We want you to love everything you buy from us! But if you don’t…
We stand behind our products and believe in the quality and craftsmanship of each piece. We are confident that you will be just as thrilled with your new treasures as you were the day you clicked “purchase”. If what you ordered didn’t work out the way that you had hoped though, you have options. We will gladly offer you an exchange, assisting you in selecting a piece more to your liking, or refund of the merchandise price. No hassles, no costly restock fees, no intimidating “final sale so if it’s not perfect you’re stuck with it” disclaimer.
You Can Exchange It
You may exchange any item within 30 days of receipt of your order. The item must be returned in its original condition, undamaged, and returned in the original packaging. Please note that shipping charges are non-refundable unless the item arrived damaged or was not what you ordered. Damaged items will be replaced at no additional charge, and a mailing slip will be issued for the return of the defective item. Please contact us immediately at email@example.com prior to sending the item back, so that we may issue you a return authorization tag and expedite your replacement order. If you would like to exchange an item that had free shipping for another item that also has free shipping, a standard shipping charge will be added to the item being returned, and the new item will ship for free.
Or You Can Return It
We want to make this easy for you – and if you don’t love what you ordered, you may also return almost any item within 30 days of receipt of your order. Contact us at firstname.lastname@example.org prior to sending the item back. The item must be sent back to us in its original condition, undamaged, and returned in the original packaging. Shipping charges are non-refundable unless the item arrived damaged or was not what you ordered, and may incur return shipping fees. Refunds are issued in the original payment form and price, less original shipping and handling charges, gift-wrap fees, and return shipping fees. If you need to return an item that had free shipping, the refund you receive will be for the item price minus our standard shipping cost. The only exception to this policy is if an item received is defective, in which case it will be replaced with no additional shipping fees.
If the item(s) you have ordered arrived damaged in any way, you must contact us IMMEDIATELY to determine if the shipping company or artisan was at fault. Photos of the damaged product, the packing box, and any packing materials will help us with the process, and we can then decide if a replacement should be ordered. A damage claim MUST be made within 5 days of delivery, and include all the information noted below in the “Damage Claim” section. Failure to contact us within 5 days, not submitting the requested photo documentation, and disposing of/not documenting the original packing materials will result in the damage claim being denied.
Damage claims MUST be made within 5 days of receiving the item(s) or the claim will be denied.
If you have a camera or smartphone handy, take digital pictures right away. These photos MUST be submitted with your claim and include: Images of the damaged goods, packaging materials, and outer shipping box. Claims submitted without these will be denied.
All original packaging materials MUST be kept during the damage claim process. The item(s) may be picked up by the shipping service to be reviewed for the claim. If the damaged goods are separated from the original packaging, the claim will be denied.
Additionally, if the original packaging has been discarded, the claim will not be processed.
Photos of the damage should be email to email@example.com Please contact us by email or phone at: (858) 8807271 with any questions.
Replacing Damaged Merchandise
Replacement of damaged goods will occur after the claim process has been received, with all items noted above included. The claim process usually takes 5 to 7 business days to complete, unless additional research is needed. We will then determine if the damage was the fault of the artisan, or if another shipping service must be selected to ensure the safest delivery method. Once we order your replacement merchandise, please allow 5 to 7 business days for the artisan or shipping company to prepare the replacement for shipment. Depending on the ship to location, delivery time could be 5 to 14 business days.
What if I received a gift I just don’t want?
As long as we can verify it was bought from our website or store, we can handle this on the down low, no need to let the gift giver know. Simply contact us and we will gladly issue a store credit for the full amount.