Returns & Exchange Policy
What types of items can be returned? What cannot be returned?
Returnable items: Stock items (these include ready-made, and select Quickship items.) Please see below for more information on the stock items returns policy.
We do our best to note whether an item is returnable or not on our site. Whenever in doubt, contact us to confirm!
Non-returnable items: custom products (exchange exceptions apply, refer to the custom products returns section below), or products where there is a color match issue (see below).
Color matching: We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. Additionally, a slight variation in color or finish between items on the same order is expected when ordering high-end decorative home products.
Do not refuse delivery of an order. Please follow the below-outlined procedure for returns. If delivery is refused, we will not be able to issue a refund or reship your items without additional charges.
What types of items can be exchanged? What to do if items are delivered with damage?
Damaged products and stock items from certain vendors can be exchanged. We note if an item can be exchanged wherever applicable.
Inspect your products immediately when received. All claims for damaged, defective, or incorrect products/quantities must be made within 48 hours of receipt. This is a strict rule that we must adhere to.
For a successful claim and exchange of damaged items, here are guidelines that you must follow:
- Note the damage on the delivery paperwork
- Take photos and provide visual documentation of the damage
- Forward all necessary documentation and proof to us via email
Any damaged products will be replaced, at no charge, as soon as possible. Damaged products do not qualify for refunds and can only be replaced.
Stock items returns policy
Stock items are all items that are not custom made. Stock items must be returned within 14 business days from delivery date to qualify for a credit. There is a 20% - 30% restocking charge depending on the manufacturer on all stock items.
Please be aware that orders shipped to you with free shipping will have the actual shipping costs deducted from your return refund amount.
Products returned to us require a return authorization number (see below) and must be returned in resalable condition. If the item was received in a retail package, please return your items in that same packaging with all the parts, and in resalable condition.
Once your items have been inspected and they pass our inspection, we will issue your credit. If your drapery hardware item has been custom cut or modified from its original state, then that item is not returnable.
What is the return or exchange process for eligible items?
Please do not send your purchase back to the manufacturer without following proper return protocol as outlined below.
Items returned to the manufacturer without a Return Authorization (“RA”) will not be credited because your order was placed on our website and the manufacturer will not be able to identify it. Manufacturers will simply place the item back into inventory and we will be completely unaware that you ever returned it.
Please obtain a Return Authorization by contacting us. Please include your order number and other pertinent information for most efficient issuance of the RA. RAs must be approved by us prior to returning products.
Products returned without an RA number to be referenced by us and the manufacturer will be refused and returned to the sender or discarded. Please make sure this procedure is followed. We must enforce this policy to properly control returned items.
If you are returning a product due to an error on your end, you will be responsible for the return shipping cost, re-shipping cost and the price difference of the updated item.
Please contact us if you have any questions/concerns.
Custom Products (including custom rods)
Once a custom made product is ordered and the order is processed, it cannot be canceled. Once your order has started the fabrication (aka production) process, it cannot be halted.
Changes may be made to custom orders depending on the type of change. Materials that are already cut, but not yet fabricated into a treatment can be made smaller, but not larger. Simply, changes that can be implemented are based on the fabrication stage of the product.
If the product is already fabricated but has yet to ship, it could still be cut-down in size, but a cut-down charge would apply. Cut-down charges range from 30% to 40% of item price.
If a custom-made product arrives damaged, produced in a size different from what you had ordered, or is not the item type ordered due to our error, we will replace the item with the correct item as originally ordered at no cost to the customer.
The return and/or exchange process is handled differently for each custom order and by each vendor. If an issue arises, please contact us so that we can discuss this process with you in detail depending on your order details.
If the product was ordered by the customer incorrectly, we will replace the original product with the correct product at a discount for the replacement item. The discount will be determined at our discretion. Unfortunately, the charges for the original product cannot be credited for customer mistakes, so please take extra care and make sure your order is placed correctly the first time.