Frequently Asked Questions (FAQ)

 

Welcome to Ferndecory (hereinafter referred to as “we” or “us”).The following FAQs are intended to help you better understand our shopping process, order handling, and related services.

1. How do I place an order on the website?

You can browse products on our website and add your selected items to the cart.Proceed to checkout, enter your delivery details, and complete payment to place your order.

2. What payment methods are accepted?

We accept online credit card payments, including Visa and MasterCard.All payments are processed through a secure online payment system.

3. How long does it take to process an order?

After payment is confirmed, orders are typically processed within 1–3 business days.Processing time does not include non-working days.

4. Where do you deliver?

We currently offer delivery across Australia only.Delivery outside Australia is not supported at this time.

5. How long does delivery take?

Once dispatched, orders are generally delivered within 5–15 business days.Actual delivery times may vary depending on location and logistics arrangements.

6. How can I track my order?

After your order is shipped, you will receive a notification email containing your order number and shipping details.You may also track your order on the order tracking page using the email address or phone number provided at checkout.

7. Can I cancel my order after placing it?

If your order has not yet entered preparation or shipping and the request is made within 48 hours, you may apply for cancellation.Once an order has entered processing or shipping, cancellation is no longer possible.

8. Can I return or exchange an item?

If the applicable conditions are met, you may request a return or exchange within 45 days of receiving the item.Please refer to the Returns & Exchanges Policy for detailed conditions and procedures.

9. How long does it take to receive a refund?

Approved refunds are returned to the original credit card used for payment.Depending on your card issuer, refunds are typically completed within 1–3 business days.

10. Are taxes included in the price?

All listed prices include applicable taxes.No additional undisclosed fees will be charged at checkout.

11. What should I do if there is an issue with the delivered item?

If you receive a damaged, missing, or incorrect item, please contact us as soon as possible with relevant details so we can assist.

12. How can I contact customer support?

If you have any questions or need assistance, please contact us using the contact details below:

Address: 3713 OTTINGTON PL, CHARLOTTE, NC 28262-2579, United States
Telephone: +1 (317) 691-7559
Email address: contact@ferndecory.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)