Frequently asked questions about Orac Decor® and the installation of mouldings
Order & Delivery
How can I make a purchase?
Buying on oracdecor.com is easy. Simply follow the steps below:
- Place all the desired products in your shopping basket.
- If you would like to complete your order, sign in or create a new account.
- Once you are logged in, go to your shopping basket and click 'Proceed to Checkout'.
- You might get a pop-up to remind you about our recommended glues. Select your room type and we will calculate the necessary amount of glue needed to install the mouldings in your shopping basket. Our DecoFix glues are very important for a perfect installation.
- Verify your shipping address and click 'Next'.
- Select a payment method and click 'Place your order'.
I have not received an order confirmation, what should I do?
If the amount has been debited from your account, it may be that the e-mail ended up in your spam box. Always check this first! If you are unable to locate it please send an e-mail with a print screen of your payment to [email protected].
Can I order Orac Decor® samples on this website?
Samples can be ordered on product pages. Navigate to the chosen product’s page and click on "order a sample” to add to your cart. Samples cost £2 each. Delivery time can take up to 5 days.
What are the payment options?
You can choose from the following payment methods: Mastercard, Visa, Paypal
When will my order be delivered?
We do our best to dispatch your order as quickly as possible. Your order will be processed by our warehouse team and dispatched within 2 working days.
Which prices are shown on this website?
The prices shown on our website are the recommended retail prices in £ including 20% VAT and shipping costs excluded (and if applicable, handling costs excluded) unless mentioned otherwise. The prices are valid on the moment of publication, where after they are subject to changes.
I am a business customer, can I also order online?
Of course. If you are VAT registered business, please add your VAT number to your address details (My Account>Address Book). Please contact our Customer Service team if you would like to open a trade account and distribute our products. You can find our contact details on the Professional page.
Where can my order be delivered?
We can ship your order to any UK address excluding Guernsey and Jersey. Do not forget to enter your phone number for transport purposes.
Can I return my order partially or in full?
Not entirely satisfied with your online purchase? No problem! You have the right to return it within 14 calendar days. Please contact [email protected] to receive the returns address. Alternatively, we can organise collection on your behalf at additional cost.
What are the return conditions?
- You need to notify us within 14 calendar days of receipt of your order that you wish to return it. Please email [email protected].
- We advise you to keep the items in original condition and / or packaging. Goods must be returned in factory condition. Only undamaged goods can be refunded.
- You can arrange return with a transport company of your choice (please email us on [email protected] for the UK returns address). Alternatively, we can organise collection on your behalf at additional cost.
- The returned goods should be carefully packed to minimize risk of damage in transit, preferably use the original Orac Decor® box.
How does it work?
- You need to notify us within 14 calendar days of receipt of your order that you wish to return it. Please email [email protected]. After the notification you have 14 calendar days to return the goods to us.
- Good must be returned unused, undamaged and in the original packaging. We can arrange the collection for you at additional transport cost.
- Please contact [email protected] to receive UK returns address.
- As soon as we received your return our quality department will check the goods. If they are undamaged we will organize a refund directly via your selected payment method within 14 days.
Warranty & Complaints
What if my order arrives damaged?
We’re sorry to hear you received damaged goods. We pack our products very carefully to minimize the risk of damage in transit. If however your products have been delivered damaged, please inform us within 14 days so we can send a replacement or process a refund. Please inform your customer engagement team by mail [email protected] including pictures of the damaged products.
What can I do if I have a complaint?
We work very hard to provide you with the best possible products and service. If however you are not satisfied with any product or service, delivery or anything else you can make a complaint with Customer Engagement team by sending an e-mail to [email protected] or calling +44 1403 240 102. Complaints can only be accepted within 14 days from the date of delivery.
When can I contact you?
Our office hours are: MON - FRI; 08:00 - 17:00. You can reach us by mail at [email protected] or by phone +44 1403 240 102
In what material are Orac Decor® products made?
Orac Decor® products are made from high-quality polymers combining the strong, workable, quality characteristics of synthetic materials with the look of wood or plaster. Please click here for more information.
Can I use Orac Decor® products outside?
All Xterio and Purotouch® products can be used outside. Always use DecoFix Power as installation glue and DecoFix Extra for the joints. Please ensure all Purotouch® products are finished with an exterior paint. Xterio products will not require painting. Please make sure that any products being fitted externally are installed when the temperature is 5 degrees centigrade and rising.
What is the life time of the adhesive?
12 months after production, the expiring date is on the packaging.
What classification do our Orac Decor standard products have?
Fire standard E. This means the product can burn, will continue burning and will not automatically stop burning.
What is the maximum heat resistance of our products?
Can Orac Decor® products be treated with fire retardant paint?
Do Orac Decor® products have positive acoustic effects?
Orac Decor® 3D Wall Covering (W108-W109-W110) absorbs up to 25% of a conversation. They are also acoustically complementary with most other usual building materials. In other words, the ORAC profiles are a great way to optimize the sound balance in your room and to eliminate echoes. Acoustic reports are available on request, you can find the acoustic certificate here.
Do Orac Decor® products have positive thermal insulating effects?
The use of materials with high insulating properties ensures that our 3D Wall Covering profiles (W108-W109-W110) have a similar insulating effect as a standard insulating board of the same thickness. The installation of our profiles therefore not only provides an aesthetic upgrade to your space, but will also help stabilize the temperatures within.
Can everyone install Orac Decor® products?
Orac Decor® products are very simple to install. It is important to follow the installation instructions step by step, and to use the right glue. Click here to download the installation guide or to watch installation videos.
Are Orac Decor® products easy to paint over?
Yes, since all products have a matt primed surface. They have to be finished with a final coat of paint.
What is the best way to finish joints?
Orac Decor® offers a seam glue for perfect joints: DecoFix Extra. Once you have glued two moulding elements with Decofix Extra, it is important to push them against each other Any surplus glue should be removed immediately with a spatula. remove any glue residue after 20 minutes using a spatula and the joint should be lightly sanded. Then the joint can be finished with a filler. Click here to see the instruction video.
How do you remove glue residue?
– Decofix Pro (for interior porous surfaces): all surplus glue should be removed immediately with water.
– Decofix Power (for all exterior and interior surfaces): remove the surplus glue immediately with soapy water or a cloth.
– DecoFix Extra (for perfect joints): remove any glue residue after 20 minutes with a spatula and acetone, paint thinner or a cleaning cloth.
How should the curtain rails be installed?
Can you also place Orac Decor® products on painted surfaces?
Yes, you can. However, it is very important that the paint has a clean, dry and non-greasy surface. It goes without saying that the paint adhesion must be good. It is important to always sand off any remaining dirt and loose paint.
Can Orac Decor® products be applied on wallpaper?
It is best to remove the wallpaper before you install the Orac Decor® products. If necessary, you can cut and remove the relevant sections. If this is not possible, use DecoFix Power as the glue to affix Orac Decor® products.
How can I install a flexible moulding?
Click here to view the installation sheet and the radius for each Orac Decor® FLEX product.
Some more tips and ticks on Orac Decor® installation?
Check out here our installation tips and tricks.
Does Orac Decor® sell the lighting systems?
No, Orac Decor® only sells the LED coving and adhesives but you can get all your lighting elements from your lighting supplier.
Do I need aluminium support to hold the LED?
You will only need aluminium support if you are using the coving as downlighting. We also suggest using aluminium support for the Duropolymer® profiles (CX references) as this will prevent the light shining through the material. The Purotouch® profiles do not require this as the light will not shine through this material.
Should I buy 12-volt or 24-volt LED tape?
12-volt is the cheapest option, but 24 volt will usually give a more consistent light output along the entire length of LED tape.
Apart from the LED tape do I need anything else?
Yes, you will also need a “driver”. One 24-volt driver will power up to 10 metres of LED tape. We also recommend using aluminium channel to keep the LED tape flat when installed. The channel increases LED life and also ensures light can’t shine through the coving profile.
How do I avoid seeing “dots of light”?
We advise you to use an opal diffuser clipped into the aluminium channel.
How do I connect the driver to my power supply?
We recommend using a qualified electrician, who will be aware of electrical legislation and can wire your LED tape directly to a light switch. Alternatively, you can simply add a plug to the driver and power the LED tape from a socket (although this will inevitably look less attractive).
Where do I hide the LED driver?
Most modern drivers are surprisingly slim and can be installed inside the light trough. When installing Compact Design Lighting or our 50 x 50mm lighting profiles the driver should be installed remotely.
What is the maximum permissible temperature for Orac Decor® profiles in combination with lighting?
Orac Decor® profiles can withstand temperatures of up to 70°C.
Can I install the indirect lighting profiles upside down?
Yes. If you want to use the LED bars as down lighter, you have to install an aluminum support to integrate the LED bar afterwards.