Report Faults within 48 hours
Please ensure all goods are thoroughly checked within 48 hours after receiving delivery to your delivery address, or collection point to ensure the following:
- You are happy with the goods you have purchased.
- You have received the correct items you have ordered.
- There are no shortages, flaws or breakages to your delivery & items.
- There are no missing glass, screws, fixing plates or other components.
Further information can be found on our Returns page and our FAQ's below:
Please complete the form below to Report A Fault. We can not accept faults or shortages reported over the telephone or in any other way than this form and email.
Once submitted you will receive an email from Customer Services within 48 working hours (Monday - Friday).
Packaging
Please ensure all original product packaging including box and internal packaging is retained as the product will need to be packaged back in it's original, undamaged packaging should we need to arrange an exchange, or return. We are unable to accept products back where the product packaging is damaged or has been disposed of.
48 Hour Timeframe
We are not liable for any faults, shortages breakages, flaws or missing parts to products for orders that have been delivered after 48 hours. This includes orders that have been delivered to collection points, or safe spaces.
Moving Home or Renovating?
If you are renovating your property or not moving into your new home for a number of weeks we strongly recommend opening your delivery and checking it over as we are not liable for any shortages breakages, flaws or missing parts reported after 48 hours. We also advise storing your order in a safe, secure place so that no damages can happen during the move and / or renovation process on site, or in your home.
We do detail that faults must be reported within 48 hours on our website, on your Order Confirmation Email and on your order Fulfilled & Dispatched email.
Any faults reported outside of the 48 hour window will unfortunatley be rejected.
Next Steps
Once submitted you will receive an email from our customer services team within 48 working hours (Monday - Friday).
Please await a reply from us to confirm next steps, our team will advise you on the actions that will be taken regarding a faulty item.
Please do not send any goods back before receiving written authorization from our customer services team, as any unauthorized returns will be automatically declined and returned to you.
Need more help?
What do I do if I have a missing part?
Though we do our best to ensure all products are dispatched as swiftly and efficiently as possible, on occasion a product may be found to have a missing parts. These are usually pre-packed by our suppliers / the manufacturer.
Note: We need to be aware of all shortages within 48 hours of you receiving your order.
Where replacement parts are available we will aim to dispatch these to you as quickly as we are able, though we do not stock every product so some parts may need to come from our suppliers.
Please complete our Report A Fault form here.
Your statutory rights as a customer are not affected.
What do I do if I have a fault?
As a small family business we take great care in ensure products arrive to you safely and in good condition, we will endeavor to do everything possible to ensure that we resolve faults and imperfections where possible.
Please complete the Report A Fault Form above. We will then liaise with the manufacturer directly to obtain a resolution for you as efficiently as possible. During this stage your patience is greatly appreciated while we try to arrange as solution as swiftly as we are able. We are not able to accept faults reported by any other method.
48 Hour Timeframe:
All faults and shortages must be reported to us within 48 hours of collection or from receiving delivery of your order to your delivery address or collection point. These faults include missing parts, damaged glass and general flaws. After 48 hours we cannot accept responsibility for any faults. Replacement parts (where available) would be chargeable after the 48 hours. If you are having renovations done to your home or do not plan of installing the product(s) within the 48 hours we recommend you thoroughly check your product(s) as soon as they are received and store them in a safe location to avoid damage on site. All electrical faults are covered by the fittings 1 year guarantee and do not have to be reported within 48 hours.
Please thoroughly check you are satisfied with all fittings / products before installing them. We are not liable for cosmetic damage once they have been installed - it is the responsibility of the customer to inspect all goods prior to any installation work within 48 hours - We cannot accept returns for any cosmetic imperfections reported after the item has been installed, and these will not be considered for return or exchange.
Your statutory rights as a customer are not affected.
How long do I have to report a fault or damage?
Please ensure all goods are thoroughly checked within 48 hours after receiving delivery to your delivery address or collection point to ensure the following:
- You are happy with the goods you have purchased
- There are no shortages, flaws or breakages to your delivery & items
- There are no missing glass, fixing plates or other components
- You have received the correct items you have ordered
Please note: After 48 hours we are not liable for any replacement parts, damages or faults.
What happens if I have a flaw on a cushion or bed runner?
We take great care in making and packing our cushions, but if for any instance they have a blemish, flaw or imperfection, we will send a replacement cushion / runner in exchange. We would require a photo & video of the flaw / imperfection on the cushion submitted on your Report a Fault form.
Note: This must be reported within 48 hours of receiving your order.
What if I have a fault on an outlet product?
These are “Sold As Seen” and are strictly non-returnable. They must be checked to your satisfaction before they are dispatched - we can of course supply additional images and videos of the product for you to view. This includes full priced and sale ex-display items / outlet products. If you are ordering these online please request photo's of them before we ship them to ensure you are satisfied. We'd be more than happy to supply photos for your consideration before you place an order.
If the product is electrical and has an electrical, it is covered by a 12 month guarantee.
What do I do if I need replacement glass shade for a light I ordered?
If you have purchased from us in the past and have accidently broken a glass... don't worry!
Please email is at info@decorum-living.com with your DEC order number, we'll be able to locate your order from this and contact the supplier to confirm if replacement glass are available, what the price would be, and how long it would take to deliver this to you.
Tip! You can also find the product codes for the product on the base of table and floor lamps or inside the bracket of ceiling lights and wall lights.
