Frequently Asked Questions
This is a list of our most frequently asked questions. However, if you have any questions that are not answered in this section please feel free to e-mail your enquiry to info@shopdekko.com.
- Have I processed my order correctly?
- When will my order be despatched?
- When should I expect to receive my goods?
- Can I give special delivery instructions?
- How much does delivery cost?
- When can I collect my goods?
- Where is my order?
- How do I receive my discount?
- Why aren't all items in Dekko shops available to buy online?
- Are all items on-line available in-store?
- How do I access a wedding list?
- Can I process my order over the phone?
- How do I return my order?
- When will I receive my refund?
- Is there a dekko catalogue?
- How can I get more details on a product?
- How can I be sure my payment is safe and secure?
Have I processed my order correctly?
If you have successfully processed your order you should receive an e-mail from WorldPay (dekko's online payment service) to confirm that your payment has been accepted, as well as an e-mail from dekko acknowledging receipt of your order.
Once the order has been processed you will receive a further e-mail confirming acceptance of the order and outlining all relevant due dates.
If you do not receive any e-mails from either WorldPay or Dekko please contact customer services at info@shopdekko.com where we will be able to confirm whether you order was successfully processed.
When will my order be despatched?
This information applies to all items which are in stock and available for despatch.
Bulky items (products not marked with a green van) are despatched once a week on a Thursday morning. Delivery of these items should take place within 14 days of dispatch (UK and Ireland only*). Prior to delivery you will be contacted by a member of our delivery team to schedule a suitable delivery date. If you have not been contacted within 20 days of placing your order please e-mail us at info@shopdekko.com or phone customer services on 02890508600.
Small items (all products marked with a green van) are despatched on a Monday, Wednesday and Friday Morning. Delivery of these items should take place within 5 days of despatch (UK and Ireland only*). If you have not received the goods within this time frame please e-mail your enquiry to info@shopdekko.com or phone customer services on 02890508600.
* N.B. Estimated despatch and delivery times for areas outside of the UK and Ireland will be given on request for further information e-mail info@shopdekko.com
When should I expect to receive my goods?
Delivery of all in stock furniture items (products not marked with a green van) normally takes place within 14 days of despatch from our warehouse*.
Our delivery manager or third party courier will be in touch to arrange a suitable time for delivery of our larger furniture items. If you have not been contacted within 20 days of placing your order* please contact dekko customer services on info@shopdekko.com
Small goods (products marked with a green van) are delivered by parcel force and typically arrive within 5 days of despatch*.
Parcel Force do not schedule a delivery time. However, if you are not in at the time of delivery the courier will leave a card asking you to arrange re-delivery or collection. If you have not received your order after 7 days* please contact dekko customer services on info@shopdekko.com
*Delivery times quoted are for deliveries in the UK and Ireland only. For information on delivery times to areas outside the UK and Ireland please e-mail your enquiry to info@shopdekko.com
Can I give special delivery instructions?
If you would like your parcel to be left with a neighbour or in a safe location at your home, please leave details in the customer comments section at the checkout and we will ensure these details are passed on to the courier.
How much does delivery cost?
Our delivery charges are calculated in four categories, Small, Medium, Large and NI Bulky.
Small
Products are clearly marked with a green van and our eligible for our free delivery offer.
Medium
Includes smaller furniture items and delicate or fragile products including dining chairs, barstools and high tables, easy and occasional chairs, floor lights, mirrors, office chairs and photo frames.
Large
All our bulky and cabinet furniture, including mattresses, sofas and wardrobes.
NI Bulky
Northern Ireland Bulky applies to all the products in the Large Goods category that are being delivered within Northern Ireland; these charges are calculated by post code area as follows.
When can I collect my goods?
You will receive an e-mail when your order has been processed and your goods are ready for collection. Prior to collecting your item(s) please contact us on 02890 508600 quoting your docket/order number to arrange a suitable date and time for collection.
All item(s) which are being collected require a collection docket which will be issued to you at the Dekko store. Please go to the dekko customer services desk at 52 Boucher Road, Belfast to pick up your collection docket. No goods will be given out from the warehouse without a collection docket.
Dekko collections warehouse opening hours are: Mon-Fri 10am-5.30pm, Saturday 9.30am-5.30pm, and Sunday 1pm-6pm.
Where is my order?
If you would like to find out about the current status of your order all information can be found in our order tracking service online.
How do I receive my first order discount?
All registrants at shopdekko receive 10% off their first order as a welcome gift. Once you have registered you must then log in using your username and password and the 10% discount will be applied to your first purchase.
N.B. Any discount applies to full price products only. If your first purchase consists of only discounted products your discount will apply to your first full price purchase.
Why aren't all items in dekko shops available to buy online?
Dekko offers an extensive range of products which we are constantly changing and updating in line with the latest trends and designs. In-store these products are laid out over several floors and many departments. Trying to replicate this choice online would make it difficult to ensure ease and speed of use for our customers.
Are all items on-line available in-store?
Nearly all the items we sell online can be found in a Dekko store. However, there may be instances when a shop doesn't stock a full range or the item is out of stock, so we would always suggest you contact your local branch before making a special visit.
How do I access a wedding list?
You can access wedding and gift lists from our Gift List section you will need the bride and groom's surnames and the wedding date.
Can I process my order over the phone?
If you are having difficulties processing your order on-line please feel free to phone our customer services department on 02890508600 where we will try to solve your problem or process your order over the phone.
Customer Services are available Mon-Sat 9.30am - 5.30pm and Sunday 1pm - 6pm.
How do I return my order?
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. You have up until the end of seven working days after delivery to inform us if you wish to return your order.
If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refund amount.
Returns can be made via the following methods:
- Returns via Postage (Small Goods only)
Postal Refunds for parcels (typically below 20kg) - You will need to fill in the returns form that was delivered with your order and place it inside the package, include your customer reference number, stock code, reason for return and whether you wish to receive a refund or replacement, then download our online returns label at www.shopdekko.com/returns.pdf, fix to your securely packed parcel and take to your nearest post office. Goods remain your responsibility until received by Dekko. We will then check the product and take necessary action. We will refund any delivery charges at the same time as refunding the value of relevant returned goods.
- Returns via Courier (Bulky Goods)
Courier collection can be organised for bulky goods and self assembly furniture. Contact Dekko on 02890508600 to arrange for the goods to be collected. You will be required to fill in the returns form that was delivered with your order, and include the form with the goods you are returning. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods only.
- Returns via your local Dekko shop
Returns via your local Dekko store- Return the product along with your customer invoice to the customer services department in your local Dekko store.
N.B. We will refund the price of the item to the purchaser or exchange the product once it is received by us.
When will I receive my refund?
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. You have up until the end of seven working days after delivery to inform us if you wish to return your order.* Please see below for exceptions to this policy.
If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refund amount. This does not affect your statutory rights.
We are unable to offer a refund or exchange on personalized or made-to-measure orders unless they are faulty: * For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty: Mattresses, mattress toppers, duvets and pillows.
Refunds will be processed on receipt of returned goods and will be credited to your bank account or credit card within 1 month.
Is there a Dekko catalogue?
Yes! And the good news is you've found it, shopdekko.com offers the most extensive range of Dekko products available to buy on-line and deliver in the UK, Ireland and Europe.
Throughout the year we also have a number of seasonal supplements if you would like to receive these please sign up to our mailing list during registration.
How can I get more details on a product?
If you would like more detailed information on any of our products please e-mail your enquiry to info@shopdekko.com
How can I be sure my payment is safe and secure?
The quickest and easiest way to ensure the payment page you are on is safe and secure is to check the address bar at the top of your browser window when on the WorldPay payment page. This web address will start with https://
Payments at shopdekko.com are made through WorldPay. After confirming your purchase and contact details you will be taken to the WorldPay site where you will be asked to enter your payment details.
The WorldPay payment system uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. Furthermore, their public web servers are certified by Thawte, a public Certificate Authority, ensuring that both the shopper and retailer can have confidence that nobody can impersonate WorldPay to obtain confidential information.
The transfer of the purchase details from shopdekko.com to WorldPay are encapsulated using WorldPays own encrypted and digitally-signed protocol. This uses a combination of standard methods such as PGP, RSA and MD5 to ensure that the information passed is secure and tamper-proof.
Data storage on WorldPay systems, and the communication between WorldPay and the worldwide banking networks, is regularly audited by the banking authorities to ensure a secure transaction environment. WorldPay also ensure that they stay up-to-date with the latest versions of any third-party code they use, and continually review their own proprietary code.
If you require further information on WorldPay and their policies and procedures please visit www.worldpay.com