Returns & Refunds

At Chilewich, we want you to be completely satisfied with your purchase. If for whatever reason, you change your mind, you may return your Chilewich products for a full refund.

THE CHILEWICH ONLINE STORE RETURNS:
Returns will be accepted within 45 days from when the item is shipped.

All Chilewich products are inspected before they leave our warehouse. In the event that your shipment is damaged during transit, we must be informed as soon as you receive the merchandise. If you can, please take a picture of the defective or damaged merchandise and email it to customerservice@chilewich.com, then follow the instructions below. If you cannot take a picture, please call customer service at (888)-851-7130 8.30am – 5:00pm EST Monday through Friday.

If you decide that the product you receive is not what you had expected, we will refund your money if the item is returned to us in its original, unused condition. If we believe it is not in this state when we receive the merchandise, we can choose to not refund your money.
NOTE: We do not accept returns of any custom-size floor placemats or flooring products.

Return by mail:
Your order arrived with a packing slip consisting of three parts - Customer Copy, Return Form and Return Address Sticker.
1. Detach the Customer Copy and keep it for your records.
2. Detach the Return Address Sticker. This sticker is provided for your convenience and is NOT a pre-paid shipping label. You will be able to use the address sticker on the return box.
3. On the Return Form, circle the item(s) and quantity that you wish to return.
4. On the reverse side of the Return Form, please indicate the reason for return.
5. Enclose the Return Form with your return package.
6. Pack your items securely and attach the Return Address Sticker on the box.
NOTE: Woven floor mats must be re-rolled fabric-side out.
7. Ship the package using the carrier of your choice. Customer is responsible for return shipping costs. We cannot accept COD deliveries.
NOTE: Please make sure that your return package is addressed ONLY to this address:

CHILEWICH SULTAN LLC
1512 HIGHWAY 225 SOUTH
CHATSWORTH, GA 30705
ATTN: CHILEWICH.COM RETURNS

Returns sent to an address other than the above will not be refunded.

8. We strongly recommend you insure and track your package as we will not refund your money if we do not receive the package.
NOTE: Shipping fees are non-refundable.
9. The refund will appear on the card that you used to purchase the items within 1 – 2 weeks

If you have received an item as a gift and would like to return it, you may be able to return the item in exchange for Chilewich.com website or NYC store credit of equal value. Please contact our Customer Service at customerservice@chilewich.com find out how.

If the items you have received were damaged in transit, you must call Customer Service immediately at
1-888-851-7130, 8:30am – 5:00pm, Monday thru Friday, or email us at:
customerservice@chilewich.com


THE CHILEWICH RETAIL STORE RETURNS:
Returns are accepted within 30 days of purchase to the original method of payment with original receipt. Returned products must be in unused condition, with original store tags and labels attached. Returns past 30 days of purchase are eligible for store credit or exchange only.

At this time, we will not accept returns for cash refunds in excess of $350 at The Chilewich Retail Store.

Purchases made at the Chilewich Online Store are accepted at the retail store for full refund to the original method of payment, or exchange, within 30 days of purchase.