Our Returns Policy
Though great care is taken when packing and dispatching your order, we are not in control of our couriers deliveries. On this basis it is the responsibility of yourself to inspect all goods prior to installation - within 48 hours of receipt of your order to your home or collection point. Even if you do not plan on installing your product(s) within this time we strongly recommend safely opening the product box and checking your order for any cosmetic flaws, damages, non-electrical faults and missing parts.
If you are building and / or renovating we advise you check your item(s) thoroughly before storing to avoid any damages on site. We are not liable after this 48 hour period or after installation.
After the 48 hour period these product(s) will not be considered for return or exchange. Decorum Interiors are unable to offer product exchanges after installation if item is damaged, and for lighting unless there is an electrical lighting fault.
Product Packaging: Please ensure you keep all product packaging safe, do not tear, shred or dispose of as if we need to arrange an exchange or collection the product must be in it's original packaging, undamaged, sealed only with clear tape and unwritten on.
Outer Packaging: Please place the product box within an external box, or protective packaging in order to protect the product box.
14 Day Returns: Please ensure all orders are sent back to us in sufficient time to ensure we receive these back to us within 14 days of receiving the order.
14 Day Returns
All orders must be returned to us within 14 days. Shop with confidence!
Please note that all Made To Order products and Bespoke products are non-returnable.
Please see our Returns Policy for further information or contact our Customer Service team before you place your order if you are unsure.
Confirm your return is eligible
Please Ensure:
- All orders must be returned within 14 days from receipt at your chosen address, safe place or collection point at your own cost.
- All products must not have been used and for lighting not wired or fitted or installed in any way.
- All products must be returned complete with all parts, fixings, drawers, glass, accessories etc.
- All products must be returned in original product packaging.
- All product boxes must not be damaged, ripped or written on and must only be sealed with clear tape.
If you have any questions please view our FAQ's below!
Complete our Request a Return Form
- Please read our non-returnable products list by clicking "returns" (Footer Below) before completing your Returns Request Form.
- Please do not request a return for orders received over 14 days ago - These will automatically be declined.
- We will respond to your Return Request within 48 hours. (Monday – Friday)
Package your items
- Once you have received approval by email, see below.
- Thoroughly read our Returns Information / Returns Policy via the footer below.
- Package your items into an outer box to prevent the product box from being damaged.
- Do not write on, or attach any returns labels onto the product box – outer box only.
- Do not use any tape other than clear tape to re-seal the product box. - clear tape only.
- The product box must be returned back to us in its original condition – no damages.
- Please enclose your DEC order reference number or a print of your Order Confirmation within your approved returns.
Drop it off
We strongly recommend sending your order back to us using a tracked and insured delivery service for your own peace of mind.
Once approved please send your return including your DEC number to:
Returns Department
Central Plant Northern Limited / Care of Decorum Interiors
Central House
Ninth Avenue East
Team Valley
Gateshead
NE11 0EJ
United Kingdom
Product Condition
If the above conditions are not met then we are unfortunately strictly unable to accept your return or issue a refund, credit or exchange.
14 Day Time Frame
If we do not receive your order within 14 days of delivery we are unable to issue your refund and your return will be automatically declined and returned to you. If there are additional charges you will be charged for the return to be sent back to you.
What happens next?
Once we receive your return your item(s) and the above criteria is met we will issue you a refund to your original payment method, Please allow 2-3 working days for the return process and a further 3-5 days for the refund to arrive back into your account.
Note: Please do not send any returns to our Mayfair, London address.
Questions? If you have any questions please view our FAQ's below!
Returns we can not accept:
We are unable to accept returns if:
- The original product box is missing
- The original product box is damaged (including tears from opening)
- Any tape other than clear tape has been used
- The product box has been written on or had labels attached
- The item has been installed, wired, or used
- The return does not meet our full Returns Policy criteria
Please Note:
Terms & Conditions: Upon creating an account with Decorum Interiors you agree to our Terms & Conditions, these Terms & Conditions are also available to view on our website at all times, and you can contact us to request a copy of these.
Damaged Product Boxes: We cannot accept returns where the product box is damaged (including tears from opening), has been sealed using any tape other than clear or has been written on. We are unfortunately unable to replace product boxes so we can not accept any returns where the product box is missing.
Redelivery Charges: If our Returns Policy criteria has not been met once we receive your return, we will be unable to issue a refund your order. You will then need to pay a delivery charge to have your order re-sent back to you, or alternatively you can arrange for your own courier to collect your order from us. Please see our Full Returns Policy below.
Business to Business:
All orders placed which are invoiced and / or delivered to a business address are classed as Business To Business transactions where statutory return rights do not apply, and are therefore subject to restocking fee's or a decline in a return. This includes all trade, business orders (orders invoiced to a business) / B2B orders. There is no 14 day cooling off period for B2B orders.
Returns for unopened, unused, undamaged goods may be accepted at our discretion with a 25% restocking fee.
Home Visit:
If you receive an item that requires attention such as furniture which may need adjustment we may offer a Home Visit, this is brand dependent and subject to the brands discretion. On some occasions where we are unable to rectify the issue we may offer an exchange, please see "Exchanges" above for further information.
Non-Returnable Products:
- Outlet Products
- All Richmond Interiors Products - These are specially imported to the UK for you.
- All Black Edition Products
- All Zinc Textile Products
- All Heathfield & Co Products
- All Romo Products
- Bespoke or Made To Order products including furniture, light shades, bed runners & cushions
- Light Bulbs
- Wallpaper / Wallcoverings
- Reed Diffusers & Candles
- Reed Diffuser Refills
- Home / Textile Sprays
- Home Fragrance Gift Sets
Made To Order Products:
All made to order items are unable to be cancelled after the 14 day cooling off period. After this period production this order is a confirmed order and we can not modify, or cancel with our factories. On this basis Made To Order products can also not be returned.
All furniture from Tommy Franks, or Richmond Interiors on a 12 week+ lead time are Made To Order.
Lead Times - Please be aware that lead times quoted are guidelines and are subject to change due to the nature of Made To Order products, we ask you consider this prior to making your purchase and allow extra time for any movement in manufacturing timeframes.
Samples - Should you require any samples before making your committed purchase, please reach out to the team who can advise you further.
Outlet Products:
These are “Sold As Seen” and are strictly non-returnable (unless electrically faulty in the case of outlet electrical products). Outlet products may have slight marks, or damaged packaging, each flaw will be indicated on the products description. If you require additional photos of the product, please do let us know and we'll do our best to accommodate this.
Electrician & Contractor Fee's:
Decorum Interiors are not liable for any electrician or contractor fee's regarding the installation, replacement or repair of any of our products.
Delivery Fee's:
Delivery charges are non-refundable and will be deducted from all refunds issued. This includes both Standard Delivery services and any upgraded or specialist delivery options selected at checkout, including but not limited to express delivery, white glove delivery, timed delivery services, pallet deliveries, and specialist courier services arranged for fragile or oversized items.
Where an order has already been dispatched, any delivery costs charged to us by our couriers or specialist delivery partners will also be deducted from the final refund amount.
Handling Fee's:
Certain items returned due to a change of mind, incorrect ordering, or items no longer required may be subject to a re-stocking fee.
As many of our products are ordered specifically from our suppliers to fulfil customer orders, suppliers may apply handling and re-stocking charges when goods are returned. Where these charges are passed on to us, we reserve the right to deduct a re-stocking fee from the refund amount issued
- Re-stocking fees typically range from 10%–25% depending on the supplier and product type.
- Original delivery charges are non-refundable.
- Return shipping costs remain the responsibility of the customer unless the item is faulty or supplied incorrectly.
- Items must be returned unused, uninstalled, and in their original undamaged packaging.
- Bespoke, made-to-order, ex-display, outlet, and clearance items are non-returnable - Handling / Restocking fee's are not applicable to these items.
- Any return accepted outside of standard consumer cancellation rights may also be subject to a discretionary re-stocking fee.
Once the returned goods have been received and inspected in line with our Returns Policy, any applicable deductions will be confirmed at the point of the refund.
If you are unsure whether a re-stocking fee may apply before placing your order, please contact our customer service team who will be happy to assist.
Faults & Shortages
All faults and shortages must be reported to us within 48 hours of collection or from receiving delivery of your order to your delivery address or collection point. These faults include missing parts, damaged glass and general flaws.
After 48 hours we cannot accept responsibility for any faults. Replacement parts (where available) would be chargeable after the 48 hours. If you are having renovations done to your home or do not plan of installing the product(s) within the 48 hours we recommend you thoroughly check your product(s) as soon as they are received and store them in a safe location to avoid damage on site. For lighting all electrical faults are covered by the fittings 1 year guarantee and do not have to be reported within 48 hour time period.
Please thoroughly check you are satisfied with all products before installing them. We are not liable for cosmetic damage once they have been installed - it is the responsibility of the customer to inspect all goods prior to any installation work within 48 hours. We cannot accept returns for any cosmetic imperfections reported after the item has been installed, and these will not be considered for return or exchange.
After Care
We pride ourself on friendly and efficient solutions during the unfortunate situation you have received a faulted product and reported this within 48 hours of receipt.
Some of our brands offer a Home Care service where they are able to repair certain concerns at your home, this is to the brands discretion. On occasions where we are unable to directly rectify the issue using the Home Care service, we may offer an exchange dependent on the situation, please see "Exchanges" above for further information.
Bespoke Cushions & Runners - We take great care in making and packing our cushions, but if for any instance they have a blemish, flaw or imperfection, we will send a replacement cushion / runner in exchange.
As a small family business we take great care in ensure products arrive to you safely and in good condition, we will endeavor to do everything possible to ensure that we resolve faults and imperfections where possible with that in mind we appreciate your consideration towards our team and our Zero Tolerance policy.
As a Decorum Customer your statutory rights as a customer are not affected.
Zero Tolerance Policy
Decorum Interiors operates a ‘zero-tolerance’ policy towards aggressive or abusive behaviour. This includes any personal, abusive or threatening comments, bad language, raised voices, sexist discrimination, racist discrimination, homophobic discrimination, physical contact and aggressive gestures.
If our staff receive any verbally abusive behaviour over the telephone they have been instructed to terminate the telephone call and refuse assistance. If any abusive behaviour is given inside any of our premises you will be asked to leave.
if you are unable to communicate with us via telephone, or you prefer to email us please contact us at info@decorum-living.com quoting your order number.
Should you experience a frustrating situation please remember our team are here to help, and with that in mind please kindly remain calm while our team coordinate the issue in hand as swiftly as able.
We would like to continue to offer a professional, friendly and good relation with all our customers alike and with that in mind we greatly appreciate your patience and understand that our team are here to help you...
Returns FAQs
Do you offer exchanges?
In the unfortunate instance your order arrives to you damaged, ensure you contact us by email, or by completing our online form within 48 hours. We will arrange a replacement product exchange and redelivery on the same in order to reduce our carbon footprint and avoid our customers waiting for two separate deliveries. Faults must be reported with 48 hours including over weekends, bank holidays or Christmas closure.
Please note: We are unable to uplift your faulted product and redeliver the replacement product on two separate dates.
Product Packaging: Please ensure you keep all product packaging safe, do not tear, shred or dispose of as if we need to arrange an exchange or collection the product must be in it's original packaging, undamaged, sealed only with clear tape and unwritten on.
What can I do if it's been over 14 days?
We offer a 14 day refund policy on all goods that are not outlet, reduced or ex display, you must notify us in writing and return the goods to us within 14 days from receipt, after this period of time we are unable to accept returns or exchanges and your order will be declined and returned to you. If you are unsure if the product you are ordering is a stocked item or special order, please contact us before ordering, a member of our Customer Service team will be happy to answer any question you may have. Further information on Special Orders, Personalized, Bespoke, and "Made To Order" products is listed below.
After 14 days we are unable to process any returns, exchanges, credit notes or refunds.
What product condition must the returned item(s) be in?
All returned items must be unaltered, unwired, and in original packaging with all ceiling fixings and parts and instructions.
Product Packaging:
The product box must not be written on, damaged or sealed with any tape other than clear tape - refunds will be declined if the product box is returned to us damaged, written on or if any tape other than clear packing tape is used. This will result in the product being retuned back to you and you may be charged extra for the re-delivery cost.
Can I return special orders?
Special orders, Online orders (non-stock items) will incur a 25% restocking / handing charge and are to be returned at your cost. This cost is incurred to us by our suppliers to return the item back to them and for administrative charges and shipping. Special Orders include all items of furniture from Tommy Franks and Kensington. Once an order is placed online and we have placed your order with our suppliers we are unable to cancel your order without a handing charge incurred to us from our supplier.
The 25% restocking / handling charge is incurred if you decide to cancel an order once it has been placed or if you wish to return an item to us following the criteria on our 14 day Returns Policy.
Please contact us at info@decorum-living.com to confirm if the item you are interested in is stocked or is a special order before you place your order with us. A member of staff will be more than happy to assist you and clarify any questions you may have.
Can I return reduced/sale/promotional or price drop products?
Reduced items that are not ex-display / outlet can be returned within 14 days in original packaging and will receive a credit note with a 1 year expiry. This is providing our Returns Policy Terms & Conditions have been met.
Which products are non-returnable?
These include:
- Bespoke or Made To Order products including shades, bed runners & cushions
- Light Bulbs
- Wallpaper / Wallcoverings
- Reed Diffusers & Candles
- Reed Diffuser Refills
- Home / Textile Sprays
- Home Fragrance Gift Sets
- Light Shades can not be returned if their cellophane has been removed.
- Outlet Products
- All Richmond Interiors Products
- All Heathfield & Co Products
- All Black Edition Products
- All Zinc Textile Products
- All Romo Products
We do not offer a Credit Note / Exchange or Refund on the above item(s).
What are Bespoke / Made To Order products?
Bespoke & Made To Order items are strictly non-returnable and cannot be cancelled once your order has been placed with us. Please call or email us to confirm if the items you are ordering are bespoke items. All Heathfield & Co products are Made To Order and can not be cancelled or returned once ordered, this also applies to Romo, Black Edition and Zinc Textile products as these cushions are Made To Order.
Our Decorum Interiors and Luxe Casa luxury cushions & runners are all specially handmade to order for you and are on a 15-20 working day lead time. We ensure the highest level of quality goes into all of our made to order & bespoke cushions, and for this reason we don't like to rush the production.
No returns, cancellations or exchanges are offered on all made to order & bespoke products once ordered.
We take great care in making and packing our cushions, but if for any instance they have a blemish, flaw or imperfection, we will send a replacement cushion / runner in exchange.
Can I return ex-display products?
These are “Sold As Seen” and are strictly non-returnable (unless electrically faulty). This includes full priced and sale Ex Display items. Many ex display products may have slight marks, or damaged packaging, each flaw will be indicated on the products description.
If you require additional photos of the product, please do let us know and we'll do our best to accommodate this.
Can I return an outlet product?
These are “Sold As Seen” and are strictly non-returnable (unless electrically faulty in the case of outlet electrical products). Outlet products may have slight marks, or damaged packaging, each flaw will be indicated on the products description.
If you require additional photos of the product, please do let us know and we'll do our best to accommodate this.
You are also welcome to view the product in person in our warehouse, please do let us know and we'll arrange this to be ready for your inspection.
Can I return light bulbs & electrical accessories?
All Bulbs & Electrical accessories including LED drivers and all other electrical accessories are non-returnable.
Can I return reed diffusers, refills, fragrance sprays and candles?
All Reed Diffusers, refills, room sprays, textile sprays, reed diffuser sticks and candles are non-returnable once opened. This is to ensure that the quality of the product is maintained and is suitable for re-sale.
Can I return shades?
Shades are all applicable for a 25% restocking fee and must be returned complete with the original cellophane.
All Heathfield & Co shades are bespoke / made to order and can not be cancelled once ordered, or returned once received.
Can I return wallpaper and wallcoverings?
All wallpaper is non-returnable, Decorum Interiors are not liable for any roll calculations resulting in excess rolls or shortages. Roll quantities are to be supplied by your decorator. All wallpaper / paste / paints can not be returned or exchanged.
Will you cover electrician & contractor fee's?
Decorum Interiors are not liable for any electrician or contractor fee's regarding the installation, replacement or repair of any of our products.
