Customer
Support

How can we help?

Frequently Asked Questions (FAQ)

Shipping

Delivery usually takes 2-4 workdays. We offer global shipping, available for all countries. All orders to the Netherlands and Belgium are shipped with either PostNL or DHL.

I ordered an item, how long does delivery take?

Typically, delivery takes 2-4 working days. Please be aware that shipments to distant countries may experience some delays in delivery.

How will my order be shipped?

All orders to the Netherlands and Belgium are shipped with either PostNL or DHL. All international orders are shipped with either FedEx or UPS.

To which countries do you ship?

We offer global shipping!

What are the shipping costs?

The costs for shipping vary per country and are calculated at the checkout. Shipping is free for all orders within the Netherlands and for international orders totalling €50,- and above.

Where do you ship from?

All our orders are shipped from the Netherlands.

How can I change my shipping address?

In order to ship your order as soon as possible, all orders are processed as soon as possible. Because of this we cannot make any changes to a delivery address or cancel an order.

Do you also ship to a post office?

Our orders can only be shipped to a personal address.

Can you ship to a PO Box?

Please note that we can not ship your order to a PO Box. We kindly ask you to provide a different address.

Returns

If unsatisfied with your new purchase, you may return them within 14 days of delivery for a refund or an exchange.

What is your return policy?

If you are unsatisfied with your new purchase, you may return them within 14 days of delivery for a refund or an exchange. Goods must be sealed, unused and in their original package to qualify. The DECODED Return Policy is limited to products purchased on the DECODED online store (decodedbags.com). Products purchased from third party retailers are subject to their own policies independent of DECODED.

Please note that any special offers may not be applicable after you return (part of) your order. In this case, your refund is adjusted to the original price.

Extended Holiday returns

For returns of Holiday Gifts, items purchased between November 15th and December 24th will be accepted for return until January 14, given all other return guidelines are met. If the returned item looks used, we can not process your return.

How can I return my order?

Please send an e-mail to support@decoded.nl announcing your return. We ask you to return the item(s) to:

Elmarc B.V.

Decoded Returns

Kolenbranderstraat 28

2984AT Ridderkerk

The Netherlands

Can I return my order in a shop?

It is not possible to return your webshop purchase at one of our store locations.

What are the costs of a return?

Please note that we will ask you to return your item(s) to our warehouse in the Netherlands. We do not provide return labels for customer returns or exchanges, and you are responsible for the costs of the return.

When can I receive a refund?

We aim to process all returns within 5 business days after receiving it.

Can I exchange my product?

Ordered the wrong item or prefer a different color? We can offer an exchange as long as the new item is the same price as your original order.

I received the wrong product, what now?

If you have received the wrong item, please contact support@decoded.nl within 3 business days of delivery to report the issue. We will assist you in ensuring you receive the correct product.

The product I received is damaged, what can I do?

If you received a damaged  item, you should e-mail support@decoded.nl within 3 business days of delivery to report the problem. We will help you with a replacement.

Products

Our DECODED leather products exclusively use premium-quality full-grain leather. As is typical with all full-grain leather, there may be wrinkles, scars, and marks. It's important to note that these features do not compromise the durability of the product.

What kind of leather do you use?

All our products are made from European cow hides.

The product I want is sold out, will it be back in stock?

Some items will be restocked. However, some items will not be produced anymore and will also not be restocked. For a specific stock question, please contact us at support@decoded.nl.

How do I clean my product?

DECODED products uses only premium quality full grain leather. There may be some characteristic signs such as discolouration, wrinkles, scars and marks. Those do not affect the durability of the product, in fact these arise from the natural beauty of premium leather.

For general cleaning on the leather parts of your DECODED product, please use a soft cloth and a leather cleaner and/or conditioning cream and follow instructions. This should be done three or four times a year and this facilitates the durability, shine and increases the beauty of your DECODED product overall. When it comes to the chemicals that you used to clean your DECODED product, you need to be very careful. Turpentine and mineral spirits must be avoided as they can pull colour, and caustic household chemicals should never be used to clean leather and leather preparations that contain alcohol should also be avoided.

Which product do I need for my iPhone/iPad?

Don't know what iPhone / iPad you have? No Problem, you can find your iPhone / iPad model number by looking at the small text on the back of your device. Example: "Model A*****" If you cannot read or find the text on the back of your device, launch the iOS Settings app and navigate to General > About > Model (or Model Number).

Please be sure to double-check if you have the right case for your device. The most common reason for returns is ordering the wrong size. Together we can minimalize the impact on our environment by reducing these kinds of returns.

How do I insert my iPhone into my DECODED case?

We build our cases to fit the precise measurements of your iPhone, for a secure, safe fit. To insert your iPhone correctly to ensure maximum functionality and solid protection.  Lay your new Decoded case open flat on a hard surface. Insert your iPhone at 45 degree angle beginning with the two front corners (nearest your front camera). Slowly begin to lower your iPhone into the case (beginning with your volume buttons). Firmly snap your case in at the bottom corners.

What is a patina?

Leather will develop natural stains and scars and may darken in colour over time, creating a rich patina that tells your story.

Orders

You can track your order by following the link that was sent to you by e-mail. Please check your spam folder if you did not receive a shipment confirmation.

The item(s) I ordered are now on Sale. Can my order be refunded to the sale price?

We are unable to offer price adjustments for orders placed outside of the sale window. As stock levels may vary and change quickly, we can not guarantee your item(s) are in stock if you wish to make a return.

I am expecting a package, but it has not been delivered, what can I do?

You can follow your order using the tracking information in your e-mail. If tracking is missing or unclear, please contact us at support@dcoded.nl and be sure to include your order number.

I did not receive an order confirmation, what can I do?

Your order confirmation may end up in your spam folder. Please check this first or else contact us at support@decoded.nl.

Why am I charged VAT or duties?

Some countries may charge import duties or fees for receiving international packages from the Netherlands. Please note that DECODED is not in control of this and that you are responsible for all costs applicable. The time a country holds a package in customs varies, and we do not have means of contacting these offices.

How can I follow my order?

You can track your order by following the link that was sent to you by e-mail. Please check your spam folder if you did not receive a shipment confirmation. If your tracking link is not working, please contact us at support@decoded.nl.

I have placed an order, can I cancel or change the order?

In order to ship your order as soon as possible, all orders are processed as soon as possible. Because of this we can not make any changes or cancel an order.

I entered the wrong delivery address, what can I do?

In order to ship your order as soon as possible, all orders are processed as soon as possible. Because of this we can not make any changes to a delivery address.

I have placed a pre-order, when will this be shipped?

The availability of a pre-order item is shown at the product page. If your order contains multiple items, all items will be shipped at the same time when the pre-order item is available.

Warranty

We offer a 2-year Global limited warranty on all products. We cover all manufacturing errors but do not cover any damages that may have occurred during normal wear.

What is your warranty policy?

At DECODED, we offer a 2-year Global limited warranty on all DECODED products. We cover all manufacturing errors but do not cover any damages that may have occurred during normal wear and tear and or misuse of your DECODED product.

In the event of a warranty claim, our goal is to provide a replacement of the same model; however, we cannot guarantee this outcome. Depending on the circumstances, we may offer an alternative model, a different color, or a credit for our webshop. It's important to note that within the 2-year warranty period, DECODED permits one (1) warranty claim per purchased product.

How long do you offer warranty?

We offer a two-year warranty on all DECODED products.

How can I make use of warranty?

If you wish to make a warranty claim, please send an e-mail to support@decoded.nl. This should include pictures or a video of the problem with your DECODED item as well as your proof of purchase.

What is not included in warranty?

DECODED is not liable for any damages that may result from ordinary wear and tear. Our warranty does not cover the repair or replacement of property such as electronic devices and/or other personal property.

Items purchased through a DECODED reseller will be subject to the warranty policies of that specific reseller.

Retail & collaborations

We're always open to collaborations. For all sales enquiries, send an e-mail to sales@decoded.nl.

I would like to sell DECODED items at my store, what can I do?

For all sales enquiries, please contact us at sales@decoded.nl.

I am an influencer and I would like to work with you

We are always looking to work with others that are enthusiastic about our products!

Do you have an open profile, at least 1.000 followers and a high engagement rate on your Instagram profile? Please send an e-mail to marketing@decoded.nl.

We will review your request and get back to you on a possible collaboration.

Make sure to include:
Your name, social account, country of origin, the type of collaboration and why you think we should collaborate.

Other questions

For other enquiries, please contact us at support@decoded.nl

Do I need to create an account?

No, you can also check out as a guest. Create an account and sign up to our newsletter to receive the latest products and news!

When can I expect an answer from support?

We aim to reply as soon as possible, within 2-3 working days. Sometimes it may take a bit longer before we can respond to your e-mail, for example in busy sale periods.

Our office hours are:

Monday til Friday 08.30am - 05.00pm (CET)