Refund policy

Return & Refund Policy

Last updated: 22 August 2026

Decorua creates made-to-order edible and personalised products. This policy explains what we are responsible for, which products are excluded from change-of-mind returns, and how we handle cancellations, delivery issues, damage, defects, and eligible returns. Please read it before placing an order.

1. Our Responsibility

We are responsible for:

  • Producing your order to the quality standards of the product type (wafer paper, sugar sheet, chocotransfer, acrylic, etc.)
  • Fulfilling your order and handing it to the carrier within the stated processing time (typically 1–3 business days from order confirmation and receipt of all required personalisation details)
  • Packaging the order appropriately to protect it during normal handling
  • Providing you with tracking information after dispatch, where tracking is available

Once an order has been dispatched, transit time, tracking updates, customs processing, carrier routing, and day-to-day handling of the parcel are outside our direct control. Delivery estimates are not guarantees.

However, dispatching an order does not remove any consumer rights that cannot legally be excluded. If a parcel is lost, damaged, or not delivered, please contact us so that we can review the evidence, investigate the shipment with the carrier where appropriate, and provide the remedy required by applicable law.

2. Products Not Eligible for Change-of-Mind Return or Withdrawal

Many Decorua products are personalised, made to the customer's specifications, edible, or digital. Where an applicable legal exception applies, these products are not eligible for cancellation, return, or refund simply because the buyer changed their mind.

This section does not remove rights that cannot legally be excluded for goods that are defective, incorrectly produced, damaged, or not delivered. See Sections 4 and 6 for delivery and damage claims.

Made-to-Order and Personalised Products

Products made to your individual specifications — including custom text, name, age, date, photograph, custom design, custom dimensions, or other characteristics created specifically for your order — cannot normally be restocked or resold.

Once production has started, cancellation, return, exchange, or refund for a change of mind is not available where the product is made to the consumer's specifications or is clearly personalised. Under Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

Choosing a standard option offered in the listing, such as a standard size, material, or colour, does not by itself necessarily make an otherwise standard product personalised.

Edible and Perishable Products

Edible cake decorations (wafer paper, sugar sheets, chocotransfer prints) are food-grade products that can deteriorate, absorb moisture, and cannot be resold after production. The right of withdrawal does not apply to perishable goods or goods that are liable to deteriorate rapidly (Article 16(d) of EU Directive 2011/83/EU).

Digital Products

Digital downloads, printable files, and Canva templates are non-returnable once delivered or accessed. Under Article 16(m) of EU Directive 2011/83/EU, the right of withdrawal does not apply to digital content delivered online after you have given express consent to immediate delivery and acknowledged the loss of your right of withdrawal. If you experience a technical issue with a file (corrupted or wrong format), contact us — we will provide a corrected file.

Final Sale Collections

The following product collections are marked as Final Sale because many products within them are personalised, made to specification, edible, digital, or otherwise fall within a legal exception to change-of-mind withdrawal:

  • Acrylic Cake Toppers
  • Button Badges
  • Cake Toppers
  • Cookie Cutters
  • Custom Snack Bags
  • Digital Templates
  • Edible Cake Toppers
  • Edible Cupcake Toppers
  • Party Accessories

Where a specific product falls within an applicable legal exception, it remains non-returnable for change-of-mind purposes. The Final Sale collection label itself does not remove any mandatory consumer rights that apply to a standard, non-personalised physical product.

In practice, the large majority of our products fall under one or more of the categories above. If you are unsure before ordering, contact us.

3. Order Cancellation

You may request cancellation free of charge until production has started. Submitting a cancellation request does not mean that cancellation is automatically approved. We will confirm whether cancellation is still possible based on the production status of your order.

If you need to cancel your order, contact us immediately at i@decorua.com with the subject line "Cancellation Request" and your order number. We will confirm whether cancellation is still possible, but cannot guarantee it once production has started.

If production has already started at the time of your cancellation request, only the shipping cost may be refunded. The product cost is non-refundable, as materials have been used and the item has been produced to your personal specifications and cannot be restocked or resold.

4. Shipping, Transit, and Delivery

All delivery timelines shown on our website, at checkout, or in tracking are estimates only and are not guaranteed delivery dates. If you are ordering for a birthday, party, or other event, please order well in advance and allow extra time.

We do not guarantee delivery by a particular birthday, party, event, or other personal deadline unless a specific guaranteed delivery date has been expressly agreed with Decorua before the order is placed.

After dispatch, the parcel may pass through one or more carriers and, for international orders, customs authorities. Carrier delays, temporary tracking gaps, customs processing, weather, strikes, seasonal volume, and routing changes are outside our direct control and do not by themselves mean that a parcel is lost.

If a shipment appears to be lost, damaged, misdelivered, or otherwise affected by a delivery problem, we may open an investigation with the carrier before determining the appropriate resolution. We may ask the buyer to provide reasonable evidence and to cooperate with that investigation.

The following situations do not automatically entitle the buyer to a refund, replacement, or compensation:

  • Carrier delay where only an estimated delivery time was provided
  • Customs clearance delay or hold by destination-country authorities
  • Tracking not updating for a period of time while the parcel remains in transit
  • Arrival after a birthday, party, event, or other personal deadline where Decorua did not expressly agree to a guaranteed essential delivery date before purchase
  • A parcel returned because the buyer did not collect it from a pickup point within the collection period, where the failure to collect was caused by the buyer
  • Refusal to accept delivery where the order was correctly produced and dispatched
  • An incorrect or incomplete delivery address supplied by the buyer

Incorrect Address or Buyer-Caused Non-Collection

The buyer is responsible for providing a complete and accurate delivery address and for collecting the parcel where delivery to a pickup point or collection location is used.

If Decorua dispatches the order to the exact address supplied by the buyer and the parcel is returned because the address was incorrect or incomplete, or because the buyer failed to collect it, the buyer may be responsible for the actual return and reshipping costs.

For a correctly produced personalised product, an incorrect address, refusal of delivery, or buyer-caused failure to collect the parcel does not by itself create a right to a free remake or refund of the personalised product price. If the parcel is returned to us in a condition that allows reshipment, we may offer reshipping after the additional shipping cost has been paid.

This does not affect any mandatory rights that apply where the delivery failure was caused by Decorua, the carrier, or another circumstance for which the buyer is not responsible.

Lost Shipments

A parcel is not considered lost solely because tracking has stopped updating or delivery is taking longer than estimated.

If tracking or carrier evidence indicates that a parcel may be lost, we may open a carrier investigation and ask the buyer to confirm non-receipt and provide any information reasonably required for the investigation.

Where a shipment is confirmed lost, or where the circumstances otherwise require a remedy under applicable law, we will provide the appropriate resolution. A carrier investigation or compensation claim does not remove any consumer rights that cannot legally be excluded.

5. Customs, Import Duties, and Taxes

All customs duties, import taxes, VAT, tariffs, brokerage fees, and any other charges imposed by destination country authorities are the buyer's sole responsibility. These charges are set by the destination country's customs and tax authorities — we have no control over them and cannot predict their amount.

We declare all parcels accurately on customs and shipping documentation. We cannot mark orders as "gift", undervalue declared prices, or misrepresent parcel contents on customs forms. Requests to do so will not be fulfilled.

Customs processing may delay delivery. Customs delays are not a basis for cancellation or refund once the parcel has been dispatched.

If a parcel is seized, detained, or destroyed by customs authorities due to import restrictions in the destination country, we are not liable. Check import restrictions for edible products in your country before ordering.

6. Damaged, Defective, or Incorrect Products

We review claims individually for products that arrive damaged, are incorrectly produced, or otherwise have a confirmed problem covered by applicable consumer rights.

We do not issue automatic refunds solely on the basis of an unsupported claim. Reasonable evidence may be required so that we can establish what happened and, where appropriate, recover the loss from the carrier.

How to Submit a Claim

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 3 days of delivery, at i@decorua.com with the subject line "Damage Claim – Order #[your order number]".

Prompt reporting is important because carriers may impose short evidence and claim deadlines. The recommended reporting period above helps us preserve evidence and pursue the carrier where necessary. It does not limit any statutory rights that cannot legally be excluded.

Please provide, where reasonably possible, clear photographs of:

  • The item itself, showing the alleged defect or damage
  • The original outer packaging
  • The internal packaging and protective materials
  • The shipping label
  • Any visible damage to the parcel before opening, if applicable

Please keep the item and all original packaging until we confirm that they are no longer required. A carrier may request additional photographs or inspection of the parcel.

Where evidence is reasonably available but not provided, we may be unable to verify the issue, substantiate a carrier claim, or approve a remedy beyond what applicable law requires. If a specific item of evidence is unavailable, please explain why and provide any alternative evidence you have.

What Qualifies for Review

Examples include:

  • A printing, manufacturing, or production defect caused by Decorua
  • The wrong design or personalisation produced by Decorua compared with the information correctly supplied in the order
  • The wrong item being sent
  • An item arriving materially damaged during transit
  • A parcel arriving with missing contents where the evidence supports a shipping or packing problem

What Does Not Normally Qualify

The following are not normally considered a Decorua production defect:

  • Damage caused after delivery by moisture, heat, refrigeration, sunlight, improper storage, handling, or misuse
  • Edible products applied to a cake and not meeting subjective taste expectations
  • Minor colour variation between screen display and the printed product, which is inherent to digital printing and edible substrates
  • Buyer's dissatisfaction with a correctly produced personalised product where the specification supplied by the buyer was followed correctly
  • An incorrect name, age, date, spelling, image, address, or other information supplied by the buyer and reproduced or used correctly by Decorua

Transit Damage

Where damage appears to have occurred during transit, we may use the photographs, packaging, shipping label, tracking information, and other available evidence to open a claim or investigation with the carrier.

The buyer must reasonably cooperate with requests necessary to document the damage, including retaining the item and packaging for possible carrier inspection.

Where applicable law requires Decorua to provide a remedy for transit damage, the fact that the damage was caused by the carrier does not remove that obligation. Decorua may separately seek compensation from the carrier.

Resolution

After reviewing the available evidence, we will determine the appropriate resolution. Depending on the circumstances and applicable law, this may include correction, replacement, or refund.

Where the law allows us to choose between appropriate remedies, we may select the remedy that reasonably resolves the problem. We may also complete a reasonable carrier investigation before final resolution where necessary, provided this does not unlawfully delay a remedy that must be provided under applicable law.

Approved refunds for damage, defect, incorrect-item, or lost-shipment claims are credited to the original payment method within 14 days of claim approval. Refunds for eligible EU withdrawal returns are handled under Section 7.

Each case is reviewed individually.

7. EU Right of Withdrawal (Eligible Non-Personalised Physical Goods Only)

If you are a consumer in the European Union and your order contains a non-personalised physical product that does not fall within an applicable legal exception described in Section 2, you have the right to withdraw from the contract within 14 days of the delivery of the last item in your order, without giving a reason, in accordance with EU Directive 2011/83/EU. If the 14th day falls on a weekend or public holiday, the deadline is extended to the next business day.

How to request a return or cancellation: Contact us at i@decorua.com with your order number and your request. Return and cancellation requests remain subject to product eligibility, production status, order status, and applicable law.

Returned goods must be sent back in original condition to receive a full refund. If handling beyond what is necessary to inspect the product reduces its value, we may make any deduction allowed by applicable law. Return shipping is at the buyer's expense.

We refund the standard outbound shipping cost you paid for eligible EU withdrawal returns; any express, priority, or upgraded delivery surcharge is not refundable.

We may withhold the refund until we have received the returned goods, or until you have supplied proof of return shipment, whichever is earlier. Refunds are issued within 14 days of receiving the returned goods or valid proof of return shipment.

For full withdrawal procedure and a model withdrawal form, see our Right of Withdrawal page.

8. Payment Disputes and Chargebacks

If you have an issue with your order, please contact us first at i@decorua.com. We will do our best to resolve legitimate issues promptly.

Filing a payment dispute (chargeback) with your bank or payment provider instead of contacting us directly may result in suspension of your ability to place orders with us. We maintain records of all orders, communications, tracking, dispatch evidence, and claim evidence and will respond to any dispute with full documentation.

Chargebacks filed for orders that were produced and dispatched as described, for carrier delays involving estimate-only delivery dates, missed event dates that were not expressly guaranteed, or for personalised made-to-order products where production was completed correctly, will be disputed with all available evidence.

9. Contact

For order questions, damage claims, cancellation requests, or EU withdrawal requests:

When contacting us about a specific order, please include your order number and the email address or phone number used at checkout. For damage or defect claims, include the available evidence described in Section 6. We will respond as soon as possible during business days.