Returns & Refunds

If you are not completely satisfied with your purchase, we’ll take it back for a full refund. Please note that custom orders and items purchased on sale are not eligible for return or exchange.

 

Please note:

  • Returns are accepted within 30 days of the item’s ship date. 
  • Items must be returned in unused condition, with all original labels and/or tags attached. If items are returned without all original labels and/or tags, you will be charged a 10% restocking fee. Items not returned in as-new, unused condition may be refused.
  • If returning a woven floor mat, please re-roll it with the woven (fabric) side facing out.
  • If returning placemats, please lay them flat.
  • You may opt for easy returns via UPS (recommended) or choose to ship your return (prepaid and insured at your expense) using the carrier of your choice. 
  • Any taxes charged will be refunded in accordance with applicable laws.

Recommended Return Method

We offer easy returns via UPS. Simply visit our UPS returns portal and follow the step-by-step instructions to create and print your return label. The UPS shipping fee will be deducted from your refund, which will be issued to your original method of payment within one to two weeks of receipt of your item at our warehouse. Please allow one to two weeks for your refund to be processed to your original form of payment.

 

Alternative Return Methods

If you choose to use another carrier, you are responsible for any fees associated with shipping and insuring your return; we cannot accept COD deliveries. Please pack your return securely, making sure to include the original packing slip, and address your package as follows:

CHILEWICH SULTAN LLC

1512 HIGHWAY 225 SOUTH

CHATSWORTH, GA 30705

ATTN: CHILEWICH.COM RETURNS

Returns sent to an address other than the one listed above will not be refunded. Please allow one to two weeks for your refund to be processed to your original form of payment. 

 

START A RETURN AT OUR UPS PORTAL

Defects or Damage

All products are inspected before they leave our warehouse. If you believe that you have received a defective product or that your shipment has been damaged in transit, please inform us immediately by contacting our Customer Service team at customerservice@chilewich.com or (888) 851-7130. If possible, please send a photo of the defect and/or damage.

 

The Chilewich Store in NYC

When accompanied by an original receipt dated within the past 30 days, items purchased from the Chilewich Store in New York City or chilewich.com may be returned to the Chilewich Store for exchange and/or a refund to the original method of payment. The Chilewich Store is unable to issue cash refunds in excess of $350. Items accompanied by an original receipt dated more than 30 days ago may be returned to the Chilewich Store for exchange or store credit only.

 

Gifts

If you have received a Chilewich item as a gift and would like to return it, please contact our Customer Service team at customerservice@chilewich.com.

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