When something isn't right, here's the path back.
We want every piece to feel right at home. If it doesn't, eligible orders may be returned or exchanged within thirty days of delivery. Anything that arrives defective or damaged, we replace at our expense — other returns are considered case by case, subject to a 10% restocking fee.
Eligibility & the thirty-day window.
Returns and exchanges are welcome within thirty days of the courier's confirmed delivery date. Beyond this window, we're unable to process a refund or exchange.
To be eligible, items should come back to us complete and in original condition — unused, unwashed, undamaged, with labels attached and both outer and inner packaging intact. Once your return arrives, our team inspects it and confirms by email to the address on file.
It shouldn't happen — but if it does, we'll make it right. Simply email info@decorlane.com within 7 days of delivery with a couple of clear photos or a short video showing the issue alongside the original packaging in the same frame. Genuine defects and shipping damage are replaced at our expense, or fully refunded where a replacement isn't possible. Reports that reach us well after delivery may fall outside what we can cover, as transit damage can no longer be told apart from in-home wear.
Returns or exchanges for any reason other than a defect or damage remain at Décor Lane's discretion and are subject to the terms below.
How to initiate a return.
Write to info@decorlane.com with well-lit photographs or a short video of the piece beside its original packaging — inner and outer — and a line on your reason.
We'll reply with the nearest warehouse address for your return, along with any handling notes specific to the piece. Please wait for approval before sending anything back — unapproved returns can't be accepted.
Send it via insured, tracked FedEx or UPS, at your expense, within fourteen days of approval, and share the tracking number once it's on its way. Pieces lost or damaged on the return journey are the sender's responsibility, so we recommend declaring full value with the carrier.
For returns crossing borders, mark the parcel as a returned gift so no customs fees apply on the return leg.
Refunds, restocking & exchanges.
Approved refunds return to your original payment method within ten business days of inspection, covering the full selling price of eligible merchandise, less original outbound shipping and a 10% restocking fee on the merchandise subtotal.
If a returned piece doesn't match the reason reported, we may be unable to accept it — our team will reach out to talk through next steps.
Exchanges are arranged case by case. Once your return is received and inspected, your new piece is prepared and ships within one to two business days.
Exchanging for something less? The difference returns to your original payment method within ten business days. Something more? We'll send a simple invoice for the balance before the new order ships.
A piece received as a gift is welcome back for an exchange or a Décor Lane gift voucher. Refunds are issued only to the original payment method used at purchase.
If a refund hasn't appeared within the stated window, it's worth checking with your bank or card issuer first — their processing times sit outside our control. Still nothing? Write to us and we'll trace it with you.
A note on the restocking fee: the 10% reflects the transaction and logistics costs an order can't recover once it has been placed and returned. It's what lets us keep our pricing honest for everyone.
Warranty & our guarantee.
We stand behind everything we make. Each piece is quality-checked before it leaves the atelier, and covered once it reaches you.
Every Décor Lane piece is covered for twelve months from delivery against manufacturing defects — faults in materials or workmanship under normal domestic use. If something covered goes wrong, email info@decorlane.com with your order number and a photo or short video, and we'll repair, replace, or refund as appropriate.
Confident in our pricing — and happy to prove it. Find the same piece for less elsewhere and let us know; we'll do our best to match it.
Many of our pieces are made by hand across our workshops, so slight variations in finish, grain, tone, or measurement are natural marks of the craft rather than faults — part of what makes your piece one of a kind. Screens can also render colour a little differently, so product photography is a faithful guide rather than an exact match. These characterful differences aren't considered defects.
The warranty doesn't extend to normal wear, accidental damage, or misuse. For chandeliers and hardwired lighting, a licensed electrician must carry out installation: installation by anyone else voids the warranty and releases Décor Lane from liability for installation-related defects, malfunction, or injury, and damage occurring during installation rests with the installer. Full installation and care guidance is provided with every lighting piece.
What we're unable to accept.
A few categories, by their nature, sit outside our return policy. A quick read before you order saves any surprises.
Items individually marked Final Sale or Clearance, gift-card purchases, and bespoke or custom pieces are non-returnable and non-refundable. Made-to-order pieces enter production the moment payment is received, so they cannot be cancelled once underway. Everyday seasonal sales and checkout discount codes do not make an order final — those orders return under the standard terms above.
Plates, bowls, glassware, teacup sets, and chandeliers can't be returned — once they've travelled, their condition on a second journey can't be guaranteed, and the cause of any breakage can't be reliably traced. Anything that arrives damaged is, of course, covered under Vol. II and your warranty.
For health and hygiene reasons, duvet covers, duvet inserts, pillows, pillow protectors, and featherbeds cannot be accepted back once opened.
Because each order sets fulfilment in motion, placing one is a commitment to the pieces you've chosen — so wrong size, wrong colour, a change of heart, or finding something similar elsewhere aren't grounds for return. Everything you need to choose with confidence — full specifications, materials, and photography — lives on each product page.
Items sent back beyond the thirty-day window, or returned without prior approval, are refused and returned to the sender at their expense.
Cancellations, changes & refused deliveries.
Processing begins the moment an order is placed. A 10% fee — covering transaction and logistics costs — applies to cancellations made before shipment. Once shipped, an order can't be cancelled.
Amendments are welcome during the 3–5 business day processing window via info@decorlane.com or live chat. After that, changes carry a 10% restocking fee; once shipped, no further changes are possible.
Every shipment carries tracking with delivery confirmation. If tracking shows your parcel delivered but it hasn't reached you, contact the courier first to open a trace — they're best placed to locate it — and let us know so we can follow along. We're unable to take responsibility for parcels the carrier has confirmed delivered to your address, but we'll always help you chase it down. Where parcel theft is a concern, a workplace or doorman address is the safest way to receive a larger piece.
There's no need to refuse a parcel at the door — accept it and start a return instead; it's smoother for everyone. Refused parcels forfeit the original outbound shipping, return shipping, any customs duties paid, and a 10% restocking fee, which are deducted from any refund issued. Reach out and we'll always find the best way forward with you.
Have a question about your order?
Whatever's on your mind — a return, a delay, a piece that isn't quite right — please reach out before anything else. We respond within one business day and resolve almost everything on the spot. Share your order number and a brief note, and we'll take it from there.
