Our highest priority is the satisfaction of our customers, for that reason we have a simple return policy, and we also provide a free photo proofing service for all our orders. (Sheepskin poufs orders do not include the photo proofing service.) This means that we are going to send you photo(s) of the actual and unique item(s) that we will ship you. Once you approve the item(s) of the photo(s) we will proceed with the shipment.
In addition, we carefully inspect every product that we ship.
Here you can check the specific policies for each product category:
Butterfly chairs, Tripolina chairs, poufs, and natural shaped cowhides
They normally are in stock, so we will send you photo(s) of your actual product(s) within 2 business days since we receive your order. Busy and holiday seasons will take longer (3 - 5 business days.)
(Sheepskin poufs orders are excluded of the photo proofing service.)
Return policy: If you are not 100% happy with your purchase, you may return it within 30 days after delivery. First of all, please contact us to coordinate and have the authorization for the return.
* Returns of these product categories are subject to a 10 % restocking fee.
All our cowhide rugs are custom made, and we will send you photo(s) of your actual rug(s) approx.. within 25 days of order placement, before we finish assembling and stitching process. After that, once you approve the rug(s), the production will be finished within the next 10 days after your approval. Immediately after the production is finished, we will ship your order to you.
Return policy: If you are not totally satisfied with your cowhide rug(s) because of quality problems or manufacturing mistakes, you may return it within 30 days after delivery. First of all, please contact us to coordinate and have the authorization for the return.
Please make sure to measure your space and chose the right size, design and colors when placing your order. In case of any question or advice needed please do not hesitate to contact us, we are more than happy to help you! We do not accept returns of cowhide rugs due to size, color or design miscalculation on your end. In the case you already made the order of your cowhide rug(s) but the order has not been shipped yet, and you want to make some minor changes to your order, please contact us as soon as possible, as our cowhide rugs are made to order, we can always make some adjustments before production finish.
* As because cowhide rugs are custom made and also photos are provided before shipment, returns on this case are subject to a 30 % restocking fee.
Policies for all product categories:
1) The item(s) must be returned in new condition (unused) to be eligible for a refund.
2) Every item returned must be authorized prior to sending, and refunds will be processed only once we receive the order in our warehouse in Tualatin, OR, United States in new condition and we confirm that everything is in good standing.
3) Orders authorized for return must be sent back within 10 days of receiving consent.
4) Please pack the item(s) as you have initially received the order, in a safe way. It is very recommendable that you use the original box. For butterfly chair orders, we require that the stickers of each structure piece be on its place and each chair piece is in the correspondent protective bag as we have shipped the order. Every part and item that has been delivered to you should be returned.
5) You may send your return with any carrier you like (UPS, DHL, USPS, FedEx, etc.) as long as tracking number is provided. Return shipping cost to our warehouse in Tualatin OR, US is on behalf of the customer. Also, please make sure to insure the return shipment. On the other hand, you can request us to provide you with a return shipping label. On this case contact us to ask for a quote of it. (We have really competitive shipping rates.)
6) We will process the refund within approx.. 7 business days since the item(s) arrive at our warehouse.
7) You have 30 days since delivery of the product(s) to return. After that, returns are not acceptable.
8) Orders returned that are not in new condition or that do not satisfy all the requirements described here at the return policy will be sent back to the sender and a refund will not be processed.
On the other hand, if your order is damaged, lost or arrives incorrectly, we will exchange and send you a replacement, with the same specifications as you originally ordered. When you receive your order, please inspect your item(s) carefully. Claims on this case should be done within 14 days of delivery.
For cowhide rugs you may exercise your right to cancel your order within 24 hours of placing it. If you decide to cancel it, you should contact us as soon as possible. Because our cowhide rugs are custom made we are unable to accept cancellation after this time. Orders cancelled after the 24 hour period but not yet shipped may be cancelled and refunded subject to a cancellation fee up to 50 % depending on the stage of the production of your order. Shipped orders cannot be cancelled.
For butterfly chairs, Tripolina chairs, poufs, and natural shaped cowhides you can cancel your order without any charge if it has not been shipped yet. If the order has been shipped we are unable to accept the cancellation.
All orders are shipped with DHL Worldwide Express for free. (Once your order is shipped, transit time to Continental US is approx.. 4 business days.)
Once we ship your order, we are going to inform you a tracking number.