Refund and Returns Policy

Don’t like it/want to change it?

If you are not 100% satisfied with your purchase, you are welcome to return it within 7 days of receipt of delivery at your own cost.

Follow this process when returning unwanted products:

Please only return products in an unused, re-saleable condition, in their original packaging. Products must also be packaged safely for shipment & return.

The Loma team will inspect the product on its return to ensure it meets the above standards. If it does, we’ll let you know & send you a refund voucher for the same value which can be redeemed in our store.

Please note that shipping charges paid on the original order are not refundable & you will be liable for shipping costs on the new order. If you purchased a product on sale, it will be subject to the terms & conditions of the sale.

Damaged/defected product?

We take pride in crafting each piece by hand, ensuring every item is unique. However, due to the handmade nature of our products, there may be slight variations in color, size, or texture. These variations are not considered defects and add to the character and charm of each piece.

We take extra special care to quality check all of Deccorate products prior to shipping, but if you feel we have missed something, or the product has been damaged during shipment, please follow the below process within 3 days of receipt of delivery.

Follow this process if your Loma product has a defect or has arrived damaged:

Email at least 2-3 well-lit pictures to info@deccorate.co.za clearly displaying the issue with your purchase, along with your initial order number. Please note that we cannot accept any social media communication in facilitating a refund/return.

Be sure to include as much information as possible so that we can provide you with the best assistance.

A member from The Loma team will be in touch within 48 hours to let you know if your submission has been accepted for a return/refund. If accepted, we will arrange collection of the damaged product.

Our team will check the condition of the returned product & let you know once the incident/product has been reviewed. If approved, we will send you a replacement product. If we’re out of stock, we’ll send you a refund voucher of the same value to use in our store.

Please note that all shipping fees for international and/or cross-border return shipments are for the client’s account irrespective of the reason for return.

Return vouchers:

Refund vouchers are valid for a period of 3 years from date of issue & will expire thereafter.
Refund vouchers are not transferable and only eligible for purchase made via the original email address that they were issued to.
Refund vouchers can’t be exchanged for cash & don’t accrue interest.
If your refund voucher value doesn’t cover the cost of your new order, you can make up the difference by paying via one of our available payment methods.

Shipping returns

To return your product, you should mail your product to: 50 Constitution St, Haarlem, Western Cape 6467.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We are a small business, so please allow 7 business days for processing returns and exchanges from agreement of return or exchange.

Shipping returns

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