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FAQ

Frequently Asked Questions

Contact Us

How do I contact you?

Please email customer.service@decorug.com.au

Our hours of operation are Monday – Friday 9am – 5pm AEST excluding public holidays. Please allow 72 hours for a response. Our system populates tickets oldest to newest.

Our system collates all emails, Instagram messages, contact us forms & Messenger enquiries, so you only need to contact us via one method.

General Product & Troubleshooting

Can I cancel or change my order once I've placed it?

Unfortunately, we can't edit, change or cancel orders once placed. Please contact our customer service team at customer.service@decorug.com.au and we will do our best to help you.

I entered the wrong address at checkout, what should I do?

We are not always able to change your details once your order is placed, as we endeavour to pack and post orders daily however, please contact our customer service team at customer.service@decorug.com.au and we will do our best to help you. We are not responsible for re-shipping costs if the package has been dispatched prior to us attempting to change your address. If your package has been shipped you can re-direct your parcel with via the tracking email sent to you.

I have not received my order confirmation, what should I do?

Order confirmations are sent via SMS or email immediately after placing your order, depending on the details you have provided. 

If you have provided your email and you can’t see your order confirmation, please check your junk mailbox.

Do you offer discounts and promotions?

Yes! Sign up to our e-newsletter & SMS to receive special offers first.

Subscribers, my promo code doesn't work, or I haven't received it.

Promo codes can only be used once & cannot be combined with any other offer or promotion.

Our welcome code is not applicable to sale product.

If you haven’t received your welcome code email, please check your junk mailbox. If the email is not in your junk mailbox this is commonly because you have subscribed at an earlier date, so you need to search your inbox. The welcome code will expire after 6 months.

If you still can't locate your code, contact us customer.service@decorug.com.au and we will provide you with your unique code. 

Will you restock sold out products?

Sign up on the product page of the item you are interested in to be notified of a restock. If we remove the product from site, it won't be restocked.

Shipping Information

I placed an order, when will my package arrive?

Our team works hard to ensure orders are sent out as soon as possible, however please allow for delays of 2-5 business days for your order to be processed and dispatched during promotions, public holidays and over holiday periods. Deliveries are made Monday to Friday, between 9am and 6pm (public holidays excepted).

How can I track my order?

Once your order has left our warehouse, you will receive an SMS or email with your tracking details. Please note it can take up to 24 hours for the tracking details to reach your inbox.

You can track your order by entering your consignment number.

I have only received part of my order

Depending on the size of your order it may be dispatched in multiple parcels that may deliver at different times. If you have not received your complete order, please check your tracking details by entering your consignment number before contacting us.

My order is delayed, lost, or stolen.

Deliveries may experience delays that are outside of our control. If your parcel is lost during transit, we can submit an enquiry for you & we will do our best to compensate you.

If your parcel is delivered and then stolen, unfortunately we cannot take responsibility for this, as we have completed your purchase & delivery to your provided address.

We are not responsible for re-shipping if your order is returned to our warehouse due to you providing an incorrect or incomplete address or failure to accept or collect delivered packages.

Do you offer express post?

At this stage we do not offer express post.

Do you ship internationally?

At this stage we do not ship outside of Australia.

Unclaimed Packages

Please note any unclaimed orders that are returned back to us due to the parcel(s) not being picked up at an Australia Post Depot or if the wrong delivery address is provided, a redelivery fee of $50 or the appropriate oversized or remote delivery charge will be incurred by the customer.

Returns Information

My product has arrived damaged

Please contact us as soon as you receive your order by contacting us at customer.service@decorug.com.au with images of the damage, your order number and the email you used to make the purchase.

Do you accept change of mind returns?
Please refer to our Returns & Exchanges Policy.

 

Can I exchange an item on my order?
Please refer to our Returns & Exchanges Policy

 

Do you offer returns on sale product?

We do not accept returns for change of mind on any sale items.

Billing & Accounts

What payment methods do you offer?

Visa
Mastercard
American Express
Paypal
Afterpay
Apple Pay
Google Pay

Gift Cards

How long is my Gift Card valid for?

DecoRug Gift Cards/Vouchers are valid for 3 years from date of purchase, irrespective of when the recipient may receive it.

Does My Gift Card start working straight away?

Your DecoRug Gift Card will be activated within 24hrs of purchase.

What can I purchase with my Gift Card? Are there any exclusions?

DecoRug Gift Cards can be redeemed against all products except other DecoRug Gift Cards. They are non-transferable and may not be returned or redeemed for cash. Taxes (such as GST) and/or shipping is still applicable on any products purchased with a DecoRug Gift Card. All DecoRug Gift Card amounts are in Australian dollars (AUD).

Once the balance is zero can I top it up?

Once your DecoRug Gift Card has expired or reached a zero balance, it is no longer valid and cannot be reloaded, reactivated or refunded.

Gift Registry

How can I register my occasion?

Simply click on the 'Gift List' tab at the top of our homepage, go to 'Create List', enter your details, select your product and you're on your way!

When is the best time to set up a Registry?

For a wedding we recommend setting up your registry at least 2 weeks prior to sending your invitations to your guests. For other occasions we recommend at least 4-6 weeks prior.

Do you have Gift Registry consultants I can speak with?

Setting up a Gift Registry is simple and easy. If you do have any queries you can reach out via our Contact Us page and one of our dedicated Customer Service Agents will be able to help you.

Can my family and friends from interstate or overseas purchase from my Gift List online?

Yes, all of your guests can purchase any of the items on your Gift List provided that you have completed your delivery address details. If you would prefer your guests to be able to bring their gifts with them, your family and friends can still purchase online but will need to nominate another address within Australia to have the gifts sent to. Please note we do not offer delivery outside of Australia or Express Post.

How can I add or remove items to my Gift List?

Simply log-in to your account, go to View List and remove items or browse our site to add additional items.

Does DecoRug provide the Registry information for our guests?

We do not send out information directly to your guests. Once your list has been created you are able to download and add the link to your invitations.

How do I change my delivery address?

Simply log-in and change your delivery address in the 'Set-up Information' of your Gift List. Please note if customers have purchased items prior to changing your address, these items will be sent to the original address provided.

How are gifts wrapped and delivered?

At this stage are not able to offer gift wrapping for any of our products, all items will come in standard DecoRug packaging and will be delivered via our courier partners.

What are the delivery fees?

Delivery fees for Gift List items are the same as the standard DecoRug delivery rates. 

Are prices displayed in Australian Dollars?

All prices displayed on our site are in Australian Dollars. Any conversion fees will be charged by your financial institution.

What form of payment do you accept?

Please refer to our FAQ's page or the bottom of our Homepage to view what payments methods we accept.

 

Contact Us

Can’t find an answer? Click below to get submit an enquiry or email us at customer.service@decorug.com.au

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Shipping & Delivery

Domestic shipping can take up to 5 business days.

Foreign shipping could take up to 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

Shipping rates can vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.

Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Warranty & Repair

All our products are subject to quality control.

Our warranty provides a guarantee against manufacturer defects.

The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

An extended warranty can be added to your products for an additional cost.

Please get in touch for more information about extended warranties.

The extended warranty could come at a different cost depending on the type of product and extended period.

Please get in touch for more information.

Returns & Refunds

Yes, we offer full and partial refunds.

Please enquire for more information about our Refund policy.

A refund request can be submitted within a month after the purchase is made.

In the case when the product and packaging are unopened and undamaged, you are eligiblefor a full refund.

In the case when the packaging has been opened and the product has been used, you are eligiblefor a partial refund.

In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligiblefor a refund.

Please check our Terms of Service to see if you're eligible for a refund.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.

Free returns

Returns within 30 days receive a full refund.

Worldwide shipping

Ship anywhere, rates available at checkout.

24/7 support

Call us anytime at 1(800) 555-1234.