Returns & Exchanges
Items can be returned or exchanged within 14 days of delivery. If 14 days have gone by since the day of delivery, unfortunately we will not be able to offer you a refund or exchange. Please make sure the items are complete, in perfect condition — unused, unwashed, undamaged — with attached labels and original packaging. Once we receive the items back, they will be inspected. We will send you a confirmation to the email address you provided.
Note: We can only review "return and exchange" requests for orders if the product(s) are defective or damaged. All other reasons for "return or exchange" are to the sole discretion and approval of Decor Lane; kindly reach out to us at email@example.com
Steps To Follow:
- Kindly email us at firstname.lastname@example.org with pictures or a video of the product in its original packaging (i.e. the outer packaging as well as the inner packaging) that supports your reason for the requested Return, Exchange, or Replacement.
- Upon approval you will receive the address of the closest warehouse where you can mail the product you would like to return.
- To assure your refund please use either FedEx or UPS to return your items. We will also require the tracking number so that we can track the parcel if needed. We will not be responsible for lost or missing packages. It is the customer's responsibility to pay the cost of shipping for returns.
- Kindly make sure you send the item back as a gift as we will not be able cover customs fees for returns.
Refunds: are issued for the full selling price (this excludes shipping costs & the 10% restocking fee). The money will be deposited back to the original method of payment. Please allow 10 business days for the refund to process.
Late or Missing Refunds:
- If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Exchanges: are managed on a case-by-case basis. Our customer service team will get in touch to discuss further details.
When Will I Receive My Exchange?
Your new order will be released for processing as soon as our warehouse has received and inspected your return. All orders will take an additional 1 - 2 business day to process and ship from our warehouse, regardless of the shipping method.
If you are exchanging for a lower value item, we will issue a partial refund back to your original method of payment. Please allow up to 10 business days for this credit to appear on your bank statement. If you are exchanging for a higher value item, we will email you a custom invoice to pay for difference in price. As soon as this has been paid, your new order will be released for processing.
Returns – Exchanges Exclusions:
- We do not exchange or accept returns on Final Sale items, purchases made through Gift Cards, and custom orders. The Return Shipping costs must be covered by the customer.
- If an item is returned outside the 14-day window or is not in compliance with our Return Policy, we reserve the right to refuse the refund and return the item to you.
- Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
- Buyer no longer wants the items - this is the most common example which we cannot honour if we want to continue offering great value at Decor Lane. The buyer should be sure that they want the items before placing an order. All information such as product specifications, the material the product is made of, what will be included, and clear images of the item are available directly on the product page.
- Buyer has ordered the wrong size. We cannot honour this as we have provided clear measurements, size guides, and warnings to measure your item before your purchase.
- Buyer has ordered the wrong color of their item. We also provide detailed images to show you the color of the item you will be receiving.
- Buyer found the same items cheaper somewhere else. Buyer should be confident that he or she is ready to pay the asking prices before submitting an order.
- All chandeliers are thoroughly tested prior to shipment. We reccomend customers to use a certified electrician for installation to ensure proper installation and safety. We are not liable for any damages or injuries resulting from improper installation by uncertified individuals. If you receive any crystals which arrive broken, kindly reach out to our customer care team who will send you replacement for damaged crystals.
- Breakable items such as plates, teacup sets, bowls, glasses, and chandeliers are not eligible for return as we cannot be assured that the items will not break in transit.
- During these uncertain times of the COVID era, we as a company have taken initiative to be more conservative with the authorizing of returns for items that can raise a hygienic hazard or risk to our staff. These items include, duvet covers, duvet inserts, pillows, protectors, and featherbeds.
Chandelier Policy and Safety Guidelines
At Decor Lane, we take great pride in delivering high-quality and safe chandeliers to our valued customers. We are deeply committed to ensuring the safety and satisfaction of our clients. In order to fulfil this commitment, we go to great lengths to thoroughly test and inspect each and every chandelier. To ensure proper installation and safety, we kindly request that you adhere to the following:
- All chandeliers are thoroughly checked for quality and functionality before shipment. We ensure that each chandelier is in working condition before it leaves our warehouse.
- Customers must use a certified electrician for the installation of our chandeliers to ensure proper installation and safety.
- Our company cannot be held liable for any damages or injuries resulting from improper installation by uncertified individuals.
- Turn off the power supply before installation or any maintenance work.
- Ensure that the ceiling box can support the weight of the chandelier.
- Install the chandelier at a safe height, where it is not in the way of people passing by.
- Avoid using any chemicals or abrasive cleaning agents on the chandelier.
- If the chandelier is damaged during installation, the customer must notify our company immediately and provide detailed documentation and photographic evidence.
Why Am I Being Charged A Restocking Fee?
When an order is placed, there are certain fees such as credit card processing fees as well as logistics fees that are simply unrecoverable to the company whether an order is completed or not. What this means is, if an order is cancelled or returned, a 10% restocking fee will be assessed. This amount will be deducted from the total refund eligibility. We as a company wanted to continue offering great value here at Decor Lane, and therefore had to take these costs into account.
Can I Cancel My Order After It Has Been Placed?
Unfortunately, we are unable to cancel your order once it has been placed as processing begins as soon as your order has been confirmed. If you would still like to request a cancellation, there will be a 10% cancellation charge to cover transaction processing and logistics fees which are unrecoverable to the company. Once your order has been shipped, we are unable to cancel your order.
What if I selected the wrong size or color when placing an order?
During the order processing phase which generally lasts 3-5 days, we have the ability to ammend your order for any errors. If for some reason, you have selected the wrong size or color, kindly reach out to us via Live Chat or via email and inform us as soon as possible so we can do our best to have your order ammended. Also, please note that if you have selected the wrong size or color, we will do our best to find you a suitable option which is most similar to your original selection or if there is a specific item that you have already found, you can simply share your selection with us. If there is a difference in amount from your original selection and one of the options we share with you, you will either be eligible for a refund for the difference amount or will be liable to pay the balance due. If you still decide to not go through with your order and would like to cancel, please note that there will be a 10% restocking fee which will be assessed. Lastly, please note that once your order has been shipped, we are unable to make any further changes to your order.
How Do I Send Back An Item?
Kindly use FedEx or UPS tracked shipping to send the goods back to us. We strongly recommend obtaining a tracking number from your carrier. Items lost in transit are not eligible for a refund. We reserve the right to reduce your refund in order to compensate for any damage the items may have experienced during the process of return.
What If The Item Is Defective?
If you have received an item with a manufacturer’s defect — we will review the issue at hand and will assist you with the best possible solution. Please reach out to our customer service team within 14 business days of delivery and we’ll be happy to help.
Delivered But Not Delivered
All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact the courier company as soon as possible to investigate this issue.
We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.
Can I Refuse My Order Delivery?
Please don’t refuse a delivery. Unfortunately, refused deliveries will incur a cost of the original delivery plus the return cost. Any refund made will be minus the total delivery and return cost in the case of refused deliveries.
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