FAQ
Questions
About Us
Decovry.com is an online concept store focusing on sustainable, natural, and eco-conscious products. Our mission is to craft serene homes through reclaimed wood, organic materials, and an embrace of nature. We embrace a holistic living approach to your home & lifestyle.
About Orders
I want to place an order, what should I know and how does it work?
See our terms & conditions for everything about payment security and privacy policy. To order items, add an item to your cart and go to the checkout (you can find the button at the right).
Once you are at the checkout, your details will be asked to be able to ship the item to your place. Also your payment details are needed to confirm your order. Once ordered, an email will be sent to you with the confirmation of your order. We will follow-up with another mail as soon as the order is shipped from our warehouse.
When will my order arrive?
Once your package has left us, you will receive via email a Track and Trace code that you can use to track your package. We strive to deliver it to your home as quickly a spossible. All orders placed and paid are sent within 2 business days. Add to this the delivery time of the mail order company, and your order will arrive after three or four days at most.
My order is delayed, how is this possible?
We make every effort to get your order to you as quickly as possible, and you can be assured of that. However, it may happen that the delivery service has delayed your order. You will be informed of the latest updates via your Track and Trace code. Have five working days passed? Don't hesitate to contact our customer service and we will start an investigation with the delivery person.
Which methods of delivery are possible?
For the time being, delivery is only possible by our logistic partner DPD.
How can I check the status of my order?
You will receive an email when your order has been shipped . In case you would have any problem receiving your order, please contact us and we will track the status of your order with our transporters.
Can I cancel or modify my order?
It is not possible to modify your order after it has been placed. This applies to cancellation of your order, address changes and product changes.
Is it possible to offer a gift card to a friend?
It is possible to give an electronic gift card or physical one to a friend. Click on the gift icon on the top of the webpage and choose the amount. You will have the option to add a personal message. Add it to your card and go to checkout. The Gift Card will then be sent to the person you want to. You can of course also send the Gift Card to yourself, print it and deliver personally.
About Payments
Which are the means of payment accepted by Decovry?
At Decovry.com, we work with Mollie. They are a reputable partner in making online payments through webshops. These are the most well-known payment methods we make available:
iDeal
PayPal
Klarna
Creditcard Mastercard / Visa
Bancontact
Are the payments by card really protected?
Yes, payments to We Are D are handled by Mollie. They also handle the payments of several large webshops. They ensure that your transaction is carried out securely. Once the payment is received, the order will be processed immediately by Decovry and the normal delivery time applies. If you still have questions about the security of Mollie, please visit www.mollie.com.
About Shipment
Do you ship internationally?
Currently, we ship to following EU countries: Belgium, Luxembourg, The Netherlands, France and Germany.
What is the cost of shipment?
Delivery costs are calculated automatically according to the place of delivery, the weight and the total volume of the ordered articles, in order to ensure you a cost as fair as possible. For each order, we indicate the amount of the delivery costs to you once you have selected the address of delivery and the means of transport, before the confirmation of your order.
Which companies are used to send the goods?
For the time being, delivery is only possible by our logistic partner DPD.
What should I do in case I was there is nobody to take delivery of the parcel?
In the event of absence, our transporter will leave a delivery notice in your letter-box which will enable you to collect your parcel at the address and according to methods indicated by the transporter. In the event of the item not being collected within the time limits stated by the transporter, the products will be returned to Decovry. In that case, the goods will only be reshipped at the customer's expenses.
How the goods are packed?
As we are concerned about the environment, your order might be packed in re-used paper or boxes. If not, we use packaging which is made of min 70% recycled paper. However, we always take care the goods are well packed, according to the standard requirements.
About Returns
What do I do if something is missing or damaged from my parcel?
We strive to always give our customers the most complete Decovry experience possible. We therefore find it very annoying that you have a complaint about a product delivered by us. Please send an e-mail to our customer service (with a picture of the complaint) via contact@decovry.com before you return a product. Do not forget to mention the order number. We will try to solve your complaint as soon as possible!
Please be aware that it’s the customer responsibility to open the packages you receive by your transporter. If no claims are given within 2 days after receipt, Decovry will not be responsible for any damage or missing goods.
Do you accept returns?
Yes. You have a legal right to 14 days as from the reception of the goods to announce to us your intention to return the product and your reason for this return. All the products on the site can be returned, except those marked to the contrary, tailormade products, jewels, soaps and vanity products.
Returned products must be intact, in a perfect state for resale, and in their original packaging. They cannot have been worn, used or to have suffered even minimum deterioration, and must be in a state of perfect cleanliness. Any product which is damaged, incomplete, or whose original packing is deteriorated, will be neither refunded nor exchanged. The shipment cost of the order as well as the shipment cost of the return of goods is at charge of the customer.
Can I change the goods ordered?
If you want a different product, you can return the unwanted product; after we have received and processed the product, we aim to credit it within ten working days! In the meantime, you can re-order the right product in our webshop..
How a return is paid?
Upon reception of your return parcel and the validation by our services, you will receive a confirmation email of your item having been returned. We strive to refund the purchase price within 10 business days of receiving your return.
About My Account
I have forgotten my login and/or password.
Your login is simply your email address. To get your password again, go to the homepage and click on: “Forgot your password?” We will send you your password to your email address.
How can I change my personal account information?
All your personal information can be changed in Your Account.
What can I do to not receive the mails anymore? How can I unsubscribe?
Simply click on the link “If you do not wish to receive our newsletters any more, click here” located at the bottom of each newsletter.
What is the policy as regards confidentiality?
Check our Terms and conditions to read more about our privacy policy
I have another question, that was not answered here.
Please email us at contact@decovry.com
