RETURNS

Cancellations
Unfortunately, due to our fulfillment process, orders cannot be modified, delayed, or canceled once submitted. You will need to request a return authorization for any items you choose to return. 

Is my item returnable?
In the event an item is not perfect for your space, you are welcome to return items within 14 days of receipt. Items must be in original, unused/new condition and must be returned in the original packaging. 

All items are subject to original shipping charges, a 20% merchandise restocking fee, and return shipping charges.

*Please note, the following items are excluded from returns: area rugs, mirrors, pillows, poufs, throws, and wall hangings. Any item returned in a condition where it can not be resold will not be refunded and will be either donated or destroyed.

How do I return an item?
If you would like to exchange or return an item that you received within the last 14 days, please contact our customer care team at returns@ropeandrattan.com. 

Once you request your return, we will issue a return authorization and will send a shipping label via email within 5 business days of your request. Please note, items may only be returned from the original delivery location. The return authorization and shipping label are valid for 7 days. Note, items without a return authorization number will not be accepted and will be returned to you without a refund. 

Returning an item is at your own risk. Please be sure to carefully package your item. Rope and Rattan is not liable for items that are damaged or lost in transit. Return items that are lost or arrive damaged will not be eligible for a refund.

How will I receive my refund?
Once the return process is completed, you will receive a refund to the original form of payment, less original shipping charges, a 20% merchandise restocking fee, and return shipping charges. Please note, monetary refunds may take up to 7-10 business days to process. 

Need help to find the perfect piece?
We look forward to hearing your feedback regarding your return and what you are looking for. Our design team is committed to sourcing unique pieces that fit your style, and we are excited to help you find the perfect accessory for your space. Please feel free to email hello@ropeandrattan.com.

Exchanges
We do not offer exchanges. If you would like to receive an item in a different size or color, please place a new order on our website and request a return authorization for the original order. 

Shipping Damages
Please inspect the packaging before signing for an item. If a package or item has freight damage, please refuse the shipment and note the damage on the paperwork. 

All damage claims must be received within 48 hours of the item’s arrival. Please email returns@ropeandrattan.com to report damaged items and be sure to include photos of the damaged item(s) and packaging. We cannot accept damaged returns or issue refunds without photos and the original packaging.  

Please note, if you sign for a freight shipment without reporting visible damage to a package, you will be responsible for the damages, and your claim may be denied. 

Note, damage claims reported after 48 hours of your item’s arrival may be declined. 

Rope and Rattan is not responsible for any stolen or misplaced packages. Please notify the carrier if the package is missing or damaged, and file a claim directly with them.

Defective Products
If you receive any products that you believe are defective, please contact us within 48 hours of receiving your items at returns@ropeandrattan.com.  Please provide photos and a description of the issue with the product. Claims will not be honored if an item is used, installed, or not reported within 48 hours of receipt.  If Rope and Rattan deems the product to be defective or damaged, we reserve the right to determine if a product may be replaced or if a refund will be issued.

Stock and Lead Times
Stock, lead time, and shipping time vary depending on the product. Please note that on occasion the stock quantities shown on the website may vary from our actual inventory and may cause an increased lead time.
We work diligently to keep a close eye on stock availability; however, it changes daily, and we do not guarantee all items to be in stock. If an item is back ordered we will notify you within 5 days of receiving your order with an estimated delivery date.

Color Disclaimer
Rope and Rattan cannot guarantee that the colors you view on your electronic device accurately reflect the true coloring of our products. Subtle color and texture variations are to be expected and are not deemed as defects.

Natural Products
The beauty in many of our products comes from naturally sourced materials. Please note that natural products will have variations in color, pattern, texture, shape, and size. These beautiful variations make each piece one-of-a-kind and are not seen as defects.