Shipping Policy
Order Processing
Once your order is placed and payment is confirmed, our fulfilment team begins preparing your items for dispatch. Processing time is separate from and in addition to the delivery transit time. We work Monday through Friday to ensure your order ships as quickly as possible.
Order journey
Order placed & payment confirmed
Your order enters our fulfilment queue immediately upon successful payment confirmation. You will receive an order confirmation email with your order number and a summary of items purchased.
Processing (1–3 business days)
Picking, quality inspection, and protective packaging of your items — fragile categories such as lighting, glassware, and ceramics receive additional padding before dispatch. Our cut-off time is 12:00 PM CET (noon Central European Time). Orders placed before noon CET are processed the same business day. Orders placed after the cut-off, on weekends, or on public holidays will begin processing the next available business day.
Dispatch & tracking notification
Once your order ships, you will receive a dispatch confirmation email containing your tracking number and a direct link to monitor your shipment. Please allow up to 24 hours for tracking information to appear in the carrier's system after receiving this email.
Delivery to your door
Your order is delivered within an estimated 8–10 business days from the date of dispatch. See section 02 for the full breakdown.
Weekend & holiday orders
Orders placed on Saturdays, Sundays, or on public holidays in either Netherlands (where our fulfilment operation is based) or the United States (where your order is delivered) will begin processing on the next available business day. The processing window of 1–3 business days starts from that next business day. Dutch public holidays include King's Day (27 April), Liberation Day, Ascension Day, and Whit Monday, which do not fall on the US calendar.
Peak periods
During high-volume periods such as Black Friday, Cyber Monday, Christmas, and New Year, processing times may be slightly extended beyond 3 business days. Any applicable notice will be displayed on our website at the time of ordering. We appreciate your patience during these periods and will always communicate any significant delays proactively.
Order modifications & cancellations
If you need to modify or cancel your order, please contact us at info@decotize.com as soon as possible. We can accommodate changes only while your order is still in the processing stage. Once dispatched, orders cannot be modified or cancelled, but may be eligible for return under our Returns Policy.
Split shipments
Where an order contains items of very different size or fragility — for example a floor lamp alongside small kitchen accessories — we may ship your order in more than one parcel to protect the goods. If this happens you will receive a separate tracking number for each parcel, and parcels may arrive on different days. There is never any additional shipping charge for a split shipment.
Processing confirmation
You will receive an email at each stage: order confirmation, dispatch with tracking, and delivery confirmation. If you have not received your order confirmation email within 30 minutes of placing your order, please check your spam or junk folder before contacting us.
Delivery Timeframes
Delivery timeframes are estimates measured from the date of dispatch — not the date your order was placed. These estimates are provided in good faith and reflect typical carrier performance including customs clearance, but are not contractually guaranteed delivery dates unless specifically stated at checkout.
Our shipping promise
All shipping is FREE — no minimum order, no duties, no surprises.
Every single Decotize order ships with free tracked delivery, regardless of order value, item category, or destination within the United States. There are no hidden shipping fees, no surcharges for remote areas, no import duties collected on delivery, and no thresholds to meet. What you see at checkout is what you pay.
Business days defined
Business days are Monday through Friday, excluding public holidays in Netherlands and the United States. Weekends and public holidays do not count toward the estimated delivery window.
Total estimated timeframe
Adding processing (1–3 days) and transit (8–10 days) together, most customers receive their orders within 9–13 business days of placing their order under normal conditions.
Customs clearance is part of the transit estimate
Your order crosses an international border on its way to you, and the 8–10 business day estimate already accounts for normal customs clearance into the United States. Occasionally a shipment is selected for additional inspection by US Customs and Border Protection, which can add several days to transit. This is entirely outside our control and outside the carrier's control, and it does not mean anything is wrong with your order.
Delivery estimates are not guaranteed dates
Timeframes shown are carrier estimates only. Decotize cannot be held responsible for delays caused by carrier network disruptions, customs or border authority inspections, severe weather events, force majeure circumstances, or an incorrect delivery address provided at checkout. If your order is significantly overdue, contact us and we will investigate with the carrier on your behalf.
Tracking Your Order
Every Decotize order ships with a tracking number so you can monitor your delivery from dispatch to your door. You will receive automated notifications at each key milestone to keep you informed throughout the journey.
✓ You will receive a tracking email
A dispatch confirmation email containing your tracking number and a direct tracking link is sent to your registered email address once your order has been collected by the carrier. Please allow up to 24 hours for tracking information to activate and appear in the carrier's system after you receive this email — this is normal and does not indicate a problem with your order.
Order confirmation email
Sent immediately after payment is confirmed. Contains your Decotize order number, itemised list of products purchased, delivery address, and estimated dispatch window. Please save this email as your order reference. If not received within 10 minutes, check your spam or promotions folder.
Dispatch confirmation & tracking number
Sent once the carrier has collected your parcel. Contains your unique tracking number and a direct link to the carrier's tracking page. Please note that tracking information may take up to 24 hours to become visible in the carrier's system after dispatch. This is normal for international carrier handovers.
In-transit & customs milestone updates
As your parcel moves through the carrier network and clears US customs, tracking milestones will update. Pauses in tracking updates are entirely normal during international transit and customs processing — a parcel can sit at a single scan point for a few days without anything being wrong. Updates typically resume within 1–3 business days.
Handover to the US domestic carrier
After clearing customs, your parcel is handed to a US domestic carrier for final-mile delivery. At this point your tracking number may switch to a new domestic reference, or your existing tracking page may begin showing US-based scans. If you are ever unsure which carrier holds your parcel, email us and we will confirm.
Out for delivery notification
Many of our carrier partners send a notification on the day of delivery to let you know your parcel is out for delivery. Ensure someone is available to receive the parcel or that a safe-place delivery instruction is in place where supported by your local carrier.
Delivery confirmation
A final notification is sent when your parcel is marked as delivered. If you receive a delivery confirmation but have not received your parcel, first check with neighbours, in a safe location near your property, or with your building reception. Then contact us within 48 hours at info@decotize.com.
Tracking not updating?
If your tracking number shows no movement for more than 5 business days beyond the estimated delivery date, please contact us at info@decotize.com with your order number. We will open a formal investigation with the carrier on your behalf and keep you updated throughout the process. Do not open a bank dispute while an investigation is active — this will not accelerate resolution and may complicate the claims process.
Shipping Regions
Decotize currently ships to the United States only. We cover virtually all addresses nationwide, including remote and regional areas, at no additional cost. Please review the coverage details below.
United States
All 48 contiguous states
Alaska (AK) — at no extra charge
Hawaii (HI) — at no extra charge
APO / FPO / DPO military addresses (may have extended transit)
US territories (Puerto Rico, Guam, USVI) — contact us to confirm availability
P.O. Box addresses
Delivery to P.O. Box addresses may be subject to carrier restrictions, and larger home items such as lamps and garden goods generally cannot be delivered to a P.O. Box at all. While we will make every effort to fulfil your order, we strongly recommend using a physical street address to ensure reliable and timely delivery.
If you are unsure whether your P.O. Box address will be accepted, please contact us before placing your order at info@decotize.com.
Shipping outside these regions
At this time, Decotize ships exclusively to the United States. If you are located in another country and would like to place an order, please contact us at info@decotize.com — we are continually working to expand our shipping coverage and would love to hear from you.
Customs & Duties
Decotize is operated by KEUN Marketing B.V., a company established in Netherlands, and orders are shipped internationally to your address in the United States. All orders ship on a delivered-duty-paid (DDP) basis, which means every import cost is settled by us before your parcel reaches you.
United States — duties included
Any applicable import duties, customs charges, and carrier clearance fees are paid by Decotize and are already included in the price shown at checkout.
You will never be asked to pay a duty, tax, or brokerage fee to the carrier on delivery. If a carrier attempts to collect one, do not pay it — contact us instead.
We act as importer of record and handle all customs documentation, tariff classification, and declarations for your shipment.
US sales tax, where we are required to collect it, is calculated separately at checkout based on your delivery address and is unrelated to customs or import duties.
Your consumer protections are governed by the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes, including the Uniform Commercial Code (UCC).
If a carrier asks you for money
In rare cases a carrier may incorrectly attempt to invoice a recipient for duty on a DDP shipment. If this happens, do not pay the charge. Email info@decotize.com with your order number and a photograph or screenshot of the demand, and we will resolve it directly with the carrier. Where you have already paid such a charge in good faith, send us the receipt and we will reimburse you.
Refused or undeliverable shipments
If a parcel is refused at delivery, or becomes undeliverable because of an incorrect or incomplete address, it is returned to us across the same international route. In these cases the duties, return freight, and any re-export costs already incurred are not recoverable and may be deducted from your refund. This does not apply to standard returns made under our Returns Policy, or to any parcel that is refused because it arrived damaged.
Package Issues
While the vast majority of Decotize orders arrive safely and on time, we understand that issues can occasionally occur during transit. Please review the guidance below for the relevant scenario and contact us promptly so we can resolve your case as efficiently as possible.
Contact for all package issues
Decotize Customer Support
Email: info@decotize.com
Phone: +31 6 45675135
Hours: Monday–Friday, 9:00 AM – 5:00 PM CET (3:00 AM – 11:00 AM EST)
Because our team is based in Netherlands, email is the fastest and most reliable channel for US customers. Always include your order number when contacting us about a package issue so we can locate your shipment and open a carrier investigation immediately.
Lost package
If your tracking shows no movement for more than 5 business days beyond the estimated delivery date, or if your parcel has not arrived within 30 days of dispatch, contact us immediately at info@decotize.com.
Please contact us within 30 days of the estimated delivery date. We will open a formal investigation with the carrier and keep you updated throughout the process.
Once the carrier confirms the parcel as lost, we will arrange a full replacement or issue a complete refund — your choice, at no cost to you.
Wrong item received
If you receive an item that does not match what you ordered, contact us within 7 days of delivery at info@decotize.com.
Please include your order number and a photo of the item you received. We will arrange a prepaid return label and send the correct item as a priority, or issue a full refund if you prefer.
Wrong item errors are entirely our responsibility. You will not incur any cost for return shipping or re-delivery in these circumstances.
Damaged item: report within 48 hours of delivery
Lighting, glassware, ceramics, and other fragile home items are packed carefully, but transit damage can still happen. If your order arrives with visible damage to the packaging or the item itself, you must report it to us within 48 hours of confirmed delivery. Email info@decotize.com with your order number and clear photographs of: (1) the outer packaging showing the damage, (2) the inner packaging, and (3) the damaged item itself. Do not discard any packaging — the carrier may require it as evidence during the claims investigation. Late reports may not be eligible for a claim under carrier policy.
Document the damage immediately
Before installing, plugging in, or using any damaged item, photograph the outer packaging from multiple angles, showing all visible damage. Then photograph the inner packaging and the item itself. Never attempt to use a lighting product or any other electrical item that has arrived damaged. This photo evidence is required by the carrier to process a claim and must be provided to us within 48 hours of delivery.
Contact Decotize with your evidence
Email info@decotize.com with the subject line "Damaged Item — Order #XXXXX" (replacing XXXXX with your order number). Attach all photographs and briefly describe the damage. We aim to respond within 1–2 business days.
We investigate with the carrier
We will open a formal damage claim with the carrier on your behalf using the evidence provided. You may be asked to retain the damaged packaging until the claim is resolved. We will keep you informed of progress throughout the investigation.
Resolution — replacement or refund
Upon claim resolution, we will issue either a full replacement (shipped at no cost, priority dispatch) or a complete refund of the item and any applicable taxes — whichever you prefer. We will not ask you to pay return shipping for items damaged in transit.
Stolen package (porch piracy)
If your tracking shows "Delivered" but you haven't received your parcel, contact us — we will investigate.
Package theft (often called "porch piracy") is an unfortunate reality in some areas. If your carrier tracking status shows "Delivered" but you cannot locate your parcel, please take the following steps before contacting us.
Step 1 — Check your surroundings
Check with neighbours, in communal areas or building reception, in any safe location near your property (behind bins, side gate, porch), and with household members who may have collected it on your behalf.
Step 2 — Contact us within 30 days
If the parcel cannot be located, email us at info@decotize.com with your order number and a brief description. We will contact the carrier to obtain a Proof of Delivery (POD) and GPS delivery coordinates where available.
Please note: Decotize is not liable for parcels confirmed as delivered by the carrier to the correct address that are subsequently stolen. However, we will always investigate fully and work with you and the carrier to find the best resolution. Filing a police report for stolen parcels is recommended in your jurisdiction.
Contact Us
Our customer support team is available Monday through Friday to answer any questions about your order, shipping, tracking, or this policy. We aim to respond to all enquiries within 1–2 business days. Please always include your order number in any correspondence to help us assist you as quickly as possible.
Email support
Email: info@decotize.com
Email is our primary support channel and the fastest way to reach us for shipping queries, tracking updates, and package issue reports. Because our team works on Central European Time, email means you get a full written answer without needing to catch us live. We respond within 1–2 business days.
For package issues, always include your order number and any relevant photographs as attachments.
Phone support
Phone: +31 6 45675135
Hours: Monday–Friday, 9:00 AM – 5:00 PM CET, which is 3:00 AM – 11:00 AM Eastern Time. US customers on the East Coast can reach us live in the morning; West Coast customers should email.
This is an international number and your carrier may charge international call rates. Please have your order number ready before calling. Calls outside business hours will not be answered; please email us instead.
Legal entity & registered address
KEUN Marketing B.V.
Lintelerweg 60
7556 PD Hengelo
Netherlands
KvK 98931644 · VAT NL868708598B01
This is our registered business address, not a returns address — please do not send any parcel here without contacting us first. For all customer support, use the email or phone above. · decotize.com
Response time expectations
We endeavour to respond to all emails within 1–2 business days (Monday–Friday, excluding Dutch and US public holidays). During peak periods such as Black Friday, Christmas, and New Year, response times may be slightly longer. For urgent matters, please include "URGENT" in the subject line of your email and we will prioritise your enquiry accordingly.
Before opening a dispute or chargeback
We strongly encourage you to contact us directly before initiating a bank dispute or payment chargeback. Chargebacks typically take 30–90 days to resolve, may negatively affect your ability to purchase from us in future, and do not accelerate any carrier investigation. Decotize maintains full shipping records, customs documentation, tracking data, and carrier correspondence for every order. We are committed to resolving all legitimate shipping issues promptly and fairly — contacting us directly is always the fastest path to resolution.
Questions? We’re here to help.
Our team responds to all emails within 1–2 business days, Monday through Friday.
info@decotize.comThis Shipping Policy applies to all orders placed on decotize.com and delivered within the United States. Applicable FTC regulations and state consumer protection statutes apply. Nothing in this policy limits or waives any statutory rights that cannot be excluded under applicable US law. Decotize is a trading name of KEUN Marketing B.V., Lintelerweg 60, 7556 PD Hengelo, Netherlands. KvK 98931644 · VAT NL868708598B01. Effective 20 July 2026.