Customer Help
We are always here to assist you.
Common purchase queries answered
Orders and Shipping
All our payments by payment cards are processed via PayPal which delivers one of the most secure payment platforms in the world. Your payment for any purchase is processed securely by PayPal.
We accept payments in the form of Visa, MasterCard, Discover and PayPal only. We will not accept any other forms of payment other than those listed above. All sensitive information sent between your computer and PayPal systems is automatically encrypted, ensuring your information is kept private.
10-20 days internationally. Note: The delivery time mentioned above does not include order processing time of custom-made products that usually varies from 2 to 5 days.
As soon as your order has shipped out, you will receive a confirmation email with your tracking number.
All our payments by payment cards are processed via PayPal which delivers one of the most secure payment platforms in the world. Your payment for any purchase is processed securely by PayPal.
All sensitive information sent between your computer and PayPal systems is automatically encrypted, ensuring your information is kept private.
Customs fees depend on the laws of your country. Our experience is that In the majority of cases you are not required to pay any customs fees. We mark all our orders as low-value gifts. Moreover, we send larger orders in separate packages to avoid such charges.
YES. No matter where you live, we ship our products all over the world.
If you have ordered multiple different items, they may be sent separately.
We recommend you to track your package with USPS if you are in the US, or 17TRACK for the other countries.
Note: Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately.
Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately, please try to track again later.
- The carrier hasn’t accepted your package yet.
- The carrier hasn’t scanned and entered tracking information for your package yet.
- Your tracking number is incorrect or invalid.
- The item was posted a long time ago, info not available anymore.
We really apologize that your item was not delivered to you. As much as we would like to have all the items be shipped smoothly, we really do not have control over other possible reasons/factors why an item did not arrive in one’s mailbox. What we can recommend is that you can check with neighbors to see if they possibly have the package or check your local post office.
Most customers who have the same situation as you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the local postal service once it’s been shipped. You may contact them directly.
Please make sure that you have entered your correct and complete shipping details when you ordered. We will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.
Item was attempted for delivery but failed, this may due to several reasons. Please contact the carrier for clarification. Please be informed that we will NOT be held responsible for packages that have failed to deliver due to:
- Item refused by the addressee
- Incorrect / Illegible / Incomplete address
- Expired Retention Period – in some countries, receivers are advised to claim their packages in the local post office. If left unclaimed, the parcel will be sent back to our warehouse.
- Addressee Absence – Addressee not available at the time of delivery
- Customs Policies, Rules, and Regulations
If you haven’t received your package, we’d advise you to contact your local post office to arrange a re-delivery or collect your item right away. Generally, the carrier has collection deadline, we’d advise you pick up your package at once, or it might be returned to our warehouse.
If this happens, we will have to wait to see if the package gets returned back to us.
If you need to swap an item
Returns and Exchanges
REFUND
More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at contact@decool.store and we’ll make it right!
Please be reminded that our policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund.
In the scenario where a confirmation email for an order is sent out and there is no response from the customer within 7 days, we will only refund 90% of the order value due to suspicion of customer risk.
Also please be informed that placing an order means that you accept all the terms mentioned below:
At this time we do not offer Returns in any case, we just offer a replacement. If your item is defective, you don’t need to return the original item and we will resend you a replacement for free.
We do not exchange or issue a full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or the preview shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please be noted that with other cases (not mentioned above) we only offer a partial refund (excluding the shipping fee)
NOTE:
- We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We typically DO NOT accept refunds or replacements due to customer’s mistakes such as:
- Incorrect selection of model, designs, colors, etc.
- Failing to preview the option carefully to see if it’s well set. So please review your order carefully before you check out to ensure your order is correct.
Please allow the 10% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor’s display
To file a claim, please send us an email to contact@decool.store and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
RETURN POLICY
We do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample was shown to you;
- Not what you ordered;
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
Please contact our Customer Support team to start the complaint process. Please include the following information:
- Order number
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
- We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We will be responsible for paying for your shipping costs for returning your item(s).
Any product shipped back to Decool Store as a policy dispute or order refusal will be subject to a Force Return. Customers will not refunded for the order.
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If an item is missing, please contact us with your order number, the missing item’s product title and photos of the package showing the shipping label.
You must report any problem related to your order before 60 days after your order has been shipped. If a claim is not submitted within the pre-required time, unfortunately, there’s nothing we can do to help you.
If your order hasn’t been processed yet, we will help you to change the items you wish to replace.
Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order. Cancellation of an order is not possible for orders that have already been shipped.
Please bear in mind that product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colors of products may also appear different to those shown on the site. Most of the product images shown are not REAL product photos, but templates and mockups to showcase our designs. Please handle your expectations.
The product you received seems to be misprinted & defective? You simply need to fold it. Please check this video for a visual explanation: WATCH THE VIDEO
The product has been printed like that intentionally since it has to cover both the surface and the sides of the frames. That is why you see duplicated details in every part that connects with the other pieces of the prints.