Profile and Account
How do I sign up for the mydeco.com newsletter?
If you are a member of the mydeco community, you can opt to receive the newsletter in your profile preferences. If you are not a member, you can subscribe in the footer at the bottom of the page, please enter your email address then click on the arrow.
I’ve noticed there is a ‘community’ on Mydeco.com. What is it, and how can I get involved?
The Mydeco community is made up of members registered to our site and is free to use. Anyone can join, whether you’re planning to be the next Kelly Hoppen or simply want to use the 3D room planner to experiment with colour ways for that living room you’ve been planning to decorate for years.
Simply sign up by clicking Register at the top on right hand corner of the home page, and follow the prompts.
Once you have joined, you will have your own virtual identity and space to create 3D rooms, moodboards and folders.
As a community member, you can create and take part in competitions, enter discussions in the forum, add comments, give tips to other members, and gain lots of inspiration in return.
I have entered a competition, how do I know whether I’ve won?
All competition winners will be notified by email within 5 days or the time length specified in the competition terms.
I think someone has used my account, what should I do?
Please check our privacy policy which will give you advice on how to keep your account safe. If you continue to have any problems, please contact our Customer Services.
How do I create a 3D room?
This could not be easier, just go to Design tools at the top of our homepage and then select ‘design a 3D room’ in the drop down menu. You can start with an empty room, upload your own floor plan or copy a popular room design to get started quickly. To get a better understanding of how to ‘build’ your 3D design, have a look at our Video tutorials.
Shopping
How do I search for a product?
If you are searching for a specific brand or product name, simply type the name into the search box at the top of the homepage, then click search.
Do you have a catalogue I can buy from?
Not currently. However, check out our Look Book instead.
Do you have a showroom?
No, we would like to think of our website as a virtual showroom and we aim to provide you with a great shopping experience. All our suppliers have been handpicked and meet our exceptionally high quality standards, so even without touching and feeling the product you can rest assured that it is of the highest quality.
Beyond lifestyle shots, there is a sketch of the product with its dimensions on every product page and almost every product can be viewed from all angles with the 360 tool. This feature allows you to see every inch of the product in the minutest detail from the notches at the back of a sofa to the stitching in a cushion. Furthermore, you can pop the product into any 3D room you create so that its scale and ‘look’ can be judged against your own personal room dimensions and decor.
Do I have to create an account to shop from you?
No, to buy online from us without joining the mydeco.com community, just choose ‘Check out as guest’ at the online check-out.
Do you have an ethical sourcing policy?
We don’t manufacture or source products ourselves, our suppliers do. We do encourage them to adopt ethical sourcing but please check with the suppliers individually.
Ordering
How can I place an order?
When you find something you want to buy, click on the ‘Add to Basket’ button which will take you to your basket. You will then have the option to continue shopping or proceed to checkout. Simply follow the online prompts to complete your order.
When you have completed your online order, and the payment has gone through for your item(s), you will receive an email confirmation. Once the supplier has processed your order and shipped your purchase, you will get another email confirming that your item has been shipped.
Can I place an order over the phone?
Not at the moment, but our friendly Customer Service can help you through the online ordering process if you are having difficulties.
What can I do if something is wrong with my order?
Please contact our Customer Service team who are more than happy to help with any issues via help@mydeco.com, or telephone number 02033 841 307.
How can I amend or cancel an order?
To meet our delivery promises we cannot amend your order once it is placed. Please note that you cannot add new items to a confirmed order. After the checkout stage, you will need to place a new order instead.
Can I have my items gift wrapped and labelled? How much does it cost?
Yes, you can. Gift wrapping costs £5 per item; we’ll wrap it lovingly in pretty paper and add a lovely gift card.
Payment and Prices
What payment methods do you accept?
We accept Visa, MasterCard, AMEX and PayPal.
When is my payment card charged?
Your card will be charged at the 'checkout'’.
I’m worried about shopping online. Is your site safe?
Our site is completely safe. Once you begin the purchasing process a little padlock will appear on your browser which confirms that it is a secure page and no one but you can see your bank details.
What is ‘MasterCard Secure Code’ and ‘Verified by Visa’?
This is an extra security measurement we and the banks like to use to keep your payment safe when shopping online. VbV and SecureCode allow you to create your own personal password to use as an extra security measure for any online Visa or MasterCard payments you make. Please refer to www.visa.com & www.mastercard.com/uk for more details.
My payment has been declined, what can I do?
If available, try another payment card or you could contact your bank who should be able to provide an explanation.
When are your prices valid until?
Our prices are updated every 15 minutes so you can always be sure that you are paying the right price. We don’t add any extra charges, so rest assured that you are paying the same price as if you went to the supplier direct.
Delivery
Every item you order through Mydeco is delivered directly from our suppliers. All delivery charges and delivery times will be specific to each retailer, so if you have any queries just drop us an e-mail to help@mydeco.com or give us a call on 02033 841 307.
Delivery restrictions may apply, so be sure to check before you make a purchase.
Delivery restrictions
There are delivery restrictions to some postcodes e.g. Highlands & Islands & Northern Ireland. This can mean that the delivery can take slightly longer. Different suppliers have different delivery restrictions, for example, some won’t ship abroad or to the Channel Islands, so please check the shipping details in your ‘basket’ before purchasing, or contact our Customer Services.
Delivery Costs
Delivery is charged per retailer, and the delivery fee you pay is based on the weight and size of each item.
Has my order been shipped yet?
You will receive an email from us letting you know as soon as your item has been dispatched. Please note that if you have ordered multiple items from different suppliers, your items will be shipped separately, so you will receive an email for each part of your shipment. Please remember that bespoke items will take longer to deliver.
How can I track a package?
We will let you know when the supplier ships your item(s) and keep you informed about the progress of your order by email. Please contact Customer Services if you would like to know more about the status of your order. Please have your name, order number, e-mail and date of purchase to hand. Bespoke items will take significantly longer to deliver.
My item(s) hasn't arrived yet, what do I do?
Please contact our Customer Service team on 2033 841 307 or help@mydeco.com.
Please have your name, order number, e-mail and date of purchase to hand, and we will take care of the rest.
Delivery delays
Our suppliers will always aim to deliver orders on time. We do apologize if there are any delays. We will call you or email you to let you know if there are any problems.
I’m usually out at work during the day; do you deliver to work addresses?
Yes, please provide us with the exact location (i.e. floor, company) in the ‘Delivery address’ section of the ‘check out’.
Can I make an overseas order? Will I be charged customs and import charges?
Custom charges may apply so please check with your local customs before contacting our Customer Services.
Returns
Happiness Guarantee
If you’re not completely, utterly, shout-it-from-the-rooftops happy with your purchase from mydeco.com you can return it within 10 working days for a full refund. Excludes bespoke and made-to-order items.
Returns Policy
We are more than happy to offer a full refund within 10 working days upon receiving your item. Please make sure the item(s) has not been used, and that it is in the original packaging, or of the same quality and in re-saleable condition. You will be responsible for organising the safe return of the item. You will receive a full refund less the return postage fee within 10 working days upon the retailer receiving and being satisfied with the returned item. Refunds will be credited to the same account that the item was purchased from.
1. Call Customer Service on +44 (0)203 384 1307 or email help@mydeco.com with the reason for the return as soon as possible.
2. You will then be emailed the returns note with returns address label. This needs to be sent within 10 working days from receipt of item.
A select number of products on our site are bespoke items which have been made-to-order, therefore are non-returnable. In cases where you receive a damaged bespoke piece, please contact Customer Services help@mydeco.com
Exchanges
1. Call Customer Service on +(44) 0203 384 1307 or email help@mydeco.com with the reason for the exchange as soon as possible.
2. You will then be emailed the returns note with returns address label. This needs to be sent within 10 working days from receipt of item.
Faulty or Damaged Items
If anything is faulty or damaged, please email Customer Service within 48 hours from receipt of item.
In your email include:
1. A picture of the damaged item with a brief description
2. Contact details: your name, order number, name of product and date of purchase and e-mail it to our Customer Service at help@mydeco.com.
mydeco will incur the postage return costs of any damaged goods.
Please Note: make sure the photo clearly identifies the fault so we can inform the supplier to the best of our ability. We can then make arrangements for a courier to collect the item if it is a large piece or if it is a small item, for you to return it directly.
Large Item Returns
The returns postage costs will be covered by yourself. If the item is faulty or damaged mydeco will reimburse the postage costs.
1. Call Customer Service on +(44) 0203 384 1307 or email help@mydeco.com with the reason for the return as soon as possible.
2. mydeco will then inform the boutique of the situation to arrange collection.
Contact Us
Tel: +44 (0)203 384 1307 Email:help@mydeco.com Opening Hours: 10:00am - 6:00pm Mon-Fri
Technical problems
My 3D Room is not saving. What should I do?
If it is a room that you have previously saved, it could be due to there being too many products in the room. If this is not the case, send us an e-mail including the Link of your 3D room and your profile name. We will do our best to rectify the situation.
My 3D room is not rendering?
If you have tried a few times and it is still not rendering (frustrating, we know!), do not panic. Please send us the room ID from your profile and your user name to help@mydeco.com. Here is an example of the URL of a room which you will find at the top of the page. The red numbers are the unique room code; make sure you have clicked on the room first in your profile.
http://mydeco.com/3d-design/aaa-ccc-copy1/2092578/
My room is rendering black/dark, why is this happening?
This may be due to the brightness levels of the room, this can be adjusted while you are saving your room. Alternatively, make sure there are enough windows in the room, as this provides the natural light.
I am having problems with dragging items, and opening rooms. What is the problem?
To start with, it is best to update your browser and download the latest version. If the issue persists, it may be related to which browser you use, and can be helped by clearing the ‘Cache’ which is found on your tool bar. The links below will help you clear the cache for each specific browser.
- Internet Explorer: http://support.microsoft.com/kb/260897
- Firefox: http://support.mozilla.com/en-US/kb/Clear%20Recent%20History
- Chrome: http://www.google.com/support/chrome/bin/answer.py?answer=95582
- Safari: http://www.refreshyourcache.com/en/safari/
I have found product in the 3D tool which are doing things they shouldn't, i.e. a cushion sticking to the wall, vases not sitting on the table etc. Can you help?
If you find any products that have irregular placements, do e-mail us and let us know which item it is so we can set them straight!
