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 fully reimbursed and we have to guard against fraud. So we both have to compromise a little.
To request an RA number online (only if you have an account with us):
- At PlumGoose.com, log in to your account. In your Order History, find the applicable order number and then get the details of the order.
- Select the product (or products) that you want to return or exchange and then click Return Items.
- After you double-check your contact information, let us know if you want to return the item or if you want it replaced. Please specify a reason. We want to know what went wrong!
- We’ll review your information and send you an RA number via email. We’ll include instructions for returning the product to us.
If you don’t have an account on our website or you weren’t logged in when you placed your order, please contact us by email at email@example.com or by phone at 1-888-604-5514. 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. Products on final sales are not eligible.
You cannot return custom or special orders, textiles (pillows, bedding, and some rugs), or custom furniture. 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.
You cannot return all furniture, light fixtures, custom orders or sale items. Some brands cannot be returned, including but not limited to:
- Aidan Gray
- Alden Parkes
- Ambella Home
- Ashcroft Imports
- Barbara Cosgrove
- Bassett Mirror
- Belle Meade Signature
- Bernhardt Furniture
- Bungalow 5
- Century Furniture
- CR Laine
- Curations Limited
- Cyan Design
- Designers Guild
- Elaine Smith
- Fine Rugs of Charleston
- Four Seasons
- Hooker Furniture
- Jonathan Charles
- My Chic Nest
- Port 68
- Precedent Furniture
- Regina Andrew
- Ryan Studio
- Vanguard Furniture
If you return a product to us, it must be in its original packaging and in an unused condition. We will refuse all soiled or obviously used items and return them to you at your expense. 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 shipping charges.
- 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, 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 before you sign for the delivery. 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 or the US Postal Service and it arrived damaged, contact us immediately. All claims must be filed within 48 hours. 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.