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Frequently Asked Questions (FAQ)

Welcome to the Deco-office FAQ. Please use this page to find an answer to some common questions we have been asked in the past.

Jump to a relevant section or question:

Before Ordering

Are your plants and trees real or artificial?

Glad you asked, all our plants and trees are in fact artificial, but many of our artificial trees have natural wood trunks, and there are a number of customers who had a hard time telling the difference. We have also had reports of cleaners trying to water our plants and a bee trying to sneak nectar from a fake rose tree.

How do I place an order?

Placing an order is very easy:
First you browse our catalogue for plants and trees you like and add them to your shopping cart by clicking 'buy now'.
On the cart page you can adjust the quantities as required and choose your location for delivery.
You can return to your cart at any time using the 'View Shopping Cart' link underneath the Deco-office logo.
The cart page allows you to alter quantities, remove items and choose a UK region for delivery.
Keep repeating the above until your cart is full to burst and/or you have got everything you need.
Ready? Then you can click the 'Checkout' button.
Check that everthing is ok and click 'continue to PayPal'.
Don't worry, you don't need an account with PayPal to pay, the instructions for paying by card are provided on the left of the PayPal screen. And whether you have an account or not your details are of course protected by 128bit SSL encryption!
Once you complete the payment your order is complete and a receipt will be sent to you from PayPal. Please use this receipt to check that all delivery details are correct.
We will not separately confirm your order, but if you have any queries please feel free to contact us at any time.

I can't find an item, can you help?

Of course, that's what we are here for. Try using our website's search. The search box is in the top right hand corner of every page. You can use it to search for keywords such as bay tree or boston fern, or a (partial) product code such as GP001906.

Still can't find it? Please email us and we'll see what we can do for you.

A plant/tree shows as 'out of stock'?

Our plants and trees are in such demand that unfortunately this situation inevitably appears every now and then or it could be that the stock count in our database is inaccurate.
Please contact us with the product id of the item in question and the quantity you require. We may be able to show you alternatives, or offer to contact you back as soon as stock arrives.

Your prices are really good, are there any hidden costs?

There are absolutely no hidden charges when buying from Deco-office. All costs are clearly displayed on the cart page before you pay.

Is there any discount if I buy multiple items?

We are certainly able to discuss bulk orders and work out a better price based on your overall spend and order composition. Please contact us with your item requirements including product codes and required quantities and we'll be happy to advise.

Are your plants fire proof?

No, due to infrequent demand we keep prices lower by selling only non-IFR (inherently fire retardant) and untreated artificial plants and trees.
The fabric can however be treated with commercially available fire retardant spray and there are multiple companies that can offer a complete fire proofing service and issue a fire proofing certificate.

Are your trees suitable for outdoors?

Look for the indoor/outdoor logo on the detail page for that particular tree.
They look like this: Suitable for Indoor and Outdoor use Suitable for Indoors only

What payment methods do you accept?

We currently accept PayPal, Visa, Mastercard, Amex, Maestro, Switch, Visa Electron, and a number of other credit and debit cards.
Cards are processed securely through PayPal making sure your details are kept safe.
We can also arrange for payment by BACS or cheque. For more information about paying, please click here.

Do you deliver worldwide?

There are some limits on parcel size and weight, but we can at least try and find a quote for you. We have successfully delivered to several countries including Ireland, France, Germany, Spain and the USA, so why don't you contact us with your requirements (including product codes and quantities) and we will see what we can do for you.

How long will delivery take?

Once you place your order it is automatically queued for processing. This includes checking that the delivery charges paid are correct, that all items are available, stock taking, packing and dispatch.

More often than not and depending on the time of day you order this all happens on the same day you place the order. The delivery itself then depends on several factors, including the delivery company and service used, which we will advise you of in a brief dispatch confirmation email.
A large proportion of parcels sent within the United Kingdom are delivered within 1-2 working days using Royal Mail or Parcelforce, but should you not receive anything within 5 days then please check any tracking information provided or contact us. Overseas deliveries slightly different and may take longer to arrive. We will give you an estimated time frame when you ask for a quote (see above).

After Ordering

I made a mistake on my order and need to make a change?

We have become very good at processing orders as soon as they arrive. Therefore, to make sure that any amendments can be actioned, please reply to your order acknowledgement email, or email [email protected] including your order number, name and email address, and of course the changes you would like to make.

I have not received my parcel yet?

We are very sorry to hear it, sometimes mail can get stuck in a depot causing the delivery target not to be met. There are other occasions where the delivery driver finds nobody at home, but forgets to leave a card to inform you of the fact that he tried to deliver.

If tracking information is available (we will have told you in the dispatch confirmation email) then please try the tracking page and follow any instructions provided there. You may also contact us and we will be happy to help you check.
Please note: some parcels are kept for no longer than 7 days, so please contact us sooner rather than later to avoid any kind of redelivery charge.

After Delivery

I just received my plants/trees but they are damaged, what should I do?

If goods are visibly damaged on arrival, please reject them and/or sign with DAMAGED on the driver's signature pad.
If you are unable to inspect the goods immediately, you can also sign with UNINSPECTED or write a relevant comment onto the pad.
We take damages very seriously and will follow up with the carrier if necessary. Please contact us within 2 days of receipt if you notice damages, include a brief description and ideally attach digital photographs. Please do not be offended if we routinely ask for photos, as these will greatly speed up the process by allowing us to make an initial assessment and determine whether it will be necessary for you to return the item, or whether we can just send a free replacement.

I just received my plants/trees but I think an item is missing?

We take great care when processing orders and always have a separate member of staff to check final contents. Nevertheless mistakes do occasionally happen and as such please do not hesitate to contact us if something has been short-delivered. Before you do however, please ensure that the parcel was not open when it arrived, no items were taken out from the parcel by a another colleague or household member, and that flat-pack items are not mistaken for packaging or cushioning material.

I have changed my mind, can I return my order?

We realise that our plants or trees may not be for everyone. As such we accept no quibble returns within 7 days of delivery, please contact us for the necessary details.
Please note that you will be required to pay for any return postage costs. Products must be unused and packaged suitably to avoid damage in transit.