If you need to return a product or want a refund, we’ll make it as hassle free as possible. Please read the information below to help you understand our policies and start the process. Our Customer Care Team is available to help you with any questions by phone or chat.
You may return eligible products, for whatever reason, up to 30 days from the date of delivery. Eligible products must be in new condition, not used, and in the original packaging to qualify for a refund.
Products that are not eligible to be returned include:
- Clearance items
- All custom order products
- Products that have been assembled or modified in any way
- Products sold as “Non-Returnable” as clearly indicated on that item product page
Please contact our Customer Care Team at 866.662.1282 Option 2. if you need to return an item. They’ll issue you a Return Merchandise Authorization (RMA) slip for you to print and include with your returned packages.
A stocked product is defined as a product that is inventoried in one of our warehouse facilities and currently in stock, ready to be shipped. These products are eligible to be returned, and can be cancelled or changed free of charge if the shipping process has not yet started.
If the shipping process has started, we will try our best to either halt the process if it is still in the warehouse, or if it has shipped, instruct the shipper to return the merchandise to our facilities. These situations require additional handling and service fees that will be charged to your account if you agree to proceed with this option.
Custom Order Products
A Custom Order product is defined as a product that is manufactured at a factory specifically based on your sales order, or is not stocked in our warehouses. Custom Order product where the manufacturer has not begun production, can be modified or cancelled at no charge. If production has started, then it cannot be cancelled or modified under any circumstance, except as described below.
We can try to contact the manufacturer directly and ask if they would accept a cancellation or modification for a fee, however this is at the sole discretion of the manufacturer and we cannot guarantee they will accept this. If they do accept this, then we will advise you of this additional fee and charge it to your account if you agree to proceed with this option.
You can expect your refund within 4 weeks from the date you return your product. In most cases, you will receive a refund sooner, but we estimate 4 weeks due to the time required for return shipping (up to 14 days), product inspection at our returns facility (up to 5 business days), and processing from your bank or credit card company (up to 5 business days).
Credits can only be issued back to the original payment source, or in the form of store credit. Once your return is processed we will send you an email confirming your refund.
The amount of your refund will equal the merchandise selling price you paid, less the return shipping cost, and if applicable, a restocking fee. All shipping and handling charges paid to deliver the product to you at the time of purchase will not be refunded. This includes White Glove Delivery, Room of Choice, and any other delivery amounts included on your order.
If your return is as a result of a Gold Flecks error or a defective product, we will refund the full cost of the merchandise and the original shipping charges.
Changed your mind or something unexpected happened? We’re more than happy to help you order another product if your original order hasn’t already shipped or started production.
Exchanges for delivered furniture items are not accepted.