To save you time, we’ve gathered answers to the most common questions here. And if you can’t find what you’re looking for, contact us.
How can I customize my product? What are the steps to send my photo or design?
The customization process is explained on each product page.
For some items, there may be fields to fill in, such as text, adding a photo, or other options. In this case, please complete all the requested information: we will carry out the customization based on the elements you provide.
For other products, if we believe it’s simpler to communicate with you directly, we will ask for your contact details (for example via WhatsApp, Telegram, or email) so we can discuss the customization details more precisely and easily
Can I see a preview before production? Do you offer design approval?
Yes, for most custom products that require vectorizing your photo — that is, converting the image into a vector drawing so it can be engraved — we always confirm the design with the customer before proceeding to engraving or cutting.
If the customer wants changes, we can make them so they are 100% satisfied and know exactly what they will receive.
For this type of order, the customer has 72 hours to approve the digital proof sent. After this period, production of the product will begin.
For other items where personalization is minimal (for example, text only), they will be produced and shipped without prior contact with the customer.
Can I modify or cancel my order after payment? Within what timeframe?
An order can only be canceled if the production process has not yet started, including design or drawing work.
To do this, please contact us as soon as possible after placing your order to check whether cancellation is still possible.
I accidentally damaged the light base—can I order it separately?
Yes, that’s possible. To do so, please contact us.
What happens if the photo doesn’t have sufficient resolution? Can I still send it? What are the risks?
If the provided photo is low quality, we try to improve it using AI algorithms so it can then be vectorized while preserving as many details as possible. However, the result is not always fully satisfactory.
This is why it’s strongly recommended to send a high-resolution, good-quality image. The quality of the final drawing will largely depend on it. Otherwise, we cannot guarantee a result that meets your expectations and do not accept claims on this matter.
Instructions and tips related to this point are also available on the product page; please take them into account.
What is the production time (excluding weekends and public holidays)? Are there longer periods (Christmas, Valentine’s Day, Mother’s/Father’s Day)?
Production time is normally between 24 and 48 hours.
If you order a product with more complex manufacturing that requires more time, this information will be specified on the product page.
During holiday periods or times of high order volume that may extend production time, the customer will also be informed of the situation.
What are the shipping methods and delivery times (France/Europe)?
Normally, you can choose either home delivery or pickup at a relay point.
To view all options, delivery times, and rates, you can see them in your cart when placing the order.
Are shipping fees waived above a certain amount? Is express delivery available?
We offer free pickup point delivery for orders of 60€ and above in France.
For other European countries, pickup point delivery is free from 100€ and above.
Express delivery options can be selected at checkout.
How can I track my package? Where can I find the tracking number?
You can track your package by going to https://decado.fr/tools/trackorder or by clicking the Order Tracking button in the footer menu.
Enter your order number, email, or phone number to find your order.
If you already have the tracking number, you can enter it in the second field.
The tracking number is available in your customer account and will also be sent to you by email as soon as your package has been shipped.
¿Qué hacer si mi paquete se retrasa, se pierde o llega dañado?
For this, please contact us so we can find the fastest possible solution.
Do you offer gift wrapping or a personalized message?
By default, we prepare orders like a lovely gift, ready to be offered.
If a product also offers a personalized message inside the box, you will be prompted to enter it.
Do you offer professional pricing or bulk discounts?
Yes, you can contact us for specific needs, such as large quantities or products with unique characteristics, etc.
We’ll be happy to work together on a solution that benefits you and meets your expectations.
Do you offer international shipping? What are the delivery times and costs?
Normally, we deliver within Europe.
However, international shipping is also possible; please contact us so we can review the available options.
Do you accept urgent/express orders?
Yes, it’s possible. Please contact us to discuss the details and your expectations.
Do you create items/products different from your catalog? Specific products for employee gifts, sports trophies, events, etc.?
Yes, we invite you to contact us so we can review all the details together.
