Returns & Refunds

If you are not completely satisfied with your purchase, you may return your item(s) for a full refund. Please note that neither custom orders nor sale items are eligible for return or exchange.


Returned items must be unused, with all original labels and/or tags attached. We reserve the right to refuse returns of items that are not in as-new condition. Any taxes charged will be refunded in accordance with applicable laws. Any delivery fees are non-refundable, except in the case of manufacturing defects or transit damage.


THE CHILEWICH ONLINE STORE
Returns are accepted within 45 days from the item’s ship date. Customers are responsible for return shipping costs.
If you are returning a woven floor mat, please make sure to re-roll it with the woven (fabric) side facing out.

Recommended Return Method
To create and print a UPS return label, please visit our UPS Returns site. and follow the step-by-step instructions. This site allows you to take advantage of our preferred UPS shipping rates, which are substantially less than those available to walk-up customers. 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.


Alternative Carriers
To return via another method, first locate the packing slip that accompanied your order. It consists 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.
3. On the Return Form, circle the item(s) and quantity that you wish to return. On the reverse side of the Return Form, indicate the reason(s) for return. Enclose the Return Form with your return package.
6. Pack your items securely and affix the Return Address Sticker to the box. Please make sure that your return package is addressed ONLY to the below address. Returns sent to an address other than this will not be refunded.

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

7. Ship the package using the carrier of your choice. We strongly recommend that you insure and track your package, as we are unable to issue a refund if we do not receive the package. We cannot accept COD deliveries.
8. You can expect to receive your refund to the original method of payment within one to two weeks.


GIFTS
If you have received a Chilewich item as a gift and would like to return it, you may be able to return the item for store credit redeemable at the Chilewich Online Store or the Chilewich Retail Store. For more information, please contact our Customer Service team at customerservice@chilewich.com

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 during transit, please inform us immediately. Ideally, take a photo of the defect and/or damage and send it to customerservice@chilewich.com, then follow the return instructions above. If you cannot take a picture, please call Customer Service at (888) 851-7130 between 8.30 a.m. and 5:00 p.m. ET, Monday through Friday.

THE CHILEWICH RETAIL STORE (NYC)
When accompanied by an original receipt dated within the past 30 days, items purchased from the Chilewich Retail Store in New York City or the Chilewich Online Store may be returned to the Chilewich Retail Store for exchange and/or a refund to the original method of payment. The Chilewich Retail Store is unable to issue cash refunds in excess of $350.

Items purchased more than 30 days ago and accompanied by an original receipt may be returned to the Chilewich Retail Store only for exchange or store credit.