We hope you have fallen completely in love with your purchases from us and are cozying up right now enjoying them! Ordering online can be a bit tricky especially with investment pieces.
We do have limitations on returns so we encourage you to reach out to us with any questions to email@example.com prior to making your purchase so we can help ensure you have all the info you need! Please read more about what you can and can't return.
You may return small decor items (courier shipped or purchased in store) for a refund of the merchandise total within 15 days of delivery; all you need to do is ship the item back to us or return it to our Ottawa location. The product will be inspected and refunded in full, we will retain the shipping cost. Please review return shipping for more details.
Due to sanitary concerns, currently we do not accept returns or exchanges of the following items: Bedding (duvet covers, sheet sets, pillows cases, etc.), Towels (face, hand, bath, Turkish, etc.), Bath Products (soaps, lotions, oils, bath salts, etc.), and Clearance/Sale items.
All returns of mid size items ( including tables lamps, poufs, ottomans, rugs, side tables) are subject to a 15% restocking fee and the original cost of shipping. A refund or store credit will be issued for the remaining amount. Return credits are issued within 24 hours once the item is received and inspected. Please allow 5-7 business days for the refund to post back to your account.
We do not accept return of any large items including sofas, arm chairs, coffee tables, console tables, art, bookshelves, sideboards, media units, dining tables, counter stools. Nor do we accept hardwired lighting including pendants and sconces due to the nature of product and its components.
Please email us at firstname.lastname@example.org prior to for approval. If you chose to return an item, the return shipping is your responsibility and our actual initial shipping costs will be deducted from your total refund amount. We do not offer return shipping labels. Please note our actual shipping costs are often higher than what we charge customers and can be up to $500. Items must be in original packaging and in their original state to be eligible for a refund.
As of January 1st 2020, all hardwired lighting fixtures are final sale. All made to order art and made to order custom furniture is final sale and cannot be cancelled after 24hrs of purchase. Other than in the event of a severe product defect, freight shipped items including sofas, beds, dining tables, bookcases and any furniture over 50 lbs are final sale. We do not accept returns due to size. Please measure accordingly before ordering.
Floor models, clearance section items, or any item receiving over a 25% discount are final sale.
Defects are subject to inspection and approval and need to be reported within the first 48hrs of receiving the item. Defect claims occurring over time are only available within the first 6 months of receiving the item after-which we can no longer guarantee replacement or credit for the item. Please note natural materials including wood and marble have variations and their imperfections are not considered defects. As foreign wood adapts to our climate, it can shift size and cause cracking. This again is not necessarily a defect of the product, but a beautiful reminder of its organic nature.
Please remember there is a lovely person on the other side of your emails who is eager to help you out, kind communication is encouraged! :)