Decords combines in-house production, tracked order records and clear customer-service procedures to resolve genuine product and delivery problems. The protections below explain what customers can expect without replacing the detailed Shipping Policy, Return & Refund Policy, Terms and Conditions or mandatory consumer rights.
Order accuracy and production-quality support
Orders are checked against the approved product, size, design and personalization information before dispatch. If an item arrives incorrect, damaged or with a verified production defect, contact Decords promptly with the order number, description and clear photographs. The issue will be assessed and the appropriate remedy provided under applicable law and store policy. Depending on the circumstances, this may include replacement, correction, partial refund or refund.
Delivery-issue protection
When a tracked parcel is delayed, lost, misdelivered or returned because of a carrier error, Decords reviews the tracking history and, where necessary, opens an investigation with the carrier. A suitable remedy is confirmed after the available evidence is reviewed.
Carrier investigations can require time and cooperation from the recipient. Customers should monitor tracking, respond to carrier requests and contact Decords before a parcel is destroyed, abandoned or automatically returned. Full delivery rules are in the Shipping Policy.
90-day returns for eligible standard products
Decords provides a 90-day commercial return period for eligible unused standard products. The period and required condition are explained in the Return & Refund Policy.
Sale items, custom-made products, personalized products and special orders are normally excluded from change-of-mind returns unless mandatory law requires otherwise. A return should not be sent until the correct return instructions and address have been confirmed.
Mandatory consumer rights remain in force
The Decords commercial policies do not remove rights that cannot legally be excluded. If mandatory consumer law provides a stronger remedy, that law takes priority.
Product warranty
Warranty coverage depends on the product, issue, installation, use and applicable conditions. Keep the order confirmation and supporting photographs. Eligible products can be registered on the Activate Your 2-Year Warranty page. Registration does not replace statutory rights or prove that an unrelated issue is covered.
Free standard worldwide shipping
Free standard worldwide shipping means that no separate standard-delivery charge is added at checkout. It does not include optional faster services or additional carrier costs caused by an incomplete address, refused delivery, repeated delivery attempts, return to sender or reshipment.
Orders delivered to the United States are shipped DDP (Delivered Duty Paid). Decords handles the required customs declarations and prepays all applicable U.S. import duties, tariffs, import taxes, customs fees and customs-clearance costs. The total shown at checkout is the final amount for the order, and no additional U.S. import charge is due on delivery.
For destinations outside the United States, import duties, taxes or local charges depend on the destination, applicable rules and the carrier service used.
Secure checkout and payment processing
Available payment methods are shown during checkout and can vary by device, country, currency and payment-provider availability. Payment details are processed through the checkout and payment providers used by the store. Decords does not ask customers to send complete card details by email or contact form.
Established business and identifiable company
Decords is operated by AnOL OÜ, an Estonian company registered on 16 July 2012. The production location is in Tallinn, Estonia. Company registry and contact information are available on the Contact Decords and About Decords pages.
What customers need to do
- Review the product description, dimensions, material and intended surface before ordering.
- Check spelling, orientation, crop, colors and measurements before approving custom artwork.
- Use a complete and deliverable shipping address.
- Follow the product-specific installation and care instructions.
- Keep the order confirmation, packaging and photographs when reporting a problem.
- Contact Decords before returning, altering or disposing of an item connected to a claim.
How to request support
Email info@decords.com or use the contact form. Include the order number, customer name, product, issue, date discovered and supporting photographs or video where relevant.
Frequently asked questions
Is every order automatically eligible for a full refund?
No. The correct remedy depends on the reason for the request, product type, condition, timing, evidence and applicable law. Custom and personalized items are treated differently from unused standard products returned because the customer changed their mind.
What happens if tracking says delivered but I did not receive the parcel?
Check the delivery location, household members, reception area and carrier notifications, then contact Decords with the order and tracking numbers. The carrier record will be reviewed and an investigation opened where appropriate.
Does free shipping cover a second shipment after a failed delivery?
Not automatically. When delivery fails because the address was incomplete, the parcel was refused or it was not collected, additional return and reshipment costs can apply. Carrier-error cases are reviewed separately.
Does the warranty cover unsuitable walls or incorrect installation?
Coverage depends on the product and facts. Adhesion and removal are affected by paint condition, curing, wall texture, contamination, moisture, heat and installation. Follow the supplied instructions and test uncertain surfaces before a large installation.
Where can I see all customer policies?
Review the Shipping Policy, Return & Refund Policy, Terms and Conditions, Privacy Policy and Frequently Asked Questions.
