Return, Exchange & Refund Policy
Because of the bespoke nature of our service, our return policy differs from the one you'd find at a large e-commerce retailer. Please carefully review:
RETURNS
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can't offer you a refund or exchange.
We accept returns if notified within 7 days of delivery. Item(s) should be sent back to us within 14 days of delivery. Requests after this point will be denied.
Certain situations where no refunds are granted: (if applicable)
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Damaged, Worn, or Used items.
- Damaged mudcloth or vintage pillow covers if used outside of decorative purposes.
- Any item that we have not been notified of its return more than 7 days after delivery
- Any item that is returned more than 14 days after delivery
- Larger orders (10 or more pillows) are eligible for store credit only. *
*Larger orders are time and resource-intensive and have historically slowed down overall ship times for all customers. We gladly accept larger orders; however, we will only provide store credit for full or partial returns on 10 or more pillows orders.
Types of goods are exempt from being returned:
* Gift cards
* Goods on Sold on Offer
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition is used or missing parts for reasons not due to our error.
Refunds (if applicable)
Once your return is received and inspected, we will email you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain amount of days.
Late or missing refunds (if applicable)
If you haven't received a refund yet, recheck your bank account.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, don't hesitate to get in touch with us at hello@shopphionah.com.
Sale items (if applicable)
Only regular priced items may be refunded; unfortunately, sale items are non-refundable.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@shopphionah.com and send your item to our Workshop in Boston, MA, United States.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.
Shipping
To return your product, you should mail your product to our WorkShop in Boston, MA, United States.
You will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
Contact Us:
If you have a question about your order, please reach out to us here or at hello@shopphionah.com. The shop is normally extremely busy. Please allow up to 24 hours for a response.