My Account Information

 

Frequently Asked Questions



How does Decorium online work?
As one of Canada's leading independent home furnishings retailers, Decorium is pleased to bring you the best in online shopping. Browse our outstanding selection of merchandise and use our interactive tools to find everything for your home. Ready to order? Your items are in-stock, and can be delivered quickly and inexpensively. Place your order online and you’ll soon receive your merchandise from our home delivery personnel and we will always be there to help.


Can I see your products in your store?
Not all of the products we sell online are available in our showroom. A large percentage of them are however we do buy specific items for our website. W
e strongly recommend you visit us. Our main showroom is over 100,000 square feet and one of the largest in Canada, while our second showroom is located in Downtown Toronto. 



I saw an item in your store, but I can't find it on your site. How can I buy it?
First, try finding it on our site by typing information about the item into the search box at the top of each Decorium page. If it does not appear, then the item is only available in-store. If it does come up, then you can purchase that item as you would any other piece found on our site.


What about delivery?
Shopping online with Decorium gives you the same experience as if you had shopped in person at our showroom. We think it’s the best of both worlds - the convenience of online shopping plus the efficient local service you’ve grown to know. There is the option of our white glove service or drop shipment.


How do I know that the colour I see on screen is accurate?
Every computer monitor displays colours slightly differently. To ensure you’re seeing the colour of our products as they truly are, take the Decorium M&M test. If the colours of the candies you see on screen don’t look the same as they do in real life, try adjusting your monitor’s brightness and contrast. Or refer to your computer user manual for instructions on how to adjust colour settings.

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Registration and Privacy

How do I become a Decorium Preferred Customer?
All you have to do is register and create your personal Decorium Account. The process takes only a moment, then press Submit and you’re done! The benefits are substantial:


•  Exclusive shopping events
•  Be first to see the latest trends
•  Message our Customer Care team
•  Receive notice of sale events and exclusive web-only offers


How do I change my personal information?

Login to your Decorium Account to change your street or e-mail address, phone number, or password.

You can also send and receive messages from your Decorium Account.


I see you updated your website. Do I need to create a new account?
If you registered with decorium.com you can use the same email address and password to login to your account on our new website.


What if I forget my password?
Go to the Login area of our website and click "Lost Your Password." Enter your e-mail address and we’ll send you your Decorium password.


Do you share my information with anyone?
We will not share your personal information with anyone, except as is required to fulfill your order. 




Why is ordering online safe?
At Decorium, our customers are our first priority. That is why we go to such great lengths to guarantee the security of all credit card transactions.


We use the best technology available to encrypt (scramble in code) all personal data you share with us, including your credit card and telephone numbers, name and address.


Click here to learn more about Decorium’s Security Policies. 


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Delivery and Pick-Ups

How will my order be delivered?
Decorium delivers many orders everyday, quickly and efficiently. You choose your delivery date during the purchase process and can track your order online.


Here’s how it works:

1. Complete your order on the Decorium’s website.
2. Your order is then submitted for fulfillment.
3. When we accept your order, we will charge your credit card and provide you with:
     a. Your Order ID – this is the reference number we will use for your delivery
     b. Contact information for the sales representatives who can answer questions about your delivery.
4. After your order is accepted, you can track your order on our website by clicking “My Order Status” in your Decorium Account.

Throughout the process, you’ll be taking advantage of some of the most advanced delivery systems in the industry. And, you will always have a contact that can help you with any questions before or after your delivery.


Can I pick up my merchandise?
Yes – when you place an order on our web site, in most cases you can pick up your items at 363 Supertest Rd.Toronto . You'll be able to schedule a pick-up date at your convenience.


Here's how it works:


1. Proceed to Checkout from your Decorium’s Shopping Cart.

2. On Step 1 of our order process, you will see a "Customer Pick-up" button if your merchandise is available to be picked up.

3. Click "Customer Pick-up". We'll flag the order as a pick-up and remove any shipping charges.

4. Proceed to Step 2 and select a pick-up date.

5. Pay for your Order and Proceed to Step 3.

6. Submit your order. We'll e-mail you details on where to pick up your order.

7. We'll alert the warehouse to expect a pick-up on the date you have selected.

8. To pick up your merchandise, bring a printed copy of your confirmation e-mails, a picture ID to the warehouse on your pick up date.


PLEASE NOTE: You will not be allowed to pick up your items if you do not bring your picture ID used to place the order and confirmation e-mails. Items picked up will be in their original packaging. Any checking for these items before leaving the warehouse is the responsibility of the customer.


You said you deliver in days, but when I checkout, I get a 8 week delivery date - what happened?
There are cases where demand for a particular collection is higher than we had anticipated.


In these cases, we will show you a delivery date that includes the time it will take for us to restock and deliver to your home. In most cases, once an item has been restocked, delivery dates become significantly shorter again.


How can I see the status of my order?

To view the status of your order, simply login to your Decorium Account and select the Order ID you want to review or change.


Will my furniture be assembled for me?
Yes, but it is only available after you have purchased our White Glove Service.


I received an e-mail notifying me the status of my order has changed. Where can I see my order's new status?
All you have to do is login to your Decorium Account and select your Order ID for an updated status.


Can I cancel my order?
Once you place your order, you will receive the contact information of service representatives that will help you with your order.

If you have NOT received your merchandise, you may cancel all or part of your order within 48 hours of placing your order without a charge or fee by contacting us by telephone or message.


What is your Return Policy?
All sales are final. However if you discover concealed damage you have 48 hours to report it. Just call the Customer Care department at Decorium 416-736-6120 ext.206


What if my merchandise arrives damaged?
If any damage is found when opening your furniture order, simply call our service department within 2 days of receipt. Furniture will be repaired free of charge by Decorium or our Technician. If the item cannot be repaired you will be offered an exact replacement at no extra charge. A reselection will be offered if no replacement is available.


Does Decorium offer a warranty on its merchandise?
All merchandise purchased at Decorium (excluding markdown and “As Is” sales) are covered by the manufacturer’s warranty. If a problem should arise, just call our customer care department. We promise we will do whatever we can to make you happy.


Can you deliver outside Canada?
Yes, we can deliver anywhere in the world. For these deliveries a price quote will be provided to you 72 hours after your order is placed.


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Pricing and Payments


Please note, all prices on this web site are in Canadian dollars (CAD).


Are the prices in my Shopping Cart guaranteed?
Decorium makes every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order.

Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your order will be cancelled and refunded.


Please also note that promotions on Decorium.com expire at midnight Eastern Time on the date indicated on Product Pages and Shopping Carts.


What types of payments do you accept?
Decorium accepts Visa, MasterCard, and American Express as types of online payment.
Because we are not able to validate card addresses and security codes, we also cannot accept credit cards issued outside the United States and Canada at this time.


Do you charge my credit card at the time I place my order?
We will authorize your card when you complete your order, which includes confirming your account number and your available balance with your credit card company. Your card is not charged at this time.


We will charge your credit card only when your order is processed and accepted. Payment requirements are explained fully during the checkout process.


Do you accept COD orders?
We cannot accept COD orders. All orders must be paid in full prior to delivery.
Protection Plans


Do you offer protection for the products you sell?
Yes, we offer protection plans for all merchandise except accessories, area rugs and mattresses.


How can I protect the merchandise I purchase?
When you click "Proceed to Checkout" from your Decorium Shopping Cart, you'll arrive at the first step of our easy-to-use order process. If you have items in your order that can be protected, you'll see additional information and pricing.


Where can I see more details about these protection programs?
Click below for details of our protection plans:
5 Year gold in home Protection Plan



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Finding Help

What if I have questions about a product?
One of the benefits of Decorium is that there’s always someone nearby to answer any questions you may have.


If you’re looking at an item, click our Ask a Question guide and you’ll see the phone number where someone is waiting to answer your call (during regular business hours).


Prefer not to pick up the phone? You can also send an email message from this page as well—we will answer your message within 24 hours.


What if I have questions about my order?
As soon as your order is placed with Decorium, our customer status representatives are available to help with your order.


Once your order is placed, you can call 416-736-6120 and speak to one of our customer service representatives. Please allow 24 hours for updates on information.

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