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If your inquiry cannot be answered by the Frequently Asked Questions below, please feel free to email us with your question instead.

Where can I buy Decorté products?

Decorté products are available at select locations across the UK, Europe and around the world. To find a Decorté Counter near you in the UK and Europe, visit our Stockists page.

Do you accept international orders?

We currently deliver to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Why is my favourite item out of stock?

We try to keep our store fully stocked at all times, however sometimes things sell out due to high demand. Please come back in a few days or check availability with one of our Stockists.

Do I need an account to place an order?

No, all you need is an email address. We recommend that you register for an account to track your past orders, but you can also place and track orders as a guest and sign up at a time that suits you.

I have forgotten my password: what should I do?

Simply follow the 'Forgot your password?’ link on our Account Log In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive Decorté email updates?

Stay informed of new arrivals, events and exclusive promotions by entering your email address at the bottom of our homepage.

Can I place an order over the phone?

Sure! Our friendly Customer Service Advisors are happy to assist you with this.

When will I receive my order?

Please note any delivery timescales quoted to you are indicative only. For information on a specific order you've already placed, please log in to your account or refer to your emails for your Order Status. Otherwise, read below for general details:

For UK:

Standard Delivery
Delivery within 4-5 working days from the order's ship date. Please note: orders are shipped and delivered on business days only (Monday through Friday, except Bank Holidays).

Express/2nd Day Delivery
Delivery within 2 working days. Please note: orders are shipped and delivered on business days only (Monday through Friday, except Bank Holidays).

Next Day Delivery
Delivery the following working day from the order date. Please note: orders must be placed before 12 pm for next day delivery. Orders are shipped and delivered on business days only (Monday through Friday, except Bank Holidays).

For EU:

Standard Delivery
Delivery within 4-10 working days from the order's ship date. Please note: orders are shipped and delivered on business days only (Monday through Friday, except UK Bank Holidays).

Express Delivery
Delivery within 2-8 working days. Please note: orders are shipped and delivered on business days only (Monday through Friday, except UK Bank Holidays).

I have changed my mind about the product, can I get a refund?

Yes if you cancel your order at any time up until 14 days after the date upon which you receive it, we will provide you with a refund subject to a few limited exceptions (e.g. if the product has been personalised or you have used it). See the ‘Cancellation Rights’ in our Returns & Cancellations Policy.

What if I think there is a fault with the product, what are my rights? 

We endeavour to provide you with a great customer experience. If, for any reason, you think that there is a fault with the product, please contact our customer service team at customerservices@decortecosmetics.co.uk in the first instance. You have a number of legal rights in respect of faulty products, which are set out in more detail in the paragraph on ‘Faulty Products’ below.

In order to support you with your concerns, our customer service team may require further information from you to assess whether the product is faulty. For example, if the packaging was broken upon receipt, please take photographic evidence of this and provide it to us.

I have opened the product, can I still return it and get a refund?

Due to health protection and hygiene reasons we will not provide a refund if the product shows signs of use with any retail seals broken. In such circumstances, where you have already sent the item back to us, we will notify you that a refund has been declined and you can choose to arrange for such goods to be returned to you within 28 days of our notification.

If, after opening the product, you believe that there is a fault with it, then please contact our customer service team at customerservices@decortecosmetics.co.uk.

How do I return my Decorté product?

If you purchased the product on our Site, the process is as follows:

If you changed your mind within the 14-day cooling off period, please complete the cancellation form or returns note, carefully package up the unopened product and arrange for the product to be returned to us at Decorté UK Online Customer Services, 4th Floor Regus, Rex House, 4-12 Regent Street, London SW1Y 4PE. You need to do this within 14 days of notifying us of your wish to cancel. See paragraph 3.6 in our Returns & Cancellation Policy for further details.

If you believe that there is a fault with the product that you have received, please contact our customer service team at customerservices@decortecosmetics.co.uk immediately who will advise you on the next steps.

If you purchased the product in one of our stores or through one of our retail partners, you must consult the particular store or retail partner’s returns policy. We can only process returns that have been purchased through the Site.

Will you pay the cost of sending the product back to you?

No if you change your mind and wish to return your product to us, you will need to pay the postage and packaging costs of sending the item back to us.

If we find that the product is faulty, then we will reimburse you for the cost of return postage and packaging. If we do not find any fault with the product after our inspection or testing process, we will not reimburse you for the cost of return postage and packaging. At your option and expense, we will return any products to you that we decide are not faulty.

We encourage you to obtain proof of postage in case we do not receive the returned item and check with the courier what insurance they have for lost or stolen items, especially if the item is expensive.

How long will it take to get my money back?

Where we accept the return of your product, we will endeavour to provide you with your money back through the original payment method as soon as possible, but in any event, within 14 days of our receipt of the returned product.

Can I get an exchange?

Yes, if you cancel your order at any time up until 14 days after the date upon which you receive it, but indicate you wish to receive an exchange we will, where possible, arrange for the product to be exchanged. If the product you wish to exchange your original order with is more expensive, we will require you to pay the difference in price.