Returns & Refunds

If you are not completely satisfied with your purchase, you may return your item(s) for a full refund. Please note that custom orders and items purchased on sale are not eligible for return or exchange.


Please note the following:
1) It’s important that returned items are unused, with all original labels and/or tags attached. There is a 10% re-stocking fee for items returned without their original labels and/or tags. We also reserve the right to refuse returns that are not in as-new and unused condition.
2) Any taxes charged will be refunded in accordance with applicable laws.
3) Customers are responsible for the return shipping costs.
4) Returns are accepted within 30 days from the item’s ship date.
5) If you are returning a woven floor mat: please make sure to re-roll it with the woven (fabric) side facing out.
6) If you are returning placemats: please make sure to lay them flat.


Recommended Return Method
1) Please visit our UPS Returns site and follow the step-by-step instructions to create and print your return label. This site allows you to take advantage of our preferred UPS shipping rates.
2) 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.

Alternative Carriers
If you choose to return the package via another method:
1) Please make sure you include the original packing slip with your return.
2) Pack your items securely (per instructions above) and 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

3) Please make sure that your return package is insured and trackable as we are unable to issue a refund if we do not receive the package. We cannot accept COD deliveries.
4) You can expect to receive your refund to the original method of payment within one to two weeks.


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 at Customerservice@chilewich.com or call our Customer Service at (888) 851-7130 between 8.30 a.m. and 5:00 p.m. ET, Monday through Friday.
If you can, please include a photo of the defect and/or damage.

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.

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.