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FAQ: Need help?

Welcome to the Decoclico FAQ. Do you have a question or need help? You will surely find an answer there, and in any case, Welcome to the Decoclico FAQ. Do you have a question or need help? You will surely find an answer there, and in any case, do not hesitate to contact customer service via the contact page.  

1. My order  

I would like to modify/cancel my order totally or partially  

Your order may be modified or canceled if it has not been shipped (or the package is not being prepared by the logistics teams).  

The status of your order is available in your customer area in the My Account > Order Tracking section.  

If it is possible to modify or cancel your order, you can contact our customer service who will get back to you within 3 to 5 working days.  

I did not receive my order  

If you have not yet received a shipping email, your order is awaiting shipment (an item may be in stock) or being prepared by the logistics teams. You can contact our customer service to obtain more precise information on the expected shipping date (response within 3 to 5 working days)  

If your order has been shipped and you have received a shipping email, 2 options allow you to track your package:  

-On the shipping email, you have a “Parcel tracking” link, click on it  

-Via your customer area, My Account section > My orders > Select the order concerned and on “Parcel tracking”  

However, if one of the links does not work, contact us , we will help you follow up.  

I have not received my invoice  

Your invoice is available in your customer area as soon as the order is shipped (you receive a shipping email). You can download it in the My Account > My orders > Select the order concerned section.  

2. My after-sales service  

The product delivered is not compliant (arrived broken/damaged/has a defect or does not conform to the description on the site)  

We are sorry for the inconvenience caused by this incident.  

You can go directly to your customer area to send us your complaint by email (My Account > My orders > Complaints section). Don't forget to attach photos of the items as well as the condition of the package upon receipt (packaging and interior protection). Our customer service will get back to you within 3 to 5 working days.  

The product delivered does not suit me  

We are sorry to hear that you are not completely satisfied with your purchase.  

We invite you to make a return request via your customer area within 14 days of delivery of the package and to attach the withdrawal form.  

Our customer service will get back to you within 3 to 5 business days to advise you of the next steps.  

Upon receipt of the return of the package in our warehouse, a refund for your product will be made within 14 days (excluding shipping costs).  

3. Payments and Refunds  

How do I use my discount code?  

In your basket, enter the code as it was communicated to you by clicking in the “Advantage code or gift voucher” area. The discount will be applied directly.  

Is it possible to buy a gift card?  

It is entirely possible to purchase an e-gift card. You can select the amount of your choice and send it directly to your loved ones by email. Do not hesitate to consult our dedicated page for more information.  

What payment methods are offered?  

You can pay for your order on our site by:  

- Bank card (Carte Bleue, Visa and Mastercard)  

- PayPal  

- Payment in several installments with Alma  

- Payment  

How long does it take to make the transfer to pay for my order?  

The items in your order will already be reserved for you after validation of the order. And your order will be definitively validated and shipped as soon as we have received your payment.  

Our customer service must receive your payment within 10 days following validation of the order. After this period, your order will be automatically canceled.  

The Decoclico RIB is communicated to you in the order confirmation email.  

Will I be fully refunded if one of the items does not suit me?  

In the event that one of the items does not suit you, the amount of this item will be refunded to you if the return request was made within 14 days of delivery of your order and subject to receiving the item in perfect condition. and in its original packaging. For a return request, contact our customer service. Return costs are your responsibility (see General Terms and Conditions ).  

I have not yet received a refund following the return of my package  

The refund is made within 14 days after the return and inspection of the package in our warehouse. The refund will be made to the payment method used when placing your order. Do not hesitate to contact our customer service if you have the slightest doubt (response within 3 to 5 working days)  

4. Delivery  

I do not live in France and would like delivery  

The delivery of our packages takes place in mainland France, Corsica, Belle-Île-en-Mer, Île d'Yeu and Île de Groix included, in Europe and outside Europe in the following countries:  

- Germany  

- Austria  

- Belgium  

- The Netherlands  

-Luxembourg  

- Austria  

- Italy  

- Spain  

For more information, we invite you to consult our dedicated Delivery & Returns page  

What are your delivery times?  

Delivery times depend on the carrier you selected when confirming your order. For more information, you can consult our Delivery & Returns page  

My package has been shipped but I no longer wish to receive it  

We advise you to refuse delivery when the delivery person shows up (or calls you to make an appointment) and to contact our customer service, mentioning your order number so that we can also make the return request. with the carrier. Your refund will be made as soon as the package has been returned and checked by our logistics returns department. The refund is effective within 14 days.  

I would like to place an order today but have it delivered later  

It is entirely possible to schedule the shipment of your order at a later date. To do this, simply contact our customer service to place your order by telephone at 09.70.26.93.70, available Monday to Friday from 9:30 a.m. to 12:30 p.m. and from 1:30 p.m. to 5:30 p.m. (non-premium rate number, cost of a local call) .  

I am no longer available to receive my order  

Have you made an appointment with the carrier and unfortunately you are no longer available? Contact our customer service as soon as possible so that we can find a solution with the carrier.  

5. Professionals  

I am a professional and would like additional information  

You can contact our customer service directly by explaining the information you need, our advisors will be happy to get back to you quickly.  

6. Technical problems?  

I have just discovered Decoclico, how do I place my first order?  

First of all, welcome to Decoclico! We are very happy to count you among our new customers.  

To place your first order, it's very simple. All you have to do is create your customer account then add the items you like to your basket. Once you have completed your basket, you can validate your order, choose your delivery method (delivery times vary depending on the carrier) and validate your payment. Don't worry, our site is secure.  

Do not hesitate to contact us, our customer service will be happy to help you.  

I cannot validate my order  

We invite you to carefully check that all the requested information is correctly entered. Pay attention to your delivery address because we only deliver to mainland France (excluding DOM/TOM), Corsica and Monaco, as well as to Europe in the European monetary zone.  

My payment failed  

Remember to check that your bank card is one of the cards we accept (Visa, Mastercard and classic Carte Bleue). Make sure you have correctly filled in the information linked to your card, and that your delivery address is part of the delivery zones: mainland France, Corsica, Belle-Île-en-Mer, Île d'Yeu and Île de Groix included, in Europe and outside Europe in the following countries:  

- Germany  

- Austria  

- Belgium  

- The Netherlands  

-Luxembourg  

- Austria  

- Italy  

- Spain  

If, despite everything, the transaction fails, we invite you to contact your banking establishment.  

I forgot my password  

It is possible to reset your password by clicking on “forgotten password”. You will receive by email the link allowing you to create a new one.  

There is no "Add to cart" button next to the item I am interested in  

This means that we unfortunately no longer have stock on this item. In this case, you can click on “Available Alert” and enter your email address, you will then be notified when it is back in stock.  

I would like to place an order by telephone  

Nothing could be simpler, call us on 09.70.26.93.70 with the references of the items you like. Our customer service is available Monday to Friday, from 9:30 a.m. to 12:30 p.m. and from 1:30 p.m. to 5:30 p.m. (non-premium rate number, cost of a local call).  

For any other questions, you can contact us.  

 
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