frequently asked questionsFAQ
I ordered an item, how long does delivery take?
Delivery usually takes 2-4 working days. Please note that due to global circumstances, there may be some delay in deliveries.
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 have global shipping available for all countries.
What are the shipping costs?
Shipping costs vary per country and are calculated at the checkout. We have free shipping for all Dutch orders and for all international orders from €50,- and up.
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 will 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 as a different address.
What is your return policy?
You should love everything about your DECODED product. However, if you are not satisfied with your new purchase, you may return them within 14 days of delivery for a refund or an exchange. Goods must be sealed 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 3rd party retailers are subject to their own policies independent of DECODED.
We are happy to offer a full refund or exchange, within 14 days after delivery, for any items with which you are not entirely satisfied. Return the item unused and in its original packaging.
How can I return my order?
Please send an e-mail to firstname.lastname@example.org announcing your return. We ask you to return the item(s) to:
Can I return my order in a shop?
It is not possible to return your webshop purchase in a store.
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 have an exchange?
Ordered the wrong item or prefer a different color? We can offer en exchange as long as the exchange item is the same price as your original order.
I received the wrong product, what can I do?
If you received the wrong item, you must mail email@example.com within 3 business days of delivery to report the problem. They will give you the instructions for the exchange of the right product.
The product I received is damaged, what can I do?
If you received a damaged item, you must mail firstname.lastname@example.org within 3 business days of delivery to report the problem. They will help you with a replacement.
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 email@example.com.
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.
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 firstname.lastname@example.org 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 email@example.com.
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 firstname.lastname@example.org.
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.
I would like to sell DECODED items at my store, what can I do?
For all sales enquiries, please contact us at email@example.com.
I am an influencer and I would like to work with you
We always like to work together 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 firstname.lastname@example.org.
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.
Do I need to create an account?
No, you can also check out as a guest. You can 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 sale periods, when there is a problem with a shipment or with other circumstances we can not control.
Our office hours are:
Monday til Friday 08.30am - 05.00pm (CET)
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 case of a warranty claim, we aim to replace with the same style, but we cannot guarantee this! In some situations, we will offer a new style or colour or credit for our webshop. During your 2-year warranty period, DECODED allows 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 want to make a warranty claim, please send an e-mail to email@example.com including 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 will not be liable for any damages that may result from the use of any DECODED product. Our warranty does not cover the repair or replacement of property such as electronic devices and/or other personal property. Damages that may be the result of normal wear and tear are not liable for a warranty.
DECODED items bought at a DECODED reseller will have to go through warranty of the specific reseller.