Shopping Help

Customer account and guest access

No, a customer account is not mandatory. You can also send orders via a guest account. To do this, click “Checkout” in your shopping cart and then select “Go to checkout as a guest”.

With an online customer account, you enjoy many advantages. Registered customers have the possibility to change their customer data (e.g. e-mail address and password) or view completed orders, and saved wish lists as well as manage their addresses in the address book or reminders. You will not be able to do this with a guest account.

You can delete your customer account at any time in the online shop. Simply log into your customer account.

Log in conveniently during the ordering process by clicking on “Checkout” and then on “Create account now”. Please enter your first name, last name, e-mail address and a secure password (according to the guidelines under point 2). You will need to agree to the Terms of Service and the Privacy Policy.

You can only use the wish list function as a registered customer with an online shop account. You can then share your personal wish list with a friend by e-mail.

Password

Please note: Your password must be between 8 and 20 characters long, at least 1 capital letter, 1 number and 1 special character. Permissible special characters are the following characters: .,-_%# (period, comma, hyphen, underscore, percent, hash).
If you have forgotten your password, simply click on “Forgot your password?” when logging into your account. Enter your e-mail address on the “Reset password” page. You will then receive an e-mail with a link to reset your password. Please then enter a new password in the online shop to gain access to your customer account.

Shipping costs and delivery

The delivery charges to the UK are as follows:
– Orders up to £29.99 delivery cost is £3.99
– Orders above £30.00 are delivered free of charge
– All advertised delivery charges, including those for “Free delivery”, are applicable solely to UK Mainland addresses. Deliveries to Offshore postcodes will incur a fee ranging from £10 to £50.
– Delivery to the Republic of Ireland will be subject to a £50 surcharge.

We aim to deliver within 2-3 working days. If an order item is on backorder you will receive it within 7-10 working days. Most orders are shipped via premium service provided by DPD Local or EVRI with a 1-hour slot given on the day of delivery.

Heavy and bulky items are shipped via a pallet carrier kerbside and delivered on a nominated delivery date.

Payment methods

You can pay online using the following payment methods: Visa Debit, Visa Credit, Mastercard, American Express, PayPal or Google Pay.

Klarna: You must be 18+ to use this credit offer. Klarna uses soft searches with credit reference agencies. These do not affect your credit rating. Missed payments can affect your ability to use Klarna.

Pay later – complete terms

You must be 18+ to use this credit offer. Klarna uses soft searches with credit reference agencies. These do not affect your credit rating. Missed payments can affect your ability to use Klarna.

Pay in 3 installments – complete terms

Customer service and complaints

You can call our customer service team on 0203 929 3489 or send an e-mail to [email protected] or click on the contact form on our website.

Alternatively you can write to us at the following address:
Instadecor Ltd
B2/B3 Portland Close
Houghton Regis
LU5 5AW

Cancellation and return of goods

You have the right to cancel this contract within 30 days without giving reasons. The right of withdrawal is 30 days from the day on which you or a third party named by you, who is not the carrier, took or has taken possession of the goods.

In order to exercise your right of withdrawal, you must inform our LECHUZA customer service department by email, phone, or livechat within 30 days.

Further information on the right of withdrawal and cancellation can be found in the Terms of Service.

You can return an item to our customer service department. The item must be in its original packaging and unused, the return address will be on the bottom of your invoice. Please make sure that it is packaged sufficiently to avoid damage in transit. A full refund or an exchange will be processed once the item has been received back in our office at:

Instadecor Ltd t/a LECHUZA UK
B2/B3 Portland Close
Houghton Regis
LU5 5AW

We do not offer a free returns policy so it will be at your own cost to return an item. However, if you would like to call our customer service department we can arrange a collection on your behalf but there will be a charge.

However, if an item was received damaged or faulty we will arrange the collection free of charge.

Contact Information

Customer Support Hours: 9:00 am – 5:00 pm (Mon–Fri)
We aim to respond to all emails within 1-2 hours.

Business Information

  • Company Name: Instadecor Ltd
  • Business Address: B2/B3 Portland Close, Houghton Regis, LU5 5AW
  • VAT Number: GB 248 4495 71