FREQUENTLY ASKED QUESTIONS
We have gathered your most frequently asked questions and the answers to them. If you cant find your answer or want to get in touch with us, feel free to send us an email at firstname.lastname@example.org.
Order & payment
What does Pre-order mean?
A pre-order item means that we have ordered it from the manufacturer but it has not reach our warehouse yet. The delivery times may vary but you are always welcome to contact us for more information about our delivery times.
What does In stock mean?
A stock item is an item that is stored at our central warehouse. A stock item is shipped as soon as possible.
Can I change or cancel my order?
If we are able to change, or cancel the order depends on where in the supply chain it is by the moment. Please contact us and we will do our best to fulfill your request.
What payment options do you offer?
When ordering with us you can choose card payment (VISA/Mastercard), Google Pay, Apple Pay, instalment or direct payment via Klarna. Please contact Klarna directly if you have any questions about an invoice or payment terms. Paymeny options may vary due to country of shipping.
Shipping & Returns
What shipping options do you offer?
The shipping options currently offered are TBD. The package is sent as a postal package or a freight letter, depending on the weight, size and contents of the package. After your order is placed, we will send your package with the most suitable shipping partner for your product and shipping country.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that we have received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
What is the delivery time?
In Stock items
We provide an approximate delivery time, which means that your delivery may be faster or take longer than expected. Stock items are shipped directly from our warehouse, usually within a few days. If your order contains multiple items, the item with the longest delivery time will determine the delivery time for your order.
Items defined as "backordered" in our range means that the product has not yet reached our warehouse from our factory. Delivery times may vary between products, seasons and delivery methods.
Summer and Christmas in particular may affect production as some factories are closed for periods. We reserve the right to any delays in production from suppliers beyond our control, but we will always do everything we can to ensure that you, the customer, receive your goods within the time period specified by us at the time of purchase.
We provide approximate delivery times, which means that delivery may be faster, but may also take longer than expected. Once your order has been placed and confirmed, you will be contacted by our ordering department with a more specific estimate of the delivery time for your order based on current production.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. If you cant find your country, please contact us for an offer.
What happens if my parcel has been damaged during shipping?
We always do our best to make sure that you new piece of furnishing will make the way you without damaged.
Upon delivery, it is your responsibility as a customer to carefully inspect the packaging and goods for any external or internal damage. Please check carefully that the goods are intact before signing.
If the packaging or your goods are damaged during shipping, please make a note on the waybill immediately and report the damage to us.
Please note that if you do not report the damage in time, the responsibility is transferred to you as the buyer. Please note that the transport company requires us to show pictures of both the packaging and the damaged goods, so take several pictures and attach them to your notification.
If you have received a delivery that has been damaged in any way, it is important that you document this at once. Photograph the following:
- Outside and inside the packaging.
- The delivery note from the carrier.
- The goods you have received.
Describe your issue and send the pictures by e-mail to email@example.com. This will enable us to help you the best way possible.
Keep the original packaging in which the goods arrived. The product must not be used until further notice.
How do I make a return?
Contact firstname.lastname@example.org before your return your item.
To RETURN item please follow these procedures;
1. Email email@example.com to let us know about your return. Provide us with your order number and reason for return.
2. Pack the item back in its original packaging with labels. The item must be returned in its original, undamaged packaging in a brand new condition. Print or mark your package with your RETURN NUMBER (provided by Dusty Deco support team).
3. Send it back or drop off the item at our warehouse. Let us know the tracking number if the item will be shipped back.
Return address to warehouse;
Warehouse Aldex AB/ Dusty Deco AB
136 50 Jordbro
All costs associated with returning your purchase to us are at your expense, this fee is automatically deducted from your refund.
What happens in the event of a complaint?
If you have received an item that turns out to be faulty or incorrect, please contact us at firstname.lastname@example.org and our complaints department will get back to you. Please note that natural materials (e.g. stone, wood, leather, metal) have natural variations in appearance. This is not a defect and does not in itself constitute a valid reason for complaint.