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FAQs

SHIPPING

How long will it take to get my order? 
Due to high demand, some orders take longer to ship than others.

We ship orders on Mondays - Fridays and always aim to post your order as quickly as possible (usually within 48 hours) but there might be some delays – especially after releases! Your patience is appreciated.

Once we ship your gear, it'll get there in about this long: 

Standard Shipping: This generally goes through ePacket and has basic tracking. Your gear should appear in about 1 to 2 weeks after we ship it, but can take up to 4 weeks or longer due to international delay.

Duties/Customs fees: Some countries may charge import duties and taxes or other random fees. Some couriers may also charge handling fees for processing your parcel through customs. Sorry, we have no control over this and it's your responsibility to pay for any fees. We suggest you find out what fees are applicable in your country before you order. 

 

PAYMENT

How can I pay? 
This website accepts Visa, Mastercard, Stripe & discount code payment all through Paypal. We can't accept any other forms of payment, sorry!

Can I pay in my local currency?

Decrome processes all orders in USD so you will checkout using USD. Please note the amount shown on our website, if converted into your currency is a guide only. If you want to know the exact amount you will be charged please check with your bank before making a purchase as currency conversion rates and fees vary.

 

ORDERS

How do I make an order? 
Just go to decrome.com (hint: you’re already here) and click on a product you like and available in your size and add to cart. Then just follow the easy checkout process and soon you’ll own some Decrome gear (welcome to the family). 


I’m getting an error when I’m trying to place my order, help!? 
First and foremost, check you've filled all the details out properly including your name, address and payment info. Still not working? It might be the computer system. Be patient and remember, computers are people too. Email us at decromestore@gmail.com and we'll see if we can track down the problem for you. 

How do I make changes to my order? 
If you've already made and paid for your order and need to request a change, you have one hour from when you purchased to quickly email info@decrome.com with your order number and the changes you need to make. During this hour, we should be able to add products to your order, change your delivery address or sizes. 

I made multiple orders, can I combine them? 
Unfortunately, we can't combine orders for you as our system will not allow this. Our super ninja Warehouse team endeavors to pick and pack your orders in the most efficient and fair way. Do note that we have multiple packing and warehouse facilities available so your order may be split up into multiple shipments. 

How do I cancel an order? 
It’s the same deal as changing an order, you have one hour from when you made your order to email us at decromestore@gmail.com to let us know you have to cancel. Why only one hours? Because after that your order slip is printed down in packing and sometimes even packed and ready to go. 

How do I return or exchange an order? 
Oh no :( but that’s ok we understand. If it has been less than 60 days since you ordered your item simply send us an email at decromestore@gmail.com
 and we'll advise the return address.

You can choose a refund or store credit for the product purchase price (shipping not included). Please remember that we only allow returns or exchanges on items that a faulty. We cannot return or exchange for change of mind or incorrect sizing. Your gear needs to be unwashed, unworn (tried on is fine) and in the original condition that it was sent out to you. Unfortunately, we can't accept returns for any items that show signs of being worn around.

What about return postage?
We highly advise that any item that has been approved for a return is posted back to us with a tracking number. If no tracking number has been given to us, we may not be able to confirm if the parcel has been return back or not. Note that the customer will be responsible for the return postage. 

 

Where is my order? 
You order has not turned up yet? What a bummer. If you haven’t received a shipping confirmation email from us yet then just drop an email to decromestore@gmail.com and we’ll investigate. Please remember if we’ve just had a big release we might be a little slower at getting orders out. If you have received a shipping notification just consult your tracking number for the latest update on where your package of goodies are.


Can I return sale items if they don't fit or I change my mind? 
No, sorry :( Sale release items just like standard items can only be returned if they are faulty. If you think you have received a faulty item please contact our CS team decromestore@gmail.com and they will make it right!

 

PRODUCTS 

It says ‘Sold out – no longer available’ will you restock? 
It's very possible! Send us an email about the particular product you are interested in purchase and we will get straight back to you with details if we are planning to restock / re-release.

Sometimes we like to make products limited so that the people that do get them get to feel really special. But if a product says “Out of Stock” then you can totally email us at decromestore@gmail.com & we’ll let you know when they’re back.