Please be advised that shipping fee and express shipping fee are non-refundable. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price. Shipping fee may also be applied.

Customized products are your unique creative expressions. Returns on customized item(s) for reasons other than DECONE error will be subject to a 50% processing fee on the refund amount (after adjustment of discount/shipping, if required).

Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.

Sure! Please contact us with the reason of return, within 30 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details! Please note that we only accept one-time exchange. Price difference (if any) between the original item and item for exchange will be charged. The additional amount fulfilled by payment request is excluded from membership contribution for DECONE Club Program. Returns without prior communication with us will not be accepted.

Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

For US online orders, if you would like to return your item for exchange, please contact us within 30 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide you with a return label.

Shipping time depends on the product you purchase and the destination location as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination location on the checkout page to get an idea of the approximate timeframe.

We're sorry that any online orders' returns and exchanges cannot be processed by the retail store. Please contact us with the reason for return and we will instruct you on the return procedures.