Questions about COVID-19 / BREXIT and the effects on your order

The holiday season is upon us. The transport companies are working round the clock to meet the deadlines. However, there can be slight delays due to the high number of orders. We appreciate you shopping with us and thank you for your understanding. 

IMPORTANT UPDATE CONCERNING SHIPPING TO UK

Following the COVID-19 pandemic situation and the border closure with Great Britain, all shipments were blocked at the border and returned to us in Belgium. The European Union has opened the borders again with UK for transport with some sanitary rules for the drivers. GLS will start shipping all parcels for the United Kingdom and Ireland again on 27th of December for deliveries as from Tuesday next week. Considering the sanitary obligations and backlog at the UK border, they need to postpone the departure until then.

Can I still order online?

Yes, DECOVRY remains open. You can still order online and we are still delivering. We are closely following government advices in order to continue business in the best and safest way possible.

When will my order be delivered?

We are doing our utmost to deliver all orders according to the agreed delivery date. However, some deliveries may be delayed due to border checks or a surge in demand at our courier partners.

We offer the following resources to find out the status of your order.

• Order history: You can check your order status by logging into your account, going to ‘Orders’ and selecting ‘View Order’. There you will see the expected delivery date.

• Order and shipping confirmation emails: After placing an order you will receive an order confirmation by email. Once that order has shipped, you will receive a shipping confirmation email.

• Customer Service: If you have questions regarding an order, you can reach our Customer Service team at [email protected]. Please note that there may be delays in response times as we review your questions and evaluate current situations. We appreciate your patience during this time. It's best to email only once and clearly state your order number. We will answer your email as soon as possible. Since all colleagues are working from home, we are less reachable by phone. Thank you in advance for your understanding.

How does delivery take place?

Your package will be delivered to your doorstep. Upon delivery, the package is currently not signed off manually by the customer. Even with companies that used to require this.

Can I return my order?

Yes, it’s still possible to return orders within 30 days of receipt. Our policy remains the same. Please check our returns policy here.