FAQ : Need help?

Welcome to the Decoclico FAQ. Do you have a question or need help? You're sure to find the answer you're looking for. Don't hesitate to contact customer service via the contact page.

1. My order

• I wish to modify/cancel all or part of my order

Your order can be modified or cancelled if it has not been dispatched (or if the parcel is not being prepared by our logistics teams).

The status of your order is available in your customer area under My Account > Order tracking.

If it is possible to modify or cancel your order, you can contact our customer service department who will get back to you within 3 to 5 working days.

• I haven't received my order

If you have not yet received a dispatch e-mail, your order is either awaiting dispatch (an item may be in stock) or is being prepared by our logistics teams. You can contact our customer service department to obtain more precise information on the expected dispatch date (reply within 3 to 5 working days)

If your order has been dispatched and you have received a dispatch email, you have 2 options for tracking your parcel:

-On the dispatch e-mail, you'll find a "Track your package" link

-Via your customer area, heading My Account > My Orders > Select the order concerned and click on "Parcel Tracking"

If one of the links doesn't work, contact us at we'll help you track your order.

• I haven't received my invoice

Your invoice is available in your customer area as soon as your order has been dispatched (you will receive a dispatch email). You can download it from My Account > My orders > Select the order concerned

2. My after-sales service

• The product delivered is not in conformity (arrived broken / damaged / faulty or not as described on the website)

We apologize for any inconvenience this may cause.

You can go directly to your customer area to send us your complaint by email (heading My Account > My orders > Complaints). Don't forget to include photos of the items and the condition of the parcel on receipt (packaging and interior protection). Our customer service will get back to you within 3 to 5 working days.

• The product delivered does not suit me

We are sorry to hear that you are not entirely satisfied with your purchase.

We invite you to make a return request via your customer area within 14 days of delivery of the parcel and to attach the withdrawal form

Our customer service department will get back to you within 3 to 5 working days to inform you of the next steps.

Upon receipt of the returned package in our warehouse, your product will be refunded within 14 days (excluding shipping costs).

3. Payments and refunds

• How do I use my discount code?

In your shopping cart, enter the code you received by clicking in the "Code avantage ou chèque cadeau" box. The discount will be applied directly.

• Is it possible to buy a gift card?

It is possible to purchase an e-gift card. You can select the amount of your choice and send it directly to your loved ones by email. Please see our dedicated page for more information.

• What payment methods are available?

You can pay for your order on our site by :

- Credit card (Carte Bleue, Visa and Mastercard)

- PayPal

- Payment in instalments with Alma

- Bank transfer

• How long does it take to make the transfer to pay for my order?

The items in your order will already be reserved for you once your order has been confirmed. Your order will be definitively validated and dispatched as soon as we have received your payment.

Our customer service department must receive your payment within 10 days of order validation. After this period, your order will be automatically cancelled.

The RIB of Decoclico is communicated to you in the e-mail of confirmation of order.

• Will I be fully reimbursed if one of the items does not suit me?

In the event that one of the items does not suit you, you will be reimbursed for the cost of that item if the return request has been made within 14 days of delivery of your order and subject to receiving the item in perfect condition and in its original packaging. To request a return, please contact our customer service department. You are responsible for return shipping costs (see GCS ).

• I have not yet received a refund following the return of my parcel

Refunds are made within 14 days of return and inspection of the parcel in our warehouse. Refunds will be made using the same method of payment you used to place your order. Please do not hesitate to contact our customer service department if you have any doubts (response within 3 to 5 working days)

4. Delivery

• I don't live in France and would like delivery

Our packages are delivered to mainland France, including Corsica, Belle-Île-en-Mer, Île d?Yeu and Île de Groix, and to the following European and non-European countries:

- Germany

- Austria

- Belgium

- Netherlands

- Luxembourg

- Austria

- Italy

- Spain

For more information, please visit our Delivery & Returns page

• What are your delivery times?

Delivery times depend on the carrier you select when confirming your order. For more information, please consult our Delivery & Returns page

• My parcel has been dispatched but I no longer wish to receive it

We advise you to refuse delivery when the delivery driver arrives (or calls you to make an appointment) and to contact our customer service department, quoting your order number, so that we can also request a return from the carrier. Your refund will be processed as soon as the parcel has been returned and checked by our logistics returns department. Refunds take effect within 14 days.

• I'd like to place an order today but have it delivered later

It is possible to schedule the shipment of your order at a later date. To do so, simply contact our customer service department to place your order by telephone on 09.70.26.93.70, available Monday to Friday from 9.30am to 12.30pm and from 1.30pm to 5.30pm (toll-free number, cost of a local call).

• I'm no longer available to receive my order

You've made an appointment with the carrier, but unfortunately you're no longer available? Contact our customer service department as soon as possible so that we can work out a solution with the carrier.

5. Professionals

• I'm a professional and would like further information

You can contact our customer service department directly and explain the information you need. Our advisors will be happy to get back to you as soon as possible.

6. Having technical problems?

• I've just discovered Decoclico, how do I place my first order?

First of all, welcome to Decoclico! We're delighted to have you as one of our new customers.

It's easy to place your 1st order. Just create your customer account and add the items you like to your basket. Once your basket is complete, you can validate your order, choose your delivery method (delivery times vary according to carrier) and validate your payment. Don't worry, our site is secure.

Don't hesitate to contact us - our customer service team will be delighted to help.

• I can't validate my order

Please check that all the requested information has been entered correctly. Please pay attention to your delivery address, as we only deliver to Metropolitan France (excluding DOM/TOM), Corsica and Monaco, as well as to the European currency zone.

• My payment failed

Please check that your credit card is one of the cards we accept (Visa, Mastercard and Carte Bleue). Make sure you have entered your card details correctly, and that your delivery address falls within the delivery zones: mainland France, including Corsica, Belle-Île-en-Mer, Île d?Yeu and Île de Groix, in Europe and outside Europe in the following countries:

- Germany

- Austria

- Belgium

- Netherlands

- Luxembourg

- Austria

- Italy

- Spain

If the transaction still fails, please contact your bank.

• I've forgotten my password

You can reset your password by clicking on "Forgotten password". You will then receive an e-mail containing a link enabling you to create a new one.

• There's no "Add to cart" button next to the item I'm interested in

This means that we are unfortunately out of stock on this item. In this case, you can click on "Availability Alert" and enter your email address. You will then be notified when the item is back in stock.

• I would like to place an order by phone

Sorry, we have no phone yet in your location !

For any other questions, please contact us.