Customer Service

Shipping Information:

At Decor Express our aim is to provide you with the best possible service and we want our customers to feel confident about shopping on our website.

Online orders will be delivered 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.

Standard Shipping charges for order under £100 including VAT :

- £3.10 including VAT for the purchases up to 1kg

- £3.99 including VAT for the purchases up to 2kg

- £6.10 including VAT for the purchases up to 5kg

- £8.49** including VAT for the purchases up to 20kg

- £9.99** including VAT for orders under £100 including VAT to a single address in most parts of the UK mainland.

- extra £1* charge will be added to the standard shipping price for additional 2.5l and 5L paint for orders under £100

- extra £0.5* charge will be added to the standard shipping price for additional 1l or 750ml paint for orders under £100

Free Shipping is available for orders over £100* to a single address in most parts of the UK mainland (please check shipping exclusions)

 

Local Delivery is available for orders over £75 for the following postcodes only: SW3, SW4, SW5, SW6, SW8, SW9, SW10, SW11, SW12, SW18.

 

Collection in Clapham and Richmond Branch available for all products.

 

Shipping Exclusions:

1. Aged restricted products such as knife, axe,spray paints, glue etc won’t be available for shipping or local delivery. Those products can only be collected from one of our store.
2. Shipping excluded products with information “STORE COLLECTION ONLY” in product description, won’t be available for shipping due to couriers restrictions This include some of the paint products such as oil paint, varnishes or heavy items.
3. Temporary exclusion for shipping products from Great Britain to Northern Ireland due to courier restrictions.

Deliveries will be made between 8 am 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.

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.

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. We shall have no liability to you for any failure or delay in supply or delivery or for any damage or defect to goods supplied or delivered here under or for any other liability, in each case that is caused by any event or circumstance beyond our reasonable control (including, without limitation, accidents, extreme weather conditions, fire, explosion, flood, storm, earthquake, natural disaster, failure of telecommunications networks, inability to use transport networks, mechanical failures, acts of God, terrorist attack, war, civil commotion, riots, strikes, lockouts and other industrial disputes, acts or restraints of Government, and imposition or restrictions of imports or exports). 

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,
London 
SW11 5RH

or

Decor Express Ltd 
5-6 Lichfield Terrace,
Sheen Road,
London
TW9 1AS

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.

Cancellation:
If you would like to cancel your order please contact us sales@decor-express.co.uk 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. 

Payment:
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.