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Frequently Asked Questions




Christmas Orders

 

Do you have an extended returns period for the Christmas period?

Yes. We will accept returns on items purchased between Monday 14th November and Sunday 31st December up to and including 16th January 2023.

We hope that you, or the loved ones you are gifting to, are delighted with your jewellery. However, if you are not we will happily organise a refund or exchange for you, providing that you notify us by 16th January 2023 and the item is unused, in the same condition that you received it and in the original packaging. After notifying us of your return you then have 14 days to return the items to us so that we can process your exchange/refund.

As usual, the following items are non-cancellable, non-refundable and non-exchangeable:

  • Personalised items that are custom made and/or ordered with your choice of name, message or another customised aspect that makes the item unique to your requirements and therefore cannot be re-sold.
  • For hygiene reasons, we are unable to accept returns on earrings (unless faulty).
  • Sale items (unless faulty) are non refundable but can be exchanged.

We do not take responsibility for or replace any jewellery that has clearly not been cared for appropriately as per the recommendations in our care guide.

All of our other terms re returns/exchanges apply - please see the Returns section further down in this FAQ for more information.

 

Are you anticipating delays with delivery this year?

Yes, Royal Mail workers are planning national strike action on Thursday 1 December, Friday 9 December, Sunday 11 December and Wednesday 14 December 2022 December 2022, so we expect our delivery times to be impacted by these. However, we use Special Delivery and Tracked services which Royal Mail have assured us will be prioritised during these times.

Unfortunately, the full impact of these strikes are unknown and are out of our control. For any particularly time-sensitive gifts (e.g. December birthdays), we encourage you to order well ahead of time and to select Special Delivery at checkout to avoid disappointment caused by delays in delivery by Royal Mail.

This information is subject to change and we will endeavour to keep this page updated with the latest news. However, you can also find the latest update from Royal Mail here.

 

Why are you not using a different delivery service at this time?

 

When is your last order date for pre-Christmas delivery?

Our last order date for pre-Christmas delivery is Midnight, Tuesday 20th December.

 

Orders and Payment

 

How do I know my order is confirmed?

Once you’ve completed your purchase, we will send you an Order Confirmation email which is automatically generated from our system. Please check your junk mail or spam folders if you can’t find it.

If you haven’t received it within a few hours and you can’t find it in your junk/spam folders please contact us on customerservices@decadorn.com and we re-send it to you.

 

Can I amend or cancel my order?

You may be able to cancel or amend your order if it hasn’t been processed or dispatched. Please contact customerservices@decadorn.com with your order number.

 

How can I pay?

We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal, Shop Pay and Apple Pay.

 

Is payment secure?

Our store is hosted by Shopify which offers level 1 (the highest level) PCI DSS (Payment Card Industry Data Security Standard) compliance.

This means that all credit/debit card details you enter into our site are completely secure and protected. The Decadorn team never sees or stores your financial information.

 

How do I use a promotion code?

To redeem a promotion code, add the code to the ‘Gift card/discount code’ box at checkout. To do so, you must proceed through full checkout - not an express checkout option.

Promotional codes are for non-sale items only.

Only one discount code is redeemable per transaction, multiple codes cannot be used at the same time.

 

What do I do if my promotion code isn’t working?

Promotional codes will not be accepted by our website if you have ‘create your own’ items in your basket. But we can still honour them providing they are valid. In this instance please go ahead and place your order and then email us at customerservices@decadorn.com with your order number and your promotional code. We will then refund you the amount as per your promotional code.

 

Can I order in store?

No. We are currently an online-only store and do not have any physical stores.

 

Who can I contact about my order?

If you have any questions about your order please contact our customer care team at customercare@decadorn.com quoting your order number. They will respond to your email within 48 hours Monday-Friday.

 

I have emailed customer services / messaged you on Instagram and haven’t received a response. What should I do?

If you have a query about your order it’s always best to email us at customerservices@dcecadorn.com rather than message us on Instagram. We are a small team and respond to emails during the hours of 9-5pm Monday-Friday. It can take us up to 48 hours to respond to queries during busy periods but rest assured one of our team will get back to you as soon as they can. We thank you for your patience.

 

Custom Orders and Gifting

 

Do you offer gift wrapping?

Gift wrapping is available for £3.50 (per item). When ordering each product you will be asked if you would like to add gift wrap. This includes beautiful printed wrapping paper, a ribbon and a gift tag. If you would like to add a personalised note to the gift tag, this can be added in the “notes to seller’ box when you view your cart.

 

Can I order gift vouchers?

To purchase a gift voucher for Decadorn.com please see our Gift Vouchers page. Gift vouchers are available to buy in amounts of £25, £50, £100 and £200. The gift voucher will be emailed to you. Physical gift cards are not currently available.

 

How can I use my gift voucher?

To redeem a gift voucher, simply enter the gift code in your gift voucher email in the ‘Gift card/discount code’ box at checkout.

 

I can’t find exactly what I want on your website - do you make bespoke items?

We offer many bespoke items on our website through our ‘Create Your Own’ options. However, if you still can’t find what you are looking for, please email us at customerservices@decadorn.com to discuss a custom request. We can’t make any guarantees, but we will be happy to discuss your idea with you and help fulfil this if we can.

 

Shipping

 

When are items dispatched?

Items are dispatched as soon as possible, usually within 2-4 days of order. At busy times our make and ship time may be longer, but we will always communicate this on our website header.

If you require an urgent delivery please contact us when ordering or add a note to your order and we will do our best to meet your requirements. Please note during sale periods and Christmas delivery times can take a little longer.

Pre-order items are clearly marked with the estimated delivery date. These items are not currently in stock but will be reserved for you once the order is placed. All orders that contain a 'pre-order' item will be shipped together once all items are in stock.

 

What is the postage method in the UK?

All items are shipped Royal Mail 48hr Tracked (Letterbox delivery) at £3.95. You will receive text messages to follow your parcel's journey.

Special Delivery for £6.95 can be selected which is a signed for method.  Someone must be in to sign for and receive this delivery, otherwise, a calling card will be pushed through your letterbox to rearrange delivery.

All orders over £150 qualify for free UK Royal Mail Special Signed Delivery.

 

Do you ship to Northern Ireland?

Yes, we ship to Northern Ireland as per our UK postage methods and rates.

 

Do you ship to The Republic of Ireland?

At present we are not shipping to the Republic of Ireland.

 

Do you ship to Europe?

At present we are not shipping to Europe.

 

Do you ship internationally outside of the UK and Europe?

Yes, we do ship to many countries outside of the UK and Europe - to confirm whether we deliver to your country, add your desired products to your cart, proceed to the cart page and check if your country is available for selection. If it is, once selected you will see the associated shipping costs. We send all items by 'international signed for' delivery.

 

How do I track my order?

When your order has been dispatched you will receive a dispatch email. You can track your order by referring to your tracking details in this email.

 

Does my order need to be signed for?

All items shipped by Royal Mail 48hr Tracked do not need to be signed for. These will be posted through your letterbox. If you selected Special Signed for Delivery at checkout (or your order is over £150 and qualifies for free delivery) someone must be in to sign for and receive this delivery, otherwise, a calling card will be pushed through your letterbox to rearrange delivery.

 

Help! I haven’t received my item.

Very occasionally for reasons beyond our control, post can be delayed or lost in transit. If you think your order may be delayed or lost, we will do all we can to help. Please contact us on customerservices@decadorn.com with your order number if you have not received your parcel within 10 days of dispatch in the UK or 2 weeks for the rest of the world.

 

Returns

 

Do you accept returns or offer exchanges if I change my mind about an item?

We hope that you are delighted with your jewellery, however, if you are not we will happily organise a refund or exchange for you, providing that you notify us within 14 days of purchase and the item is unused, in the same condition that you received it and in the original packaging. After notifying us of your return you then have 14 days to return the items to us so that we can process your exchange/refund.

We do not take responsibility for or replace any jewellery that has clearly not been cared for appropriately as per the recommendations in our care guide.

 

Do you accept returns or offer exchanges if an item is damaged or faulty?

All of our items udergo a rigorous quality check before they are dispatched but there may be rare occasions where a fault is missed, or an item becomes damaged in transit. If you receive a faulty or damaged item, this is covered by our 6-month warranty.

Please email us on customerservices@decadorn.com with your order number and a photo of the item to organise a return and replacement.

Please do not attempt to repair an item yourself as this will void your warranty.

 

What items cannot be returned or exchanged?

The following items are non-cancellable, non-refundable and non-exchangeable:

  • Personalised items that are custom made and/or ordered with your choice of name, message or another customised aspect that makes the item unique to your requirements and therefore cannot be re-sold.
  • For hygiene reasons, we are unable to accept returns on earrings (unless faulty).
  • Sale items (unless faulty) are non refundable but can be exchanged.
  • Chocolate is non-refundable due to it being a perishable item.

If you purchased a Decadorn item from one of our independent stockists, you must return the item to them directly - we cannot accept returns on items that have not been purchased directly through our website.

 

Can I order lots of items so I can see them and then return the ones I don’t want?

While we appreciate that sometimes an item is just not right and you will want to return it, we do want to note that we are an independent business and hand-finish all items to order in our studio (we do not dispatch ready made items from a warehouse).

We therefore discourage purchasing lots of items with the intention of only keeping one or two. Unfortunately, if too many people did this we would not be able to continue operating.

If you require any help in choosing items to meet your needs our customer care team would be happy to help - they can be contacted on customerservices@decadorn.com.

 

The item I received is not what I ordered. What should I do?

All of our orders are individually handled by on of our team members in our London Studio and it is rare that an incorrect order is sent. But, if this does happen please let us know within 14 days from the date of purchase and we can organise for the item to be returned and the correct item to be sent. The item must be unused, in the same condition that you received it and in the original packaging. Please email customerservices@decadorn.com to organise this.

 

How can I return my Items?

To begin the return/exchange process please email customerservices@decadorn.com with the following information:

  • Your name
  • Your order number
  • Your reason for wanting a return/exchange
  • A photo of the item if returning due damage or a fault
  • Whether you want a return or an exchange, and if an exchange - what product you’d like instead.

If you are returning the item because you have changed your mind, you will be responsible for paying for your own postage costs for returning the item. Shipping costs are non-refundable. Please use a trackable method (such as Royal Mail recorded delivery) to ensure safe delivery to our studio. We cannot be held responsible for returns that are lost in transit.

If you are returning the item because it is damaged, faulty or the incorrect item was sent, Decadorn will cover all of the associated return shipping costs and will provide instructions on what you need to do.

Once your return is received back with us and inspected, we will send you an email to notify you that we have received your returned item and what will happen next.

 

How long does it take to receive a refund?

We aim to process all returned orders within 14 working days. However in some cases, this time frame may be extended to 30 working days during the busy time of year. All refunds will be credited to the original credit card. Please note that if a refund/exchange is due to change of mind, shipping costs are not refundable.

 

Product Sizing

 

I’m not sure what necklace length to choose. Can you help?

Yes. Please see our chain guide for details on our chains and necklace lengths.

If you need any further help please contact our customer care team on customerservices@decadorn.com.

 

Materials

 

What materials do you use in your jewellery?

At Decadorn we strive for long-lasting jewellery but we are sensitive to the affordability of our pieces, so we use either sterling Silver, Gold plating or Gold fill to balance longevity with affordability. Many of our pieces also contain semi-precious gemstones and/or Pearls.

For full details on our materials please see our materials and care guide.

 

Are your items solid gold or gold plated?

All of our gold chains are plated with a thick layer of 18ct gold over a brass base. They are plated with a gold thickness of 1/4 microns, making our chains strong and durable.

We use gold fill for our earring fittings.

Our gold charms are 18ct gold plated over either a brass base or sterling silver.

For full details please see our materials and care guide.

 

Warranty and Care

 

Do you offer a warranty on your items?

Our items come with a 6-month warranty as standard. This covers manufacturing faults – loose posts on earrings and clasps on chains. In these instances, we can repair or replace the item.

The 6-month warranty is void if damage is caused by customer mis-use and the item has clearly not been cared for appropriately. This includes damage caused by inappropriate storage, perfumes, chemicals, water, heat exposure and general wear and tear. Tarnishing or discolouration are not faults but natural reactions that are sped up through inappropriate care.

Please do not attempt to repair an item yourself as this will void your warranty.

Our Care Guide and Care Cards provide information on how best to care for and store your treasures to keep them looking their best.

Any damage to any items that exceed 6-months cannot be repaired.

 

What do I do if my jewellery is lost or stolen?

Unfortunately, our warranty does not cover the loss or theft of any pieces. We would advise you to contact your home, contents or travel insurance company to make a claim with them directly. We are happy to provide any proof of purchase information that you may need - this can be requested by contacting customerservices@decadorn.com.

 

How should I care for my jewellery?

Sterling Silver, Gold-plated and Gold-fill jewellery can oxidise when exposed to air, humidity, sweat, perfume, cosmetics or other chemicals and is therefore prone to tarnishing over time. Plating will also wear off with regular use over time and gemstones and pearls can fade or discolour if mistreated. However, if cared for and stored appropriately your jewellery will last longer without tarnishing or discolouring.

We want you to be able to wear and enjoy your Decadorn treasures every day for many years to come. Please read our Care Guide for full details on how we recommend you store and care for your pieces to ensure their longevity and keep them looking their best.

 

Does your jewellery tarnish?

Sterling Silver, Gold-plated and Gold-fill jewellery can oxidise when exposed to air, humidity, sweat, perfume, cosmetics or other chemicals and is therefore prone to tarnishing over time. To keep your jewellery looking its best please follow the instruction in our Care Guide.

 

Why is my necklace chain tangled?

If stored inappropriately necklace chains can become easily tangled. To help prevent your necklaces from getting tangled, fasten the chains before storing them and, where possible, store them individually and not alongside other chains. We cannot take responsibility for any chains that become tangled.

 

I have lost one earring. Can you help?

This depends on how long ago the earrings were purchased and whether we still have the stone and findings in stock. To see if we can help please contact our customer care team on customerservices@decadorn.com with details of the earrings.

 

Do you offer a replating service?

If cared for correctly, the plating on your jewellery should last for many years. Unfortunately it will wear faster through mis-use and contact with direct sunlight, chemicals and water.

if you have any concerns about the plating on your items and would like to discuss this further please contact customerservices@decadorn.com with your order number and a photo of the item.

 

Sustainability

 

What packaging do you use?

We strive to use sustainable packaging to ensure your treasures reach you in perfect condition, with minimal impact on the environment. Gift boxes, pouches, envelopes: it’s recyclable, biodegradable, FSC certified or made from recycled materials.

 


If your question is not answered in our FAQ please contact us on customerservices@decadorn.com. If you have an order number, please let us know in your email to us as this will help us deal with your query more quickly and effectively.