FAQs
If you are looking for information about our products, please use the search bar at the top of the menu.
For specific inquiries, please contact us by filling out the contact form.
Returns and exchanges
Our goal is to work to guarantee your full satisfaction. If you are not completely satisfied with your purchase, you can return your items by writing to [email protected] and telling us about your case.
Remember that the following conditions must be met in order to make a return:
- They must be made within 14 working days from the date of delivery.
- Returned items must be in perfect condition.
- Initial shipping costs will not be refunded.
The return will always be free of charge, please note that we will only refund the price of the item and not the shipping cost.
In promotions with free shipping, the value of shipping will also be deducted from the price of the product in case of withdrawal.
We cannot be held responsible for the risk of loss or damage during the return shipment.
Upon receipt and inspection of the items, a refund will be issued for returned items.
The refund will be issued through the same payment method that the order was placed.
We will check if there is a shipping charge and deduct it from the refund if applicable.
You will receive the refund in the payment method you used at checkout.
Our goal is to work to guarantee your full satisfaction. If you are not completely satisfied with your purchase, you can exchange your items by writing to [email protected] and telling us about your case.
Remember that the following conditions must be met in order to make an exchange:
- They must be made within 14 working days from the date of delivery.
- Returned items must be in perfect condition.
- Initial shipping costs will not be refunded.
Unfortunately, we cannot add, remove or change items from an order that has already been placed. In any case, you can contact us by writing to [email protected] and telling us your case to give you a more personalized attention.
We cannot exchange items if you need them in another color or size, but you can contact us by writing to [email protected] and telling us about your case so that we can arrange a refund and you can purchase the item that best suits your needs.
Home delivery
We will ship your order via DHL to the address you provided when you made your purchase.
Shipments to PO Boxes are not possible.
The average delivery time is between 3 and 8 days.
Due to the saturation of courier companies during the Black Friday, Cyber Monday and Christmas season, some shipments may experience a slight delay in delivery. If your order has not been delivered within a reasonable time, please contact us at [email protected].
For all shipments to Spain (Peninsula and Balearic Islands), the courier company responsible for the delivery and transportation of all our orders is DHL.
For questions related to shipments that require a specific output you can contact us by writing to [email protected] and telling us about your case.
Methods of payment
We accept the following payment methods: Credit and debit card, PayPal and Stripe.
We accept the following credit and debit cards: Visa, Visa Electron and MasterCard, as well as many others.
We use verified software so that your payments are encrypted and secure. If you are reluctant to use your credit or debit card, you can always purchase using Paypal.
For questions related to purchase invoices, you can contact us by writing to [email protected] and telling us about your case.
Others
For questions related to log-in or problems accessing your account, please contact us at [email protected] and tell us about your case.
The average delivery time is between 3 and 8 days. If your order appears in “Processing” it means that it is in preparation. When it changes to “Completed” it means that the order has left our facilities and is on its way for delivery. You will receive the tracking code for you to locate it on the DHL website.
Due to logistic processes, we cannot guarantee the cancellation of your order after 24 hours. For questions related to this matter you can contact us by writing to [email protected] and telling us about your case.
To make purchases in Dekodonia it is necessary to have a user account. The process will take you no more than two minutes and the advantages are endless.
You can contact us at [email protected] and send us a greeting, send us your opinions or tell us about your case.
For questions related to address or telephone changes, once you have placed your order and as long as the status is “Processing”, you can contact us by writing to [email protected] and we will modify it.
For questions related to purchases, you can contact us by sending us your contact information to [email protected] and telling us about your case.
All our items are guaranteed for 2 years from the date of delivery. This covers any manufacturing, design or material defect, but does not include accidental breakage.
You will find the product descriptions in the product sheet, if you still have any questions you can contact us by writing to [email protected] and explain them to us.
For questions related to purchases and discounts, you can contact us by sending us your contact information to [email protected] and telling us about your case.