FAQ

1. What is your return and exchange policy?

We offer a 30-day return policy from the date you receive your item.

  • Items must be unused, in original packaging, and include proof of purchase.
  • Customers are responsible for return shipping costs, unless the item is faulty, damaged, or incorrect.
  • If your item is faulty or damaged, contact us within 48 hours of delivery for a free replacement or refund.

  • For full details, please see our Refund and Return Policy.

2. What are your shipping options and costs?

We offer free standard shipping on all orders within Australia.

  • Processing time: 1–2 business days.
  • Orders are processed within 1–2 business days. Standard delivery to Australia takes approximately 7–8 business days. Total estimated time from order to delivery is 8–10 business days.
  • You’ll receive a tracking number once your order has shipped.

3. How long does delivery take?

Delivery usually takes 8–10 business days from the time you place your order (including processing) within Australia.
During high-demand seasons or unexpected courier delays, delivery may take slightly longer.

4. Which payment methods are accepted?

We accept the following payment methods:

  • Credit/Debit Cards (Visa, MasterCard, American Express, Discover, JCB, Diners Club, Maestro)
  • Apple Pay, Google Pay 

All transactions are processed securely in AUD (Australian Dollars) and include GST where applicable.

5. Can I cancel my order?

Yes, orders can be cancelled within 24 hours of purchase, provided they have not yet been processed.
Once processing has begun, cancellations may not be possible.

6. How do I know if an item is in stock?

If a product is available for purchase on our website, it is in stock.
In rare cases of inventory errors, we will notify you immediately and provide a refund or alternative solution.

7. Are your products authentic?

Yes. All products are sourced from trusted suppliers and go through quality inspection before shipping.

8. Do you provide warranties or guarantees?

Yes. All products are covered by the Australian Consumer Law guarantees.
If an item is faulty, not as described, or does not perform as expected, you are entitled to a refund, replacement, or repair.

9. Can I track my order?

Yes. Once your order has been processed and shipped, you will receive a tracking number via email.

10. What if I receive a damaged or incorrect item?

If your order arrives damaged, faulty, or incorrect:

  • Contact us within 48 hours of delivery.
  • Provide your order number and photos of the issue.
  • We’ll arrange a free replacement or a full refund.

11. Do you have a physical store?

No. DecoLooma operates exclusively online.

12. How can I contact you?

You can reach us via:

Email: support@decolooma.com
Phone: +61 4 24709051

Customer Service Hours:

Monday – Saturday: 9am–5pm AEST
Sunday: 10am–4pm AEST
We aim to respond within 24 hours.