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.

 

US Returns 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.

U.S. Recommended Return Method

We offer easy returns via UPS for U.S. customers. 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.

 

Holiday Promotion 2021

For orders placed between November 21st, 2021 and December 31st, 2021 and returned by January 31, 2022, no shipping fee will be deducted from your refund. For all other orders, the fee deducted will be calculated based on our preferred UPS shipping rates.

 

START A RETURN AT OUR UPS PORTAL

 

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. 

 

Exchanges

If you would like to exchange your item, please start a return through our UPS return portal (recommended) and include a note indicating the item you would like to exchange it for. To exchange the item for another product of greater value, you will also need to provide your email address and phone number on the note so that we can contact you directly to request payment for the additional cost. Please note, all customers are responsible for all return shipping costs. If you choose to exchange, the return shipping costs are waived once we recieve your original product.

 

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 or fill out this form. 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.

 

 

International Recommended Return Method

If returning a package purchased before October 7th, 2021 from Canada, please visit your local UPS store to send back your return.

Online returns are simple. Be sure to have your order number and billing zip code (or, for gifted items, shipping zip code), email, or phone number handy. Pack your item(s) securely in the original packaging and box, and use the DHL label included with your order to ship your return. Refunds will be credited by our partner, Flow, in the original currency used for purchase. Any shipping and processing fees are nonrefundable.

Please note our International return policies:

  • We accept returns 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 DHL (recommended) or choose to ship your return (prepaid and insured at your expense) using the carrier of your choice. Items purchased during our End of Season Sale are not eligible for return or exchange.
  • Returns are credited to the original form of payment, and a fee will be deducted from your return if you choose to use the provided DHL return label. Return shipping fees differ by location and are approximately $20 USD in Canada and $40 USD in the EU and United Kingdom. Duty costs are not included in the provided DHL return label. You may be able to apply to your local customs authority for a tax refund on any returned products. Please reach out to your customs authority for more information.

 

 

 

 

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