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Returns, Exchanges, Refunds, Cancellations, Damaged or Missing Items
When you shop or contact us, your satisfaction is our #1 goal & commitment. So, if for any reason you wish to return or exchange an item purchased or received as a gift we will be pleased to make that happen smoothly.
Always check your package for damage. If your are signing for a delivery your signature means the contents are in perfect condition unless you write DAMAGED on all copies of the paperwork. Do not let a delivery person rush your inspection. Please let us know quickly of any issues. Without your timely contact, we have less ability to resolve problems.
Below you will find details on how to handle most situations that could occur. Any questions or concerns? Call Us- we are here 7 days a week.
Returning an Item
It is your responsibility to get the items back to us in new condition. If the item you received was damaged, please jump right to the procedure below about damaged items.
You need to contact us for a return authorization number (ran#) before returning anything. E-mail works best for this. Please e-mail us with your contact information, purchase details and why you are making the return. You will hear back from us as soon as we confirm your purchase. This is usually just a few hours. If you haven't heard back in 24 hours please e-mail again or call us. If after store hours, leaving a voice message is fine.
We will refuse any packages sent to us without a ran#. Which means it will be returned to you at your expense.
We recommend you invest in full value insurance and use a shipping method that can be tracked. This is how we ship to you. We have found these steps protect both your items and happiness.
Shipping and Handling charges are non-refundable. Some of your purchases may have come to you with free delivery. If you are returning an item that was delivered to you with free shipping, our actual shipping cost will be deducted from the exchanged or returned value. Shipping cost will not be deducted from an order which you cancel before it has been shipped.
If you are not ready to decide what you want as an exchange, we can issue you a non-expiring store credit for use in the store or on-line.
Items purchased through our web site do not need a receipt, we will have it on record. Items purchased direct from our gallery only need a receipt if you did not give us your contact information at the time of purchase. For gifts, we will need the name of the purchaser. For gifts you did not purchase, we only offer exchanges or a store credit.
The Shipping Address for Returns is:
Stowe Craft & Design Gallery
Exchange - Return Exceptions
Merchandise that has been worn, used, or altered will not be accepted for return or exchange. No returns are allowed for sale items, special orders or customized orders. Any return sent back without a ran# or sent freight or postage collect will be refused.
We have many years of successful shipping experience, but damage sometimes does occur. We now invest in a fully insured, Federal Express packaging service. There are a few steps we need to ask you to follow in order for us to provide you the best service in case of damage.
1. Report Damage Immediatly.
2. Save the box and all packing materials.. The shipping agency usually will inspect them
3. Please take photos of the boxes or crates showing outside evidence of damage. Also take photos of the contents and the damage. Many cameras take really large photos- if you know how, set the camera to take medium size photos so you can email them more easily.
4. Repack and Return the items and packing materials to the box or crate For tips: click on our packing tips Packaging Tips
5. Contact us at Stowe Craft. E-mail us with the name on the shipping label, the details of the problem and how to get in touch with you besides e-mail.
If you don't hear back from us quickly, please call us on our toll free line: 1-877-ilovevt.