We do not offer refunds except in rare, very specific situations. Please do not shop this site if you want to try things out and return.
We reserve the right to replace or repair (at our discretion) any defective or non-conforming merchandise in a reasonable period of time for the particular issue and type of merchandise. Please contact us immediately for courteous service.
A defect is something missing that should be there or something that is there that shouldn't. An example of defective merchandise is a series of skipped stitches in an embroidered fabric. Please note that many of our items are hand made, hand finished, or finished in a way to appear vintage. These finishes will certainly have variations of all kinds. This type of variation is not a defect, and merchandise is considered conforming to the product sold. Another type of defect is if a product doesn't function properly. An example of this is a light with a broken switch.
A non-conforming item is one that is substantially different from the description or image of that item. Again, we reserve the right to replace the item when possible. It is important to recognize that computer images vary, especially in color. An item must be markedly different from the image to be considered non-conforming. Refunds are available only after repair or replacement options have been exhausted. If the item is different from the photo, in order to be eligible for replacement or refund, the difference must not be within the range of the expected. For instance, a lamp with a ceramic glaze that is darker than or more spotty, or less glossy than the photo would not be considered non-conforming, because ceramic glazes usually present with widely differing appearances. If the shade of the same lamp were two shades darker than the photo, the lamp would be non-conforming, and it would be replaced. If the replacement were not suitable, we would refund.
Damaged in shipment items are not refunded, but they may be replaced so long as a shipping claim succeeds. In order to secure replacement, you must refuse damaged packages when delivery is attempted. If an item is damaged in shipment, and you do not refuse the delivery or supply documentation that is sufficient to satisfy the shipper, your order will not be replaced. It is expected that you will act both in your interest and ours in carefully inspecting your shipment and photographing any damage as you go while the driver is present. If you see slight damage but think a satisfactory solution may be possible, call us immediately. An example of this is a chandelier with a missing or broken glass drop that hooks onto the chandelier. (We could send a new glass drop) An example of something that should be refused is art with broken glass. Do not release the delivery driver unless you are sure you want to accpt the shipment.
Refunds are available ONLY when we are not able to repair or replace the merchandise in a reasonable period of time for the particular issue and circumstance and in keeping with the norms of that product type or when backordered merchandise is not available within 6 weeks. If you would like to continue to wait for a backordered item, please let us know so we will keep the item on order.
Examples:
Non-c0nforming, eligible for refund: A candleholder that is 15" tall while the description says it is 18" tall. We would immediately refund such an order.
Non-conforming, replaceable: A wrong item shipped would be non-conforming. We would issue a call tag for the incorrect item and quickly send the correct item to you.
Different, but reasonably conforming: An example of an order that doesn't qualify for a refund is a lamp with ceramic glaze that looks moderately different in color or consistency from the item photo. Ceramic glazes are known for producing widely varied results in the firing process. The acceptable range of variation then, is wider than it would be for a painted lamp. In such cases, it may be possible to replace with an item that looks more like the photo. Please contact us, and we will see what we can do.
Not as pictured, not eligible for a refund: Velvet fabric. Velvet is made with cut fibers. The color, sheen, and tone look different from every angle. We offer swatch samples of our fabrics so that you can make confident decisions.
Defective, replaceable: A pillow with an inoperable zipper
Defective, replaceable: One of 6 globes on a chandelier that has a noticeably different glass texture than the other 5 globes. We would replace the globe.
Defective, replace the entire piece: A cup on a chandelier is crooked so that the light bulb appears to lean. When a piece is fastened to the whole, we would replace the entire piece.
Defective, eligible for a refund: A fabric with a pattern repeat that can't be matched at the seams. A replacement would not be different, so we would refund so long as the fabric has not been cut. This scenery is rare. Some patterns have a drop match making it appear that the seam won't match. Extra fabric is required for each cut in order to match. Please contact us with any fabric issues to see if we can help.