Frequently Asked Questions

How do I place an order?

Browse our collections at decotize.com, add your chosen items to the cart, and proceed to checkout. Enter your delivery address and select your preferred payment method, then confirm your order. You’ll receive an order confirmation email within a few minutes. If you don’t see it within 15 minutes, please check your spam or junk folder before contacting us.

Can I modify or cancel my order after placing it?

Yes. You can modify or cancel your order any time while it is still in our processing stage, which typically takes 1–3 business days before dispatch. Email us at info@decotize.com with your order number and the change or cancellation you need. Once your order has been dispatched, it can no longer be modified or cancelled, but you may follow our Returns & Refunds Policy once delivery has been made.

How will I know my order was confirmed?

Once your order is successfully placed and payment is accepted, you will receive an order confirmation email to the address used at checkout. This email includes your order number, item summary, delivery address, and estimated dispatch timeframe. Please save this email as it contains your order reference number — you will need it for any support queries. If you don’t receive a confirmation email within 15 minutes, check your spam folder or contact us at info@decotize.com.

Why was my order cancelled?

Orders may be cancelled for several reasons: the item became out of stock between the time you added it to your cart and the time we processed your order; a payment verification issue (such as address mismatch or declined authorisation); a pricing or listing error that was corrected before fulfilment; or a suspected fraudulent transaction flagged by our payment processor. In all cases, if your order is cancelled and payment was taken, you will receive a full refund within 5–10 business days. You will be notified by email with the reason for cancellation.

Can I order as a guest without creating an account?

Yes — guest checkout is fully available at decotize.com. You do not need to create an account to place an order, track your shipment, or initiate a return. Creating an account is entirely optional and simply makes it easier to manage order history and speed up future checkouts. Your personal details are handled in accordance with our Privacy Policy whether you check out as a guest or as a registered customer.

Do you offer gift wrapping or gift notes?

We do not currently offer a dedicated gift wrapping service. However, you can add a personalised gift message at checkout in the order notes field, and we will include it in a printed note with your parcel. Our packaging is clean and presentation-ready, which makes Decotize orders — particularly blankets and lighting — a good gift as standard. If you have specific gifting requirements, contact us at info@decotize.com before placing your order and we will do our best to accommodate you.

What if an item I want is out of stock?

If a product is showing as out of stock, use the “Notify me” button on the product page to register your email address. You’ll receive an automatic notification the moment that item is restocked. You can also contact us at info@decotize.com to ask about expected restock timelines for specific products. Because we keep our range deliberately small, popular pieces do sell through — but restocks are usually quick.

How much does shipping cost?

Shipping is completely free on all Decotize orders to the United States. There are no minimum order values, no shipping tiers, and no hidden delivery charges at checkout. The price you see is the price you pay.

How long does delivery take?

Orders are processed within 1–3 business days, then delivered within 8–10 business days from the date your order is dispatched (not from your original purchase date), for a combined door-to-door timeline of roughly 9–13 business days. This applies to all orders across the United States. You will receive a tracking number by email once your order has been dispatched, allowing you to monitor progress in real time. Business days exclude weekends and public holidays.

Do you ship to my country?

We currently ship within the United States only — all 50 states, including Alaska and Hawaii. We do not currently ship to other countries. If you are located outside the US, please sign up for our newsletter to be notified when we expand.

Do you ship to P.O. Boxes?

Delivery to P.O. Boxes may be subject to restrictions depending on the carrier used for your shipment, and larger items such as floor lamps or planters generally cannot be delivered to a P.O. Box at all. We strongly recommend providing a physical street address at checkout to ensure smooth delivery without delays. If a P.O. Box is the only address available to you, contact us at info@decotize.com before ordering and we will confirm whether it can be accommodated for your order.

I haven’t received my order yet — what should I do?

First, check your tracking link — the tracking number was emailed to you when your order was dispatched. Most delays are visible in the tracking feed. If your tracking shows no updates for more than 3 business days, or if the full delivery window has passed with no delivery, contact us at info@decotize.com with your order number and we will investigate on your behalf and arrange a resolution.

Can I change my shipping address after ordering?

Address changes can be made any time while your order is still in the processing stage, before it has been dispatched. Email us at info@decotize.com with your order number and the corrected address. Once your order has been dispatched, we are unable to redirect the shipment or update the address, though it may still be eligible for a return. Please double-check your delivery address carefully before confirming your purchase.

Are there any customs charges or import duties?

No. All Decotize orders are delivered to addresses within the United States and any applicable duties are settled before your parcel reaches you. You will never be asked to pay a customs charge on delivery — the price you see at checkout is the full price you pay.

How are fragile items like lamps and glassware packed?

Breakable items — table and floor lamps, glass shades, ceramics, and glassware — are shipped with protective inserts and reinforced outer packaging. If your parcel arrives with visible damage to the box or the item, photograph it before unpacking further and contact us within 48 hours of delivery. Please also keep the original packaging: if a return or replacement is needed, the item must be repacked in it.

My tracking says “delivered” but I didn’t receive my order — what do I do?

If your tracking shows a delivered status but you haven’t received your parcel, please: (1) Check around your property — couriers sometimes leave parcels at a side door, garage, or with a neighbour; (2) Check with other household members; (3) Look for a delivery notification card in your letterbox; (4) If still not found, contact us at info@decotize.com within 48 hours of the reported delivery date with your order number and we will open an investigation with the carrier immediately.

What is your return policy?

We offer a 30-day return window on all eligible orders, counting from the date your order was delivered. To be eligible, items must be unused and uninstalled, in their original condition, and returned with all original tags, accessories, and packaging intact. Returns outside this window, or items that show signs of use, may not be accepted. Full details are available in our Returns & Refunds Policy.

How do I initiate a return?

Email us at info@decotize.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will respond within 1–2 business days with a Return Authorisation (RA) number and the return address. Please do not send items back before receiving your RA number — unannounced returns cannot be processed and may be refused or delayed.

Who pays for return shipping?

For change-of-mind returns, the cost of return shipping is at the customer’s expense. We recommend using a tracked shipping service and retaining your proof of postage, as we cannot process refunds for items that are lost in return transit without tracking confirmation. For items that arrived damaged, defective, or incorrectly sent, Decotize will cover the return shipping cost in full — we will send you a prepaid return label at no cost to you.

How long does my refund take?

Once we receive and inspect your returned item, your refund will be processed within 5–10 business days. Refunds are issued to your original payment method (credit card, PayPal, Apple Pay, etc.). Depending on your bank or payment provider, funds may take an additional 3–5 business days to appear in your account after we initiate the refund. You will receive an email confirmation when your refund is processed. We do not charge restocking fees.

Can I exchange an item?

Yes — if you would like a different size, colour, or finish of a product, contact us at info@decotize.com within your 30-day return window and we will arrange an exchange subject to stock availability. If your preferred variant is unavailable, we will process a full refund instead. Please include your order number and the details of what you would like instead.

What items cannot be returned?

The following are not eligible for return: personalised or custom-made items (engraved, monogrammed, or cut to size); live plants, seeds, and bulbs, which are perishable; lighting that has been hard-wired, drilled, or permanently mounted; kitchen or food-contact items whose protective seal has been broken; hazardous goods such as fertilisers and pesticides that cannot be returned by post; and final sale items clearly marked as such at the time of purchase. If you are unsure whether an item is returnable before buying, ask us at info@decotize.com.

I received a damaged or defective item — what do I do?

Contact us at info@decotize.com within 48 hours of delivery with your order number and clear photographs of the outer packaging, inner packaging, and the damage or defect. We take quality seriously and will resolve the issue promptly — you will be offered a replacement or a full refund, your choice, and we cover all return shipping costs for items confirmed as damaged or defective. Do not discard the original packaging before contacting us, as it may be needed as evidence.

How do I know an item will fit my space?

Every product page lists full dimensions — height, width, depth, and where relevant cable length, shade diameter, or blanket size. We recommend measuring your space before ordering, particularly for pendant lights and floor lamps where ceiling height and drop length matter. If a measurement you need isn’t listed, email us at info@decotize.com and we will check it against the product specification before you buy.

What bulbs do your lamps take, and are they included?

Each lighting product page states the required bulb fitting (e.g. E26), maximum wattage, and whether a bulb is included. Most of our lamps take standard E26 screw-fit bulbs available at any US hardware store, and are compatible with LED. Please do not exceed the stated maximum wattage. If a product is listed as integrated LED, the light source is built in and not user-replaceable.

Are your lamps compatible with US voltage and outlets?

Yes. All plug-in lighting sold on Decotize is supplied for the US market with 110–120V wiring and standard US two- or three-pin plugs. No adapter or voltage converter is required. If you receive an item with a non-US plug, contact us immediately at info@decotize.com — that would be an error on our side and we will replace it at no cost.

Do I need an electrician to install your lighting?

Most of our range is plug-in and requires no installation — table lamps, floor lamps, and portable lighting simply plug into a wall outlet. For any hard-wired ceiling or wall fixtures, we strongly recommend installation by a qualified electrician in accordance with local electrical codes. Please note that once a fixture has been wired in or permanently mounted, it is no longer eligible for a change-of-mind return.

How do I care for blankets and textiles?

Care requirements vary by fibre and construction, so always check the care label on your item before washing. As general guidance: cotton and fleece throws are usually machine washable cold on a gentle cycle; wool and wool blends are best hand washed cold or dry cleaned and never tumble dried; and knitted throws should be dried flat rather than hung to avoid stretching. Avoid fabric softener on fleece, and store folded rather than compressed.

Are your kitchen items dishwasher and oven safe?

This varies by item, and the product page states it explicitly for each product. As a general rule, wooden utensils and boards should be hand washed only, cast iron should never go in the dishwasher, and decorative glazed ceramics may not be oven safe even where they are dishwasher safe. Always check the product page or the marking on the base of the item before use.

Are product colours accurate to the photos on the website?

We strive to display product colours as accurately as possible. However, the exact appearance on your screen depends on your device’s display calibration, brightness, and ambient lighting. This matters most for textiles and lamp shades, where a warm neutral can read differently on different screens. Slight variation between the photo and the physical product is normal and does not constitute a defect. If precise colour matching is critical, contact us for more detail before ordering.

Where are your products made?

Decotize sources from a network of manufacturers across multiple countries. The country of manufacture varies by product and category, and specific origin information may be listed on the product page or packaging. We work only with suppliers who meet our quality standards. If you need sourcing information for a particular product, contact us at info@decotize.com.

Do you offer product warranties?

Where applicable, products carry a manufacturer’s warranty — the terms and duration vary by product and brand. Details of any included warranty will be noted on the product page or included in the product packaging. This is in addition to your statutory rights under applicable US federal and state consumer protection law. Contact us at info@decotize.com if you need to make a warranty claim.

Can I review a product I purchased?

Yes — and we actively encourage it. After your order is delivered, you may receive a follow-up email inviting you to leave a review. You can also go directly to the product page on decotize.com and submit your review there. Honest reviews help other customers make informed decisions and help us improve our range. All reviews submitted are subject to our review guidelines.

Are your products authentic and accurately described?

Yes — all products sold at Decotize are genuine and accurately described. We do not sell counterfeit, replica, or imitation goods, and we do not use photographs that misrepresent an item’s size, material, or finish. Products are sourced directly from manufacturers or authorised suppliers. If you ever have concerns about a product you receive, contact us at info@decotize.com with your order number and photographs, and we will address it without delay.

What payment methods do you accept?

We accept the following payment methods at checkout:

Cards: Visa, Mastercard, American Express, Discover, Maestro, Diners Club, JCB, UnionPay
Digital wallets: Apple Pay, Google Pay, PayPal

All payments are processed securely through Shopify Payments. We do not accept bank transfers, cheques, or cash on delivery. Payment is charged in full at the time of checkout.

Is my payment information secure?

Yes. Our store is powered by Shopify, which is certified to PCI-DSS Level 1 — the highest security standard for payment processing in e-commerce. All data transmitted during checkout is protected by SSL/TLS encryption. Where applicable, transactions are further secured with 3D Secure (3DS) authentication. We do not see, store, or handle your card number, CVV, or banking credentials directly at any point.

What currency am I charged in?

All prices on decotize.com are displayed and charged in US Dollars (USD, $). If your card is issued in a different currency, your bank or card issuer will apply their own exchange rate — any conversion fees are charged by your bank, not by Decotize.

Why was my payment declined?

Payment declines are typically handled by your bank or card issuer rather than by Decotize. Common causes include: insufficient funds or credit limit reached; incorrect card details entered at checkout; your bank flagging the transaction as unusual and applying a security block; 3D Secure authentication not being completed; or a temporary technical issue with your card provider. Try again with a different payment method, or contact your bank directly. If the issue persists after trying multiple methods, email us at info@decotize.com and we will assist.

Do you store my credit card details?

No. Decotize never stores your credit card number, CVV, or full banking details on our systems. All payment processing is handled by Shopify’s PCI-DSS Level 1 certified infrastructure. When you pay with a card, your details go directly to the payment processor via encrypted connection — they are never transmitted to or stored by us. If you create an account and save a payment method, it is stored securely in Shopify’s tokenised vault, not on our servers.

Can I pay with PayPal?

Yes — PayPal is accepted as a payment method for all US orders. At checkout, select PayPal from the payment options and you will be redirected to complete your payment securely via PayPal’s platform. You can use your PayPal balance, linked bank account, or any card saved in your PayPal account. PayPal Buyer Protection also applies to eligible purchases made through PayPal.

How can I contact Decotize?

You can reach our customer support team through the following channels:

Email: info@decotize.com — available 24/7, responses within 24–48 business hours.
Phone: +31 6 10101899 — available Monday to Friday, 8:00 AM – 6:00 PM EST.
Messenger: m.me/decotize — best for quick questions.

Email is our preferred and fastest channel for most queries, especially for order issues, returns, and anything requiring documentation or photographs.

What are your customer service hours?

Our customer service team is available Monday to Friday, 8:00 AM – 6:00 PM Eastern Standard Time (EST, UTC−5). You can email us at any time outside these hours — messages received on evenings, weekends, or public holidays will be answered on the next working business day.

How quickly will you respond to my message?

We aim to respond to all messages within 24–48 business hours. In practice, the majority of emails are answered the same or next business day. If you haven’t heard from us within 2 business days, check your spam or junk folder — replies occasionally land there. If still nothing, please resend your email or call us at +31 6 10101899.

I have a complaint — how do I escalate?

We resolve the vast majority of issues directly via email at info@decotize.com. If you feel your concern has not been addressed satisfactorily, you may contact the Federal Trade Commission (FTC) at ftc.gov or your state attorney general’s consumer protection office.

Do you have a live chat?

We do not currently offer a live chat widget on the site, but you can message us on Facebook Messenger for quick questions. For anything involving an order, a return, or photographs, email is faster and more reliable — send your query to info@decotize.com and you will receive a response within 24–48 business hours.

Is Decotize a legitimate company?

Yes — Decotize is a brand operated by KEUN Marketing B.V., a private limited company duly registered in the Netherlands. Our registered address is Lintelerweg 60, 7556 PD Hengelo, The Netherlands, Chamber of Commerce (KvK) number 98931644, VAT number NL868708598B01. We are a fully compliant e-commerce business serving customers in the United States. If you have any questions about our company structure or need documentation for any purpose, contact us at info@decotize.com.