REFUNDS, RETURNS and EXCHANGES*
Most of our products are made to order, specifically for you. All sales are final. Custom items, fabric yardage, wallpaper, artwork and one-of-a-kind designs are not eligible for returns. We highly recommend purchasing samples before ordering larger goods, fabrics and wallpapers. We also recommend ordering the entire amount of product you will need for your project in one order. Please keep reading for more information.
Did your order arrive damaged OR was not delivered OR was lost OR was stolen from your doorstep? We are not liable for any mishandling or failed delivery by the shipping service and we are not liable for any damage incurred post-delivery. We work carefully to document and package each order with care so that it arrives undamaged. Please be kind when reaching out and remember that we do not run the post office or UPS, and we have no control over the treatment of your package in transit! It’s just as much of a bummer for us to see damaged product as it is for you to receive them.
That being said, this is how we typically handle situations that fall outside of ideal conditions:
DEFECTS*
All purchases should be inspected for defects immediately upon delivery. If you believe your product to be defective, and it has not been used or installed, please contact us by email, within 5 business days of delivery so we can review your issue. We require written notification as well as clear photo documentation of defects (including original and shipping packaging) within 5 days of delivery. After 5 days, we will no longer replace an item. It is possible that you will be asked to return the defective item. We will ship your replacement product only after receiving your return + communication via email.
*Shipping and handling fees are, unfortunately, not refundable.
DAMAGED*
If you believe your product to have been damaged in shipping, and it has not been used or installed, please contact us by email, within 5 business days of delivery so we can review your issue. If your product is damaged in transit, we handle this on a case by case basis with individuals who are able to provide details and clear documentation of the damage. We work carefully to document and package each order so that it arrives undamaged. Please be kind when reaching out and remember that we do not run the shipping carriers, and we have no control over the treatment of your package in transit! All shipments are insured, and all shipping damage will need to undergo an insurance claim against the carrier. YOU MUST PHOTOGRAPH AND MAINTAIN ALL SHIPPING MATERIALS. Unfortunately, loss of shipping materials voids damage claims with the carriers. You may be asked to file a claim with the shipping service. If the order is a complete loss and we offer a replacement, we ask that you return the product to our studio, either in the original packaging or in sturdy packaging purchased at your local post office. You are responsible for shipping costs for replacement products.
We are unable to replace for free any products damaged after delivery, so please place your products in a place away from possible water, heat or other damage.
*Shipping and handling fees are, unfortunately, not refundable.
STOLEN*
Not Delivered / Lost / Stolen: If your package is marked “Delivered” and yet is nowhere to be found on your doorstep, please first check your confirmation email to ensure that you input the correct shipping address. We are unable to replace any order for free if the shipping address is incorrect. This does happen occasionally, and it is not uncommon to have the package returned here to the studio. If that is the case, we are more than happy to forward it to your correct address, though we ask that you pay for the postage. If the address is correct and you believe your package to have been lost, stolen, or if you missed the delivery, you must contact the shipping service personally. Unfortunately, there isn’t anything we can do on our end, so we are unable to address any failed delivery or theft issues directly. If a package is unable to be delivered, and is returned to our studio, we are happy to reship, but ask that you pay the for the additional postage. We are unable to reprint any order for free that has been not delivered, lost, or stolen.
*Shipping and handling fees are, unfortunately, not refundable.
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If you have any further questions, please don’t hesitate to contact us.
You are important to us, and we want you to fully enjoy your purchase. If you are not completely satisfied with your purchase, please contact us so that we can find a solution.