Refund Policy
General
Initiating a Return: To initiate a return, please email us here. All return requests must be made in writing. If your order is eligible for return we will provide you with a Return Authorization and return instructions. Please be aware that if you do not follow our Return Authorization procedure and return items to the return address on the box without our knowledge or instruction, we will have no way of tracking and logging the item back into our system. We will not be held responsible for any customer who returns items without first contacting us and following our procedures.
Returns of decorative accessories
This section covers returns of decorative accessories, small case goods and small furniture items and gifts that ship via FedEx, UPS or USPS. A request to make a return must be made within 7 days of receiving the item. These items can be returned for a refund less the cost of original shipping and must be shipped back in brand new, unused condition and in all original packaging. We are happy to accept returns on items received without damage or defect. For returns that fall under the category of “buyer’s remorse”, the customer is responsible for return shipping. Buyer's remorse is: "I ordered the wrong color", "It wasn't right for my home", "It was too big", "I don't like it", "I changed my mind" etc. Please note that "Free Shipping" items returned will be refunded less our cost of original shipping.
Please note that the following items are not eligible for return:
-Final Stock / Closeout items
-Custom Made to Order or Personalized items
-Artwork
-Furniture
Return authorizations are valid for 14 days once issued and returns must be received back within that time frame. Please provide your return tracking number to customer service so that we can track your package and issue your refund as quickly as possible. Once the item is received, inspected, and logged, we will issue you a refund to your original form of payment. Items must be packed in the original box with all original packaging, must be in original condition, and returned to Alexandra Jane Interiors prepaid and insured. Shipping is nonrefundable and no COD returns will be accepted. Damaged returns will not be honored. If an item is returned to us damaged, the customer is responsible for collecting the insurance reimbursement from the shipping carrier they chose and our responsibility for the transaction is thus terminated. We can hold damaged items for no more than 14 days and then they will be disposed of or donated. We will not be responsible for items being returned that are somehow lost in transit. Please note that lighting fixtures cannot be returned once installed or assembled or once the wiring has been compromised unless it arrives damaged/defective.
When do I get my refund?
Please note that items must be returned and inspected by either our team or our vendors once received. Please note that there is processing time involved to log these returns. A refund back to your credit card can take up to three weeks. Please know this if you are planning a return.
Damaged merchandise
All merchandise is inspected and sent damage-free to your home. If an item arrives damaged, it is the customer's responsibility to notify the carrier and Alexandra Jane Interiors immediately and within 48 hours of receipt. YOU CAN REFUSE DELIVERY WITH THE DELIVERY COMPANY IF THE ITEM ARRIVES DAMAGED. WE RECOMMEND DOING THIS AS IT OFTEN TAKES TIME TRYING TO GET THE SHIPPING COMPANY BACK TO PICK UP DAMAGED MERCHANDISE IF YOU DO NOT. Alexandra Jane Interiors cannot send replacement merchandise or issue any sort of store credit/refund until the claim is made with the shipper and the item is picked up by the carrier for inspection. Be sure to keep your purchase in the original packaging so that it can be repackaged and picked up by the shipper for inspection and insurance evaluation. Once Alexandra Jane Interiors receives notification from the shipper that an evaluation has been performed, we will immediately replace the merchandise (provided a replacement is available) or issue a full refund. If you allow too many days to pass, UPS or FedEx won't allow for a damage claim and that will be the customer's responsibility. If for any reason a customer does not allow the carrier to pick up the damaged merchandise, this will prevent a claim from being processed and this customer is not eligible for replacement merchandise or store credit. This also applies to customers who do not respond to carrier phone calls in a timely manner to allow damaged merchandise to be picked up. If the carrier makes three attempts to inspect the merchandise and the customer does not comply, we cannot issue a refund or be held responsible. If merchandise is damaged within a customer's home after the item was delivered, the shipper and Alexandra Jane Interiors cannot be held responsible. Please do not "refuse the shipment" of an item that you believe to be damaged without taking some photos - snap some photos with your phone camera and send them immediately to us via email and notify us if you have refused shipment, and be sure to note on the carrier's paperwork that you have refused delivery because of damage. Be sure the delivery agent sees the damage and keeps a copy of the signed receipt.
Product listings
We strive to provide the most accurate product information and photography for our customers. However, colors and finishes often range from piece to piece due to the handmade nature of an item, variation in dye lots, etc. Our customer service team is here to help and happy to provide samples upon request when they are available. Oftentimes we are even able to get in-person photographs of a product for customer approval prior to shipment. Please note that any return requests made for any reason other than an item being damaged or defective, which is determined by the manufacturer, fall under the category of "buyer's remorse" and the customer will be responsible for any shipping costs that apply to their item. Additionally, any item listed as final sale or custom made to order will not be eligible for return unless damaged or defective as determined by the manufacturer. Please see above for our full return policy.
