RETURNS / EXCHANGES
RETURNS/EXCHANGES/CANCELLATIONS
We offer refunds or replacements (your choice) on all merchandise received damaged. We do not accept returns/exchanges for change of mind, dislike of color or failure to read the item descriptions.
That being said, our designer Diana is always available via our contact page to answer any questions (no question is too big or small, no question is dumb!) Since we make everything ourselves we can go into great detail about our products! We also provide low cost fabric swatches to help you finalize your color choices before purchasing a headboard.
WHAT TO DO IF YOU RECEIVE A DAMAGED ITEM:
- If you do receive a package with a damaged item please take a photo of both the damaged item and the damaged packaging it came in. This is necessary to make the insurance claim with the postal service. *Please see further info below regarding Rustic Textiles and what does NOT constitute damage.
- Damage caused by the receiver while opening the package (ie cutting into the item with scissors or a knife) is not covered by shipping insurance, and is the responsibility of the receiver.
- Please contact us with any issues at candleboutiquemia@gmail.com within 1-3 days of receiving the package. We will then review this claim.
- Once approved the return/exchange should be mailed out within 1-3 business days from approval. We will provide (at our cost) a return shipping label via email, which you will need to print out and attach to your return package. If you do not have access to a printer you will need to ship the item and we will reimburse you for shipping (please provide receipt)
- In some cases of extreme damage (ie item crushed by sorting machine) it will not be necessary to return the item, we will confirm this via email after seeing photos of the damage. In this situation an insurance claim will be placed with our shipping service, and you will still be eligible for a refund or replacement (your choice)
- Once we have received the package we will send you a refund within 1-3 business days, or if you have opted for an exchange the new item will be sent out according to it's individual noted processing time (noted in each listing)
CANCELLATIONS:
Since most of our items are custom made to order we have a limited cancellation window.
- Full cancellation available within 24hours of purchase
- 20% cutting fee if cancellation is made after 24hrs but less than 1 week from purchase date
- Cancellations are not available after one week post purchase
OUR BELIEFS:
We believe in creating a system with less waste in this world, and part of that is making informed, thoughtful purchases, rather than quickly buying something and planning to return it due to change of mind/lack of reading. This is a wasteful system with a large environmental impact and we do not support it. Reducing the environmental impact of overproduction is also one of the reasons almost all our items are made to order. Made to order results in a reduction in waste.
TIPS FOR ONLINE SHOPPING:
- Please note colors can vary online due to differences in monitor settings, and something may also look different in the lighting in your home, vs. the lighting in one of our photos (ie incandescent lighting vs natural lighting). We try to include many photos to help with this and photograph all our items in natural light, not studio lighting.
- We have swatches available for many of our items, and we're happy to look at photos of your home and give advice on what colors will work! We're always honest in this advice, and will never push to sell you an item. We want you to love it!
- Please rest assured that we take textiles very seriously, and the materials photographed on our site are the EXACT materials you will receive. Our designer Angie has a bachelors degree in Clothing & Textiles, including Textile Science, and can spot a difference in textiles a mile away, it's something that's very important to us.
- Perfection does not come only from flawlessness! If this isn't your cup of tea that's fine, and we suggest you then stick to the more classically manufactured we offer.
- If you send a package back to us without contacting us at all we will be forced to refuse the package and have it returned to sender.