FAQ

Returns & Refunds

Do you accept returns on non-custom items?
Yes. We accept returns on non-personalized, non-custom items within 7 days of you receiving your order. The item must be unused, in its original condition, and in its original packaging. To start a return, email us at decorilane@gmail.com.

Do you accept returns on custom or personalized items?
Because every personalized item is made specifically for you, custom and personalized items are not eligible for returns or exchanges. However, if there is a problem with your custom item — such as a defect, damage, or an error on our part — please contact us at decorilane@gmail.com within 48 hours of receiving your order and we will work to make it right.

Do you offer refunds?
Refunds are available for non-custom items that are returned within the 7-day window and approved after inspection. For custom items, we do not offer refunds due to their made-to-order nature. If something goes wrong with your custom order, please reach out and we will do our best to resolve it.

What if my package is delayed, lost in transit, or stolen?
Once your order is handed to the shipping carrier, delivery is their responsibility. We are not liable for packages delayed in transit, lost by the carrier, or stolen. Please contact the carrier directly regarding delays or lost packages. If you suspect mail theft, you can file a report with your local police department.

What if my item is returned to the sender after it ships?
If your order is returned to us for any reason, you are responsible for re-shipment costs. Please contact us at decorilane@gmail.com and we will arrange re-delivery.

Ordering & Personalization

How do I make sure you match my color theme exactly?
The best way to ensure accurate color matching is to send photos or links to items or colors you are trying to match. You can include this information in the personalization field when placing your order, or email us at decorilane@gmail.com.

Can I request a proof before my order ships?
We don't send proofs by default — every order goes straight into production. If you'd like to request a proof first, please reach out before placing your order via email at decorilane@gmail.com or DM us on Instagram @decorilane.

If a sale starts after I place my order, will you refund the difference?
The price you pay is the price at the time of your order. We do not retroactively apply discounts to previous orders.

Shipping

How long does processing and shipping take?
Most orders are made in 2–5 business days. Shipping via USPS Ground typically takes 2–8 business days after handoff. Total estimated time from order to delivery is 4–13 business days.

My order did not arrive on time — can I return it?
We cannot guarantee specific delivery dates, as transit times are controlled by the carrier. We do not offer refunds or cancellations due to shipping delays. If your order seems unusually delayed, please contact us and we will do our best to help.