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Customer support


Questions & Answers

Questions about products

  • How do I maintain the leather?

    We have created a care guide with tips how to take care of the leather.

    How to Care Guide
    DECODED products have been manufactured out of first quality leather. There may be some characteristic signs such as wrinkles, scars and marks. Those do not affect the durability of the product, in fact these arise from the natural beauty of the genuine leather. For general cleaning on the leather parts of your DECODED product, please use a soft cloth and a leather cleaner and/or conditioning cream and follow instructions. This should be done three or four times a year and this facilitates the durability, shine and increases the beauty of your DECODED product overall. When it comes to the chemicals that you use to clean your DECODED product, you need to be very careful. Turpentine and mineral spirits must be avoided as they can pull colour, and caustic household chemicals should never be used to clean leather and leather preparations that contain alcohol should also be avoided. Your DECODED product will look good for several years with a little care, please check out some basic tips written below:

    • Please clean your DECODED product with only dry cloths. Please do not use any chemicals such a acetone, gasoline, alcohol etc. while cleaning your DECODED product.

     Please keep your DECODED product away from all chemical liquids.

     If your DECODED product gets wet, please wipe it off immediately and let it air dry. Direct heat could cause the leather to dehydrate and damage it.

     If you are using a leather conditioner or other leather cleaning products, please always apply it to the cloth first and not directly onto the leather.

     Please test any leather products on a small area before applying it to the DECODED product.

     Please do not store your DECODED product in plastic as these emit chemicals which can damage the leather, please use a cloth bag.

     Please keep your DECODED product away from cosmetics, creams, hairspray, food and other oil-based products as these are likely to stain or damage the leather and are difficult to remove.

     Please do not store your DECODED product in direct sunlight, direct spotlight, direct heat, radiator and similar devices which spread heat and powerful light. Please keep your DECODED product in a dark, cool and dry place to prevent fading and mound.

Questions about the webshop

  • When will a product be back in stock?

    When a product is not available, this will be stated on our website. For questions about the availability of a product, please contact us through our contact form.

  • How do I know my order is processed?

    When a product is not available, this will be stated on our website. For questions about the availability of a product, please contact us through our contact form.

  • How can I cancel my order?

    For cancelling an order you can send us a message through our contact form. We will provide you an instruction email on the possible further processing of the cancelation.

  • How can I pay?

    You can pay by iDEAL, creditcard or via PayPal.

  • To which countries do you ship?

    To all countries we deliver, we offer free delivery.

  • How do I check my order status?

    Once we have processed and shipped out your order, we will send you a track and trace code, so you can follow the parcel.

  • How do I return a product?

    For questions about returning products, please send us an email at within 14 days after receipt of your order. We will contact you with further information on how to return the products

  • When will I receive the approved refund?

    Once we have received the returned products, we will arrange the refund. Shipping costs are non-refundable.

  • What is the warranty policy?

    We provide you with a warranty policy of two years. For any questions about the warranty, please email us at Please add your receipt, your address and photos of the defect to your email. We will provide you an instruction email.

    Our return address:

    T.a.v. Retouren
    Kolenbranderstraat 28
    2984 AT Ridderkerk
    The Netherlands