RETURN GENERAL POLICY
Our design team at Onyx + Alabaster has hand selected these products because we love them. We’ve provided as much detailed information to help you make an informed purchase including dimensions and colors. With that we do not provide returns on any custom items, artwork, lamps, rugs, or furniture. Accessories with their original packaging and tag may be returned within 30 days of confirmed receipt of product provided by carrier delivery.
TO REQUEST A RETURN FOR AN ITEM VIA YOUR PREFERRED CARRIER:
Please obtain a submit an email and details to why you’re requesting a return, to receive a return authorization number from email@example.com. Once obtained, pack and return items in original condition, include the provided RMA form, and send to:
ONYX + ALABASTER
c/o Returns Department
1853 Fairview Blvd.
Fairview, TN 37062
If in any case the items you received are incorrect or damaged, please notify our customer service team within 48 hours at firstname.lastname@example.org to file a claim along with images of the product. Any notifications or claims outside of this window will be denied.
REQUIREMENTS FOR RETURNS
- Item(S) Has Been Delivered Within The Last 30 Days.
- Item(S) Are Unused/Uninstalled.
- Item(S) Must Be In The Original Packaging. This Includes All Original Packaging Material And Original Factory Information And Paperwork.
- The Item(S) Must Be Packaged Exactly As It Was Shipped. Do Not Write Or Put Any Markings On The Outside Of The Packaging. Any Slight Variation In The Repackaging Could Cause The Piece To Be Damaged In Transit, Making The Return Invalid.
- Any custom items are non-returnable.
All artwork is final sale. Once an order has been submitted, it cannot be changed or modified in any way. We cannot accept returns on any artwork purchases. All artwork is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Please note any damages at the time of delivery. Please note, artwork may be impacted by delays in production. Our team will provide notifications on impacted pieces as soon as we receive them.
If a defect is discovered and/or delivery is refused, please contact our Customer Experience team within 48 hours at email@example.com
Furniture orders may be cancelled within 24 hours of submitting the order. All furniture sales are final after this cancellation window. Please note, backorder dates are subject to change based on manufacturer production. Our team will provide notifications on impacted items as soon as we receive them. We cannot accept returns on any furniture purchases. Furniture is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Please note any damages at the time of delivery.
If a defect is discovered and/or delivery is refused, please contact our Customer Experience team within 48 hours. Onyx + Alabaster will replace the item or schedule a furniture medic or service technician to repair the issue at no charge to you.
Furniture that is refused due to size will be exchanged for merchandise or store credit only. We cannot cancel orders for in-stock merchandise once it has been transmitted to our vendors and fulfillment centers. Furniture that is refused due to non-damage or defect related feedback will be will be issued store credit as a refund less the original shipping and handling fee charges, a 20% restocking fee, and any return shipping fees.
FURNITURE SHIPPING & DELIVERY UPDATES:
Most of our furniture items will be delivered third-party by a delivery service provider during their weekday operating hours. If in stock, most pieces ship within 3-4 weeks of order receipt. Transit typically takes 14-21 business days barring any delays. This timeframe includes hub transfers, sorting, and inspections. Once ready to be delivered, a local delivery carrier agent representative will reach out to you directly to schedule a time that works for you to deliver your piece.
The local carrier agent representative will assist in moving and placing the piece in the desired space of your home (no more than one flight of stairs). Before your appointment, please make sure the walkway and the area where you’d like the item placed are clear. The delivery agent are not permitted to move existing furniture to make room for the new item. They are also unable to remove unwanted furniture or make any modifications to your home.
We ask that you take the time to review your delivery upon its arrival and provide a signature upon receipt. If you have any questions about how your furniture item will be shipped and delivered, please email us at firstname.lastname@example.org.
DECOR AND ACCESSORY ITEMS
We accept returns for decor pieces within 30 days of delivery with proof of purchase. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center
FINAL SALE + CLEARANCE ITEMS
Please note that final sale and clearance items are not returnable or exchangeable except for manufacturing defects. These items are identified by .99 endings in price and/or items purchased during a warehouse or sidewalk sale.