Shipping and Returns

Below we answer some frequently asked questions you may have regarding shipping and returns at Deco and Lemon. If you would like more information or have any further questions, please don't hesitate to contact us through:

• Freephone: 900 373 346 Mon-Fri 9am-2pm
• Email: hello@decoandlemon.com

What are the shipping costs?

For orders within mainland Spain over €200, shipping is FREE. For orders under €200, shipping costs will be calculated based on the total order value. You can see the breakdown of shipping costs in the tables below:

Customers in the Canary Islands, Ceuta, Melilla, and the rest of the world cannot place a purchase directly. You must contact us first to find out how to proceed with your order.

How long will it take to receive my order?
If you place your order choosing standard shipping, you will receive it at your home within 4-6 business days in Spain and Portugal, calculated from the day of the request, provided that it has reached us before 12:00. Please note that these times are approximate.

Similarly, during peak periods like Black Friday, Cyber ​​Monday, or Christmas, slight delays are possible due to high demand at logistics companies. Please keep this in mind and be patient!

What day will the products I buy in the afternoon arrive?
Please note that orders received after 12:00 will be processed and therefore considered received on the next business day.

How do I track my order?
Both we and the shipping company will keep you informed via email about the status of your order. You will receive an email from the moment your order leaves our warehouse, as well as for any changes that occur during the delivery process. You will also receive a tracking number so you can track your shipment on the carrier's website.

Can I choose/know the delivery time?
We don't know the schedules and routes used by the shipping companies. Therefore, once you receive notification that your order has left our warehouse, you'll find all the information on the carrier's website. You can also contact the local shipping company and let them know what delivery time works best for you.

What happens if there is no one at the reception area?
The transport companies we work with will notify you via email or SMS on the delivery day. If you are not at the agreed location, they will contact you to arrange a delivery time. Therefore, please provide us with a mobile phone number and email address when making your purchase.

Which agency will send my order?
We work with the transport agencies that best suit you according to the type of product and delivery.

If I live outside the Iberian Peninsula, how long will my order take?
If you are placing an order for delivery outside of mainland Spain or Portugal, please contact us and we will provide you with a delivery time estimate. Please note that shipments to the Balearic Islands take 2-7 business days from the date of your order, provided it is received before 12:00 PM. For the Canary Islands, Ceuta, Melilla, and the rest of Europe, please inquire.

Delays due to causes beyond Deco and Lemon's control
Deco and Lemon will not be responsible for delays caused by reasons beyond its control or by force majeure.

Will the courier bring the product up to my house?
According to Law 16/1987 on the Regulation of Land Transport, the transport company is not obliged to take the product up to the home, since during its transport up there may be damage such as scratches on elevators, walls or doors, for which the transport company will not be responsible.

What is the excess weight/volume fee?
There are a number of products, primarily those made of natural wood, whose weight may vary due to weather conditions. Because of this, and the high costs associated with shipping oversized or heavy items to private individuals, a small surcharge will be applied to certain products and will be displayed on the order summary screen.

Can I change the delivery address once the order has been shipped?
Yes, you can change your address, provided you notify us and accept in writing any costs associated with the change. These costs must be paid by bank transfer.

Returns

Can I return a product?
Yes, you have 14 calendar days from the date of delivery to request a return, whether it wasn't what you expected or because the packaging was perfect but the product itself was defective. To return the product, log in to your customer account and click on the "Returns" tab, where you'll find the necessary form.

Please fill out the form with all the requested information, and we will contact you within 24-48 hours with instructions on how to complete the return. Don't worry about shipping; we'll send a courier to pick up your order.

If you made a purchase without registering as a customer, you must send an email to hola@decoandlemon.com with the subject "Order Return + Order Number", where you must provide us with the following information:

- Name of the customer who made the purchase.

- Order number.

- Product images.

- Reason for return.

*No returns accepted on Christmas trees after December 24, 2023. For products that require assembly, returns will only be accepted for products that have not been assembled or installed, used, or modified in any way and that retain the original packaging in perfect condition (essential to process any return).

*Due to the nature of the product, as it is a "live" product, returns of natural plants are not accepted.

What happens if my order arrives damaged?
If you receive your order damaged or defective due to shipping, and the damage is visible, you must note the issue on the delivery slip and contact us within 24 hours. Otherwise, neither the shipping company nor we can be held responsible. If the damage is hidden (the box is perfect but the product has a defect), we recommend that you notify us within 7 calendar days by emailing hola@decoandlemon.com, as this is the timeframe required by shipping companies to cover any damage.

In these cases, we will ask you to send us photographs so we can file the appropriate claims with the shipping company (we cannot file a claim without them). The provisions regarding warranty under the Consumer Protection Act apply in these cases. (Photo of the box exterior; photo of the box interior with the product and protective packaging; photo of the damaged product). Provided we have stock available at that time, we will replace the damaged items completely free of charge. If, despite offering a replacement, you no longer want the order, the customer will be responsible for the return shipping costs if a collection is necessary.

What conditions do I have to meet to carry out a return?
The product must be in the same condition as when it was delivered. Otherwise, the item will be subject to depreciation.

You will be responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

To make a return, the product must be in its original packaging and protective materials.

In addition, a copy of the delivery note/invoice must be included inside the package (whenever possible), indicating the reason for the return and the products being returned. Once the product has been examined, we will inform the customer whether the return conditions have been met.

Reasons why I can process a refund:

1. Voluntary return.
A voluntary return is one in which you simply don't like the product or it wasn't what you expected and you want to return it.

Once we have verified that the order meets the return conditions (both product and packaging), the customer will be responsible for the return shipping costs, which are generally €9.95 in mainland Spain and Portugal. However, in some cases, due to the type and weight of certain products, this cost may be higher. We will always confirm the return shipping cost before processing the return.

Balearic Islands, Canary Islands, Ceuta, Melilla and the rest of the world: check

Some products may have a different return shipping cost due to their size and weight. The customer will always be informed of this before confirming the return.

Both the return costs, as well as any customs duties and local taxes that may be involved in the return, will be the responsibility of the customer.

2. Return for damaged/defective product.
In the case of products damaged due to transport or those that have arrived with a manufacturing defect, you must follow the instructions in the section "What happens if my order has arrived damaged?".

We'll take care of picking up the order and sending it back to you.

Alternatively, if you prefer, you can arrange the return of the order yourself with the transport agency of your choice, thus saving yourself the return costs.

3. Incorrect product
If you have received a product different from the one you purchased, you must contact us within the next 14 calendar days from receipt of the order, informing us of the order requested and the order received.

At that point, we will proceed to send you the correct product and collect the incorrect one, at no cost to the customer.

How is the refund processed?
Once we have received the product and the return conditions have been met, we will notify you by email and proceed to refund the amount through the same payment method used for the purchase, all within a maximum period of 14 days from the moment the customer has indicated their right of withdrawal.

If you have made the purchase cash on delivery, we will need you to provide us with an account number with IBAN in order to make the transfer.

If the conditions are not met, we will send you the returned product again after you pay the shipping costs; otherwise, we will keep it at your disposal in our warehouses.

What warranty do Deco and Lemon products have?
In the case of a defective product, the seller must proceed, as appropriate, to repair, replace, reduce the price or terminate the contract, actions which will be free of charge for the consumer and user.

The seller is liable for any defects that appear within three years of delivery. Products with a longer warranty will have this information displayed on the product page.

The consumer and user must report the lack of conformity within two months of becoming aware of it.

Can I modify or cancel an order?
To modify or cancel an order, please call us at 900 373 346 or email us at hola@decoandlemon.com as soon as possible so we can cancel or modify it in time and process your new order. If we receive your request in time, there will be no problem canceling or modifying it. If it has already been processed, we will have to wait for you to receive it to determine how to proceed.