Order Complaints & Support Form

You can use this form to submit a request concerning an order placed on shopdecor.com, including:

• exercising a statutory right of withdrawal, where applicable;
• reporting damaged product(s) on delivery;
• reporting defective or non-conforming product(s);
• reporting delivery delays or other delivery issues;
• reporting missing, incomplete, incorrect or wrong product(s);
• submitting a complaint;
• raising a warranty-related request;
• contacting us about another order-related issue.

Using this form helps us identify your order, register your request, send you an electronic confirmation of receipt, and process your case more efficiently.

This form is primarily intended for orders placed on the ShopDecor website.

If your purchase was completed through another channel, you may still submit a request using this form and provide all available purchase details.

No. The form is accessible without logging in or creating a customer account.

You only need to provide the information required in the form, including your name or company name, email address, order number, delivery country, products concerned and reason for submission.

Please provide accurate and complete information, including:

• Full Name / Company Name;
• Email Address for Confirmation;
• Order Number;
• Delivery Country;
• Products Concerned: SKU(s), Product Name(s) and Quantities;
• Reason for Submission;
• Request Description;
• Supporting Documents, if useful and available.

Incomplete or incorrect information may delay the processing of your request.

We will process the information submitted through this form for the purpose of receiving, confirming, assessing and managing your request.

This may include handling withdrawal requests, returns, complaints, warranty claims, delivery issues, defective or non-conforming product claims, refund-related requests and other order-related communications.

For more information on how we process personal data, please refer to our Privacy Policy.

The statutory right of withdrawal generally applies to consumers where provided by applicable consumer law.

Business customers, companies, professionals and other non-consumer customers may not benefit from the same statutory withdrawal rights, unless mandatory law provides otherwise or ShopDecor expressly agrees to a return or cancellation in writing.

However, business customers may still use this form to submit complaints, warranty-related requests, delivery issues, damaged product claims, missing item claims or other order-related requests.

No. Where applicable law allows another clear statement of withdrawal, your statutory rights are not limited by the availability of this form.

However, we strongly recommend using this form because it helps us identify the order, register the request correctly, send an electronic confirmation of receipt, and manage the process more efficiently.

Yes. You can use this form to submit a warranty-related request or to report defective or non-conforming product(s).

Consumers may benefit from the statutory legal guarantee of conformity provided by applicable law. Some products may also be covered by a manufacturer’s warranty.

ShopDecor will review warranty-related requests on a case-by-case basis in accordance with applicable law, product information, manufacturer conditions where applicable, and the circumstances of the request.

Yes. After submitting the form, you will receive an automatic confirmation email at the email address provided in the form.

Please make sure that the email address is correct. The confirmation email is important because it confirms that your request has been submitted and received.

Where a statutory right of withdrawal applies, consumers generally have 14 days from the day they, or a third party indicated by them other than the carrier, receive the goods.

For orders containing multiple products delivered separately, the withdrawal period may start from the day on which the last product is received, where required by applicable law.

Different rules may apply depending on the customer’s country, the type of customer, the type of product, and the applicable law. Please refer to our Returns, Withdrawal, Complaints & Warranty Policy for more information.

No. If you are exercising a statutory right of withdrawal, you are not required to provide a reason.

If you provide additional information, we will use it only to help us process your request. Supporting documents are also not required to exercise a statutory right of withdrawal.

No supporting documents are required to exercise a statutory right of withdrawal.

For other types of requests, such as damaged product(s), defective or non-conforming product(s), missing or incorrect product(s), delivery issues, complaints or warranty-related requests, you may upload photos or documents if they help explain the issue.

Our Customer Support team may also ask for additional information where reasonably necessary to assess and process your request.

If the packaging appears damaged, wet, opened, crushed, torn, resealed, altered or otherwise irregular, we strongly recommend accepting the delivery with a written inspection reservation, where the carrier allows this.

Examples of useful reservations include:

• “Packaging visibly damaged”;
• “Box crushed on one side”;
• “Packaging wet”;
• “Packaging opened or resealed”;
• “Goods accepted subject to inspection”.

We also recommend taking photographs of the external packaging before opening it, where possible.

Failure to make a reservation with the carrier may make it more difficult to investigate a transport damage claim. However, it does not affect any mandatory statutory rights available to consumers for damaged, defective, missing, incorrect or non-conforming products.

Please use this form as soon as reasonably possible and select the reason that best describes your issue.

You should include:

• your order number;
• the delivery country;
• the SKU(s), product name(s) and quantities concerned;
• a clear description of the issue;
• photos or documents, if useful and available.

After receiving your request, our Customer Support team will review the case and, where applicable, send you further instructions.

It depends on the type of request, the destination country, the product concerned, the carrier options available and the applicable law.

For justified complaints involving defective, non-conforming, damaged, missing, incomplete or incorrect product(s), ShopDecor will bear the reasonable return shipping costs where required by applicable law.

For statutory withdrawal or other voluntary returns, return shipping costs may be borne by the customer where permitted by applicable law and where the customer has been properly informed.

In some cases, ShopDecor may provide a prepaid return label, where available. If a prepaid label is provided for a return where the return costs are legally borne by the customer, the cost may be deducted from the refund where permitted by applicable law.

No. A prepaid return label may be provided where available and where appropriate for the type of request, destination, carrier, product size, product weight and applicable law.

If a prepaid return label is available and applicable, our Customer Support team will provide the relevant instructions.

Please do not return products before receiving return instructions from ShopDecor, unless otherwise required by applicable law.

It depends on the reason for the request and the applicable law.

As a general rule:

• if the return concerns justified defective, non-conforming, damaged, missing, incomplete or incorrect product(s), ShopDecor will bear the reasonable return shipping costs where required by applicable law;
• if the return concerns a statutory right of withdrawal, return shipping costs may be borne by the customer where permitted by applicable law and where the customer has been properly informed;
• if the return concerns another voluntary request, the allocation of return costs will depend on the specific case and applicable law.

Nothing in this FAQ limits any mandatory rights that consumers may have under applicable law.

The available solution may include:

• refund;
• repair;
• replacement;
• exchange;
• price reduction;
• store credit or credit balance;
• other appropriate resolution.

For statutory withdrawal, the default remedy is generally a refund where the legal requirements are met.

For defective, non-conforming, damaged, missing, incomplete or incorrect product(s), the remedy will be assessed in accordance with applicable law and the circumstances of the case.

Store credit or voucher solutions are not mandatory and will only be used where agreed with the customer.

Refunds are generally issued using the same payment method used for the original purchase, unless a different method is agreed with the customer and permitted by applicable law.

Processing times may vary depending on the payment method, payment provider, bank, country and internal review process.

For more details, please refer to our Returns, Withdrawal, Complaints & Warranty Policy.

ShopDecor will reimburse the standard outbound delivery costs paid for the order or for the products concerned by the withdrawal according to the applicable law.

Supplementary delivery costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery option offered by ShopDecor may not be refunded, where permitted by law.

Return shipping costs may be borne by the customer where permitted by applicable law and where the customer has been properly informed.

This depends on the destination country, the applicable customs rules, the type of shipment and whether duties and import taxes were collected by ShopDecor at checkout.

Where duties and import taxes are expressly charged at checkout, ShopDecor handles the customs charges covered by that checkout calculation.

Where duties, import taxes or customs charges are not collected by ShopDecor at checkout and are charged by the destination country, carrier or customs authority, they may not be refundable by ShopDecor unless required by applicable law or unless ShopDecor is able to recover them.

Please refer to our Shipping and Delivery Policy for more information.

Delivery times and lead times are provided in good faith but are generally indicative, unless expressly stated otherwise.

If a material delay occurs, ShopDecor will inform you as soon as reasonably possible and will provide updated information where available.

Depending on the applicable law and the circumstances of the case, you may be entitled to accept the updated delivery time, discuss possible alternatives with Customer Support, or cancel the order.

Please refer to our Shipping and Delivery Policy and Terms and Conditions of Sale for more information.

Yes, if your order has not yet been shipped, you may contact Customer Support, if possibile using this form, to submit an order cancellation request.

Whether cancellation is possible depends on the status of the order, supplier processing, product availability, payment status, shipment preparation and applicable law, we'll do our best to meet your needs.

Before submitting your request, you should review:

• General Terms and Conditions of Sale;
• Returns, Withdrawal, Complaints & Warranty Policy;
• Shipping and Delivery Policy;
• Privacy Policy.

These policies explain how orders, deliveries, withdrawal requests, returns, complaints, warranty claims, refunds, customs charges and personal data are handled.

In case of conflict between these FAQs and any mandatory consumer protection law, the mandatory consumer protection law will prevail.