Refund policy

Please read through our Return & Refund Policy below.

Order Cancellations:

Order cancellations / amendments must be made within 48 hours of purchase, provided your item hasn't already shipped.
Please submit an Order Cancellation / Amendment Request here with your order number and ‘CANCEL’ in the email body (example: Order #0000 CANCEL) to inform us that you would like to cancel your order. After 48 hours of purchase, or if your item has already shipped, we will be unable to cancel your order. If you cancel your order after 48 hours of your purchase, you may be subject to a transaction fee being deducted from your refund. 
We encourage you to email us prior to placing an order if you have any questions and to read the product / delivery information on the product pages.

Return & Refund Policy:

We’re sure you’ll love your purchase, however if for any reason you are not satisfied, you may submit a Return Request for your order within 14 days of receiving the item(s).
We will be happy to offer you an exchange or a refund, excluding the original cost of delivery. Products must be returned in perfect condition, unused and in original inner and outer packaging with all labels and tags attached. Return delivery fees are to be covered by the customer, unless in the case of a damaged item(s). 
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, lighting and fragile items such as mirrors, may be subject to a restocking fee and collection charge.
We do not accept returns for made-to-order, printed-to-order, non-standard, customised, bespoke or special order products. We are unable to offer returns on products that ship from brands based outside of the UK. We are unable to offer returns for international orders placed from outside Mainland UK. Seasonal and festive items are non-returnable. Products purchased with a preordered status are non-returnable. We are unable to accept returns for gift cards, sale items or those which have been used in conjunction with a promotional offer (i.e. Black Friday, free gift with purchase, BOGO etc). Members of DECORALIST+, our VIP Membership subscription, must cancel their subscription before the next charge as we are unable to refund subscriptions once the renewal has been processed.
We suggest thoroughly checking 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. 

Submit a Return Request:

Please ensure you are submitting your Return Request within 14 days of of the delivery date of your order, and before close of business on a working day (18:00). Returns must be submitted through your customer portal. Click the profile icon in our store navigation or simply log into your Customer Account here: 

1. Log into your account:
  • In the Email field, enter your email address and click Continue.
  • In your email account, open the email sent from our store and copy the six-digital verification code included in the email.
  • Go back to Decoralist.com and enter the six-digit verification code to log into your Customer Account.

2. Select the order that you wish to submit the return for.
3. If your order has more than one item, then select the item(s) you wish to return.
4. Select a return reason and add a note if necessary.
5. Click 'Request return'.

If your Return Request is approved and requires shipping, then you will receive an email from us with shipping instructions, the relevant 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. We are not responsible for item(s) lost in transit. 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. Item(s) must be sent back within 7 days of the Return being generated otherwise the Return Request expires.
Your refund will be processed as soon as your item is received and been quality checked. Refunds can take up to 10 working days to appear in your account, depending on the original payment method used.

Damaged Products:

If you product(s) from your order arrive damaged, please take photos of the damage(s) as well as the inner and outer packing, and submit a ticket with your order number within 48 hours of receiving the item(s). Without the correct information and images, we will not be able to investigate the issue with the couriers. 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 for UK orders, should you report it within 48 hours of receiving the item(s).