SHIPPING, RETURNS, REPLACEMENT

What is Pearl and Maude's return policy?

All of our products are made to order, specifically for you. We highly recommend purchasing samples before ordering fabrics and wallpapers. We also recommend ordering the entire amount of product you will need for your project in one order. However, we do offer a limited return policy. Please keep reading for more information.

SHIPPING

Pearl and Maude has introduced free shipping on all orders over $100 and within the 48 Continental United States as of October 1, 2019. For all other locations and countries, please message us at contact@pearlandmaude.com to discuss shipping rates.

Pearl and Maude shipping policies are subject to change and may be revoked at any time. Pearl and Maude reserves the right to charge shipping on orders that do not follow this policy.

Nearly all Pearl and Maude products are made to order and typically require 2-3 weeks to be made. Please note that all custom orders take more time to process.

RETURNS*

All undamaged goods qualify for returns, less a 50% re-stocking fee, up to 30 days after delivery. If 30 days have gone by since you received your products, or if it was a customized order, unfortunately we cannot offer you a refund. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will issue a refund only after receiving your return + communication via email.

Sale items are final sale. This includes items purchased at a discounted price using an online code.

EXCHANGES*

Any products for which samples are not available (pillows, ornaments, art prints, etc) can be exchanged, less a 20% restocking fee. We will ship your replacement product only after receiving your return + communication via email. Fabric and wallpaper do not qualify for exchanges.

REPLACEMENT*

All purchases should be inspected for damage and defects immediately upon delivery. If you believe your product to be defective, and it has not been used or installed, please contact us by emailing contact@pearlandmaude.com within 7 days of delivery so we can review your issue. We require written notification as well as photo documentation of damages (including original and shipping packaging) within 7 days of delivery. After 7 days, we will no longer replace an item. We will ship your replacement product only after receiving your return + communication via email.

DAMAGED or STOLEN*

Did your order arrived damaged OR was not delivered OR was lost OR was stolen from your doorstep? We are not liable for any mishandling or failed delivery by the shipping service (USPS or UPS, domestically or internationally), and we are not liable for any damage incurred post-delivery. We work hard to package each order with care so that it arrives undamaged. Please be kind when reaching out and remember that we do not run the post office or UPS, and we have no control over the treatment of your package in transit! It’s just as much of a bummer for us to see damaged product as it is for you to receive them.

That being said, this is how we typically handle situations that fall outside of our control:

Damaged: If your product is damaged in transit we are happy to handle this on a case by case basis with individuals who are able to provide details and documentation of the damage. You may be asked to file a claim with the shipping service. If the order is a complete loss and we offer a replacement, we ask that you return the product to our studio, either in the original packaging or in sturdy packaging purchased at your local post office. You are responsible for shipping costs for replacement products. We are unable to replace for free any products damaged after delivery, so please place your products in a place away from possible water or heat damage.

Not Delivered / Lost / Stolen: If your package is marked “Delivered” and yet is nowhere to be found on your doorstep, please first check your confirmation email to ensure that you input the correct shipping address. We are unable to replace any print order for free if the shipping address is incorrect. This does happen occasionally, and it is not uncommon to have the package returned here to the studio. If that is the case, we are more than happy to forward it to your correct address, though we ask that you pay for the postage. If the address is correct and you believe your package to have been lost, stolen, or if you missed the delivery, you must contact the shipping service personally. Unfortunately, there isn’t anything we can do on our end, so we are unable to address any failed delivery or theft issues directly. If a package is unable to be delivered, and is returned to our studio, we are happy to reship, but ask that you pay the for the additional postage. We are unable to reprint any order for free that has been not delivered, lost, or stolen.

 

You are important to us, and we want you to fully enjoy your purchase. If you are not completely satisfied with your purchase, please contact us at contact@pearlandmaude.com so that we can find a solution.

 

*Shipping and handling fees are, unfortunately, not refundable.

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