Shipping policy

Last updated: 27 July 2026

OVERVIEW

DecorusOne offers delivery within Australia and to selected international destinations for eligible products.

Products may be dispatched directly by our approved suppliers and fulfilment partners from China or another disclosed fulfilment location. Delivery availability, shipping charges, carriers and estimated delivery timeframes vary by product and destination.

This Shipping Policy explains how orders are processed, dispatched, tracked and delivered.

Please review this policy before placing an order. By completing a purchase from DecorusOne, you agree to the shipping conditions that apply to your order.

1. DELIVERY DESTINATIONS

DecorusOne delivers eligible products to supported destinations displayed during checkout.

International delivery is not necessarily available for every product or every country. Delivery eligibility may depend on:

  • the product and product category;
  • supplier availability;
  • package size and weight;
  • carrier availability;
  • the delivery address;
  • local import requirements;
  • customs restrictions;
  • dangerous-goods, battery or electrical-product restrictions; and
  • the shipping rates configured for the destination.

If a shipping option is unavailable during checkout, we may be unable to deliver the selected product to that destination.

2. INTERNATIONAL PRODUCTS

Products displayed in our International Collection or identified as having an “International Option” may be eligible for delivery outside Australia.

This identification does not guarantee delivery to every country. Final availability and shipping charges are confirmed during checkout or during our order-verification process.

If we receive an order that cannot be delivered to the selected destination, we will contact the customer and arrange an appropriate solution, which may include cancelling the affected product and refunding the amount paid for that product.

3. ORDER PROCESSING

Order processing begins after:

  • payment has been successfully received;
  • the order has passed any required payment or fraud checks;
  • the delivery details have been received; and
  • the product’s availability has been confirmed.

Orders are not normally processed or dispatched on weekends, public holidays or supplier closure days.

We may contact you if additional information is required to verify your payment, delivery address or product eligibility. A delay in receiving the requested information may delay processing or result in cancellation of the affected order.

4. DISPATCH TIME

Eligible products are usually dispatched within three business days after payment and order verification.

The three-business-day period is a processing and dispatch estimate only. It is not a delivery timeframe or a guaranteed dispatch commitment.

Dispatch may take longer because of:

  • supplier stock verification;
  • high order volumes;
  • weekends or public holidays;
  • supplier closure periods;
  • payment or fraud reviews;
  • incomplete delivery information;
  • product customisation or special handling;
  • carrier availability;
  • weather or operational disruptions; or
  • other circumstances outside our reasonable control.

If a material dispatch delay becomes known to us, we will make reasonable efforts to notify you using the contact details provided with your order.

5. DELIVERY TIMEFRAMES

Processing time and delivery time are separate.

The estimated delivery timeframe begins after the order has been dispatched and accepted into the carrier’s delivery network.

Delivery times vary depending on:

  • the destination country and delivery region;
  • the product and fulfilment location;
  • the selected or available delivery service;
  • carrier network conditions;
  • customs processing;
  • local postal or courier operations;
  • public holidays and peak shopping periods;
  • weather and natural events;
  • remote-area delivery conditions; and
  • applicable security or border inspections.

Any delivery date or timeframe shown on a product page, at checkout or in an order communication is an estimate only unless expressly stated otherwise.

DecorusOne does not guarantee delivery by a particular date. You should not place a time-sensitive order on the assumption that it will arrive by a specific event, holiday or deadline.

6. PRODUCTS DISPATCHED FROM CHINA

Certain DecorusOne products are dispatched directly from approved suppliers or fulfilment partners located in China.

Where a product is dispatched from China:

  • international transit times may be longer than domestic delivery times;
  • the parcel may pass through international sorting centres;
  • customs processing may apply;
  • tracking updates may not appear immediately;
  • tracking may pause while the parcel is transferred between international and local carriers; and
  • the final delivery may be completed by a local postal or courier service.

A product’s country of dispatch does not necessarily indicate its country of manufacture or origin.

7. SHIPPING CHARGES

Shipping charges depend on the product, quantity, package size, package weight, delivery service and destination.

The applicable shipping charge is normally displayed during checkout before payment is completed.

Where multiple products are fulfilled separately, shipping charges may be calculated based on each product, parcel or fulfilment location.

DecorusOne may update its shipping rates at any time. A change to shipping rates will not normally affect an order that has already been accepted and paid for.

8. FREE-SHIPPING OFFERS

Any free-shipping promotion applies only under the conditions displayed in the relevant offer, product page, market or checkout.

Conditions may include:

  • a selected destination;
  • a minimum order value;
  • eligible products;
  • a particular delivery method;
  • an eligible promotional code; or
  • a specified promotional period.

If checkout displays a shipping charge, the order does not qualify for the free-shipping offer.

A free-shipping offer does not necessarily include customs duties, import taxes, brokerage fees, remote-area charges or other destination-country charges.

9. ORDER TRACKING

Tracking is provided for eligible shipments after the order has been dispatched and the carrier has issued tracking information.

It may take several business days after dispatch for tracking information to become active or display its first scan.

International tracking can sometimes pause while a parcel:

  • travels between countries;
  • passes through customs;
  • is transferred between carriers; or
  • enters the destination country’s local delivery network.

A pause in tracking does not necessarily mean that a parcel has been lost.

If tracking has not updated for an extended period, contact support@decorusone.com with your order number.

10. SEPARATE PARCELS

An order containing multiple products may be fulfilled by different suppliers or from different fulfilment locations.

As a result:

  • products may be packaged separately;
  • products may be dispatched on different dates;
  • more than one tracking number may be issued; and
  • parcels may arrive on different dates.

Receiving only part of an order does not necessarily mean that the remaining products are missing.

11. DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check:

  • the recipient’s full name;
  • street number and street name;
  • apartment, unit or building number;
  • suburb, city or locality;
  • state, province or region;
  • postcode or ZIP code;
  • destination country;
  • telephone number; and
  • email address.

If you identify an address error, contact support@decorusone.com immediately.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Additional charges arising from an incorrect, incomplete or inaccessible address may be payable by the customer where legally permitted.

12. PO BOXES AND RESTRICTED ADDRESSES

Some carriers cannot deliver to PO Boxes, parcel lockers, military addresses, freight-forwarding addresses, hotels or certain remote locations.

A residential or business street address may be required.

If the selected carrier cannot deliver to the address provided, we may contact you to request an alternative address. If a suitable address cannot be supplied, we may cancel and refund the affected product.

13. AUTHORITY TO LEAVE AND DELIVERY ATTEMPTS

Depending on the carrier and destination, a parcel may require a signature or may be left in a location considered safe by the carrier.

Carrier delivery practices, authority-to-leave options, collection-point services and signature requirements vary by destination.

Where the carrier leaves a collection notice or sends a collection notification, the customer is responsible for collecting the parcel within the carrier’s stated timeframe.

14. FAILED, UNCLAIMED OR REFUSED DELIVERY

A parcel may be returned to the sender if:

  • the address is incorrect or incomplete;
  • the recipient is unavailable;
  • the parcel is not collected;
  • delivery is refused;
  • required customs charges are not paid;
  • the carrier cannot access the delivery location; or
  • the parcel cannot be delivered for another destination-related reason.

A refused or unclaimed parcel does not automatically qualify for a full refund.

Where legally permitted, costs such as original shipping, return-to-sender charges, customs charges, handling costs and re-delivery charges may be deducted from an approved refund or charged before re-delivery.

Nothing in this section limits rights that cannot lawfully be excluded under applicable consumer law.

15. CUSTOMS, DUTIES AND IMPORT TAXES

International orders may be subject to customs duties, import taxes, value-added taxes, goods and services taxes, brokerage fees or other charges imposed by the destination country.

Unless checkout expressly states that these charges have been collected, the customer may be responsible for paying them.

DecorusOne does not control:

  • customs assessments;
  • customs processing times;
  • local import thresholds;
  • brokerage charges;
  • changes to customs rules; or
  • additional documentation requested by local authorities.

Customers should check applicable import requirements before placing an international order.

16. CUSTOMS DELAYS

Customs and border processing can delay the delivery of an international parcel.

Customs authorities may inspect, hold, return or request additional information about a parcel.

If customs requests information from you, respond promptly and provide only accurate information.

We will provide reasonable assistance where possible, but we cannot control or guarantee the time taken by customs or another government authority.

17. RESTRICTED PRODUCTS AND DESTINATIONS

Some products may be restricted or prohibited in particular countries or regions.

Restrictions may apply to products containing:

  • batteries;
  • electrical components;
  • liquids or gases;
  • magnets;
  • chemicals;
  • plant or animal materials;
  • health or personal-care items;
  • children’s products;
  • food-related materials; or
  • other regulated components.

We may cancel a product if it cannot lawfully or commercially be delivered to the selected destination.

18. DELIVERY DELAYS

If an order is delayed, please review the tracking information before contacting us.

A delayed parcel is not automatically considered lost.

Carrier investigation periods and processes vary. We may need to wait until the carrier’s investigation threshold has been reached before declaring a parcel lost or arranging a remedy.

We will continue to provide reasonable assistance during a carrier or supplier investigation.

19. LOST OR MISSING PARCELS

If tracking shows delivery but you cannot locate the parcel, please:

  • check around the delivery location;
  • check with household members, neighbours, reception or building management;
  • check for a carrier collection notice;
  • contact the local carrier where appropriate; and
  • contact DecorusOne promptly.

Email support@decorusone.com with your order number and delivery details.

We may open an investigation with the supplier, carrier or logistics provider.

Depending on the investigation, applicable law and product availability, an appropriate remedy may include replacement or refund.

20. DAMAGED PARCELS OR PRODUCTS

Please inspect your parcel and product as soon as reasonably possible after delivery.

If a parcel or product arrives damaged, contact support@decorusone.com promptly and provide:

  • your order number;
  • a description of the damage;
  • photographs of the product;
  • photographs of the inner and outer packaging;
  • a photograph of the delivery label; and
  • video evidence where reasonably available and relevant.

Please retain the product and packaging until we provide further instructions.

Nothing in this section limits rights or remedies that cannot lawfully be excluded.

21. ORDER CHANGES AND CANCELLATIONS

If you need to change or cancel an order, contact us immediately at support@decorusone.com.

Changes and cancellations are not guaranteed because orders may be transmitted to our supplier shortly after payment.

Once processing or dispatch has commenced, we may be unable to change or cancel the order.

If cancellation is no longer possible, an eligible product may need to be handled under our Returns and Refunds Policy after delivery.

22. RETURNS

Do not return a product to the parcel sender’s address, our business address or another address without written return authorisation from DecorusOne.

Products may need to be returned to different approved facilities depending on the product, supplier and destination.

Returns sent without approval may be refused, delayed or returned to the sender where legally permitted.

Please review our Returns and Refunds Policy before requesting a return.

23. EVENTS OUTSIDE OUR REASONABLE CONTROL

Delivery may be affected by events outside our reasonable control, including:

  • severe weather;
  • natural disasters;
  • public-health events;
  • war, civil unrest or sanctions;
  • transport disruption;
  • carrier network failures;
  • industrial action;
  • government restrictions;
  • customs or border delays;
  • cybersecurity incidents; or
  • supplier or carrier closure.

Where such an event occurs, we will take reasonable steps to communicate material delays and assist with an appropriate resolution.

24. CONSUMER RIGHTS

Nothing in this Shipping Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable consumer-protection law.

Australian customers may have rights where products are lost, damaged, faulty, unsafe, materially different from their description or otherwise fail to meet consumer guarantees.

International customers may have additional mandatory rights under the laws that apply in their country or region.

25. CHANGES TO THIS POLICY

We may update this Shipping Policy to reflect changes to our delivery services, carrier arrangements, supplier network, international markets or legal obligations.

The current version will be published on our website with the updated revision date.

Changes will not retrospectively reduce mandatory rights applying to an order already accepted.

26. CONTACT DECORUSONE

For delivery assistance, contact:

Please include your order number when contacting us about an existing order.