If it is wrong
Taking it back
Returns run through the retail partner who sold it. What we can do is fix the design that caused it.
Who takes it back
The retail partner who sold it. Their returns window, their label, their money back. We do not take returns at our address and could not process one if it turned up there.
Starting one
Open the order in the account you bought with and pick the item out. The partner walks you through the reason, the label and the drop-off, and doing it there keeps the whole thing on one record instead of two.
Worth doing before it goes back
- Check the measurement on the product page against the space you meant it for.
- Keep the inner packing. A wreath frame and a light strand both travel badly loose.
- Photograph anything that arrived damaged before it goes back in the box.
- Look at whether a different size of the same design solves it, since several come in two.
If the fault is ours
A seam that opened, a clip that snapped, a bracket that arrived bent: tell us as well as the partner. The return still runs through them, but a photograph and a line about what gave way is how a design gets changed on the next run. The mailbag page has the address.
What we cannot do
We cannot see your order, change it, cancel it, or put money back on your card. All four of those sit with the partner, and saying otherwise would only waste your afternoon.
Walk the shelves
Seven rows hold the whole of what we make. Step across to any of them, or answer three questions and let the picker thin them out for you.