Customer Help
Support that Goes Above and Beyond
Common purchase queries answered
Orders and Shipping
Same-Day Delivery within Colombo and Suburbs (Special Request):
For customers located within Colombo and its suburbs, we offer the convenience of same-day delivery. Place your order before our designated cutoff time (usually early afternoon), and our express delivery service will ensure that your package arrives at your doorstep on the same day. Experience the swiftness and efficiency of our local delivery network. Same day delivery is arranged only under special request. To request same day delivery please contact us via email – decantlanka@gmail.com or contact us via Whatsapp – +94 779 927 927
Delivery (3-10 Working Days)
We estimate that your order will be delivered within 3-10 working days. We use a 3rd Party logistics team to ensure that your package is carefully processed and dispatched as soon as possible. While we make every effort to deliver within this timeframe, please note that unforeseen circumstances such as weather conditions or logistical constraints may cause slight delays. Rest assured, we will keep you informed regarding the progress of your order.
Should you have any further questions or require assistance with your order, our customer support team is readily available to provide you with the necessary information and support.
At Decant we value your satisfaction and aim to make your shopping experience as smooth as possible, right up to the moment you receive your order.
You can create an account by visiting My Account page. After visiting my account page find the registration form and fill the fields Username, Email Address, and Password. Once you submitted the registration form you will receive a confirmation email and you will be able to login using your username and password.
If you need to change your shipping address, please follow the steps below. Please note that changing the shipping address is subject to certain conditions and availability:
- Contact our support representative: Reach out to our customer support team as soon as possible to request a shipping address change. You can contact us through various channels, such as:
– Call our support hotline at +94 77 992 7927
– Email us at decantlanka@gmail.com
- Provide order details: When you connect with our support representative, provide them with the necessary information, including your order number, name, and any other relevant details. This will help us locate your order quickly and efficiently.
- Request a shipping address change: Inform our support representative about your desire to change the shipping address. Please keep in mind that we can only make changes if your order has not been dispatched. As we strive to send out packages promptly, we cannot guarantee a change in the shipping address. However, our support team will do their best to assist you.
- Follow support representative instructions: Our support representative will guide you through the process and provide you with further instructions on how to proceed. They may ask for the new shipping address details or request additional information to verify your identity and order details.
- Confirmation of address change: If you’re shipping address change request is successful, our support representative will confirm the updated shipping address for your order.
In cases where your order has already been dispatched, it may not be possible to change the shipping address. However, our customer support team will explore any available options to assist you.
Retrieve your tracking code: You should have received a tracking code for your order. It may have been sent to you via email or provided by our customer support team upon request. Locate this tracking code as you will need it for the next steps.
- Visit the tracking website: Open a web browser on your device and go to the website: https://koombiyodelivery.lk/track.
- Enter your tracking details: On the tracking page, you will find a field to enter your tracking number and phone number. Enter the tracking number provided for your order in the designated field. Then, enter the phone number associated with your order in the respective field.
- Initiate the tracking process: Once you have entered the required information, click on the “Track” or “Submit” button to initiate the tracking process.
We prioritize the security and privacy of our customers’ information. Therefore, we do not store any credit card information in our system. When you make a payment on our website, we utilize secure and trusted payment gateways to process your transaction. These payment gateways handle the sensitive credit card data securely and in compliance with industry standards. Your credit card information is encrypted and transmitted directly to the payment processor without being stored or accessed by our system.
By not storing your credit card information, we aim to ensure the highest level of security for your sensitive data. This approach reduces the risk of unauthorized access and protects your financial information.
If you have any additional questions or concerns regarding the security of your personal information, please feel free to contact our customer support team. We are here to assist you and address any inquiries you may have.
Currently, we offer shipping services to Sri Lanka. If you are located in Sri Lanka, you can place an order with us and have it shipped to your address within the country.
However, if you are located outside of Sri Lanka, we currently do not offer shipping to your country. We apologize for any inconvenience this may cause. We are continually working to expand our shipping capabilities and reach new countries in the future. Please stay tuned for updates on our website or subscribe to our newsletter to receive the latest information on our shipping destinations.
Yes, when you place an order with us, we take care to ensure that your items are packaged safely and securely. In most cases, your items will be consolidated and shipped together in one package. This not only helps to streamline the shipping process but also minimizes the risk of loss or damage during transit.
To provide extra protection for your items, we utilize appropriate packaging materials such as bubble wrap, packing peanuts, or air cushions. These materials are designed to cushion and safeguard your items against potential impacts and handling during shipping.
If you need to swap an item
Returns and Exchanges
We understand that sometimes returns are necessary, and we strive to make the process as straightforward as possible. Here is an overview of our general returns policy:
Eligibility for Returns:
- Damaged or Defective Items: If you receive an item that is damaged, we will gladly accept a return and provide a replacement, refund, or exchange. If you think a product is defective we only accept after it has been received to us or you can bring to our store at 247/A, R A De Mel Mawatha, Colombo 03 and its defect has been confirmed.
- Incorrect Item: If you receive an item different from what you ordered, we will arrange for its return and provide a replacement or refund.
- Change of Mind: We do not accept returns of refunds for change of mind. We do not accept returns or refunds if you though you were getting a full bottle but instead got a decant as our marketing clearly states we are providing decants.
Timeframe for Returns:
- Damaged or Defective Items: Please contact our customer support team within 3 days of receiving the item to report the issue and initiate the return process.
- Incorrect Item: Please contact our customer support team within 3 days of receiving the item to report the discrepancy and request a return.
Return Process:
Contact Customer Support: Reach out to our customer support team through the provided contact channels, such as phone or email. Provide details about the issue and your order information.
Return Authorization: Our customer support representative will guide you through the return authorization process. You may be required to provide additional information or evidence, such as photographs of the damaged item.
Packaging and Shipping: Follow the instructions provided by our customer support representative for packaging the item securely. They will guide you on the preferred shipping method and address for the return shipment.
Return Confirmation: Once we receive the returned item, we will inspect it to ensure it meets the return eligibility criteria. Upon confirmation, we will proceed with the appropriate resolution, such as issuing a refund, replacement, or exchange.
Please note that specific details, such as the timeframe for returns and any additional conditions, may vary depending on the type of product and individual circumstances. It is recommended to review our detailed returns policy on our website or contact our customer support team for specific instructions related to your order.
We are committed to ensuring your satisfaction with our products and services, and we will do our best to address any issues or concerns you may have with your purchase.
We apologize for the inconvenience caused by receiving the wrong item. We understand the importance of getting your order correctly, and we will work to resolve this issue promptly.
- Contact Customer Support: Reach out to our customer support team immediately to report the discrepancy and inform them that you received the wrong item. You can contact us through the provided channels, such as phone or email. Provide your order details, including the order number and the item you expected to receive.
- Return Authorization: Our customer support representative will guide you through the return authorization process. They may ask for additional information or evidence, such as photographs of the received item to verify the error.
- Return Procedure: Follow the instructions provided by our customer support representative regarding the return procedure. They will provide you with details on how to package the incorrect item securely for return shipping.
- Resolution Options: Once we receive the returned item, we will inspect it to confirm the error. We will then proceed with the appropriate resolution, which may include one of the following:
- Replacement: We will send you the correct item as a replacement for the wrong one you received.
- Refund: If the correct item is unavailable or if you prefer a refund, we will process a refund for the incorrect item.
- Exchange: If the correct item is available, we can arrange an exchange, where we will send you the correct item after receiving the wrong one.
Our customer support team will guide you through the process, provide any necessary updates, and assist you in resolving the issue promptly.
We sincerely apologize for the inconvenience caused by receiving a damaged order. We understand how frustrating this can be, and we are here to assist you in resolving the issue. Please follow these steps to address the situation:
Document the Damage: Take photographs or videos of the damaged packaging and the specific damage to the item(s). This documentation will be helpful in assessing the situation and expediting the resolution process.
Contact Customer Support: Reach out to our customer support team immediately to report the damage. You can contact us through the provided channels, such as phone or email. Provide your order details, including the order number, and describe the damage you observed.
Return Authorization: Our customer support representative will guide you through the return authorization process. They may request the documentation of the damage for further assessment. Please provide any requested information promptly.
Return Procedure: Follow the instructions provided by our customer support representative regarding the return procedure. They will provide you with details on how to package the damaged item securely for return shipping.
Resolution Options: Once we receive the returned damaged item, we will assess its condition. Based on our assessment, we will provide an appropriate resolution, which may include one of the following:
Replacement: We will send you a replacement for the damaged item at no additional cost.
Refund: If a replacement is not available or preferred, we will process a refund for the damaged item.
Our customer support team will guide you through the process, provide any necessary updates, and assist you in resolving the issue promptly.
We apologize for any inconvenience caused by the damaged order. Your satisfaction is important to us, and we will do our best to make it right. Thank you for your understanding and cooperation throughout this process.
We offer customer support to assist you with any inquiries, concerns, or issues you may have. Here’s how you can reach our customer support team:
Contact Channels:
- Phone: You can call our customer support hotline at +94 77 992 7927 Our support representatives will be available to assist you during our designated business hours.
- Email: You can send an email to our customer support team at decantlanka@gmail.com We strive to respond to emails promptly.
Provide Details:
When contacting customer support, please provide relevant details such as your order number, name, and a clear description of your inquiry or issue. The more information you can provide, the better our support team can assist you.
Support Availability:
Our customer support team operates during specified business hours. Please check our website or contact us to determine our support hours. We aim to provide timely responses and assistance to ensure a smooth customer experience.
Additional Resources:
Before reaching out to customer support, you may also find it helpful to check our website’s FAQ section or knowledge base. These resources often contain answers to commonly asked questions and can provide immediate assistance for general inquiries.
Our customer support team is dedicated to providing you with the assistance you need. We strive to address your concerns, resolve any issues, and ensure your satisfaction with our products and services. Please don’t hesitate to reach out to us whenever you require support.