Frequently Asked Questions

How will the charge show up on my statement?

Charges appear as Decolumo.com on your statement. If you see a charge you do not recognise, email us with the date and the amount before you call your bank and we will find the order.

Where do you ship?

We ship within the United States. Orders are processed in 1 to 2 business days, then usually take 4 to 6 business days in transit.

Is shipping free?

Yes, on every order, with no minimum. Tracking is included and the number is emailed to you when the parcel leaves.

Can I change or cancel my order?

Email us within one hour of ordering and we can usually stop it. After that it is with the warehouse, so wait for it to arrive and send it back under the normal return process.

What is your return window?

30 days from delivery. Items need to be unused and in their original packaging. Full detail is in the Refund Policy.

When do I get my refund?

Within 10 business days of us receiving the return. It goes back to the card you paid with. Your bank may take a few days more to post it.

Something arrived broken. What now?

Email a photo to support@decolumo.com within 14 days of delivery. We send a replacement or refund you, and you do not pay return postage.

How do I reach a person?

Email support@decolumo.com. We read every message, Monday to Friday 8:00 to 17:00 and weekends 9:00 to 16:00.