FAQ

Ordering and processing

What is your order cut-off time?

Orders placed before 5:00 PM ET, Monday to Friday, start processing the same day. Orders placed after 5:00 PM ET on a Friday, over the weekend, or on a U.S. federal holiday start processing on the next business day.

How long does it take to process my order?

Handling time is 1–3 business days (Mon–Fri). During this time, your order is picked, checked, and dispatched.

Can I change or cancel my order?

Address changes can be requested at support@decorminds.com before your order moves into the "Processing" stage. Cancellations can be requested within 12 hours of ordering; after that, your order may already be on its way and would need to be handled as a return.

Shipping and delivery

Where do you ship?

We currently ship to addresses within the United States only.

How much does shipping cost?

Standard shipping is free on every order within the United States, with no extra handling fees added at checkout.

How long will delivery take?

After a handling time of 1–3 business days (Mon–Fri), transit time is 7–14 business days (Mon–Fri), for a total estimated delivery of 8–17 business days from the time you order. Carriers deliver on business days only, and short delays can happen during peak seasons or around U.S. federal holidays.

Which carriers do you use?

We ship with trusted carriers, including USPS and FedEx. The carrier for your order depends on your address and current availability.

Where is my order shipped from?

Decor Minds is operated by a UK-registered business based in Bromley, but our products are fulfilled and shipped through international logistics partners and warehouses. Our Bromley address is for business correspondence only and is not where orders ship from.

Will I have to pay customs or import fees?

No. Any import duties or customs fees are covered by us, so you'll never be asked to pay extra on delivery. Applicable U.S. sales tax, where required, is shown at checkout.

Order tracking

How do I track my order?

We'll email your tracking number within 48 hours of dispatch. You can also check the status of your parcel any time on our Order Tracking page using your tracking number or order details.

My tracking says "Delivered", but I don't have my parcel. What should I do?

Let us know within 3 business days at support@decorminds.com, and we'll open an investigation with the carrier straight away.

Returns and refunds

What is your return policy?

You can return items within 30 days of delivery. Items must be unused, unassembled, and in their original packaging, with all parts and hardware included.

How do I start a return?

Email support@decorminds.com within 30 days of delivery with your order number and the reason for your return. Once your request is approved, we'll send you return instructions. Returns sent without prior approval may be refused.

Who pays for return shipping?

If an item arrives faulty, damaged, or incorrect, return shipping is free. For change-of-mind returns, return shipping is paid by you and isn't refundable.

How long do refunds take?

Once your return has been received and inspected, approved refunds are processed within 7 business days to your original payment method. Your bank or card issuer may take a few extra days to show the refund.

Can I exchange an item?

Yes. Simply return the original item as normal and place a new order for the color, finish, or size you'd like once your return has been processed.

Which items can't be returned?

Items that have been used, assembled, installed, or damaged after delivery; items without their original packaging, parts, or hardware; perishable garden goods such as live plants, seeds, bulbs, and soil; custom or personalized items; final sale or clearance items; and gift cards. This doesn't apply if an item is faulty or not as described, in which case your consumer rights apply.

What if my item arrives damaged or incorrect?

Email us within 48 hours of delivery at support@decorminds.com with clear photos of the item and its packaging, and we'll arrange a replacement or refund as quickly as possible.

Are my consumer rights protected?

Yes. Our policies don't limit any rights or remedies you have under U.S. federal law or your state's consumer protection laws. If an item is defective, damaged, or not as described, you're entitled to a replacement or full refund at no cost to you.

Privacy and data

How do you use my personal information?

We use your information to process and deliver orders, provide customer support, improve our website and services, prevent fraud, and meet our legal obligations. We do not sell your personal information for money.

Who do you share my information with?

Only with partners who help us run our store, such as payment processors, shipping carriers, IT service providers, and analytics and advertising partners. All are contractually required to protect your information.

What are my privacy rights?

Depending on your state, you may have the right to know, access, correct, or delete your personal information, and to opt out of its sale or sharing for targeted advertising. You can use the "Your privacy choices" link on our website or email support@decorminds.com to make a request.

Contact us

How can I reach customer support?

Email us at support@decorminds.com or use our Contact page. Our customer service hours (ET) are Monday to Friday, 9:00am–5:30pm, and Saturday and Sunday, 10:00am–3:00pm. We aim to reply to every message within 24 hours.

Contact information

Have a question, or need a hand with an order? Our team is happy to help:

Email: support@decorminds.com
Contact form: Contact page

Customer service hours (ET)

Monday to Friday: 9:00am–5:30pm
Saturday and Sunday: 10:00am–3:00pm

We aim to reply to every message within 24 hours.

FAQ