Refund Policy

The short version

You have 30 days from delivery to start a return. Items must be unused and in their original packaging. Once we have the item back, your refund goes to the card you paid with within 10 business days.

Starting a return

Email support@decolumo.com with your order number and what you want to send back. We reply with the return address. Do not post anything before you have that address, because parcels sent to the wrong place are hard to trace.

Condition

Items need to come back unused, in their original packaging, with any tags still attached. We check returns when they arrive. If an item comes back used or damaged we will contact you before doing anything, and we may offer a partial refund instead of a full one.

Return postage

If you are returning something because you changed your mind, you pay the return postage. If the item was faulty, damaged in transit, or not what you ordered, we pay it. Get proof of postage either way.

Faulty or damaged items

Email a photo within 14 days of delivery. We send a replacement or refund you in full, including the return postage, and we do not ask you to pay anything to put it right.

What we cannot take back

Items that have been used, items returned without their original packaging, and anything sent back more than 30 days after delivery. Gift cards are not refundable.

Refunds

Refunds go to the original payment method. We issue them within 10 business days of receiving the return. Your bank usually posts the money within a further 3 to 5 days. We cannot refund to a different card or to a bank account.

Charges appear as Decolumo.com on your statement, so that is the line the refund will sit against.

Cancelling before dispatch

Email us within one hour of ordering and we can usually stop it before it ships. After that, wait for it to arrive and return it under the process above.

Exchanges

We do not run exchanges. Return the item for a refund and place a new order. That is faster than holding stock while a parcel travels.

Questions

Email support@decolumo.com. Decolumo is operated by Primecore LLC.