Shipping & Returns Policy

While most orders are delivered within 1-2 weeks, we are still notifying our clients that in some cases shipping times may take more than 14 days due to possible logistical difficulties, force majeure, weather conditions, and etc. We sincerely apologize for the inconvenience if your order arrives later than expected! If you are ordering an item for an event, please be sure to place your order at least three weeks prior to the expected delivery date.

Shipping

When possible, we generally try to ship orders the same week when they are received. Shipping generally takes 24-48 hours to process, and about 10 business days or less to deliver. Items are shipped sooner when available.

We can ship to virtually any address in the 48 states. We apologize we are unable to ship to Hawaii/Alaska and Internationally at this time. However, you may use any mailforwarding service to have your order delivered anywhere in the world.

*PLEASE NOTE: Some furniture items such as the Farmhouse Mantel are CUSTOM ORDERED and shipped from overseas. These products must be paid in full prior to the order being replaced and are NON refundable unless item is damaged or cannot be delivered. These orders can take as long as 6-10 weeks or MORE. We have no control over shipping time since we are a 3rd-party vendor. Please take note of this situation prior to ordering these products.

Valid Shipping Address

Please use a valid street address as your shipping address. Shipping to PO boxes is currently not possible.

Special Orders

All items marked as "Special Order Only" such as Farmhouse Furniture are to be paid in full upon order. Please allow a minimum of 6-8 weeks or more. Some items are shipped from overseas and we have no control of the ship time. Shipping will be determined by weight and zip code, and will be billed separately.

International Shipping

International shipping is available via mail forwarding companies.

At checkout, use the shipping address they provide you with.

Shortage & Damage Claims

All shortage and damage claims must be reported within 48 hours of receipt of merchandise.

Performance Warranty Waver

All items sold in our store are designed for decorative use only. We do not offer performance warranties on any of the home furnishings including furniture, decorations and textiles sold in our store. While we take great care to ensure that our products meet high standards of quality and durability, it is not possible for us to guarantee their performance or, in other words, that they are going to function how you want them to function. It is impossible for us to know how are you using our products, therefore we can't cover the unknown.

Normal Wear & Tear

We understand that you may have concerns about the longevity of your furnishings, and we are always happy to provide advice on how to care for and maintain your items to ensure their longevity. However, please note that any damage or wear and tear resulting from normal use is not covered by any warranty or guarantee.

Unintended Use

If you use any of our products for purposes other than their intended use, we cannot be held responsible for any damages that may occur as a result.

Each of our products is designed and tested to meet specific standards for its intended use. If you use a product in a way that is not consistent with its intended use, it can result in damage to the product or even injury to the user. Therefore, we cannot be held responsible for any damages or injuries resulting from such use.

Returns Policy

Returns may be submitted within 30 days of delivery using our return request form here. All items must be in their original, undamaged condition and in their original packaging.

How to Initiate Your Return

To initiate your return, please use the Return Form available here.
Select the reason for your return, provide additional information and complete the online form.
Once the form is submitted, we will commence the processing of your return authorization. Additional information may be requested if necessary.
Upon authorization, we will provide you with an RMA number and instructions on how to ship the items you are returning.
Upon receiving your return package, we will examine its contents. If approved, you will then receive a refund or replacement.

Return Shipping & Restocking Fees

All shipping expenses will be the customer's responsibility.

All returns are subject to a 20% restocking fee.

Refund Timing

We'll begin processing your refund once we receive the returned items. Kindly allow up to 2 weeks (equivalent to 10 business days) for us to complete the necessary procedures and issue your refund.

All shipping expenses will be customer's responsibility.

MERCHANDISE EXCHANGE:

Item(s) can be exchanged for alternate item(s) of equal or greater price if you are unhappy with your purchases.

DAMAGED ITEM REFUND:

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Also, many times I have to process a refund from the wholesale vendor, which can take 7-10 business days.

Natural Product Characteristics & Return Eligibility

Our store specializes in selling farmhouse, country-style and rustic home furnishings, including decorative items and furniture. Natural materials and handcrafted techniques are used to manufacture these products. This means you may find inherent characteristics such as variations in wood grain, knots, cracks, visible repairs, color variations, imperfections on surfaces, and other rustic features. These are all natural product characteristics and must be distinguished from structural damage.

For example, rattan furniture may have variations in color and staining (from light brown to black), and its frames may be constructed using connected wooden pieces with fasteners. Additionally, the cane wickering, which is often used to bind the joints of rattan furniture by hand, may have unsecured ends. These unsecured ends are created during the weaving process where the cane strand completes its final loop around the joint. Unlike the rest of the weaving, this final end may not be tucked underneath the previous loops. While these ends may appear loose, they can often be tucked back into place for a tighter look. If preferred, you may also carefully trim any excess with scissors.

These characteristics are not considered defects and enhance the unique, rustic charm of each piece.

Other Terms

Order Cancellations

By placing an order on our website you commit to pay for the ordered goods and accept them upon their delivery. Each order placed on the website incurs labor costs associated with order processing, credit card processing fees that we pay to the companies processing payments and other monetary and non-monetary expenses. In the event when the order is canceled, we do not get any reimbursements for these expenses. While order cancellations are not an acceptable practice we may approve certain cancelation requests made no later than 24 hours after you place your order.

Zero Tolerance for Customer-Committed Fraud

Due to the significant increase in fraudulent activities, including "friendly" fraud, committed by customers in the United States since 2020, many businesses have suffered severe financial losses. We are not immune to this trend and have experienced instances of fraudulent chargebacks and product damage claims that have negatively impacted our operations. In response, we have implemented a zero-tolerance policy towards fraudulent activities.

We take fraudulent activity very seriously at our business and are committed to preventing and investigating any instances of "friendly" fraud. In the event that we suspect fraudulent activity, we will work closely with local law enforcement to thoroughly investigate the matter. Any customers found to be engaging in fraudulent activity, including but not limited to chargebacks, will be reported to their payment method provider Visa, Mastercard, AmEx, PayPal and etc., included in a widely accessible list of customers suspected to engage in fraudulent and will face legal consequences.

Here are a few examples that may trigger our proactive actions to defend our business with the help of law enforcement:

Customer claims the product is defective or not as described, but fails to contact us to resolve the issue before initiating a chargeback.
Customer initiates a chargeback before they received a resolution about their damaged merchandise claim directly from us.
Customer claims they did not receive the product, but the delivery tracking shows that the package was successfully delivered to the correct address.
Customer claims their credit card was used fraudulently to make the purchase, but we have evidence that the customer's card was used with their consent.
Customer claims they did not authorize the transaction, but we have proof that the customer made the purchase themselves.
Customer claims they were billed multiple times for the same purchase, but we have evidence that only one transaction was processed.

These are just a few examples of chargebacks without a valid reason. The criteria of validity are not always used appropriately by financial institutions issuing payment cards. Therefore, in each case, we would investigate the issue thoroughly to determine whether the chargeback is legitimate or not. If we find that the chargeback is fraudulent or without a valid reason, we would take appropriate action to protect our business and prevent similar incidents from occurring in the future.

By making a purchase on our website, you agree to our zero-tolerance policy on fraud and our commitment to ensuring the safety and security of our customers and our business.

Protecting Our Business

We take pride in providing excellent service and building trust with our customers. To maintain this environment, we take any attempts to harm our business monetarily or reputationally very seriously.

This includes, but is not limited to:

Illegal Chargebacks: We have clear policies outlining valid reasons for chargebacks. Initiating a chargeback that violates these policies is not only against our terms but may also be considered illegal.
Social Media and Third-Party Website Misconduct: Spreading misinformation or negativity about our business on social media or other online platforms damages our reputation.

We will pursue all legal avenues available to address such actions, including those that constitute illegal harassment and seek reimbursement for both reputational and monetary damages.

Let's Work Together: If you have a genuine concern or question about our services, we encourage you to contact us directly. We're always happy to work towards a fair and amicable resolution.

Communication Policy

By using our website and making a purchase you accept our communications policy. The main requirement of our communication policy is simple and straightforward - treat other people with respect. Our customer support team are human beings just like yourself. Please treat them the same way you would like to be treated. They go out of their way to process, pack, ship your orders and send you updates and troubleshoot discrepancies and issues. Be kind and respectful in your emails and phone calls.

That you put a checkmark next to "I have read and agree to the shipping and returns policies," means exactly that. Please avoid threats and psychological pressure on our Customer Care team to receive the level of service different from what you agreed to or obtain other benefits you don't have the eligibility for.

Jurisdiction and Venue

By using this website and agreeing to these Terms and Conditions, you agree that any disputes, claims, or legal actions arising out of or related to your use of this website or any services provided by us shall be exclusively resolved in the courts located in Austin, Texas. This includes any claims that may be subject to small claims court. You further consent to the personal jurisdiction and venue of such courts in Austin, Texas, and waive any objections to such jurisdiction and venue.