Customer Service

After your order is placed, you will receive an email confirming your order. If you do not receive your confirmation email within 24 hours, please contact us at customerservice@decortecosmetics.com.

Order Processing
Online orders are processed during business hours Monday – Friday, 9am – 5pm ET, excluding major holidays.

• Once your order is placed, you will receive an email confirmation.
• Please allow 2-3* business days to fulfill your order.
• Once your order is fulfilled and ready to ship, you will receive an email with shipping confirmation and tracking details. Depending on the shipping method chosen and your location, orders will deliver in 2-14* business days.
• Orders ship from our warehouse in New Jersey.

*Increases in volume associated with promotions or major holidays may cause delays in processing times and delivery windows to be extended.

Payment Authorization

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Order Tracking

When you receive your confirmation there is a choice to “view your order”. From here orders can be tracked using the Shop app or Decorté account holders can track within their account. Please follow the steps below.

Decorté Account Holders
Please log into your account and click on your order. Once your order is open, click on the banner at the top of the page to track your package.

To Track with Shop on Mobile (or other devices) please follow the steps below.
For non-mobile device users s (computers) please contact customer service for assistance.

1. Click the “View Your Order” button in the confirmation email.
2. Click “Track Order with Shop” once you have successfully opened your order in your browser.
3. Sign into Shop or create an account with the email address on your order.
4. Once signed in, your order details will automatically upload for tracking.
5. Start Tracking!

Please note that there are parties online selling our products claiming to be authorized retailers of Decorté Cosmetics. We cannot guarantee these products are authentic nor can we accept returns from these parties. For a complete list of authorized sellers please click here.  

Authorized retailers:

• SAKS FIFTH AVENUE
• ca.decortecosmetics.com

Order processing occurs Monday – Friday during business hours 9am to 5pm. Orders are shipped Monday through Friday and delivered Monday through Friday excluding major holidays.

All orders ship through DHL and are then transferred to the local courier that services each province. We ask that you add an extra 7 days to your transit time to accommodate for customs processing.

Hazardous Materials Shipping Restriction

Selected fragrances are considered Hazardous Material (HAZMAT). Therefore, these items cannot be shipped to all addresses. All orders containing Hazardous Materials must be shipped via Standard Ground Shipping and cannot be shipped via Priority or Express. All orders containing Hazardous Materials can only be shipped to addresses within the contiguous U.S. states and cannot be shipped to Alaska, Hawaii, U.S. Territories, PO Boxes or APO/ FPO addresses.

If your package was damaged in shipment by the carrier or an item is missing from your order. Please notify us immediately by providing images of your order (in pdf, jpeg, jpg, or png format) with the packing slip and the items you received. Damaged and missing items will be replaced.

Regretfully, we are unable to modify or cancel your order once your order confirmation has been sent. We deeply apologize for any inconvenience this may cause you. In order to receive a full refund, reach out to customerservice@decortecosmetics.com to start a return.

If for any reason you are not completely satisfied with your purchase, simply return it within 30 days of its shipped date for a refund of the purchase price, excluding shipping and handling. A credit will be issued within 30 days after we receive the returned merchandise.

To return, please email reach out to customerservice@decortecosmetics.com to start a return for a Return Authorization Number. Please allow our customer service team 1-2 business days to respond.

Securely wrap the package and send your return via Fed Ex, UPS or insured Parcel Post from the US Postal Services for your protection and to ensure prompt credit. Decorte is not responsible for returned articles lost during transit. Be sure to include your complete contact info with your return including your name, address, phone number, email address, and ca.decortecosmetics.com order number.

Your return will be processed promptly upon its arrival. Processing time for returns is usually 30 business days from the time the return is received. An email will be sent to confirm receipt and processing of your return. We are sorry, but return shipping fees are non-refundable.

If your package was damaged in shipment by the carrier, save the box and the merchandise and notify us immediately by email for the damaged items to be replaced.

Returns or exchanges for purchases made online will not be accepted for return or exchange at other retailer locations.

Returns or exchanges for purchases made at any other retailer locations cannot be returned through ca.decortecosmetics.com. Items not purchased through ca.decortecosmetics.com should be returned at their place of purchase.

If you created an account on this site, or have placed and order after May 14, 2020, your orders can be viewed by clicking here or on the account button and logging into your account or creating one.

If you have created an account on this site, you can update your account information by clicking here or on the account button and logging into your account. There you can change your mailing and billing addresses, name, and password.

Monday – Friday, from 9 am — 5 pm EST, excluding major holidays


General inquiries or questions about orders placed on this website:
customerservice@decortecosmetics.com


Press inquiries:
press@decortecosmetics.com


Influencer and brand partnerships:
partnerships@decortecosmetics.com