FAQ
Your questions
Delivery, returns, finding a piece's measurements and paying, answered here; customer care helps with anything else.
Shipping a piece to you
Which addresses do you deliver to?
To addresses in the United States only, with tracking on every order.
What does it cost to ship a bowl or a lamp?
Nothing: Standard Shipping with Tracking is free on every order, whatever the piece.
How long will delivery take?
Handling takes 0 to 1 calendar day and transit 2 to 6 calendar days, an estimated 3 to 7 calendar days in all. The daily cutoff is 3 p.m. Eastern Time, and pieces may arrive in separate parcels.
How can I follow my order?
Tracking details are emailed to you once your order is dispatched, and our Track Order page shows the latest carrier update.
I ordered the wrong finish. Can I change it?
Email support@voirdecor.com within 12 hours of ordering. Changes and cancellations are only possible before the order is processed or dispatched.
If a piece goes back
How long after delivery can I return a bowl or lamp?
Thirty calendar days, counted from the day it is delivered, and a change of mind counts.
What is the first step in sending a piece back?
Email support@voirdecor.com with your order number first. Wait for our approval and the return address before you send anything, then send us the tracking number or the shipping receipt.
What condition should a returned piece be in?
Unused and as it arrived, in its original packaging with any labels and accessories it came with.
Is return postage on me?
Return postage for a change of mind is yours to pay, and there is no restocking fee. If a piece arrives damaged, faulty or wrong, we cover the postage.
A piece arrived chipped or broken. What now?
Email support@voirdecor.com promptly with your order number and photos or a description of the problem, and we will arrange a replacement or a refund at no extra cost.
Measurements and materials
Where can I find a piece's measurements?
In the description on its product page, which ends with the measurements we have for that piece. The Deddington tray comes in three sizes, and the Alston sphere in sizes from 2 to 4.7 inches.
Will my marble or travertine match the photos exactly?
Marble, onyx, travertine and acacia are natural materials, so veining, pits, grain and tone vary from piece to piece. Each product page shows every finish it comes in.
Do the candle warmers come with a bulb?
No. The Broughton, Edale and Deerhurst lamps come without a bulb, so you can choose the color temperature you prefer, and each has a dimmer, or a timer and dimmer, on its cord.
Are the plants or candles in the photos included?
No. Each piece arrives on its own; the plants, books, candles and food in the photographs only show how it can be styled.
Which pieces come with wall-mounting hardware?
The Hatfield hook and the Upton mirror include their hardware for wall mounting.
Checkout and refunds
Are prices in US dollars?
Yes. Prices are in US dollars, and the final charges are shown at checkout before you pay.
How can I pay for my pieces?
The payment methods available for your order are shown at checkout. Card details are processed by secure payment providers.
How will I receive a refund?
Refunds go to the original payment method within 30 calendar days after we receive your return. Your bank or payment provider may take a little longer to show it.
What if a piece becomes unavailable?
We will contact you about a refund or an agreed replacement.
Reaching customer care
Can I write to you about a piece before I order?
Yes. Email support@voirdecor.com or use the form on our Contact page, and we usually reply within one business day.
Which days and hours do you answer?
Monday to Friday, 8:00 AM to 5:00 PM Eastern Time.
What helps you answer my email quickly?
Your order number, or the email address you used at checkout, and the piece you are writing about. Never send payment card details.
A question we have not answered?
Email support@voirdecor.com, Monday to Friday, 8:00 AM to 5:00 PM Eastern Time, and we usually reply within one business day.