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Frequently Asked Questions – Ordering, Shipping & Service

1. What are the shipping costs?

We prepare your order with great care to ensure your items arrive in perfect condition. We always select the most suitable packaging for the products you have chosen. We work with two types of shipping: parcel delivery and letterbox delivery.

Shipping costs are calculated automatically in your shopping cart:

  • Add your item(s) to the cart

  • Select the correct country

  • Click edit

The shipping costs will then be displayed in the lower columns. By default, the cart is set to the Netherlands. You will also see whether your order is shipped as a standard parcel or a long-length parcel.

To reduce our environmental impact, we use recycled packaging materials whenever possible.

2. How can I download my invoice?

After placing your order, you will automatically receive an order confirmation by email.
You can download your official invoice via your personal account:

  1. Log in to My account

  2. Go to My orders

  3. Select the relevant order

  4. Download your invoice as a PDF

If you did not create an account or if something doesn’t work, please contact us — we will be happy to send your invoice again.

3. Which payment methods are available?

At Decoration, you can pay safely and securely using one of the following payment methods:

  • iDEAL

  • Bancontact

  • Credit card (Visa / MasterCard)

  • PayPal

  • Bank transfer

For business orders outside the Netherlands, we kindly ask you to contact us in advance. Together we will look at the correct invoicing, VAT regulations and payment options.

4. What is the delivery time?

Delivery times depend on the type of product:

  • In-stock products: usually shipped within 2–4 working days

  • Paint (Decoration Paint): on average 2–5 working days

  • Custom-made or special products: approx. 5–10 working days

The current delivery time is always shown on the product page. Do you have a deadline or project planning? Let us know — we’re happy to think along with you.

5. How is my order shipped?

Your order is carefully and sustainably packed and shipped via a reliable carrier.

  • Parcels are delivered to your home address

  • If a track & trace code is available, you will receive it by email once your order has been shipped

  • Large or fragile items are given extra protective packaging

Where possible, we combine shipments to reduce unnecessary transport movements.

6. How do returns or exchanges work?

You have the right to return your order within 14 days of receipt, provided the product:

  • is unused

  • is undamaged

  • is in its original packaging

Exceptions:

  • Opened paint, colour samples and custom-made products cannot be returned

  • Vintage, unique or old materials are excluded from returns

Would you like to return an item? Please complete the return form within 14 days of receiving your order.

7. All questions about gift vouchers

How does a gift voucher work?
Our gift vouchers are digital and contain a unique code. You can enter this code during checkout.

How long is a gift voucher valid?
Gift vouchers are valid for 1 year, unless stated otherwise.

Can I return a gift voucher or exchange it for cash?
No, gift vouchers cannot be returned or exchanged for cash.

What if I lose my gift voucher?
Please contact us. With the order number, we can often assist you.