🌸 Frequently Asked Questions 🌸
Check out our Frequently Asked Questions below. If you still need help please contact us.
✨ SHIPPING ✨
📦 Do you ship internationally?
Yes! We ship worldwide. 🌍 Shipping costs and delivery times vary by location and will be calculated at checkout. Please note that international orders may be subject to customs fees, which are the buyer’s responsibility.
🚚 How long will my order take?
- Pre-planned designs: dispatched in 1–2 weeks
- Custom cases: dispatched in 2–3 weeks
- UK delivery: 2–5 business days after dispatch
- International delivery: 7–21 business days (customs may apply)
You’ll receive a confirmation email with tracking once your order is on the way. ✨
Note: Shipping times may vary during holidays or busy seasons — we’ll always keep you updated if there are delays.
📍 How do I track my order?
Once your order ships, you’ll receive an email with a tracking number and link so you can follow your package’s journey. 📦✨
- For UK orders, tracking usually updates within 24 hours.
- For international orders, tracking may take a little longer to update, depending on your country’s postal system.
If you haven’t received your tracking info, please check your spam folder or contact us. 💌
✨ RETURNS ✨
🔄 What’s your return/exchange policy?
Since our products are handmade and often customized, we don’t typically accept returns for change of mind or if the customer selected the wrong device model. However:
- If your order arrives damaged, incorrect, or with a quality issue, please contact us within 14 days and we’ll make it right. 💕
- We may ask for photos or videos of the item so we can resolve the issue quickly.
Tip: Double-check your device model before ordering to avoid sizing issues.
🔁 Can I exchange for a different item?
Because our products are handmade and sometimes customized to your device, we unfortunately cannot offer direct exchanges for a different style, size, or product. 🌸
If you’d like a different item, we recommend placing a new order. If you’re unsure before ordering, feel free to contact us and we’ll be happy to help you pick the right case or accessory! 🎀✨
✨ ABOUT OUR PRODUCTS ✨
💖 Can I customize a phone case, iPad/ kindle/ tablet case, or DecoGrip?
Absolutely! OurCustomize Your Owncollection lets you choose colors, cabochons, and themes to make a one-of-a-kind design just for you. 🎀
Custom orders are handmade to your request, so please double-check device model and design details before ordering.
🛠️ How durable are the decoden pieces?
All items are handmade with care using high-quality materials. However, please treat them gently — avoid dropping, bending, or exposing them to water to keep them looking their best.
Because of the handmade nature, it may be inevitable that some charms fall off or the cream glue detaches from the case in certain areas over time. To help with this, we include a small 3ml bottle of B7000 glue with your order so you can easily reattach any pieces if needed. 🎀
🌸 DECODEN AFTERCARE
To keep your decoden creations looking their cutest:
- Avoid water, oils, or strong cleaning products — wipe gently with a soft, dry cloth only.
- Store your case or accessory away from sharp objects to prevent scratches.
- Be mindful of tossing your device into bags or pockets, as pressure can loosen charms.
- Use the included B7000 glue for quick fixes if a charm comes loose.
With a little extra care, your pieces will stay sparkly and beautiful for a long time! 💖