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FAQs

 

How will I know if my order has been processed?

An order confirmation email (with cost breakdown) will be sent to your inbox once you’ve completed checkout. This email also contains our company information so can be used as an official invoice. If you don’t receive this confirmation email within 24 hours of placing your order then ping us a message and we’ll resend it to you.

If for some reason your order did not process, but you still see a temporary charge on your credit or debit card statement, please don't panic. This is not an authorised charge so no money has been taken from your account. It is merely a pending authorisation which will drop off your account in 2-3 business days. If you have problems using your credit card on our site, please contact us or your bank. Please be assured that our website is fully SSL and TLS encrypted.

Can I change anything about my order once it has been placed?

Once an order hits our systems, it can’t be edited. It’s also very rare that our warehouse can stop the shipping process once they have your details, but if you need us to cancel your order for any reason then please get in touch as soon as possible. We will try to catch it before it goes out, but please be aware that this is not usually possible! This applies to the following circumstances:

Changing a product or size.

Changing your delivery address.

Changing the shipping method.

Adding items to your order.

 

Where is my order?

Our warehouse will process your order based on the custom information that you provided, and once it has dispatched you’ll receive a tracking link to monitor your parcel’s progress. Please note that, whilst the vast majority of parcels do arrive within the estimated time-frame, a handful may take slightly longer due to factors outside of our control. If your order has taken longer than expected, your tracking link stops updating, or the courier reaches out to you directly with any problems, please contact us and we’ll help to investigate.

If for some reason your tracking link is not working, please try searching the tracking number from your dispatch email on the relevant website below:

USA — USPS

Europe & Rest of World — Omniparcel

For more information on shipping & delivery times and costs, please click here.

What are your shipping times and costs?

Please click here to view all of our shipping and delivery options.

How long will it take for my order to be dispatched?

USA:

Express orders will be dispatched by the next working day. Standard orders will be dispatched within 2 working days.

UK, Europe & Rest of World:

Express orders will dispatch the same day if ordered before 16:30 GMT. Standard orders will dispatch by the next working day.

 

Why can't I see my country listed at checkout?

Due to customs limitations, we are currently unable to Chile, China, Columbia, Curacao, India, Israel, Myanmar, Peru, Russia and Syria.

There are a number of other countries which we are currently unable to ship to due to coronavirus limitations. We aim to have these countries listed on our website again as soon as possible, and apologise for any inconvenience here.

Will I incur any customs charges or import taxes?

The Tinohouse warehouses are situated in the US & UK, so if you are ordering internationally then your order may be subject to import taxes. All countries have unique customs laws for taxes/duties and Tinohouse not liable for any costs incurred. If you are concerned about high import fees in your region, please speak to your local customs office for more information before ordering. If you think there has been a customs error with your order, please contact us (and attach any courier correspondence) - we’ll always try to help where we can!

I got the wrong product. How can I get my correct order?

In the event of a wrong order, please contact Customer Service at support@Tinohouse.com. We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.

 I received a defective or damaged product. What do I do?

Please contact Customer Service at support@updecor.us. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.

I ordered the correct size but it's a bit small/large can I return it and exchange it to a different size?

Unfortunately, Tinohouse is currently unable to process a return and exchange due to size if it is custom products..

 

How can I contact you?

We love hearing from you! For general customer enquiries, please use our Contact Form.

For retail or marketing enquiries, please see the details further down our Contact Form page.

And of course you can get in touch via any of our social media platforms, particularly Facebook.