How can I contact customer service?

 

We are always around to support and help you with your concerns. You can email us at support@deckup.com or call us at 040-45210777 to get in touch with us.

 

Installation

 

Do you provide installation of the product?

 

Self-Installation/Do-It-Yourself (DIY) Product: The package includes the necessary hardware and assembly manual. All parts are pre-drilled, and installation is typically easy by following the steps mentioned in the assembly manual. For paid professional installation service (available only in selected cities & towns), please contact us at support@deckup.com / 040-45210777.

 

Are there any installation charges?

 

Professional Installation charges are between 350 to 500 INR basis product and location. Our third-party partner will visit your home and complete the installation within 24-48 hours. You can email us at support@deckup.com or call us at 040-45210777 to request paid installation.

 

Order Related

 

How do I place my order?

Browse through our ever-growing range of furniture, until you find something of your liking and preference. Click on the product for a detailed description, choose from size, colour, and variant, and add the product to your cart by clicking on the 'Add To Cart’ button on the page. Continue browsing for more or click on the cart on the upper right hand to check out.

 

How do I determine the size of the product?

We have provided detailed dimensions of the product under the description and an image size scale to help you determine the size.

 

How will I receive my order?

Your order is packaged under three-layer protection to ensure it reaches the customer in a safe and secured condition. It is shipped through our respected partnered courier companies to ensure timely delivery.

 

How will I get confirmation of my order?

You will be notified through an email and an SMS right after you place an order. However, an order will only get confirmed after the payment is verified and successful.

 

The order was placed by my Debit Card/ Credit Card/ Net Banking. The order failed but my money got deducted. What should I do now?

Please check your bank/ credit card account to first ensure that your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days.

 

For assistance you can write to us at support@deckup.com or call us at 040-45210777, we will be happy to help you out

 

 

Can I add an item to my order after I have placed the order?

Unfortunately, you cannot add an item after you have already placed an order.

 

How do I track my order?

Once the order is shipped, log on to our website using your login credentials. On the My orders page, find the order details and tracking number. Use the tracking number provided on our shipping partner’s website.

 

Why is my pincode not serviceable? How do I check my pincode serviceability?

Due to the service unavailability of our shipping partner at a few locations, we might be unable to ship our products. However, we are working hard to extend our delivery services to more locations in future.

 

Can I change my phone number or shipping address for the order?

You can provide us with an alternate phone number or more details of the shipping address at the time of the ‘Order Confirmation’ call. In case you want to provide these details after the order has been shipped, you can email us at support@deckup.com or call us at 040-45210777.

 

Where can I get a copy of my invoice?

Once the order is delivered, you can download the invoice copy from your account.

 

My order is Delayed. What to do?

We apologise for the delay in the delivery of your order.  Kindly email us at support@deckup.com or call us at 040-45210777 and we will escalate the issue to our shipping partners to arrange for the delivery of the shipment at the earliest.

 

Cancellation

 

How do I cancel my order?

You can cancel your order only if the item has not been shipped from our warehouse. To request an order cancellation, you can email us at support@deckup.com or call us at 040-45210777.

 

When will I get my refund?

Once the order has been cancelled, the order amount will be refunded via the payment method used.

 

How to cancel my order if it is already dispatched or shipped?

Once the item is shipped, we cannot cancel the order. If the item is refused at the time of delivery, forward and return freight charges will be deducted before initiating the refund for the order. Refunds will be initiated only after we receive the item at our warehouse.

 

Will I be charged any cancellation fee?

Once the item is shipped, we cannot cancel the order. If the item is refused at the time of delivery, forward and return freight charges will be deducted before initiating the refund for the order. Refunds will be initiated only after we receive the item at our warehouse.

 

Returns and Replacement

 

How can I initiate a return?

The item is eligible for a free replacement, within 10 days of delivery, in the unlikely event of a damaged, defective, or different/wrong item being delivered to you. To report any issue, you can email us at support@deckup.com or call us at 040-45210777. Our team will get back to you within 24-48 hours with a resolution.

 

What are the return guidelines?

• The item is eligible for a free replacement, within 10 days of delivery, in the unlikely event of a damaged, defective, or different/wrong item being delivered to you. To report any issue, you can email us at support@deckup.comor call us at 040-45210777.
• If you report an issue, we will request additional information along with images. We may also schedule a technician visit to your location. Based on the technician's evaluation report, we will provide a resolution.
• We will resolve the issue by replacing the faulty/ defective part of the product or providing a partial refund, basis customer choice. A full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.
• If a replacement is not possible, we will provide a free return pickup of the unit and process a full refund for the order, once the item is returned to our warehouse.
• Please keep the item in its original condition, with the user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.

 

Payment

 

What are the payment options available?

BWPL accepts all forms of electronic payment means and services, such as Credit/Debit cards, EMIs, third-party payment services, etc

 

What should I do if my transaction fails to process?

Please wait for 2-4 hours. If the order gets confirmed, you will receive your order details. If the transaction fails, you shall receive the refund within 1-2 business days.

 

Is there an option to pay for the order at the time of delivery?

Currently, we are not accepting ‘Cash On Delivery’ orders.