Frequently asked questions
1. Questions about your online order
How does the order procedure work?
Step 1. Click on one article, and you will be taken to the product page of the desired article. Here you will find an extensive description and specification. Then click on the 'Add to cart' button. The item will then be added to your shopping cart.
Step 2. In your shopping cart you can choose between 'Continue shopping' or 'View cart'. When your order is complete, click on 'View Cart'.
You can view your shopping cart at any time via the shopping cart symbol at the top right and click on 'Order' to proceed to checkout.
Step 3. Check the contents of your shopping cart. Also check the desired totals. You can still adjust the total here or delete an article by means of the 'minus and plus' symbol. If you have a comment, you can enter it in the 'Note' field. If it is correct, click on the 'Order' button. You will then be taken to our checkout page.
Step 4. Information / Contact details: Fill in the requested information. The fields marked with an * are mandatory. We need at least this information to complete your order correctly.
If you have a discount code, you can enter it at the top right of your invoice and then click 'Apply'. Your discount will then be processed immediately.
Step 5. Shipping method: Click on the desired shipping method.
Step 6. Payment method: Choose the payment method you prefer.
Step 7. Check your order: You will see a complete overview of the products you have selected. You can check these again and adjust anything if necessary.
Step 10. Remember me: If you check this box, you will not have to enter your details again the next time you are on our website. By clicking the 'Complete order' button, you agree to our Terms and Conditions and your order will be entered into our system. You will be redirected to a secure payment page to pay for your order.
After the payment has been completed you will always receive a confirmation email. If you do not receive this, please contact customer service.
What is the delivery time of my order?
The delivery time stated with each item is an indication. If it is not a stock item, we have to order the item from the supplier and are dependent on their delivery speed.
If your order consists of several items, we will wait with delivery until the final item arrives in our warehouse. As soon as the last item has been received by us, we will ship the complete order that same day.
In short: If you order multiple items with different delivery times, you should take the item with the longest delivery time as a guide.
What are the shipping costs?
Delivery costs per country can be found below. If you order multiple items, you only pay shipping costs once.
Netherlands € 6,95
Germany € 6,95
Belgium € 6,95
Luxembourg € 9,95
Austria € 9,95
Spain € 14,95
France € 11,95
Italy € 13,95
Poland € 11,95
How can I pay for my order?
Click here for a complete overview of our payment options.
How will my package be delivered?
All items with a maximum length of 175cm and a maximum weight of 30kg are sent with our parcel service (DPD). It is possible that your order will be divided into several packages to meet the above requirements.
All our wall decorations are shipped in sturdy cardboard packaging. To increase the delivery chance, it is useful to specify a delivery address where you or someone else is present, e.g. your work. We will send you a Track & Trace code by e-mail so that you can track your package.
If you are unfortunately not at home to receive your package(s), your package(s) will be left with your neighbour or at a DPD parcel shop.
How can I return my order?
All information for returning your order can be found on the return page.
What if I am not at home at the time of delivery?
We send all our parcels via DPD. If you are not at home, we will try to deliver your package to the neighbours. If that is not possible, we will deliver your parcel to a Pickup parcelshop in your area. You can pick up your package there yourself. You can see when your package will be delivered using Track & Trace.
What is the delivery area?
We deliver via the Yourdecoration.com site to the Netherlands, Belgium, Germany, Austria, France, Italy, Luxemburg and Spain.
Where can I enter my promotional code / discount code?
Do you have a discount code? You can fill this in when ordering in step 'Information' in the field 'Gift voucher or discount code' (indicated in red below). This field is located on the right side of your screen, above the invoice. Then click on 'Apply'. Your discount will then be processed immediately.
discount code field
Can I use multiple discount codes for one order?
It is not possible to combine multiple discount codes and/or promotions. Example: you have received a discount code by email and you want to combine it with our 'Buy more and save more! ' promotion where you get a 5, 7.5 or 10% discount when buying 2, 3 or 5 items.
Discount codes cannot be added together, so only one discount can be applied per order.
The value of the discount can also never lead to any form of cash payment by us. If your order is cancelled, the amount of the discount will not be refunded.
How can I unsubscribe from the newsletter?
At the bottom of every newsletter you receive from us, there is an option to unsubscribe.
Are all frames suitable for Diamond Paintings?
All our photo frames are suitable for a Diamond Paintings except frame types Evry and Bordeaux. These are not suitable for Diamond Paintings. Check carefully whether the moulding of the chosen photo frame is deep enough to fit a Diamond Painting as well as the glass and rear panel.
Please note: All frames have an anti-reflex plastic glass, which means that the Painting can appear slightly blurry up close.
What’s the best way to hang my Photo Wallpaper?
Are you planning to order photo wallpaper or have you already purchased some, but are you unsure about the best way to hang it?
View here a manual and tips on how to apply wallpaper in the easiest way.
What should I do if I have a complaint?
If you have a complaint about our products or our service, you can contact us via customerservice@yourdecoration.com.
You will receive a substantive response from us within 14 days of receipt of your complaint.
We would kindly ask you to clearly describe your complaint and, if necessary, add photos.
If you don't agree with the solution or we can't work it out together?
Then you can submit your complaint to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/)
If you have not found an answer to your question or it is not yet completely clear,
please contact us via the contact form. We look forward to hearing from you.
What should I do if I am not satisfied with the handling of my complaint?
If you are not satisfied with the handling of your complaint, you can submit it to the Disputes Committee Thuiswinkel, PO Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).
3. Guarantee
What is the guarantee?
The legal guarantee applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect of it. Some products also come with a manufacturer's warranty. This warranty does not affect the legal guarantee.
4. Prices on website
Do all prices on the website include VAT?
Yes, all prices shown on the website include VAT
5. Questions about the terms and conditions
How did the general terms and conditions come about?
These General Terms and Conditions of the Dutch Home Shopping Organization have been drawn up in consultation with the Consumers' Association within the framework of the Coordination Group Self-Regulation Consultation (CZ) of the Social and Economic Council and came into effect on 1 June 2014.
These General Terms and Conditions are used by all members of the Dutch Home Shopping Organization with the exception of financial services as referred to in the Financial Supervision Act and insofar as these services are supervised by the Netherlands Authority for the Financial Markets. Download the general terms and conditions here.
How does the order procedure work?
Step 1. Click on one article, and you will be taken to the product page of the desired article. Here you will find an extensive description and specification. Then click on the 'Add to cart' button. The item will then be added to your shopping cart.
Step 2. In your shopping cart you can choose between 'Continue shopping' or 'View cart'. When your order is complete, click on 'View Cart'.
You can view your shopping cart at any time via the shopping cart symbol at the top right and click on 'Order' to proceed to checkout.
Step 3. Check the contents of your shopping cart. Also check the desired totals. You can still adjust the total here or delete an article by means of the 'minus and plus' symbol. If you have a comment, you can enter it in the 'Note' field. If it is correct, click on the 'Order' button. You will then be taken to our checkout page.
Step 4. Information / Contact details: Fill in the requested information. The fields marked with an * are mandatory. We need at least this information to complete your order correctly.
If you have a discount code, you can enter it at the top right of your invoice and then click 'Apply'. Your discount will then be processed immediately.
Step 5. Shipping method: Click on the desired shipping method.
Step 6. Payment method: Choose the payment method you prefer.
Step 7. Check your order: You will see a complete overview of the products you have selected. You can check these again and adjust anything if necessary.
Step 10. Remember me: If you check this box, you will not have to enter your details again the next time you are on our website. By clicking the 'Complete order' button, you agree to our Terms and Conditions and your order will be entered into our system. You will be redirected to a secure payment page to pay for your order.
After the payment has been completed you will always receive a confirmation email. If you do not receive this, please contact customer service.
What is the delivery time of my order?
The delivery time stated with each item is an indication. If it is not a stock item, we have to order the item from the supplier and are dependent on their delivery speed.
If your order consists of several items, we will wait with delivery until the final item arrives in our warehouse. As soon as the last item has been received by us, we will ship the complete order that same day.
In short: If you order multiple items with different delivery times, you should take the item with the longest delivery time as a guide.
What are the shipping costs?
Delivery costs per country can be found below. If you order multiple items, you only pay shipping costs once.
Netherlands € 6,95
Germany € 6,95
Belgium € 6,95
Luxembourg € 9,95
Austria € 9,95
Spain € 14,95
France € 11,95
Italy € 13,95
Poland € 11,95
How can I pay for my order?
Click here for a complete overview of our payment options.
How will my package be delivered?
All items with a maximum length of 175cm and a maximum weight of 30kg are sent with our parcel service (DPD). It is possible that your order will be divided into several packages to meet the above requirements.
All our wall decorations are shipped in sturdy cardboard packaging. To increase the delivery chance, it is useful to specify a delivery address where you or someone else is present, e.g. your work. We will send you a Track & Trace code by e-mail so that you can track your package.
If you are unfortunately not at home to receive your package(s), your package(s) will be left with your neighbour or at a DPD parcel shop.
How can I return my order?
All information for returning your order can be found on the return page.
What if I am not at home at the time of delivery?
We send all our parcels via DPD. If you are not at home, we will try to deliver your package to the neighbours. If that is not possible, we will deliver your parcel to a Pickup parcelshop in your area. You can pick up your package there yourself. You can see when your package will be delivered using Track & Trace.
What is the delivery area?
We deliver via the Yourdecoration.com site to the Netherlands, Belgium, Germany, Austria, France, Italy, Luxemburg and Spain.
Where can I enter my promotional code / discount code?
Do you have a discount code? You can fill this in when ordering in step 'Information' in the field 'Gift voucher or discount code' (indicated in red below). This field is located on the right side of your screen, above the invoice. Then click on 'Apply'. Your discount will then be processed immediately.
discount code field
Can I use multiple discount codes for one order?
It is not possible to combine multiple discount codes and/or promotions. Example: you have received a discount code by email and you want to combine it with our 'Buy more and save more! ' promotion where you get a 5, 7.5 or 10% discount when buying 2, 3 or 5 items.
Discount codes cannot be added together, so only one discount can be applied per order.
The value of the discount can also never lead to any form of cash payment by us. If your order is cancelled, the amount of the discount will not be refunded.
How can I unsubscribe from the newsletter?
At the bottom of every newsletter you receive from us, there is an option to unsubscribe.
Are all frames suitable for Diamond Paintings?
All our photo frames are suitable for a Diamond Paintings except frame types Evry and Bordeaux. These are not suitable for Diamond Paintings. Check carefully whether the moulding of the chosen photo frame is deep enough to fit a Diamond Painting as well as the glass and rear panel.
Please note: All frames have an anti-reflex plastic glass, which means that the Painting can appear slightly blurry up close.
What’s the best way to hang my Photo Wallpaper?
Are you planning to order photo wallpaper or have you already purchased some, but are you unsure about the best way to hang it?
View here a manual and tips on how to apply wallpaper in the easiest way.
What should I do if I have a complaint?
If you have a complaint about our products or our service, you can contact us via customerservice@yourdecoration.com.
You will receive a substantive response from us within 14 days of receipt of your complaint.
We would kindly ask you to clearly describe your complaint and, if necessary, add photos.
If you don't agree with the solution or we can't work it out together?
Then you can submit your complaint to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/)
If you have not found an answer to your question or it is not yet completely clear,
please contact us via the contact form. We look forward to hearing from you.
What should I do if I am not satisfied with the handling of my complaint?
If you are not satisfied with the handling of your complaint, you can submit it to the Disputes Committee Thuiswinkel, PO Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).
3. Guarantee
What is the guarantee?
The legal guarantee applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect of it. Some products also come with a manufacturer's warranty. This warranty does not affect the legal guarantee.
4. Prices on website
Do all prices on the website include VAT?
Yes, all prices shown on the website include VAT
5. Questions about the terms and conditions
How did the general terms and conditions come about?
These General Terms and Conditions of the Dutch Home Shopping Organization have been drawn up in consultation with the Consumers' Association within the framework of the Coordination Group Self-Regulation Consultation (CZ) of the Social and Economic Council and came into effect on 1 June 2014.
These General Terms and Conditions are used by all members of the Dutch Home Shopping Organization with the exception of financial services as referred to in the Financial Supervision Act and insofar as these services are supervised by the Netherlands Authority for the Financial Markets. Download the general terms and conditions here.
