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Customer Care

1. REGISTRATION & ORDERS

YOUR DECIELIS ACCOUNT

Before purchasing a scarf from decielis.com, you shall be directed to register your personal account. At the end of the registration procedure, you will receive a confirmation email with your access data.

Please enter your password to continue shopping or to access your personal account dashboard.

ACCOUNT ACCESS

Access to your account will allow you to modify your personal data and to check the processing status of your order. If you lose your password, follow this link to get a new password.

MODIFICATION AND CANCELLATION OF YOUR ACCOUNT

You can modify your registration data at any given time once entering Your Account. You can also request the cancellation of your account by sending a request to our customer service team via the online form accessible within Contact Us.

PRODUCT AVAILABILITY

All products at decielis.com are in stock unless otherwise stated within the designated scarf’s product detail page. Our scarves are sent in our signature azure gift scroll packaging created purposefully to keep our products in perfect condition.

PURCHASING A PRODUCT

When browsing you can select your desired product and add it to your shopping cart. Kindly note that purchases are restricted to a maximum of 10 products per order. If you wish to purchase multiple quantities you can do so by amending the number within the designated ‘quantity’ space. Decielis enables a maximum of 5 quantities per SKU.

COMPLETING YOUR ORDER

To complete an order, follow the purchasing steps. After confirming the contents of your shopping cart, choose the payment method and click continue to purchase. Please consult the payment and security to know which are the payment methods accepted by decielis.com. Once your order has been completed, you will receive a confirmation email displaying your order overview.

GIFT

Should you wish to send someone a gift, select the option from the shopping cart and specify the address of the recipient. An option to include a personalized message to the receiver can also be included. The invoice relevant to the gift purchase will be sent to your email.

DISPATCHMENT

Orders take between 24 to 48 hours to be processed prior dispatch. Goods are not dispatched on weekends or on public holidays.

2. SCARF CARE

YOUR SCARF

Decielis scarves are made from 100% silk. Luxuriously woven silks are sourced from the finest Italian mills near the infamous Lake Como. The traditionally renowned Italian printing techniques and exquisite craftsmanship have been selected to manufacture Decielis scarves. All Decielis scarves have been carefully inspected at all stages of production to ensure ultimate quality of the highest standards.

CARE

Please avoid contact with any materials which may transfer color pigments onto the product. General atmospheric agents and abrasive products can cause permanent wear and tear. When not in use please store your product in a cool, dry place. Please ensure specialist dry-clean only.

3. RETURNS

RIGHT TO WITHDRAWAL

If you are not satisfied with your order, you may exercise the right to exchange your product within 14 working days from the date you receive the consignment (the working days are calculated from the proven date of delivery). We are unable to accept any items not returned in perfect condition. They must be returned in their original, undamaged signature gift packaging with warranty tags intact. We offer an exchange or store credit to be used at decielis.com. If you choose to exchange an item at a lower cost than the one first purchased we will process the difference in price as a credit note which will be reflected within your account dashboard, Store Credit.

TERMS FOR CORRECTLY EXERCISING THE RIGHT TO WITHDRAWAL

In order to exercise the right to exchange your purchase:

  • Notify our customer care via the online form at Contact us within 14 working days from the receipt of the product(s),
  • The returned products must be sent in a single dispatch
  • Product(s) must be returned in perfect condition, and without signs of having been used, within their original signature gift packing, inclusive of warranty tags intact. When trying the garment on, do not remove the warranty tag(s) as your returned product will not be accepted without it.

HOW TO RETURN GOODS

Registered users can login into their personal account and request an exchange by following the instructions.

By completing the Customer Care form and selecting subject field ‘Returns’, our customer care will be in charge of authorizing your exchange. Authorization shall be confirmed by email. Upon receipt of the goods, and given your product respects the outlined conditions, decielis.com will refund the total cost of the purchased products. If preferred, an exchange or store credit can be authorized. Store credit can be used at decielis.com towards your next purchase and is valid for a total of 12 months.

If you are not a registered customer, click here to return your goods.

DISPATCH METHOD AND COSTS

We advise you to use a traceable method of delivery for sending back goods. We will be unable to accept responsibility for returns that are lost or damaged during delivery.

The dispatch costs are your responsibility:

  • If the product does not meet your expectations.

The dispatch costs are our responsibility in the event:

  • One or more of the products you receive do not correspond to your order.
  • The products you receive have clear manufacturing faults.

For circumstances corresponding to the later we will arrange collection by our express courier for you to return the product without having to pay any dispatch costs.

Returns will be sent to the following address:

Decielis Ltd.,

18, Lapsi Street, St Julians,

MALTA

REFUSAL TO ACCEPT THE RETURNS BY DECIELIS

Should the enlisted terms and conditions not be respected i.e. returned products are damaged, or have been used, Decielis reserves the right to refuse the return. In this case, you may decide to receive the purchased products back. Dispatch costs hereafter will be your responsibility and upon shipment you will not be able to refuse to accept the consignment. Please ensure to send your return from the country where the order was placed. We will not accept the returns from the different countries.

REFUND TIME

A full refund for the returned products will be made within 30 days from the date the returns have been received.

Credit cards: The technical time for receiving the refund varies on the bank that issued your card. The value credit date will be the same as the debit date.

4. PAYMENT & SECURITY

Decielis.com offers a selection of secure payment methods. The payment data is collected by the technological coding system, APCO Pay and the server, where the transactions take place is PCI compliant.

CARD PAYMENTS

All transactions are checked and managed by Bank of Valletta

The following credit cards are accepted: VISA and MasterCard.

If using VISA and have activated the VBV (verified by VISA) option, or if using MASTERCARD and have activated the MASTERCARD SECURE CODE option, you will be directed to respective pages which will ask for a verification code.

5. SHIPPING

SHIPMENTS

We entrust all deliveries with DHL TNT & UPS, leaving the choice of Standard or Express freight to your discretion.

Standard rates apply regardless of the volume of the order, however shipping rates vary according to the country.

Decielis will not be held liable for delay in delivery or circumstances which are not attributable to us.

Decielis cannot guarantee delivery on holidays which are determined by the destination.

Decielis does not ship to P.O. Boxes.

On orders related to promotions with coupons/discount vouchers, shipping times may be increased by up to 3 to 4 extra days.

Once your order is dispatched you will receive a confirmation email inclusive of your shipping reference number and a link to check the delivery status.

CUSTOMS DUTY

Custom’s duty is determined by the law in force of the country to where the consignment is delivered. It is the responsibility of the customer to cover this cost. You will be notified of the cost by the courier upon receipt of the consignment. Should you refuse to pay customs duty and make the decision to reject the consignment, the shipping cost and the customs duty will be deducted from the total amount of the order and only the difference will be refunded.