Customer Service

COVID-19

In light of the reduced workforces and social distancing during this unprecedented time, we are experiencing longer order processing and shipping times than usual. Thank you for your understanding and patience.

Ordering

After your order is placed, you will receive an email confirming your order. If you do not receive your confirmation email within 24 hours, please contact us at customerservice@decortecosmetics.com.

Order Processing

Online orders are processed during business hours Monday – Friday, 9am – 5pm ET, excluding major holidays.

  • Once your order is placed, you will receive an email confirmation.
  • Please allow 2-3* business days to fulfill your order.
  • Once your order is fulfilled and ready to ship, you will receive an email with shipping confirmation and tracking details. Depending on the shipping method chosen and your location, orders will deliver in 2-14* business days.
  • Orders ship from our warehouse in New Jersey.

 

*Increases in volume associated with promotions or major holidays may cause delays in processing times and delivery windows to be extended.

 

Payment Authorization

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

 

Order Tracking

When you receive your confirmation there is a choice to “view your order”. From here orders can be tracked using the Shop app or Decorté account holders can track within their account. Please follow the steps below.

 

Decorté Account Holders
Please log into your account and click on your order. Once your order is open, click on the banner at the top of the page to track your package.

To Track with Shop on Mobile (or other devices) please follow the steps below.
For non-mobile device users s (computers) please contact customer service for assistance.

  1. Click the “View Your Order” button in the confirmation email.
  2. Click “Track Order with Shop” once you have successfully opened your order in your browser.
  3. Sign into Shop or create an account with the email address on your order.
  4. Once signed in, your order details will automatically upload for tracking.
  5. Start Tracking!

Shipping & Delivery

Order processing occurs Monday – Friday during business hours 9am to 5pm. Orders are shipped Monday through Friday and delivered Monday through Friday excluding major holidays.  

Ship Method Processing

Standard

ALL orders have a standard processing period of 2-3 business days

Priority

ALL orders have a standard processing period of 2-3 business days

Express

ALL orders have a standard processing period of 2-3 business days

*Please note the following: Orders shipping via Priority or Express must be placed by 12 p.m. EST. Unfortunately, we are unable to deliver orders to P.O. Boxes. Orders destined for some locations in Alaska and Hawaii may take up to 21 business days.

Damages & Missing Items

If your package was damaged in shipment by the carrier or an item is missing from your order. Please notify us immediately by providing images of your order (in pdf, jpeg, jpg, or png format) with the packing slip and the items you received. Damaged and missing items will be replaced.

Cancellations

Regretfully, we are unable to modify or cancel your order once your order confirmation has been sent. We deeply apologize for any inconvenience this may cause you. In order to receive a full refund, simply visit the return center by clicking here and filling out the return form.

Returns & Exchanges

If you are not completely satisfied with your purchase for any reason, simply return it within 30 days of its shipped date for a refund of the purchase price, excluding shipping and handling.

Click here to start a return.

Once your return is approved, you will receive an email with shipping instructions. Securely pack the items for return and include the original packing slip with your RMA number noted. Decorté is not responsible for returned articles lost during transit.

Your return will be processed promptly upon its arrival. Processing time for returns is usually 30 business days from the time the return is received. An email will be sent to confirm receipt and processing of your return.

If your package was damaged in shipment by the carrier, save the box and the merchandise and notify us immediately at customerservice@decortecosmetics.com for the damaged items to be replaced.

Returns or exchanges for purchases made online will not be accepted for return or exchange at a Decorté counter or other retailer locations.

Returns or exchanges for purchases made at a Decorté counter or any other retailer locations cannot be returned through decortecosmetics.com. Items not purchased through decortecosmetics.com should be returned at their place of purchase.

Viewing Orders

If you created an account on this site, or have placed and order after May 14, 2020, your orders can be viewed by clicking here or on the account button and logging into your account or creating one.

Updating Your Account Info

If you have created an account on this site, you can update your account information by clicking here or on the account button and logging into your account. There you can change your mailing and billing addresses, name, and password.

Contact Us

Monday – Friday, from 9 am — 5 pm EST, excluding major holidays


General inquiries or questions about orders placed on this website:
customerservice@decortecosmetics.com



Press inquiries:
press@decortecosmetics.com



Influencer and brand partnerships:
partnerships@decortecosmetics.com