Customer Service

Shipping & Delivery:
Online orders will be dispatched within 2 - 3 workings days depending on the stock availability. Delivery will be made to the provided delivery address on your order and must be a UK address only.
Our standard delivery charge is £12 including VAT for orders of under £150 including VAT to a single address in most parts of the UK mainland. Delivery is free for orders over £150 to one address in most parts of the UK mainland.
Deliveries will be made between 8am and 6pm Monday to Friday (excluding bank holidays) using either our own drivers or a courier. The contents of your order and your delivery postcode area will determine which delivery services you will be offered.
Delivery will typically take 2 to 3 working days. However, for orders which are placed after 10am on Fridays or on more bespoke items or during busy periods could take up to 5 working days. Please contact us if you require an expedited delivery.
We cannot guarantee delivery dates and times as these may be affected by circumstances outside our control. We will do our best to contact you if we are forewarned of delays.
All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure that you keep the receipt enclosed with your products. It is the customer’s responsibility to ensure that their supplied address details are correct at the time of purchase, as Decor Express will not be held responsible for incorrect or non-delivery due to a customer error.

Returns & Cancellation:
If you are not satisfied with the products and would like to return or exchange unwanted products please notify us within 30 days of receipt of your order. Returns and exchanges can only be processed with proof of purchase: the sales receipt,or an online sales invoice. 
Your right of cancellation does not apply to: tinted paint, cut cable, special order items, cut ditra matting, used or opened items.

There are two ways to return a product:

1.To our Decor Express stores:  44-48 Lavender Hill, London SW11 5RH or 5-6 Lichfield Terrace, Sheen Road, London TW9 1AS
2.By courier - please arrange the courier at your own expense. We recommend using a recorded delivery service as we cannot accept responsibility for goods lost in transit.

All returns should be sent to:
Decor Express Ltd
44-48 Lavender Hill Road,
SW11 5RH


Decor Express Ltd
5-6 Lichfield Terrace,
Sheen Road,

If refund is required: 

We will refund to you the price you paid for the products, but not the original delivery charge if delivery were applied to this order.
We will make the refund as soon as possible after receipt by us of the returned goods and, in any event, not later than 28 days after receipt of the goods. 

If exchange is required:

We will contact you by phone or by email in order to arrange the exchange of the products.

If you would like to cancell your order please contact us or call us on within 24 hours of the original order being placed.

Age verification on collection of age - restricted products:
Age verification checks will be done at the point of collecting the aged restricted products such as knife, axe,spray paints, glue etc. Valid proof of age need to be shown to the sales person at the collection to confirm that the purchases is over the miniumum age to buy those products

Decor Express uses third-party payment service.

Privacy & Security:
Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for their mailing or marketing purposes.
When you place the order on our website, you submit certain personal information: your name, email address, payment address and details. All such information is held on secure servers.
Decor Express Ltd uses third-party payment service Braintree - which handle our card transactions. They receive the information needed to verify and authorise your payment card and to process your order. They are under strict obligation to keep your personal information private and secure.