Skip to content
⭐ NEW AI VISUALISER TOOL ⭐ (Click Here To Upload Your Photo) ⭐ NEW AI VISUALISER TOOL ⭐ (Click Here To Upload Your Photo)
⭐ 10-Year Warranty ⭐ Satisfied Customers⭐ Premium ⭐ Australian Business
⭐ 10-Year Warranty ⭐ Satisfied Customers⭐ Premium ⭐ Australian Business

Shipping policy

Shipping Policy

At DECKO, we are committed to providing our customers with the fastest and most competitive delivery service possible. We work with several reputable freight partners, including Startrack, Couriers Please, Auspost, TNT, Aramex, Capital Transport, Followmont, Northline, Allied Express, and others, to ensure that our customers receive their orders in the shortest possible time.

For metro areas we can often deliver next day. In most cases, our standard delivery times are between 2-4 days, and we strive to maintain this delivery timeframe for all orders. We deliver from stocks, rarely delays due to stock shortages or delayed container freight related logistic issues.

However, in certain remote locations especially in North QLD, NT, TAS or WA or locations far from our 4 warehouses and not frequented by freighters, depending on the order volume, we may need to contact customers to optimise freight costs. In some cases, we may have to deliver to the nearest depot for collection or ask for freight charge differences for Residential deliveries. SPC Flooring especially affected as need tailgate deliveries. 

We offer free local pickups at our depots in Brisbane, Sydney and Melbourne for DECK Tiles, SPC Floors from Brisbane and Melbourne only, Durante Tiles from Sydney only. You can find the addresses on our contact us page https://decko.com.au/pages/contact-us. 

If you are unhappy with the freight costs for larger shipments, please get in touch with us, and we will do our best to find a better freight quote based on your address and order details.

We take pride in providing our customers with fast and reliable shipping, and we are committed to ensuring that you are completely satisfied with your purchase. If you have any questions or concerns about our shipping policy, please do not hesitate to contact us.

Order Cancellation and Refunds (Australia)

In accordance with Australian consumer laws, we reserve the right to cancel and refund any orders in the event that shipping to a specified location is deemed unrealistic due to excessive shipping costs, accidental pricing issues or discounts not approved by us, or other unforeseen circumstances, including but not limited to natural disasters, even if the website has automatically generated a shipping cost and the customer has completed payment.

In such cases, we will notify you promptly and issue a full refund for your purchase, including any shipping fees paid. Our commitment is to provide exceptional service and products to our customers, and we will always strive to find the most efficient and cost-effective shipping solutions. However, if we determine that fulfilling an order is not feasible or practical, we will exercise our right to cancel and refund the order in compliance with the Australian Consumer Law (ACL).

If your order included free delivery and you want to return, the original delivery cost paid by us will be deducted from your refund. Return shipping and integrity of shipment is the customer’s cost and responsibility.

Damaged or Missing Items Policy

To ensure a smooth resolution process and allow us to lodge claims with our freight partners, please carefully follow the steps below:

1. Inspection on Delivery
All orders must be inspected immediately upon delivery.

2. Reporting Timeframe (Strict)
Any damaged or missing items must be reported within 24 hours of delivery by contacting our Customer Service team at:
📧 [your email here]

Your report must include:

  • Clear photos of the damaged item(s)
  • Photos of the packaging (including outer carton and labels)
  • Description of the issue
  • Order number

3. Retention of Goods & Packaging
Do not discard the damaged product or its packaging.
These may be required for inspection or return as part of the claims process.

4. Failure to Report in Time
If damage or missing items are not reported within 24 hours, we may not be able to lodge a claim with the carrier, and therefore cannot accept liability for the loss or damage.

5. Assessment & Resolution
Once reported, we will assess the claim with freighters and determine the appropriate solution, which may include:

  • Replacement of the affected item(s)
  • Partial refund if items can be used for project
  • Return request (in certain cases)

For minor damage that does not affect functionality or installation, we may offer a partial resolution rather than replacement.

6. Returns for Damaged Goods
In some cases, we may require the damaged product to be returned before issuing a replacement or refund.

By placing an order on our website, you acknowledge and agree to this policy. If you have any questions or concerns about our Shipping Policy or any specific order, please contact our customer support team, and we will be happy to assist you.