Returns and Exchanges
We want you to love every product you purchase; however, we understand that sometimes what you bought turns out to be the wrong shade or the wrong size. These factors are often difficult to determine even in a brick-and-mortar store. So we allow returns on some items.
- Canceling an Order
If you need to cancel an order you must contact us with your order number and we will issue you a credit within 7-10 business days. However if your product has already shipped from the manufacturer we can no longer cancel the order.
- Return Authorization
To exchange or return a product you purchased within the past 30 days, you first need to request a Return Authorization (RA) number. We realize this is a pain in the neck, but you want to be reimbursed and we have to guard against fraud. So we both have to compromise a little.
ALL return request MUST be made within 5 business days of receipt of products. Once you know something is not going to work for you simply email us at firstname.lastname@example.org with you order number and the item that you would like to return. We will work reply with the Return Authorization number (RA#) as well as return instructions.
You can also call up at phone at 1-888-604-5514 to request a return authorization number. Have your order number handy and please let us know the reason for the return or exchange.
- Products Eligible and Not Eligible for Return
Not all products are eligible to be returned or exchanged. When you place your order, please note if the product is eligible. Any products listed on our website as sale or clearance items are not eligible for return or exchange.
Please note that you cannot return custom or special orders, textiles (pillows, bedding, and some rugs), or custom furniture. Furniture items are considered final sale. You can cancel a custom or special order one or two business days after you placed the order. We will then refund the entire amount. Otherwise, we’ll ship the products and bill you accordingly. If you have any questions at all if a product is returnable or not you can reach us at 888-604-5514 or by email at email@example.com.
You cannot return all furniture,certain light fixtures, custom orders or sale items. Some brands cannot be returned, including but not limited to:
- Aidan Gray
- Alden Parkes
- Ambella Home
- Barbara Cosgrove
- Belle Meade Signature
- Bungalow 5
- Century Furniture
- CR Laine
- Curations Limited
- Cyan Design
- Elaine Smith
- Fine Rugs of Charleston
- Four Seasons
- Hooker Furniture
- Precedent Furniture
- Ryan Studio
- Vanguard Furniture
ALL returns must be in its original packaging and in new, unused condition. Any item that is received soiled or obviously used will be returned to you at your expense and no refund will be given. It seems harsh, but you’d do the same, wouldn’t you?
We must also charge a 25 PERCENT restocking fee on all eligible returns that aren’t defective. We will issue your refund in the same way that you originally purchased the item, minus any shipping, handling and restocking fees. We do not reimburse any shipping charges, including the original shipping fees that it cost to get a product to you.
- If You Receive Damaged Items
Again, we do our best to ensure that every order is packed correctly and handled with care. Once your order leaves our warehouse or the manufacturers warehouse, though, it’s no longer in our control. Sometimes, even the best carriers can inadvertently damage a shipment. So if you receive a product from us that was damaged en route or if it arrived defective, here’s what to do:
If your order was large enough to warrant a freight carrier (if you bought furniture, for example), take the time to carefully inspect every item for damage at time of delivery. If you do notice any damage, you can either refuse the delivery or note the damage on the bill of lading. Then contact us immediately. Together, we’ll figure out how to set things straight.
If your order was delivered by UPS, Fedex. DHL, or the US Postal Service and it arrived damaged, contact us immediately. All claims must be filed within 5 days. All shipments are insured against damage, so you are not liable. We’ll get a replacement sent to you as quickly as possible, at no extra cost.
- Returning or Exchanging with Free Shipping
If you want to return a product with free shipping, we will issue a refund for the product price minus the standard shipping cost. See our Standard Shipping costs. If you want to exchange a product you bought that had Free Shipping for a different product that has Free Shipping, we have to add a Standard Shipping charge. Sorry, but not charging for shipping on returns and exchanges could put us out of business.