Shipping and Delivery Policy

Last updated: July 2026 

1. General Information

ShopDecor ships internationally to the countries and destinations available at checkout, except where shipping is restricted due to product category limitations, carrier limitations, legal or customs restrictions, checkout limitations, or other operational reasons.

The availability of shipping methods, delivery options, estimated delivery times, shipping costs, duties and taxes may vary depending on the destination country, the products ordered, product size and weight, stock availability, production status, carrier availability and customs requirements.

Before completing the order, the customer can review the available shipping options, shipping costs and, where applicable, any duties and import taxes calculated at checkout.

This Shipping and Delivery Policy forms part of, and should be read together with, our Terms and Conditions of Sale and our Returns, Withdrawal, Complaints & Warranty Policy.

2. Shipping Destinations

ShopDecor ships to a wide range of international destinations shown at checkout.

In some cases, we may be unable to ship to a particular country, region, island, remote area, restricted territory or specific address due to:

• legal or customs restrictions;

• carrier limitations;

• product category restrictions;

• size, weight or packaging restrictions;

• temporary operational limitations;

• checkout or payment limitations;

• internal risk, logistics or compliance assessments.

If ShopDecor cannot process or ship an order to the selected destination, the customer will be informed as soon as reasonably possible and offered the available options, including cancellation and refund where appropriate.

3. VAT, Duties and Import Taxes

When shipping orders within the European Union, prices displayed to consumers are typically inclusive of VAT, unless stated otherwise or a valid business purchasing flow is used. During the checkout process, corporate clients can submit their company details, invoicing information, and VAT number. If an EU business customer provides a valid VAT number verified through VIES, the VAT may be removed provided that all applicable requirements are met. For Italian consumers and businesses the prices are always VAT inclusive.

Alternatively, shipments bound for destinations outside the European Union may be subject to import taxes, duties, and customs charges, which vary based on the destination country and its specific customs regulations.

When duties and import taxes are explicitly calculated and collected during checkout, the shipment is treated as delivered duty paid (DDP) for those specific amounts, with ShopDecor managing the corresponding customs fees covered by that payment.

Conversely, if no import taxes or duties are applied at checkout but are required by the country of destination, the customer may be responsible for paying these import charges. Under these circumstances, ShopDecor will inform the customer after receiving the order.

If the customer refuses delivery or fails to pay duties, taxes or customs charges that are due by the customer, the consequences will be handled in accordance with the applicable law and the specific circumstances of the case. Any reasonable and legally permitted costs resulting from the refusal, return, storage, customs handling or failed delivery may be deducted from the final refund.

4. Shipping Costs

Before a customer finalizes their purchase, shipping fees are calculated and displayed at checkout. The system displays the available shipping alternatives and their respective costs for that destination as soon as the delivery address is provided.

The total shipping costs are determined by a variety of elements, such as:

• the destination country and specific delivery address;

• the dimensions and weight of the items;

• particular categories of products (heavy, bulky, fragile, or oversized);

• the total number of products in the order;

• the availability of shipping carriers;

• various other operational circumstances

5. Delivery Times and Product Availability

Estimated delivery times vary depending on the type of product ordered, stock availability, supplier availability, production status, carrier transit time and destination.

The product page displays an estimated lead time. This lead time is provided in good faith and checked with reasonable care. However, unless expressly stated otherwise, lead times and delivery estimates are indicative and not guaranteed.

Some products may not be immediately available in ShopDecor’s warehouse and may need to be ordered from the relevant supplier or manufacturer after the customer places the order. Production, restocking or supplier delays may affect the estimated delivery time.

Delivery times may also vary during holidays, sales periods, peak seasons, carrier disruptions, customs checks, adverse weather, force majeure events or other circumstances outside ShopDecor’s reasonable control.

For orders containing products with different estimated delivery times, the order will usually be shipped when all products are available. In such cases, the overall shipping time may correspond to the longest estimated delivery time among the products included in the order.

If the customer requires partial shipments, the customer should contact Customer Support before or shortly after placing the order. ShopDecor may evaluate the feasibility of partial shipments on a case-by-case basis. Additional shipping costs may apply where permitted by applicable law and where accepted by the customer.

6. Delays

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

If the expected shipping or delivery time changes materially, the customer may be offered available options in accordance with the applicable rules. These may include accepting the updated delivery time, discussing alternatives with Customer Support or cancelling the order where entitled to do so. Nothing in this Shipping and Delivery Policy limits any mandatory rights that consumers may have under applicable consumer protection laws in the event of delayed delivery.

7. Carriers

ShopDecor uses selected national and international carriers depending on destination, product characteristics, parcel size, weight, volume and shipment type.

Carriers may include FedEx, TNT, Poste Italiane, BRT, UPS, DHL, Schenker and other carriers where required by destination, product characteristics or customer needs.

At checkout, where available, the customer may choose among the shipping options offered for the selected address. ShopDecor may select or change the carrier where necessary for operational, customs, size, weight, safety or delivery reasons.

8. Standard Delivery Service

Standard delivery is provided at street level, typically at the main entrance of the specified delivery address or property, unless alternate arrangements have been expressly agreed upon in writing.

The following services are excluded from standard delivery:

• Inside delivery or transport to specific floors;

• Unpacking of products;

• Assembly and installation;

• Disposal or removal of old items;

• Premium white-glove delivery options.

These customized arrangements cannot either be selected directly during the checkout process. Clients may, however, request a tailored quote from Customer Support prior to submitting their order, subject to product type and destination availability.

No supplementary delivery services will be deemed part of the order until they have received explicit written confirmation from ShopDecor.

9. Delivery Address and Access Conditions

The customer is responsible for providing a complete, accurate and accessible delivery address.

The customer should ensure that:

• the address is correct and complete;

• the delivery location is accessible to the carrier;

• the recipient or an authorized person is available to receive the goods;

• any access restrictions, limited traffic zones, security gates, delivery time restrictions or special delivery requirements are communicated in advance;

• the product dimensions are compatible with the delivery location, where relevant.

If delivery cannot be completed due to incorrect information, absence of the recipient, access restrictions, refusal of delivery or other reasons attributable to the customer, ShopDecor will contact the customer to evaluate the available options. Any reasonable and legally permitted additional costs, including storage, redelivery, return shipping or carrier fees, may be charged to the customer.

10. Access Points and Carrier Collection Points

Where available at checkout or through the selected carrier, the customer may be able to choose delivery to a carrier access point, pickup point or collection location.

Availability of this option depends on the destination, carrier, parcel size, product type and operational restrictions.

The customer is responsible for collecting the shipment within the timeframe indicated by the carrier. If the shipment is not collected within the applicable period, it may be returned to ShopDecor or placed in storage, and additional costs may apply where permitted by applicable law.

11. Tracking

Customers can monitor their shipment's progress directly on the carrier's website or tracking system using the provided tracking information.

Registered users may also view their order status by logging into their customer account area.

Tracking updates are managed and provided by the carrier. ShopDecor holds no responsibility for temporary delays, inaccuracies, or missing updates within the carrier’s tracking system, though Customer Support remains available to assist the customer where reasonably possible.

12. Inspection at Delivery

At the time of delivery, we encourage customers to evaluate the external state of the parcels with due diligence prior to signing for the goods. Should the external packaging exhibit signs of being compromised—such as being damp, punctured, crushed, opened, or otherwise tampered with—it is advisable to accept the shipment by adding a specific written reservation on the carrier's delivery note (commonly referred to as "signed subject to inspection"). This notation should be descriptive of the observed anomaly to facilitate subsequent verification.
Typical examples of detailed reservations include: "Box visibly crushed"; "Damaged external packaging"; "Wet parcel"; "Tampered or resealed tape"; or "Accepted subject to internal inspection".

We also suggest capturing photographic evidence of the unopened packaging whenever irregularities are noted. If any damage, product discrepancy, or defect is identified after opening, customers should promptly notify ShopDecor via the Order Complaints & Support Form. While the absence of a specific reservation with the carrier may complicate the investigation of transit-related claims, it does not prejudice any mandatory consumer rights regarding defective, missing, or non-conforming items.

13. Damaged, Missing, Incorrect or Defective Products

If the customer receives a damaged product, a defective or non-conforming product, a missing or incomplete item, or a wrong product, the customer should contact ShopDecor as soon as reasonably possible using the dedicated Order Complaints & Support Form.

The customer may attach photographs or documents to help us assess the issue. Supporting documents are not required to exercise a statutory right of withdrawal, but they may be useful for complaints, damaged products, warranty claims, delivery issues or incorrect products.

After receiving the request, ShopDecor will review the information provided and may request additional details where reasonably necessary to assess the issue and process the request.

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

14. Failed Delivery, Refused Delivery and Storage

When a delivery fails due to customer absence, an incorrect or incomplete address, inaccessible locations, missing customs documentation, unpaid charges, or a refused delivery, the carrier may hold the package, make a redelivery attempt, return the shipment to ShopDecor, or assess storage and handling fees.

It is the customer's responsibility to comply with all carrier directions and contact Customer Support immediately to resolve any delivery complications.

If products are sent back to ShopDecor for reasons within the customer's control, ShopDecor will assess the situation in accordance with applicable laws to determine relevant cost deductions from refunds or charges billed to the customer.

For consumers, nothing in this section alters or restricts mandatory statutory legal rights, including those pertaining to order withdrawal, delayed shipments, or defective and non-conforming products.

15. Partial Deliveries

Orders are typically dispatched by ShopDecor only when all the contained products become available. Depending on stock levels, the type of product, shipping destination, carrier availability, and operational feasibility, partial deliveries may be arranged in certain instances.

Should a customer require partial shipments, they are advised to contact Customer Support, who will assess each request individually. In cases where it is legally permissible and agreed to by the customer, supplemental shipping costs may be applied.

16. Changes to Delivery Details

Customers requiring updates to their delivery address or shipment details post-purchase must notify Customer Support immediately.

While ShopDecor endeavors to implement such modifications whenever operationally and technically feasible, amendments cannot be guaranteed once an order enters production, supplier processing, packaging, or has been dispatched to the carrier.

Furthermore, adjustments to the delivery location, selected carrier service, or shipping method could impact delivery schedules, transport fees, applicable duties, and taxes.

17. Withdrawal and Complaints Channels

Customers can reach out to ShopDecor Customer Support at any time with shipping and delivery inquiries using the email addresses or forms detailed below.

Depending on the customer’s region and language, correspondence may be directed to the relevant ShopDecor support email account:

• info@shopdecor.com

• info2@shopdecor.com

For requests regarding statutory withdrawal, returns, complaints, defective or non-conforming items, damaged products, missing merchandise, warranty claims, or other order issues, customers are strongly urged to use our dedicated forms:

• Statutory Right of Withdrawal Form: For exercising the statutory right of withdrawal. This form is accessible on all website pages via the withdrawal button positioned in the bottom left of the page (labeled “WITHDRAW FROM CONTRACT HERE”) or through the dedicated page link in the footer.

• Order Complaints & Support Form: For damaged, defective, or non-conforming products, missing or incorrect items, delivery issues, warranty matters, or other order-related concerns.

Using the appropriate form enables ShopDecor to identify and process the matter more efficiently. Alternatively, customer service can be contacted by phone via the numbers displayed in the footer or on the contact page.

18. Relationship with Other Policies

This Shipping and Delivery Policy should be read together with:

• the General Terms and Conditions of Sale;

• the Returns, Withdrawal, Complaints & Warranty Policy;

• the Privacy Policy;

• any information provided on the product page;

• any delivery information displayed at checkout;

• any specific written communication sent by ShopDecor Customer Support.

In case of conflict between the content of this policy and any mandatory consumer protection law, the mandatory consumer protection law will prevail.