Frequently Asked Questions
Orders
Can I visit your physical store?
Our e-shop does not have a physical store. Your orders cannot be picked up at the e-shop address provided by us, nor does it serve as a showroom. This address can only be used for returning faulty goods.
Do you ship internationally?
You can order goods from our e-shop to the following European countries: Austria, Belgium, Czech Republic, Denmark, France, Germany, Greece, Hungary, Liechtenstein, Poland, Romania, Slovakia, Slovenia and Spain.
What are the shipping options?
We collaborate with a variety of courier companies and we only offer Standard shipping. With this shipping option the delivery time depends on the destination and it typically takes from 3 to 10 working days.
What payments do you accept?
We accept all the major payments methods and cards (Visa, Mastercard, American express, Apple Pay, Google Pay, Paypal, etc.). We do not accept payment on delivery.
How long will delivery of my order take?
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted and paid for, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email notification. Delivery time may vary depending on your destination. The maximum delivery time is 10 working days. If your order has not arrived after 10 working days, please contact us as soon as possible. We would like to inform you that delivery to islands might take longer.
What is your Return policy?
You can find our Return policy here.
How do I know the status of my order?
Once your order is on its way to you, you will receive an email notification. The carrier will take over the goods from our external warehouse and then deliver them to the address you have chosen. Delivery time varies between 3-10 working days depending on your destination.
Can I make changes to an order I already placed?
Since we try to prepare and send your orders as quickly as possible, we can only make a change before the order has been sent. If you wish to make a change you should contact us as soon as possible. If the order has not been already sent, we will cancel it and then you will be able to create a new order. If your order has left our warehouse, we will not be able to proceed to any change or cancellation.
Why do you require my email address?
Your email address is important to us because we send you all email communications regarding your order (confirmation, cancellation, shipment, etc.) to it. Unless you give us specific permission, we will not send you any marketing emails through our newsletter.
Returns & Refunds
What should I do if I receive a damaged package?
The first thing to do is check that the number of received packages matches those sent.
Secondly, inspect the exterior of each package carefully to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may indicate that the goods might be damaged. If these signs are present, it is mandatory to leave the note "PACKAGE VISIBLY DAMAGED", as well as a signature, on the courier's delivery note, either on paper or in digital form (PDA). Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will be rejected.
Secondly, inspect the exterior of each package carefully to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may indicate that the goods might be damaged. If these signs are present, it is mandatory to leave the note "PACKAGE VISIBLY DAMAGED", as well as a signature, on the courier's delivery note, either on paper or in digital form (PDA). Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will be rejected.
I’ve cancelled my order. When will I receive my money back?
We have a 14-day refund policy, which means that after a cancellation or return of damaged goods, you will receive your money back within 14 days.
I'm missing an item from my order, what do I do?
In case your order arrives and you find that you are missing a product, please contact us as soon as possible. If you do not contact us within the next 48 hours, your complaint will not be considered. To apply for a claim, we require a photo of the package immediately after unpacking.
My order did not arrive when it was supposed to. What do I do?
It may happen that your order was delayed somewhere on the way to you. In this case, please contact us and we will find out from the carrier where your order is located.
Can I return a product without giving a reason?
At BluDekor, you have up to 14 days after receiving the goods to report any incident to us. In case of return, you should always contact us first. If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. For more information, see our Return policy page.
Where can I send the goods that are subject to the claim?
The address can be found on our Return policy page.
I purchased a product, but it doesn't work properly.
You should send us within 48 hours a description of the issue as well as photos of the non functioning product. For more information please visit our Return policy page.
Technical
Do I need to be a registered customer to purchase goods?
No, you don't. You can make purchases without being a registered customer. You can shop as a guest.
I'm having trouble logging into my account.
Please make sure you are entering the correct email address and password. If you haven't created an account yet, you won't be able to log in. Click here to register your details and sign up for an account.
I've forgotten my password, how do I reset it?
Don't worry, it's really simple to get back into your account. Click on this link and then enter your email address. We will send you an email to your registered email address to reset your password. We recommend checking your spam or junk folder if you can’t find the email.
The promo code is not working. What should I do?
You can enter a promo code in the cart section before confirmation of your order. Please check if your promo code is valid. Pay attention to upper and lower case letters. In case the promo code still does not work, please contact our customer support immediately.
I have not received an order confirmation email or anything similar.
If you do not have an email from us in your mailbox confirming receipt of the order or information regarding the shipment of the goods, etc., please check your Promo or Spam folder.
How is personal data protection handled?
Please visit the Privacy Policy page here.
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