Ask about products and delivery: +372 50 88884; +37061931037

FAQ / Frequently Asked Questions

  1. Do you ship to my country?

We ship orders throughout Europe. We have the ability to deliver the goods to all the countries of the European Union, as well as in Russia, Ukraine and Belarus. If you are interested in any item, please contact us by email: info@decodeonlineshop.com

  1. How can I return or exchange a product?

Decode Online Shop customers have a right to return or exchange a product within 14 days of delivery. This returns policy does not extend to products, which are produced or altered according to the customer’s wishes.
The customer has a right to return an item if:

  • The order has been cancelled according to the terms and conditions by notifying DECODE Online Shop within 14 days of delivery, by e-mail: info@decodeonlineshop.com;
  • The item has not been used;
  • The item is in the condition that the customer received it in and all the parts of the product are included in the original package, which in any case is not spoiled;
  • The item has been repackaged into its original package or an equivalent;
  • The item must be returned immediately after cancellation.

If you return or exchange an item, you are responsible for the risk of damages.
A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged during the first shipping.

  1. What payment methods does DECODE Online Shop accept?

We accept MasterCard, Visa, American Express, Maestro and PayPal.

  1. What are my delivery options and how much do they cost?

We use UPS (United Parcel Service), DPD and Lithuania transport companies for all the deliveries. All orders are delivered to the delivery address.

To make shopping easier for you, we have a fixed shipping cost of 5 euros of all products from all categories except for categories of goods: FURNITURE; LIGHTING; OUTDOOR (FURNITURE; LIGHTING; OUTDOOR) in Lithuania, irrespective of the location and dimensions.
To make shopping easier for you, we have a fixed shipping cost of 15 euros of all products from categories: FURNITURE; LIGHTING; OUTDOOR (FURNITURE; LIGHTING; OUTDOOR). So whether you order a sofa or a chair, the shipping cost for EU countries (Lithuania) is only 15 € per order despite the size or the weight of the items.

Shipping and assembling furniture and lighting:

Shipping of furniture / lighting
Furniture and lighting, ordered in the DECODE Online Shop will be delivered to the location specified by the buyer.
Delivery options:

  1. Delivery of furniture / lighting to the entrance.
  2. Delivery of furniture / lighting to the entrance + raising to the first floor of a multistory or private home.
  3. Delivery of furniture / lighting to the entrance + raising on furniture floor concrete floor (with lift).
  4. Delivery of furniture / lighting to the entrance + raising on furniture floor concrete floor ( no lift).

Assembling furniture / lighting
On request, the client can use the services of a wizard that collects furniture / lighting and connect lighting. The specific costs and connection fees can be found by contacting the customer service department:
by email: info@decodeonlineshop.com
or call Customer service: in Lithuania +37061931037.

  1. How soon can I get my order and how much will it cost?

All the items that are in stock will be shipped next business day. Please allow 2-7 business days for your order to arrive. If you need your order earlier than that you can upgrade to Express Service (1-2 business days). Please contact our customer service:
by e-mail: info@decodeonlineshop.com
or call for Customer service: in Lithuania +37061931037

Items that are not in stock are available, delivery time varies according to the brand :
Basic Brand:

  • COTE TABLE – from 7 to 21 business days;
  • LSA- from 7 to 21 business days;
  • EICHHOLTZ- from 7 to 21 business days;
  • MASTRAD- from 7 to 21 business days;
  • MATHILDE M - from 7 to 21 business days;
  • JOLIPA- from 7 to 21 busines days;
  • NOW’S HOME- from 7 to 21 busines days;
  • KARE- from 7 to 21 busines days.

Handmade and Luxury brands by order 4-8 weeks.

Please contact our customer service:
by e-mail: info@decodeonlineshop.com
or call Customer service: in Lithuania +37061931037

  1. Is there any extra costs (taxes, duties, customs etc.) that I have to pay in addition to the prices shown on your webshop?

All the prices displayed on our DECODE Online Shop include VAT. There will be no duties or customs to be paid by our customer. Only the delivery cost is added to your order. This is the case with the orders shipped to Lithuania too.

Unlike many other web shops, we pay the local VAT (21% in Lithuania) for these orders, too. This is because we want to offer as easy shopping experience as possible for all our customers.

  1. Is the information I give you secure? Is your web site secure?

All customer information records will be secured both within the Internet as well as outside it. All confidential information will be encrypted so that no third party will be able to access them.

Payment always takes place in the online billing server of your bank or on the credit card server. We therefore receive no information regarding payment such as credit card numbers, bank account details etc.
All information stored outside the online service is also subject to due care. The supplied information will only be processed by designated DECODE Online Shop employees processing deliveries, billing, transportation and customer care. Our customer database is secured by personal user logins and passwords.
We do not store customers’ credit card numbers in our database. Therefore even in the event of database intrusion the customers’ credit information cannot be obtained by a third party.
If you prefer not to order DECODE Online Shop, you can place your order by phone.
Please call our Customer service: in Lithuania +37061931037.

  1. What if I’m not home when the package arrives?

A notice of missed delivery will be left and you are asked to contact the carrier to reschedule the delivery at a convenient time for you, or the carrier will contact you before the goods will be brought (especially for products of the category FURNITURE, LIGHTING, OUTDOOR).

  1. What are Cookies and how do I enable them?

Like many other websites, also DECODE Online Shop uses cookies. Cookies are small strings of text that a website can send to your browser. Cookies enable website to remember your browser and its settings when you return to the website and hence enables us to provide you with better personalized service.
Cookies do not retrieve any other information from your computer, pass on viruses or capture your e-mail address.
To use our website efficiently, you have to accept cookies. Normally browsers are set to accept cookies. If your browser doesn’t accept cookies you can easily change the settings in your browser’s preferences.

  1. I have a registered company in EU country with valid VAT number. How can I get VAT deducted from my order?

If you make a purchase to your company that has a valid VAT number you are entitled to buy the products as ”Intra-community supply” and have the VAT deducted. In this case please contact our customer service to proceed with your order by e-mail: info@decodeonlineshop.com
or call Customer service: in Lithuania +37061931037

  1. Can I buy a product in lease?

Information on the possibility of leasing, you will find under the companies ho representing installments.

How to request an installment / leasing in DECODE online store?
Ask installments / lease and we will always find you a suitable offer. Please send inquiry by email: info@decodeonlineshop.com .
The borrower and the guarantor must send a copy of a valid document which certifies the identity of the buyer.

Accepted documents:

  • Identity Card (ID-card) Lithuanian State;
  • Card on place of residence in Lithuania;
  • To Lithuanian citizen - driver's license, appropriate standards of the European Union;
  • Passport Lithuanian citizen or an alien's passport;
  • If the borrower or guarantor are not a citizen of the Republic of Lithuania, they should be entitled to a residence that should really be at least until the date of repayment.

With a positive response, offer you contract / agreement for signature and send for You by e-mail. Contract / Agreement must be signed digitally.

Seller transmitted information and personal data of the borrower or guarantor can not be transferred to third parties and can not be used for any other purpose, only for use when signing the Contract / Agreement or to perform the duties of the Contract / Agreement or related contract / agreement operations.

Customer Service will contact you personally to explain how you get the goods. When you receive the goods, the signature of the supplier must deliver the goods personally, the person signing the contract installment / leasing. Supplier must visually compare the photo on the document and the identity of the person signs a document (note of goods). If provider will doubts that the person, the goods will be transferred to the Seller and Seller shall be entitled to terminate the Contract / Agreement installment / lease unilaterally.

  1. Answer to my installment / leasing positive, but I have no way of digitally sign the contract.

This can be done at the DECODE office, please inform us in advance
by e-mail: info@decodeonlineshop.com
or call Customer service: in Lithuania +37061931037
DECODE Customer service person visually compares the photo of the document with the person. Identity of the person submitting the document and to identify individual. Accepted documents:

  • Identity Card (ID-card) Lithuanian State;
  • Card on place of residence in Lithuania;
  • To Lithuanian citizen driving license corresponding to the norms of the European Union;
  • Passport Lithuanian citizen or an alien's passport;
  • If the borrower or guarantor is not a citizen of the Republic of Lithuania, he should be entitled to a residence that really should be, at least, until the maturity of the loan.

If the DECODE Customer service person has doubts that the person, DECODE will then be denied a loan or guarantee and the Contract / Agreement installment / lease is signed.

  1. Before buying a product, I want to receive more information about it or even want to see it. What advise do?

If you do not have enough information in the DECODE Online Shop, please send your questions by e-mail: info@decodeonlineshop.com
or contact Customer service: in Lithuania +37061931037
We will try as soon as possible to answer your questions.