Frequently asked questions

Can I change or cancel my order?

If your item(s) haven’t been dispatched there may still be a chance to cancel or amend your order. Please contact as soon as possible and if we haven’t started processing your order we will happily cancel and issue a refund or change the details of your order.

You can contact us by email at [email protected]

or message us on facebook at www.facebook.com/DecaliberShop

I haven't received my item(s) / The wrong specification was sent, what do I do?

Please refer to our deliveries info for a better understanding of when your item(s) will arrive. If it’s past your expected arrival date and you still haven’t received your item(s) yet, or it has arrived and is the wrong specification. Please contact us at one of the below places and we will happily resolve the issue for you.

Email: [email protected]

Facebook: www.facebook.com/DecaliberShop

My item arrived damaged. What do I do now?

If your item arrived damaged please contact us as soon as possible and we will try our best to help

You can contact us by email at [email protected]

or message us on facebook at www.facebook.com/DecaliberShop

I want to return my item(s), what should I do?

If the item(s) arrived as described and you still want to return it please send it back in its original condition with within 30 days of the purchase date. Please also include the packing slip that came with your order. Also note that we do not accept exchanges. All returns will be refunded back to the original payment method. We recommend that you use a tracked service (such as “Royal Mail Signed For”). The tracking number proves to us that you sent the item(s) to the correct return address so we can make sure you’ll receive your refund.

You can find more information about our returns here www.decaliber.com/returning-an-item

Where do I post my return to?

Please post your item(s) to the following address.

Returns

Decaliber

9 Clanmaghery Road

Ballyward

Castlewellan

County Down

BT31 9RR

UK

My refund has not shown up in my bank account?

We issue refunds via PayPal. Here’s there info on that.

“How your money is refunded depends on how you made the original payment.

  • If you paid with a credit card, the money is refunded to your card. If the card you paid with is closed or invalid, the money will still be refunded to your credit card account.
  • If you paid with your bank or PayPal account balance, the money is refunded to your PayPal account. After you have received the refund, you can withdraw money from your PayPal balance to your bank account.
  • If you paid using a credit card and your PayPal account balance, the amount paid by credit card is refunded to your card. The remaining amount is refunded to your PayPal account.
  • If you paid using PayPal Credit, the amount is refunded to your PayPal Credit account.
  • If you paid with a debit card, the amount is refunded to your debit card. If the refund cannot be applied to your debit card, it will be applied to your PayPal balance.

Refunds to credit or debit cards can take up to 30 days depending on the card company involved.”

Source: https://www.paypal.com/uk/smarthelp/article/how-is-a-refund-made-through-paypal-returned-faq1083

If there is still any issues after the prior mentioned time, please do not hesitate to contact us. We will work with PayPal to make sure you get your refund.

You can contact us by email at [email protected]

or message us on facebook at www.facebook.com/DecaliberShop

Why has PayPal charged me more than what is on the website?

When you purchase through PayPal they’ll apply their own exchange rates and you may see a slight difference in the amount you pay. PayPal exchange rates are fully explained in their terms and conditions. The exchange rates on our website are guide only for convenience.

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