At Home Decor Haven, we are dedicated to providing you with exquisite, handcrafted servingware that elevates your dining experience. We understand the importance of clarity and convenience when it comes to shipping and returns, so we’ve outlined our policies below to ensure your shopping experience is seamless and satisfying.
Shipping Information
We ship globally, excluding Asia and a few remote regions. Please allow 1-2 business days for order processing before your item is shipped. Once your order is on its way, you will receive a confirmation email with tracking details.
We offer two shipping methods to meet your needs:
- Standard Shipping: Shipped via DHL or FedEx. Delivery typically takes 10-15 business days after shipment. Shipping fee is $12.95.
- Free Shipping: Available on orders over $50, shipped via EMS. Delivery typically takes 15-25 business days after shipment.
Please note that delivery times may vary depending on your location and customs processing.
Returns & Exchanges Policy
We want you to be completely delighted with your purchase. If you are not satisfied, we offer a straightforward returns and exchanges process within 15 days of your receipt of the order.
Eligibility Conditions
To be eligible for a return or exchange, items must meet the following criteria:
- Unused and in original condition.
- In the original packaging, with all tags and protective wrapping intact.
- Accompanied by the original order confirmation or proof of purchase.
Non-Returnable Items
To ensure the highest standards of hygiene and customer safety, we cannot accept returns or exchanges on the following products once they show any signs of use, as they are considered sanitary items after contact with food:
- All Trays and Plates, including but not limited to:
- 10″ Round Plates
- 10″ Square Trays
- 10″ x 13″ Rectangular Trays
- 10″ x 14″ Oval Plates
- 10″ x 16″ Rectangular Trays
- 11.5″ Round Plates
- 11″ x 14″ Rectangular Trays
- 12″ x 20″ Rectangular Trays
- 13″ Round Trays
- 13″ x 18″ Oval Plates
- 14″ x 19″ Oval Plates
- 15″ x 22″ Rectangular Trays
- 16″ Round Trays
- 17″ x 22″ Rectangular Trays Tray
- 18″ x 20″ Rectangular Trays
- 3.5″ x 12″ Rectangular Trays
- 3.5″ x 5″ Rectangular Tiny Trays
- 3.5″ x 7″ Rectangular Trays
- 4.5″ x 12″ Rectangular Trays
- 4.5″ x 6.5″ Rectangular Mini Trays
- Items not in original condition, damaged, or missing parts for reasons not due to our error.
- Items returned more than 15 days after delivery.
Note: This policy is in place for the health and safety of all our customers. Each item is meticulously inspected before leaving our workshop to ensure it meets our quality standards.
How to Initiate a Return or Exchange
Follow these simple steps to request a return or exchange:
- Contact Us: Within 15 days of receiving your order, email us at [email protected] with your order number and product details. Use the template provided below to ensure we have all necessary information.
- Wait for Instructions: Our customer service team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and shipping instructions. Do not ship your return without an RMA number.
- Ship the Item: Carefully pack the unused item in its original packaging and mail it to the address provided. We recommend using a trackable shipping service, as you are responsible for the cost and risk of return shipping until we receive the item.
Return & Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Home Decor Haven Customer Service,
I would like to request a [return for refund / exchange] for my recent order.
Order Number: [Your Order Number]
Product Name: [Name of the Product from your order confirmation]
Reason for Return/Exchange: [Please provide a brief reason]
Please send me the necessary instructions and Return Merchandise Authorization (RMA) number.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number (optional)]Refunds
Once your return is received and inspected, we will send an email notification confirming receipt. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.
Please note: Original shipping costs are non-refundable for returns not due to our error (e.g., you received a damaged or incorrect item). For exchanges, we will cover the standard shipping cost to send the new item to you.
Exchanges
We replace items if they are defective, damaged upon arrival, or if we sent the incorrect item. If you need to exchange for the same or a different product, follow the process above. We will ship the correct or replacement item via standard shipping once the return is processed.
Damaged or Incorrect Items
We carefully pack and inspect every order before shipment. If you receive a damaged or incorrect item, contact us immediately at [email protected] with your order number and photos of the product and packaging. We will quickly resolve the issue by sending a replacement or issuing a full refund, including shipping costs.
Questions?
If you have any questions about our Shipping & Returns policy, please don’t hesitate to contact our friendly customer service team.
Email: [email protected]
Address: 6601 West Ocotillo Road, Glendale, US 85301