FAQs

General Questions

1. What is your return policy?

We respect and follow the return policies in every country we serve. The return request must be initiated within the specified timeframe after delivery:

North America: 7 days
EU: 14 days
Japan: 8 days.

Items must be unused, in original packaging, and accompanied by proof of purchase. See our full Return Policy for details.

2. How can I track my order?

Once your order ships, you’ll receive a tracking number via email. You can check the status here or contact us at mkt2@decgift.com.

3. Do you ship internationally?

Yes! We ship to North America (USA, Canada), Europe (Austria, Belgium, France, Germany, Ireland, Italy, Monaco, Netherlands, Portugal, Spain, Switzerland, United Kingdom), APAC (Australia, Japan, South Korea, Singapore, New Zealand and Greater China), Middle-East (Abu Dhabi, Dubai). Shipping costs and delivery times vary by location. See our Shipping Policy for details.

Order & Payment

4. What payment methods do you accept?

We accept credit/debit cards (Visa, Mastercard, AMEX), PayPal, Apple Pay, and other secure payment options. Learn more in our Payment Terms.

5. Is my payment information secure?

Absolutely. We use Shopify’s PCI-compliant payment processing and never store your full card details.

6. Can I modify or cancel my order?

Orders can be modified or canceled within 12 hours of placement. Contact us immediately at mkt2@decgift.com.

Shipping & Delivery

7. How long does shipping take?

Standard: 20-25 business days

Express: 15-20 business days
Delays may occur during holidays or unforeseen events.

8. Do you offer free shipping?

Yes! Free shipping is available on orders over $350 to APEC.

9. What if my package is lost or damaged?

Returns & Refunds

10. How do I start a return?

Visit our Returns & Refund Policy or email mkt2@decgift.com.
Include your order number and reason for return.
We’ll provide a return label (if applicable).

11. When will I receive my refund?

Refunds are processed within 5 business days after we receive your return. Timing depends on your payment method.

Product & Inventory

12. Are your products [vegan/cruelty-free/organic/etc.]?

Yes！Many of our products are certified/meet ISO standards.

13. Do you offer gift wrapping?

Yes! Select gift wrapping at our page.

14. Can I pre-order out-of-stock items?

Some items allow pre-orders. Sign up for restock alerts or contact us.

Account & Technical Support

15. How do I reset my password?

Users can click ‘Forgot your password?’ on the login page to reset their password. The system will automatically send a reset email. Please change your password promptly, or contact mkt2@decgift.com.

16. Why is my discount code not working?

Confirm that the discount code has been activated and is within its validity period.
Check whether the discount code applies to the items in the shopping cart or the order amount. Some discounts have specific conditions (such as requiring the purchase of designated items or reaching a minimum spend).
If the customer enters an invalid or inapplicable discount code, the system will prompt ‘Please enter a valid discount code’ or ‘This discount code does not apply to the items in your shopping cart.

Still Have Questions?

Email us at mkt2@decgift.com . We’re happy to help!