FAQs
Have questions? Our FAQs cover everything from shipping and delivery times to returns and refunds. If you can’t find the answer you’re looking for, please visit our Contact Us page. Our team aims to respond within 24 hours on business days.
Shipping FAQs
When will my order be processed?
All orders are processed and packed within 1–3 business days (Monday–Friday, excluding public holidays).
How long does delivery take?
Processing time is 1–3 business days. Standard tracked shipping then takes 4–7 business days. Together, the total estimated delivery time is 5–10 business days. Please note that delivery timeframes are estimates and may vary depending on your location, courier delays, or public holidays.
How much does shipping cost?
We offer free standard shipping on all orders within Australia.
Where do you deliver?
We currently ship only to addresses within Australia.
Will I receive tracking information?
Yes. Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number.
What happens if my order is lost or damaged?
If your order is lost in transit, we’ll send a replacement or provide a full refund once confirmed with the courier. Courier investigations usually take up to 7 business days.
If your item arrives damaged or incorrect, please contact our customer support team with photos, and we’ll arrange a replacement or refund.
Can I cancel my order?
Orders can be cancelled if requested before they are shipped. Once dispatched, cancellations are no longer possible.
Returns & Refunds FAQs
What is your return policy?
You may request a return within 30 days of delivery if the item is unused, in original condition, and in its original packaging (including tags if applicable). Proof of purchase is required.
Who pays for return shipping?
Customers are responsible for return shipping costs, and returns must be sent back by mail. We do not accept in-person returns. In cases the item arrives damaged, defective, or incorrect, we will provide a prepaid return label at no cost to you.
How do I start a return?
Email us at info@decovier.com with your order number and reason for return. Once approved, we’ll provide the return address and instructions.
How long do refunds take?
Refunds are processed within 7 business days after we receive and inspect your returned item. Refunds are issued to your original payment method. Please note your bank or payment provider may take additional time to process the refund.
Do you charge restocking fees?
No. We do not charge restocking fees.
How long does it take to get my refund?
Refunds are processed within 7 business days after we receive and inspect your return. Any original shipping costs paid are non-refundable.
Can I exchange an item?
Yes. We offer exchanges for a different size, color, or item (if eligible). Contact us at info@decovier.com to request an exchange.
What if I receive a damaged, defective, or incorrect item?
Please contact our customer support team at info@decovier.com with your order number and clear photos of the item and packaging. We will provide a replacement, exchange, or full refund at no cost to you.
My question isn’t here. What should I do?
No problem! Just email us at info@decovier.com and our support team will be happy to help.
Contact Information
Still have questions? Please visit our FAQ page for more help or contact us using our contact form or the contact information below.
Company Name: Decovier
Address: 308 Wattle St, Ultimo, NSW 2007, Australia
E-Mail: info@decovier.com
Phone: +61867279002
Opening Hours:
Monday – Friday: 9:00 AM – 5:30 PM
Saturday & Sunday: closed
(GMT+10:00) Australian Eastern Standard Time (Sydney)