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25% OFF ENTIRE PURCHASE - Shop in store + online through 11/30

FAQs

As the world's response to coronavirus (COVID-19) continues to evolve, we promise to keep you informed of all changes that might impact the way we serve the Décor Neue community.  We care very deeply about the wellbeing of everyone in the Décor Neue community and we are monitoring and following the latest guidelines from the CDC and WHO to continue to maintain a safe environment so that we can support our customers, vendors and employees.

Wherever you may be in the world, our team is prepared and ready to support you in any way possible. We will be sure to keep you informed of any changes that may come in the days ahead. And we encourage you to please reach out to our customer care team at here if you have any questions.  Below are some frequently asked questions from members of our community:

Will the shipping time of my order be affected?

Due to transit delays and the wildfires in California, Oregon, Washington, and other Western States, customers in affected areas may experience unforeseen delays in order delivery. Please allow up to 1-2 weeks from normal shipping times.

Will I be notified of the status of my order and estimated delivery time?

We will do our best to update you with as much relevant information regarding your order as we possibly can. Some orders may experience delays due to restrictions that could impact one or more of our shipping partners.

If you have any additional questions or concerns please contact us here.

Thank you for your continued support, 

The Décor Neue Team

WHERE ARE YOU LOCATED?

Located inside You Got Swank

1425 Winnifred Street, Ste 111

Charlotte, North Carolina 28203. 

I FORGOT TO APPLY A DISCOUNT CODE, WHAT CAN I DO?

Please contact us at hello@decorneue.com within 24hrs, we can issue a refund to you for the discount amount.

HOW LONG DOES ORDER PROCESSING TAKE?

Processing your order takes about 1-3 business days. During high volume periods please allow about 2-7 business days for your order to be processed.

HOW LONG DOES SHIPPING TAKE?

We ship with UPS, FEDEX, DHL, or United Postal Service. Which means that each order is shipped out to you as fast as possible.

It takes around 2-10 business days to be delivered depending on your location (Not including weekends, holidays, and unexpected delays due to couriers)

Shipping times are approximate and is dependent on your location.

HOW DO I TRACK MY ORDER?

You will receive a tracking link to your email once your order is shipped out. Your tracking will start showing information once it gets scanned by our shipping company. Please wait 2-4 days for it to show information. 

WHY ISN'T MY TRACKING UPDATING?

If your tracking is not showing information, please wait 2-4 days before trying to track your package again. If your package is showing information but it is not updating, your package is making it's way to your country and will be updated once it is picked up by your local carrier. If you have any issues with your tracking, please contact us at hello@decorneue.com.

CAN I CHANGE OR CANCEL MY ORDER?

If you would like to modify or cancel your order, please email us at hello@decorneue.com immediately after you purchased your product. We will email you within 24 hours to confirm your changes and any further instructions. Once we shipped your order, you cannot cancel or modify your order. Print and Home Décor orders must be cancelled within 24 hours.

CAN I CHANGE MY ADDRESS?

If you would like to change your shipping address, please email us at hello@decorneue.com immediately after you purchased your product. We will email you within 24 hours to confirm the change in your address. We cannot change your address once it is in transit. Please contact the carrier to have your mail forwarded to you.

I ONLY RECEIVED ONE OF MANY PRODUCTS, WHERE ARE MY OTHER PRODUCTS?

We sometimes ship your order in separate packages to optimize delivery times and to meet weight restrictions. Please refer to your tracking codes to see when your other items are going to be delivered to you.

MY PRODUCT ARRIVED DAMAGED, WHAT DO I DO?

We are sorry that your product arrived damaged, accidents do rarely occur during shipment. Do not worry, please send us an email at hello@decorneue.com. We will work with you to get this resolved immediately. Please send us pictures or videos of the damages with the email.

CAN YOU SHIP FRAMED CANVAS ART?

Unfortunately we cannot ship our frames due to their size and the increase in shipping it would carry over to our customers. However the sizes we offer for our canvas art ensures that you can easily find the right frame size at your local department store, at affordable prices.

HOW DOES YOUR WALL CANVAS ARRIVE?

Our canvas art arrives rolled up like a poster in a super durable mailing tube. We do this as it ensures your art arrives unscathed ready for you to show off your new purchase.

MY TRACKING SAYS MY PACKAGE IS DELIVERED BUT I DIDN'T RECEIVE IT. 

Our shipping labeling system is automated and will send your package to the exact address you've given us. Please wait 1-2 days to see if your package shows up. Check your mailbox, front office, family members, neighbors and front porch for your package. If your package is still not delivered please contact the carrier as they might have made a mistake with your package.

I DIDN'T COLLECT MY PACKAGE FROM THE CARRIER AND IT'S BEING RETURNED TO YOU. 

If your package is being returned to us because you did not collect it from your postal office on time, please contact us at hello@decorneue.com. We can reissue your order for a shipping fee. Alternatively, we can issue you a refund less the shipping fee we incurred.

HOW DO I RETURN MY PACKAGE?

If you would like to return your package, please contact our customer care team at hello@decorneue.com. Our team will provide you further instructions for returning your package to our team in Charlotte, North Carolina.

We will send you a refund within 3-5 business days of receiving and inspecting it. As per our Refund Policy we do not pay for return shipping.

If you have any further questions or inquires, please contact us at hello@decorneue.com.