Returns & Exchanges
We want you to absolutely love everything you purchase from us! However, we recognize that sometimes an item may not work perfectly in your space. If you're not completely satisfied, please reach out within 30 days of delivery. We'll promptly provide a Return Authorization number along with detailed return instructions (usually within 72 hours). Important: Please save all original packaging materials - they're typically required for safe return shipping.
Return Eligibility
Nearly all products in our collection qualify for returns, with these understandable exclusions:
Items that have been assembled or altered
Specially manufactured or custom-ordered pieces
Bedding products that have been opened
Products showing signs of use
Merchandise missing original packaging materials
How to Initiate a Return
Start your return by clicking "Request Return" below, or access this option from your account dashboard next to the relevant order. You can also call us at (404) XXX-XXXX with your order number or send an email request to thehouseofkatherineleigh@gmail.com including your order details. Our returns team operates Monday through Friday, 9 AM-5 PM EST. Weekend requests receive responses the next business day.
Refund Options
Choose the option that works best for you:
Option 1: Receive your refund to the original payment method (subject to a 10% restocking charge)
Option 2: Accept store credit instead and we'll eliminate the restocking fee entirely
Return Shipping Process
Your return shipping method depends on how your order was originally delivered:
Standard Ground Deliveries (UPS/FedEx): We'll email you a prepaid return label at no charge. Please note that initial shipping costs will be subtracted from your refund.
Large Item or Freight Deliveries (LTL/Truck): We'll help coordinate pickup through a freight carrier. Return shipping expenses are your responsibility and will be deducted from your refund, along with original delivery charges.
Special Circumstances
Incorrect or defective items: Contact us immediately if you received the wrong product or notice a manufacturing flaw. We'll ask for photos of both the item and its label to process your return properly. Claims for wrong or missing items must be reported within 72 hours of delivery to be eligible.
Color variations are normal: Monitor settings, dye lot differences, and room lighting can affect how colors appear compared to online images. These natural variations are expected and don't qualify as defects. We recommend requesting color swatches or additional photos if you're uncertain about a product.
IMPORTANT: All returns must include original packaging materials.
REQUEST RETURN
Damaged Item Claims
Should your order arrive with damage, please photograph both the packaging and product damage, then notify us within 48 hours of delivery. For freight deliveries specifically: You must document all damage on the delivery paperwork with the driver present - this documentation is essential for claim approval. Inspect your shipment thoroughly before signing, as post-delivery damage discoveries require keeping all packaging for carrier inspection.
If packaging or product damage is obvious upon arrival, decline the delivery, make notes on the carrier's documentation, and contact us right away.
When filing your damage claim, please specify whether you'd prefer a replacement item or full refund. We'll work diligently to resolve your issue quickly. Note: Rush replacements typically aren't available for freight-shipped items.
Partial Credit Option: If you'd like to keep a damaged item, we may offer a mutually acceptable partial credit for repairs or to offset the damage. Mention this preference when submitting your claim.
SUBMIT A CLAIM
Refund Processing
Returns typically undergo inspection within 1-2 weeks of arriving at our warehouse, so please allow time for this verification process. We must confirm both product authenticity and condition before processing any refund. You'll receive email notification once your refund is approved and processed. Refunds return to your original payment card and generally appear in your account within 1-4 business days.
Note: All taxes, shipping fees, white glove delivery charges, and other upgraded shipping services are non-refundable.
