Refund policy
At DECERLE, we want you to feel confident and satisfied with every purchase. If something isn't quite right, we've made our returns process as straightforward as possible. This policy is designed to work alongside your rights under UK consumer law.
Returns – 30-Day Window
You may request a return within 30 days of receiving your order.
To qualify for our extended 30-day return policy, items must be returned in their original condition, unworn other than for the purpose of trying them on, with all original tags and labels attached. Where applicable, original packaging should also be included.
Please keep your order confirmation or other proof of purchase.
To request a return, contact us at info@decerle.com and include:
- Your order number
- The item(s) you wish to return
- A brief reason for the return
Once your return request has been reviewed, we'll provide you with the appropriate return instructions and return address.
Please do not send items back before receiving return instructions from us, as unauthorised returns may cause delays in processing your refund.
If you have any questions about your return, please contact us before sending your parcel.
Damaged, Faulty or Incorrect Items
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 and, where appropriate, photographs showing the issue.
We'll review the situation and arrange an appropriate solution.
Nothing in this policy limits or affects your statutory rights. Under the Consumer Rights Act 2015, consumers may be entitled to remedies including a repair, replacement or refund where goods are faulty, not as described or otherwise do not meet the required standards.
Return Shipping Costs
For standard returns where you have simply changed your mind, the cost of returning the item is generally your responsibility.
We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.
If your return is necessary because the item is faulty, damaged upon arrival, incorrect, or due to an error on our part, we will cover reasonable return shipping costs or provide an appropriate return solution.
Items We Cannot Accept
Certain products may be excluded from our standard return policy where permitted by law. These can include:
- Personalised, customised or made-to-order products
- Perishable goods
- Sealed personal-care, beauty or hygiene products once the seal has been broken
- Hazardous materials, flammable liquids or gases
Gift cards are non-refundable, except where required by law.
Sale or promotional items remain covered by your applicable statutory consumer rights. Our additional 30-day goodwill return period may be subject to specific conditions for sale items, but this does not affect any rights you have under UK law.
Faulty items can always be reported to us regardless of whether they were purchased at full price or during a promotion.
If you're unsure whether an item can be returned, contact us at info@decerle.com before sending it back.
Exchanges
We accept exchange requests within 30 days of delivery, subject to the conditions of our return policy.
For example, you may request a different size or colour if the required item is available.
To request an exchange, email info@decerle.com with your order number and details of the item you would like to exchange.
We'll provide you with the next steps.
Because stock can change quickly, we cannot guarantee that your preferred replacement will remain available while your return is in transit. If you want to secure another size or item immediately, it may be quicker to return the original item for a refund and place a new order separately.
Right to Cancel – 14 Days
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have the right to cancel an online purchase within 14 days of receiving your goods, without needing to provide a reason.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
During this period, you may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning — similar to how you might inspect an item in a physical shop.
You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary.
To exercise your right to cancel, contact us at info@decerle.com and include your order details.
Your statutory cancellation rights operate independently from DECERLE's additional 30-day return policy.
Refunds
Once your return has been received and inspected, we'll let you know whether your refund has been approved.
Approved refunds will be issued to the 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.
Where the UK statutory cancellation right applies, refunds will be made within the time limits required by applicable UK consumer law.
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.
Contact & Company Details
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.