Shipping policy
At DECERLE, we aim to make every delivery across the United Kingdom as smooth, reliable and straightforward as possible. Below you'll find everything you need to know about the processing, shipping and delivery of your order.
1. General Shipping Information
DECERLE currently ships to addresses throughout the United Kingdom.
Shipping availability and delivery times may vary depending on your location, the products ordered and circumstances affecting our delivery partners.
2. Processing Time
Most orders are prepared and dispatched within 2–3 business days (Monday to Friday), excluding weekends and public holidays.
Orders placed after our daily cut-off time will begin processing on the next business day.
During particularly busy periods, processing may occasionally take a little longer. If there is a significant delay affecting your order, we will make reasonable efforts to keep you informed.
3. Shipping Rates
We offer free shipping on all orders throughout the United Kingdom, with no minimum order value required.
There are no standard shipping charges added to your order at checkout.
4. Estimated Delivery Times
Once your order has been placed, the following delivery timeframes generally apply:
Processing time: 2–3 business days (Monday–Friday)
Transit time: 4–9 business days (Monday–Friday)
Total estimated delivery time: 6–12 business days
Order cut-off time: 6:00 PM (GMT, London time)
Please note that these delivery times are estimates rather than guaranteed delivery dates.
Occasionally, circumstances outside our reasonable control - such as carrier delays, severe weather, transport disruption or unusually high shipping volumes - may affect delivery times.
Where possible, we'll keep you informed if we become aware of a significant delay affecting your order.
Order Changes & Cancellations
Orders can be cancelled or changed free of charge within 12 hours of purchase by emailing info@decerle.com with your order number. After this period, your order may already be in fulfilment. Please see our Refund Policy for full details.
5. Shipping Restrictions
At this time, we are unable to deliver orders to:
- PO Box addresses
- Military addresses (APO/FPO/DPO)
- Locations that cannot be serviced by our shipping partners
- Certain restricted areas
Individual products may also be subject to shipping restrictions resulting from applicable UK regulations or carrier requirements.
If we are unable to deliver your order to the address provided, we will contact you where possible to discuss the available options.
6. Failed Deliveries and Returned Parcels
Please make sure that your shipping address is complete and accurate before submitting your order.
If a parcel cannot be delivered due to circumstances such as:
- An incorrect or incomplete delivery address
- Multiple unsuccessful delivery attempts
- The parcel not being collected when required
- The carrier being unable to access the delivery location
the parcel may be returned to us or our fulfilment partner.
If this happens, please contact us at info@decerle.com.
Where appropriate, we can arrange for the order to be shipped again. Additional shipping costs may apply where the failed delivery resulted from incorrect information provided with the order or circumstances within the customer's control.
7. Lost or Damaged Parcels
If your order has not arrived within 15 business days of placing it, please contact us at info@decerle.com and we will open an investigation with the carrier.
If your tracking shows your parcel as delivered but you have not received it, please check with neighbours and any safe place, then contact us within 7 days of the delivery date.
If your parcel or item arrives damaged, please contact us within 7 days of delivery with your order number and clear photographs of the package and the item. We will investigate with the carrier or fulfilment partner and arrange a replacement or refund where appropriate.
Nothing in this Shipping Policy affects your statutory consumer rights.
8. Order Tracking
Where tracking is available, you will receive tracking information once your order has been dispatched.
Please allow some time for tracking information to become active after receiving your shipping confirmation, as carriers may require additional time to register and update a parcel in their system.
If you experience any problems with your tracking information, please contact us at info@decerle.com.
9. Updates to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to our delivery services, carriers, operational processes or applicable requirements.
The latest version of this Shipping Policy will always be available on this page. (Last updated: 15 August 2026)
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.