FAQ

Frequently asked questions


Payments

1. What currency do you accept?

We currently only accept payment in HKD.

2. What payment methods do you accept?
We accept online payments, bank transfers, and cash only. Please note we only ship once payment has been fully received. Cash can be paid at our office location only.

3. I made a bank transfer, how do I know you received my payment?
Please send us by email at sales1@decorporter.com your payment receipt. We will cross check with our records for your payment. We will send you a payment confirmation once we have verified your payment.


Delivery 

1. I need to make sudden changes to my delivery. How should I contact your team?
Changes to delivery must be made two business day prior to delivery without incurring any costs. We will still try our best to accommodate to your urgent changes, but once materials are trucked there may be associated warehouse or delivery costs. Please contact one of our customer service staff at   (852) 9146 3268.

2. Something is missing or broken in my package. How do i file a claim?
If there are missing items or broken items upon delivery, please take photos and inform the delivery person on duty. Please call our customer service staff at (852) 9146 3268 afterwards so that we can deal with your case.  If items are found to broken only after opening the packaging, please contact our customer staff directly. Note: we do not compensate items that are broken by negligence, mishandled, or intentionally. Please check our Warranty statement section on this website. 


3. I got the wrong item!

If you received the wrong item, please contact our customer service at (852) 9146 3268 and we will sort it out for you.


4. My shipment still hasn't arrive on the agreed date, what can I do?

As we strive our best to be on time for delivery, road conditions are sometimes unpredictable. If you have concerns about your delivery, please contact our customer hotline at (852) 9146 3268.


Products

1. The product I like is out of stock. How do I know when it is back in stock and how can i place an advance order for it?

Some products are temporarily out of stock whilst some are discontinued. Please use our live chat system or send us an email with your request at sales1@decorporter.com and we will give you a reply.  


2. I can't find a product I like, is this your full catalogue?

We try our best to have a large selection of products, but if you have a special product you cannot find please do send us an email with a photo of the product and we will give you a good idea if we can supply it. Usually our listed products can be made in various sizes that might not be listed, including mosaics and water cut patterns. If it is a unique design, we might be able to custom make this product which is subject to certain production requirements. 

3. I have a large commercial project that I would like to use a particular product. Are there further discounts for commercial trade or designers?

Yes, we would love to work with designers and trade. Please send us an email and we can have a discussion on long term cooperation.