Shipping and Delivery Policy

Last updated: June 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 we are unable to process or ship an order to the selected destination, we will inform the customer as soon as reasonably possible and will provide the available options, which may include cancelling the order and refunding any amount paid.

3. VAT, Duties and Import Taxes

For orders shipped within the European Union, prices shown to consumers are generally VAT-inclusive, unless otherwise indicated and except where a valid business purchasing flow applies.

For business customers, where available and applicable, the checkout may allow the customer to provide company details, VAT number and invoicing information. For EU business customers with a valid VAT number verified through VIES, VAT may be removed from the order where the applicable legal requirements are met.

For orders shipped outside the European Union, duties, import taxes and customs charges may apply depending on the destination country and the applicable customs rules.

Where duties and import taxes are expressly calculated and charged at checkout, the shipment should be considered as delivered duty paid for the charges collected at checkout, and ShopDecor will handle the corresponding customs charges covered by that checkout calculation.

Where no duties or import taxes are charged at checkout, but such duties, taxes or customs charges are due in the destination country, the shipment may be subject to import charges payable by the customer upon or before delivery. In such cases, ShopDecor will inform the customer after the order is received, where reasonably possible, and the customer will be responsible for any applicable duties, import taxes, customs charges, brokerage fees or similar charges, unless otherwise required by applicable law or expressly agreed in writing.

Duties, import taxes and customs charges are determined by the competent authorities and/or carriers in accordance with the laws of the destination country. ShopDecor does not control such charges where they are not collected directly at checkout.

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 any refund, where permitted by applicable law.

4. Shipping Costs

Shipping costs vary depending on several factors, including:

• delivery country and address;

• product size;

• product weight;

• number of items in the order;

• carrier availability;

• Shipping costs are calculated and shown at checkout before the customer completes the order. Once the delivery address has been entered, the checkout system will display the available shipping options and the corresponding costs for that destination.

• Shipping costs may vary significantly depending on the products ordered and the delivery location, especially for bulky, fragile, heavy or oversized design products.

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 may display an estimated lead time. This lead time is provided in good faith and is checked and updated 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 our 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 will provide updated information where available.

If the expected shipping or delivery time changes materially, the customer may be offered available options in accordance with applicable law. These may include accepting the updated delivery time, discussing possible alternatives with Customer Support, or cancelling the order where the customer is legally 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 the destination, product characteristics, parcel size, weight, volume and the type of shipment required.

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

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

8. Standard Delivery Service

Unless otherwise expressly agreed in writing, standard delivery is made at street level, at the entrance of the delivery address or property.

Standard delivery does not include:

• delivery to the floor;

• indoor delivery;

• unpacking;

• assembly;

• installation;

• removal or disposal of old items;

• white-glove delivery services.

Additional services such as delivery to the floor, special handling, assembly or other customized delivery arrangements are not available as standard checkout services. However, customers may contact Customer Support before placing the order to request a case-by-case estimate, where such services are available for the destination and product concerned.

Any additional service must be expressly confirmed by ShopDecor before it can be considered included in the order.

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 where permitted by applicable law.

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

Once the order has been shipped, the customer will receive a shipping notification with the tracking number assigned to the shipment, where tracking is available.

The tracking information allows the customer to monitor the status of the shipment directly through the carrier’s website or tracking system.

If the customer has created an account, the customer may also be able to check the order status by logging into the customer account area.

Tracking updates are provided by the carrier. ShopDecor is not responsible for temporary delays, inaccuracies or lack of updates in the carrier’s tracking system, but Customer Support may assist the customer where reasonably possible.

12. Inspection at Delivery

Upon delivery, the customer should carefully inspect the external condition of the packaging before accepting the goods.

If the packaging appears damaged, wet, opened, crushed, torn, resealed, altered or otherwise irregular, the customer is strongly recommended to accept the delivery with a written inspection reservation, where the carrier allows this. The reservation should be as specific as possible and should describe the visible issue with the packaging.

Examples of useful delivery reservations may include:

• “Packaging visibly damaged”;

• “Box crushed on one side”;

• “Packaging wet”;

• “Packaging opened or resealed”;

• “Goods accepted subject to inspection”.

The customer should also take photographs of the external packaging before opening it, where possible, and contact ShopDecor as soon as possible through the Statutory Right of Withdrawal & Complaints Form if any damage, missing item, wrong product, defect or non-conformity is found.

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

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 Statutory Right of Withdrawal & Complaints Form:

/pages/withdrawal-and-complaint-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, missing items 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.

Where the complaint is justified, and where required by applicable law, ShopDecor will bear the reasonable return shipping costs for defective, non-conforming, damaged, missing, incomplete or incorrect products.

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

14. Failed Delivery, Refused Delivery and Storage

If a shipment cannot be delivered because the customer is absent, the address is incorrect or incomplete, access is not possible, customs information is missing, charges due by the customer are not paid, or delivery is refused, the carrier may hold the shipment, attempt redelivery, return it to ShopDecor or charge storage and handling fees.

The customer should follow the carrier’s instructions and contact Customer Support promptly if there are any issues with delivery.

If the goods are returned to ShopDecor due to reasons attributable to the customer, ShopDecor will evaluate the case in accordance with applicable law. Any reasonable and legally permitted costs incurred due to failed delivery, refusal, storage, customs handling, redelivery or return shipping may be deducted from any refund or charged to the customer, where permitted by applicable law.

For consumers, nothing in this section affects any mandatory statutory rights, including rights relating to withdrawal, delayed delivery, defective products or non-conforming goods.

15. Partial Deliveries

ShopDecor usually ships an order when all products included in that order are available.

Partial deliveries may be possible in selected cases, depending on stock availability, product type, destination, carrier availability and operational feasibility.

Customers who need partial deliveries should contact Customer Support. ShopDecor will evaluate the request on a case-by-case basis. Additional shipping costs may apply where permitted by applicable law and where accepted by the customer.

16. Changes to Delivery Details

If the customer needs to change the delivery address or delivery details after placing the order, the customer should contact Customer Support as soon as possible.

ShopDecor will try to accommodate the request where technically and operationally possible. However, changes may not be possible once the order has been processed, packed, shipped, handed over to the carrier or placed in production or supplier processing.

Any change to the delivery address, shipping method or delivery service may affect shipping costs, delivery times, duties, taxes and carrier availability.

17. Customer Support Contacts

For shipping and delivery questions, customers may contact ShopDecor Customer Support.

Depending on the customer’s country and language, communications may be handled through the appropriate ShopDecor support email address:

• info@shopdecor.com

• info2@shopdecor.com

For requests concerning statutory withdrawal, returns, complaints, defective or non-conforming products, damaged products, missing or incorrect products, warranty claims or other order-related issues, customers are strongly encouraged to use the dedicated form:

Statutory Right of Withdrawal & Complaints Form
/pages/withdrawal-and-complaint-form

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

18. Relationship with Other Policies

This Shipping and Delivery Policy should be read together with:

• the General Terms and Conditions of Sale;

• the Warranty, Returns & Exchanges 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 this Shipping and Delivery Policy and any mandatory consumer protection law, the mandatory consumer protection law will prevail.