FAQs

Welcome to DecoRta.

Find answers about ordering, delivery, returns and choosing pieces for your home. Need more help? Contact support@decorta.com.

1. How long does delivery take?

US warehouse items: 7–12 business days from the order date for products identified as US warehouse items and delivered within the United States.

Standard products: 2–4 weeks from the order date.

Custom rugs: 3–8 weeks after your order and final specifications are confirmed.

These estimates include processing, production where applicable and shipping. Processing usually takes 2–3 business days and is included in the estimates above. Our order cutoff is 5:00 PM Central Time, Monday–Friday. Business days exclude weekends and public holidays. Delivery windows are estimates, not guarantees. See our Shipping Policy for details.

2. Is shipping free?

Yes. We offer free shipping on all orders, with no minimum purchase, including custom rugs and oversized items, to destinations available at checkout or confirmed before payment.

3. Where is DecoRta based, and where are orders dispatched from?

DecoRta is based in Chicago, United States. Our business address is 332 S Michigan Ave, #900, Chicago, IL 60604, United States. Products may be dispatched by different fulfilment partners, including international warehouses. The dispatch location may differ from our business address, and items in one order may arrive separately.

4. My item arrived damaged or faulty. What should I do?

Email support@decorta.com promptly with your order number, a description of the problem and photographs where possible. Keep the item and its packaging while we review the issue. We will arrange the appropriate remedy; for confirmed damage, defects or incorrectly supplied goods, DecoRta covers the necessary return or replacement shipping costs.

5. Can I cancel an order?

Contact support@decorta.com as soon as possible with your order number. We will check whether the order can still be stopped; cancellation may not be possible once fulfilment has begun or the parcel has been dispatched. If it cannot be stopped, we will explain the available return options and any applicable cancellation rights.

6. How do returns work?

You may request a return within 30 calendar days of delivery. For a change-of-mind return, items must be unused, uninstalled and undamaged, with their original packaging, accessories and complete contents. Contact us for approval and the correct return address before sending anything back. Our business address is not automatically the return address. See our Returns & Refunds Policy for eligibility, shipping costs and your statutory rights.

7. When will my refund arrive?

We will notify you after receiving and inspecting the return. For approved returns under our voluntary policy, refunds are issued to the original payment method within 10 business days of receiving the returned item. Your bank or payment provider may take additional time to post the refund. Contact support@decorta.com if you need an update.

8. What protection comes with my purchase?

Our 30-day return request window applies subject to the Returns & Refunds Policy. If an item is faulty, damaged or different from what you ordered, contact us so we can arrange the appropriate remedy. Any product-specific warranty is stated on the product page. Your mandatory consumer rights remain unaffected.

9. How do I reach customer support?

Email support@decorta.com or use our Contact page. Include your order number when asking about an order. Our support hours are Monday–Friday, 9:00 AM–5:00 PM, and Saturday–Sunday, 11:00 AM–3:00 PM, Central Time (CT).

10. Which countries do you ship to?

We serve customers in the United States, Canada and Europe where delivery is available for the selected product. Enter your delivery address at checkout to confirm available services and charges. Some products have destination restrictions.

11. Can I visit a physical shop?

DecoRta is an online store. Our Chicago business address is not a retail showroom or a walk-in returns location. Please contact us before sending any parcel to arrange the correct return address.

12. Will a light work with my local electrical supply?

Check the voltage, plug type, dimensions and installation requirements shown for the selected product and variant before ordering. Compatibility varies by item; we do not assume every light is suitable for every country. If a detail is missing, email support@decorta.com with the product link and destination country. Hardwired installations should be handled by a qualified electrician.

13. Can you help me choose a piece for my home?

Yes. Send the product link, room measurements and any relevant colour or size preferences to support@decorta.com. We can help clarify the published product details so you can choose a suitable option.

14. Where can I check my shipment?

When tracking is available, shipment details are sent in your dispatch confirmation. You can also visit our Track Order page and enter the requested order details. If you cannot find an update, email support@decorta.com with your order number.