Returns + Exchanges
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
- Or You Can Return It
- But There Are A Few Exclusions
- Damaged Merchandise
- Damages Caused By Freight Delivery
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 firstname.lastname@example.org prior to sending the item back, so that we may issue you a return authorization tag and expedite your replacement order. Return authorizations may also be requested via the website by logging into your account, locating the order, and requesting a return. 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.
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 email@example.com 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. For items shipped via freight delivery: Because furniture, rugs and other large items are bulky, heavy, and may have limited availability, you will be responsible for freight delivery both ways plus a 25% restocking fee.
Certain products on our web site are considered custom "made to order" items, and are not eligible for return or exchange unless they arrived damaged. Exclusions include but are not limited to made to order upholstery items and any monogrammed items. This designation of "Custom/Made to Order" will be noted on the product page. These type products and these alone are considered final sale. Our design consultants are available at (949) 715-5604 M-F from 10am-5pm PST to answer pre-purchase questions, send you swatches and assist with your purchase.
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.
Most of our furniture is shipped via freight delivery, as well as many large and/or fragile items such as lighting and rugs. It is essential that you be present during the delivery to inspect the pieces, and ensure everything arrived in perfect condition. If the item(s) arrived damaged in any way, you must contact us IMMEDIATELY to determine if the freight shipper or artisan was at fault. You are responsible to note any freight damage on the Bill of Lading at the time of delivery. Failure to do so may result in a damage claim being denied. Photos of the damage 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 emailed to: firstname.lastname@example.org. Please contact us by email or phone at: (877) 888-2584 with any questions.
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.
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.
Products that have received a Return Authorization can be returned with the original receipt included to: