Frequently Asked Questions
Below you'll find answers to the most common questions about DECERLE, our collections, orders, delivery, returns and customer service across the United Kingdom.
If you can't find the answer you're looking for, our customer service team will be happy to assist you at info@decerle.com.
1. Do you ship across the UK?
Yes. DECERLE currently ships throughout the United Kingdom.
We offer free delivery on all orders, with no minimum order value required.
Please make sure your delivery address is complete and accurate before placing your order to help prevent unnecessary delays.
2. How long does delivery take?
Most orders are processed within 2–3 business days (Monday to Friday).
Once your order has been processed and dispatched, the estimated transit time is 4–9 business days (Monday to Friday).
This means the total estimated delivery time is approximately 6–12 business days.
Please keep in mind that these are estimates and occasional carrier delays, severe weather or other circumstances outside our reasonable control may affect delivery times.
Our daily order cut-off time is 6:00 PM (GMT, London time).
3. Is shipping really free?
Yes. We offer free shipping on all UK orders, with no minimum spend.
There are no standard delivery charges added to your order at checkout.
For further information, please see our Shipping Policy.
4. Can I return an item if I change my mind?
Yes. DECERLE offers a 30-day return period from the date your order is delivered.
To qualify for our extended return policy, the item should be returned in its original condition, unworn other than for the purpose of trying it on, with all original tags and labels attached. Where applicable, the original packaging should also be included.
Before returning an item, please contact us at info@decerle.com with your order number and details of the item you wish to return.
We'll then provide you with the appropriate return instructions.
Your separate statutory cancellation rights under UK consumer law are not affected.
For full details, please see our Refund Policy.
5. Who pays for return shipping?
For standard returns where you have simply changed your mind, the cost of returning the item is generally your responsibility.
We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.
If an item is faulty, damaged upon arrival, incorrect or the return is necessary because of an error on our part, we'll cover reasonable return shipping costs or provide an appropriate return solution.
6. Can I exchange an item?
Yes. You may request an exchange within 30 days of delivery, subject to the conditions of our return policy.
For example, you may request another size or colour if the required item is available.
Please contact info@decerle.com with your order number and details of the item you'd like to exchange.
Because stock availability can change, we cannot guarantee that a particular replacement will remain available.
7. How long do refunds take?
Once we've received and inspected your return, we'll let you know whether your refund has been approved.
Approved refunds are issued to your original payment method.
We aim to process approved refunds promptly and normally within 10 business days.
Your bank, credit-card provider or payment provider may require additional time before the funds appear in your account.
If 15 business days have passed since we confirmed that your refund was processed and you still haven't received it, please contact us at info@decerle.com.
8. What should I do if my order arrives damaged, faulty or incorrect?
Please inspect your order when it arrives.
If an item is damaged, defective, not as described or you have received the wrong product, contact us as soon as possible at info@decerle.com.
Please include your order number, a description of the issue and, where appropriate, clear photographs showing the problem.
We'll review the situation and work with you to provide an appropriate solution.
Nothing in our policies affects your statutory rights under applicable UK consumer law.
9. Are DECERLE products covered by UK consumer protection?
Yes. Your statutory consumer rights are not affected by our store policies.
Under the Consumer Rights Act 2015, goods supplied to UK consumers must meet applicable legal requirements, including being as described, of satisfactory quality and fit for purpose where relevant.
If a product is faulty, not as described or otherwise fails to meet the required standards, you may be entitled to an appropriate remedy under UK consumer law.
These protections do not generally cover damage caused by misuse, normal wear and tear or improper handling.
10. Which payment methods do you accept?
DECERLE accepts a range of secure payment methods, including:
- Visa
- Mastercard
- Maestro
- American Express
- UnionPay
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
- Klarna
The exact payment options available to you will always be displayed at checkout and may vary depending on your device, location, order and the relevant payment provider.
All prices and charges on DECERLE are displayed in GBP (£) and include VAT where applicable.
For further information, please see our Payment Policy.
11. Is my payment information secure?
Yes. Payments are processed securely through Shopify and the relevant authorised payment providers.
Our website uses SSL/HTTPS encryption to help protect information transmitted during checkout.
DECERLE does not have access to your complete card number when payments are securely processed through our payment providers.
12. Can I track my order?
Where tracking is available, we'll provide tracking information after your order has been dispatched.
Please allow some time for the tracking information to become active, as carriers may need additional time to register and update the parcel in their system.
If you're experiencing problems with your tracking information, contact us at info@decerle.com.
13. Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at info@decerle.com.
We process orders as quickly as possible, so once your order has entered processing or fulfilment, we may no longer be able to change or cancel it.
If your order has already been dispatched, you can request a return after receiving it in accordance with our Refund Policy and your applicable statutory rights.
14. How do I choose the right size?
We recommend checking the sizing information provided on the relevant product page before placing your order.
Sizing and fit can vary between different styles, so please refer to the measurements or size guide provided for the individual product where available.
If you're unsure about sizing, you're welcome to contact us at info@decerle.com before ordering.
15. How can I contact DECERLE customer service?
Store name: DECERLE
Trade name: Decerle
Company name: Don Collective
Warehouse address: Rainsford Road, London NW10 7FW, United Kingdom
Business address: Ruiterweg 22, 1251 ZZ Laren, The Netherlands
VAT number: NL005509985B03
Company registration number: 42119080
Phone: +44 20 3807 1492
Email: info@decerle.com
Customer Support Hours
Monday – Friday: 09:00 – 17:00 (GMT)
Saturday – Sunday: 11:00 – 16:00 (GMT)
We aim to respond to all enquiries within 24 hours.