • Made to order
  • Printed to order
  • Non-standard
  • Customised products
  • Special order products
  • Products marked as non-returnable within the product listing page
  • Earrings
  • Perishable goods

We are unable to offer returns for international orders and on items that originate from countries outside the UK. Please check the product listings under the "Delivery" tab for more information on where the item originates from. 

Regarding the return of a furniture item which has been delivered via pallet delivery: we will not cover the cost of a new pallet, so please keep hold of this until you have checked the item(s). Furniture orders may be subject to a restocking fee and collection charge.

Please check the dimensions of the product(s) you wish to order to ensure access is not a problem during delivery.  Dimensions on Decoralist are listed in metric (cm, mm, m). For customers ordering using the imperial system, please check the conversion prior to placing an order.

Since your orders are shipped from the brand directly, you will need to return your merchandise to that same address. If it is not on the original packaging, please email us info@decoralist.com and we will send you the information along with approval of your Return.

Payments, promotions & Gift cards

No, our promotional codes cannot be used in conjunction with one another or with any other promotion (unless otherwise stated). You can only apply one promotional code per order and promotional codes are valid for one user only. If we suspect that you are using more than one promotional code, we will cancel your orders.

No, our promotional codes can only be redeemed against full priced items, unless stated otherwise. If you place an order with a promotional code for an item that is on sale, your order will be cancelled. 

If you have a promotional code it needs to be entered on the 'My Bag' stage - one stage before checkout.

Underneath the items in your bag, at the bottom of the page, you will see a section called 'Promotions & Gift Cards - please enter the promotional code in that box.

We'll take payment from your chosen payment method within 5 working days of you placing the order on our website. 

If you've chosen to pay via Klarna, please find click here to find out more about their process.

If you've paid via Gift Card, payment will be taken once you've placed your order.

Some banks may show both a pre-authorisation as well as the actual, subsequent charge. The amount that is showing as being pre-authorised will get released back to you automatically.

If the pre-authorisation doesn't get released back to you then we would recommend that you contact your bank to expedite the release of the funds. Unfortunately this isn't something we are able to help with. 

Don't worry! This happens from time to time. If an error message appears whilst you're trying to make payment for your order, we would ask that you contact your card provider to verify your payment can be authorised for Decoralist.

If payment hasn’t been authorised then your order hasn’t been successful and you will need to place it again.

If you are still having trouble placing your order online, please contact us with your order information and we'll do our best to help. 

We'll send you an email confirmation for your order once it's been successfully placed on our system. As this is an automated email, please check your junk/spam mailbox. Sadly sometimes our emails end up there! 

If this has not yet been received and you have an Decoralist account please log in and you should see your order under ‘My Orders’.

If you can't see your order or you don't have an Decoralist account to check, then please check with your payment provider to see if a payment authorisation has been created.

If you do not have an account and have located your payment authorisation, please contact us. If payment hasn’t been authorised then your order hasn’t been successful and you will need to place it again.

Of course you can! All you need to do is submit a ticket with a list of items you wish to purchase along with the delivery address. You'll receive an invoice from us not longer after (usually within 24 hours) where you can pay directly online via BACs.

Once we receive confirmation of your payment, we'll process your order on your behalf we will provide you with your receipt and delivery information.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments. Choose to pay in 3 instalments or pay later.

Decor A List Ltd is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18 and over, depending on their status. Terms and conditions apply. Please note that Pay in 30 days and Pay in 3 instalments are not regulated by the FCA.

Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status

How does Pay In 3 work?

Pay In 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Decoralist and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

How does Pay Later work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

Am I eligible for Klarna?

To use Klarna you must be at least 18 and use is subject to your financial circumstances. Klarna's assessment will not affect your credit rating.

How can I increase my chances of being accepted?

Use of Klarna is based on a number of factors such as the order value, previous order history and item availability. Ensure you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Decoralist run credit searches against you that could impact your credit rating.

Why have I not been offered Klarna?

The Klarna payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for Pay In 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.

Payment for Pay Later is taken for the goods once you have received them via credit card or debit card. 

What happens if I cancel or return my order?

Pay In 3: as soon as Decoralist have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.

Pay Later: as soon as Decoralist has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

What happens if I don’t pay for my order?

For Pay In 3, Klarna will automatically attempt to collect your payment for your Pay In 3 purchase at Decoralist from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.

For Pay Later, payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

I have been asked to go to Klarna's site. Is this correct?

You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Decoralist. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

It is not currently possible to pay before the due date for Pay In 3 purchases.

You can pay for your Pay Later order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

Have you received my payment?

Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in on the Klarna website

What happens to my statement, when I've returned the goods?

Once we have received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.

I've received a statement but I've not yet received my goods.

In the event that your goods have not been received please email info@decoralist.com to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in on the Klarna website, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.