Deliveries and Returns

1. Delivery Methods

You have many delivery methods namely: home delivery / workplace or delivery to Superdecor Physical Store (Portugal only). When placing the order, you can select the most convenient method. The available delivery method may vary, please confirm the country of destination.

2. How to get free shipping

If the customer places an order whose value exceeds the minimum defined for his country of delivery or via an existing campaign, the shipment will be made at no cost, that is, free of charge.
If the customer does not receive the order and is interested in sending it back, even if the item exceeds the minimum value, postage will be charged.

3. Shipping and Delivery Times

Shipping costs vary according to the country / area of destination and apply to all products except custom products, such as carpets or all products that require production time, where the product preparation time extends from 5 to 10 days delivery time.

*Depending on product availability. In the event that the desired item is not in the central internal stock, an order will be placed with the physical stores, which may change the estimated delivery time. The values shown correspond to average data achieved under normal circumstances. In periods of special campaigns these periods can be exceeded. If this period is too long, please contact our Customer Service (contacto@superdecorstore.com or +351 227 335 256 — you'll be charged a landline calling rate) and we will try to satisfy your request.

If you do not like the products ordered, you have 45 days to make an exchange or return.

1. Exchange or Return

You can choose one of the following ways to exchange or return the products purchased at the Superdecor Online Store:

Delivery of the Product(s) in Store

You can go to a Superdecor store with your invoice and the products you want to return.

In this situation, shipping costs to our warehouse will be borne by the customer.

Collection of the Product(s) at Home

The products must be delivered to the courier well packed, so we recommend keeping the shipping package.

Make sure the package does not contain any labels, stickers or other materials from previous shipments.

Depending on the country where your order was delivered, the return due to purchase withdrawal may be subject to a return fee.

The return service is free for the first try only.

2. How to register an Exchange or Return request

In case of Exchange or Return follow these steps:

1. Log into MY ACCOUNT (if you're a registered client) or click the link sent in the Shipping Confirmation email;
2. Click on ORDERS;
3. Select the order you want to return;
4. Click on RETURN/EXCHANGE;
5. Select the products you want to return;

6. Choose an option with the reason why you want to return the product;

In case of exchange, select the option “I will exchange for another product(s)”

7. Click on CONTINUE;
8. Select collection method;

9. Select how you want to receive the refund;

If you paid by Multibanco Reference or MB Way, please provide us with your IBAN.

10. If you want to make an exchange, you will have to opt for a refund in VOUCHER and place a new order using the VOUCHER value as a payment method, which will be sent to your email.
11. Click on FINISH

After finalizing the exchange or return request, you will receive an email with the formalization of your order.

If the collection method is at your address, in the following days you will be contacted by the SUPERDECOR ONLINE customer service line with the date for scheduling the collection.

Any campaign/promotion earned on the original purchase will only be maintained if you want to exchange for a size or color within the same reference.

If this is the case, after finalizing the exchange or return request, you will receive an email with the instructions for this purpose.

3. Refunds

In the event of a return, the refund corresponding to the value of the returned products will be processed within the next 15 days, after receiving the products at our central services, using the same payment method used for the purchase.

Shipping costs are not refundable.

Bear in mind that a refund made to a credit card will always depend on the bank details you provide.

If you paid via Klarna:

Your refund will be processed within 5 to 7 working days by Klarna once Superdecor has registered your return.
You will receive your refund in accordance with Superdecor's refund policy. Log in to Klarna to see the status of your return or cancellation.
Refunds are processed differently depending on the status of your payment schedule, how much you paid, and whether you requested a full or partial refund from Superdecor.
3.1. Full Refund: Once a full refund has been recorded for your order, any remaining payments will be canceled and the amount already paid will be refunded to the bank account provided.
3.2. Partial Refund: If the partial refund is more than the remaining balance of your order, the refund amount will be credited to the original payment method. If the partial refund is less than the remaining balance of your order, the amount will be deducted from the remaining balance and distributed evenly across the remaining payments.
If 30 days have passed since Superdecor confirmed your cancellation and you have not yet received a refund, we recommend validating with Klarna customer service — keeping your cancellation confirmation available.
You can also check all updates to your payment plan in the Klarna app. 

4. General considerations

• Make sure that the products you want to return or exchange are in the same condition you received them.
• Exchanges or returns of products subject to cutting, custom-made curtains and rugs or special orders for tapestries will not be accepted.
• Please note that in physical stores we only allow the delivery of products to be sent to our central services.
• The exchange or return process will only be initiated after receipt of the returned products at our central services.

If, eventually, the shipping package is damage, you must check is contents at the delivery moment and submit the complaint to the carrier. In the next 24h, you have to contact the Custom Service Superdecor, by the e-mail info@superdecorstore.com, or by number. +351 227 335 256 (you'll be charged a landline calling rate).

Refunds are not accepted in case the product is damage by incorrect packaging of the order by the transport company, being that, the customer has always do the necessary checkup in both packaging and on the product.

The same is applied in case you receive a packaging in good conditions but the product inside damage.

The Customer Service will evaluate your situation and initiates an investigation process. You should also carry out the photographic registration of the damages on the packaging or the product and attach to your complaint.

Remark: Whether in case of damages in the transport, loss of the order, or even in the impossibility of delivery, the Custom Service Superdecor can take until 14 working days to confirm the occurrence. During this period no refund can be made.