Decjuba Questions & Answers
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Why won't decuba do bigger sizes?? They really are selling their clothes to such a small market with their current size options . Witchery offer an XL size and 16 in most of their items.
Why won’t decjuba do a bigger size than a 16? I used to love shopping in your stores but not having larger sizes is really off putting.
HI Rebecca,
Thanks for your message! We understand the need for more sizing, we have forward this onto the buying team.
Kindest, Jordan
I purchased a top and sweater in Australia online. Where is the shipment coming from?
I bought a pair of AirPods from you at Christmas and my daughter threw out the instructions. I now want to pair them with another device and was wondering where I can find a copy of the instructions as nothing seems to be working.
Hi Wende,
Thanks for getting in touch! If you could email our customer service team on: customerservice@decjuba.com.au they will be able to send these through to you!
Kindest DECJUBA x
How do I find my decjuba airpods
Hi Kleapatra, Thanks for getting in touch! If you mean to connect your earpods via bluetooth to your phone, please ensure bluetooth is switch on and so are the earpods. From here you should be able to find the earpods in your bluetooth "My Devices" section to connect to.
However, our earpods to not have a "find this device" option sadly if this is what you are referring to.
We hope this information helps and should we be able to answer anything further please do not hesitate to ask.
Kindest, DECJUBA
I’m just wondering how you go if you buy jeans online the Riley are currently on flash sale and I want to buy two pairs but never having purchased this brand before I’m uncertain as to sizing so if I was to buy the two pair online and they don’t fit can they be returned for a larger size please ?
Hi Michelle, Thanks so much for writing in. If an item is a full priced item on temporary promotion i.e. 20% off full priced merchandise - this is still classified as a full priced purchase. This means you are welcome to post this online purchase back to us for an exchange or refund should the product not be suitable.
When a product is a marked down sale item - typically found in the "sale" section on our website - we can only process a size or colour exchange for the same style.
We hope this helps and hope you found some amazing new goodies in the recent sale!
Kindest, DECJUBA x
Hi decjuba, I personally haven't had any customer service issues and i find the clothes extremely flattering. I always wash my clothes on a gentle setting and so far i haven't had any holes in my clothes (I've had my tops for over 2 years) but my main issue is the color fade in your jeans. As i said, i always wash them on a cold gentle cycle but after just 1 wash, the colour fades quite a bit. Do you have any tips on how i can save them from fading so much. Perhaps head office can pass this on to whoever is making them so they can use a better dye. Other than this issue, love the jeans, super comfy!
Hi Ellie, Thanks for writing in! Sorry to hear of this trouble and we will pass this feedback forward to our Quality Assurance Team so they are aware of this. However, some tips on keeping the colour last longer in your DECJUBA jeans: For the timing you can reply below tips to costumer. • Use cold water always • Wash jeans with dark color (if its black or dark color ) • Wash In A Gentle Cycle • Use Detergent Specifically Made For Dark Colors • Wash inside out
However, if you think your Rileys have faded a considerable amount for the time you've had them as you said this occurred with only one was - please email the customer service team at: customerservice@decjuba.com.au with your purchase details and photos of the jeans and we will be able to assess and assist further from here :)
Thanks again, DECJUBA
I want to buy a item with my credit note. Can the store do this and post it for me?
I’m not sure, your best bet would be to contact customer service but I’m sure you could :)
Hi Vicki, Thanks for getting in-touch! Our amazing customer service girls are able to organise a phone order for you on any full-priced merchandise and send this out to you via post - however, sadly our system does not allow for credit notes to be used as a payment method for this service as of yet!
Apologies for any inconvenience this may of caused, however if you would still like to go ahead please email the team at: customerservice@decjuba.com.au
Thanks again for getting in touch and we hope you had a lovely Easter.
Kind regards, DECJUBA x
Dear Decjuba - 90% of these reviews relate to awful customer service from your staff and terrible product quality. What is being done about this on a global scale? You seem to respond in a generically polite fashion to each review but it seems only to save face, as many customers are still complaining of the same things. I don't understand.
Hi Mel, Thanks for getting in touch and apologies in our delay! We take all feedback very seriously as a company. Regarding any in-store matters, we pass this forward to the relevant stores Area and Regional manager to address with their team's to ensure this does not persist. If the inquiry is related to Quality all feedback is passed forward to our Quality Assurance Team to work with our suppliers to ensure any faults are rectified/products pulled. If the issue is not a batch-related (a once-off) with a product we encourage our customers to contact our Customer Service team directly and the amazing customer service girls are always happy to help and resolve any issues.
Thanks again for writing in, we welcome any comment or questions our customers have and if there is anything specific we can assist with please write to us at: customerservice@decjuba.com.au
Kindest, DECJUBA
Why are you ignoring a clear quality issue? T-shirts with significant holes appearing after a few washes? Not very sustainable... No reply from your customer service. Instore staff laid the blame on ‘wear and tear’.. Meanwhile your staff members T-shirt had holes in it! Please address the issue! You’re loosing customers.
Hi Elizabeth, I would like an answer akso. I don't see how this could possibly be wear and tear after I wore and washed these only once. Very dissatisfied and I have had no response from Decjuba!
Agree Rosa. It’s certainly not wear and tear. I have a cupboard full of Decuba Tees with holes in them. Silly me for continuing to buy them as I did love the fit and style. It’s a flaw in the product and any tee with a holes in them like this should be refunded. I am not comfortable sending all these tees to landfill.
i'm thinking of buying some tees from their Sale stock to wear on a trip to Paris... some of them look so stylish and Parisian with the appliqué and words on front etc. but i'm curious about the quality issue you're experiencing and wondering if it's worth the risk?
I've brought over 20 TEES from Decjuba and I'm still wearing them. I've had no issues with any of them I'm still wearing the very first one I brought nearly two years ago.
Can you get refund on full price item purchase in store?
In store purchases - exchange or store credit for full price or promotional purchases within 2 weeks. No exchange or credit on markdowned purchases Online purchases - refunds can be given when stock is sent back to online. An exchange or credit can be issued in store. Anything paid with afterpay (only available online) needs to be sent back for a refund, exchange or store credit.
No exchange, refund or credit can be given markdown sale purchases
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