DECORATIVE OBJECT HUG

RETURN POLICY

Shop confidently and consciously 
We want you to feel confident about your order and delighted with your purchase! Please select carefully and review product details before ordering to make sure you understand each item’s unique scenario. Measure twice, ask us anything and request a swatch when available.

If you need to cancel your order
Most orders can be cancelled by contacting us within 12 hours of purchase. However, custom and made-to-order pieces are never cancelable or returnable. 

If you received a damaged or defective item
On the rare occasion that you receive a damaged or defective item, please contact us within 48 hours of receipt. Please include several images of; the shipping label, both the inside and outer box of the packaging materials, and images of the damaged item.  We are unable able to replace damaged items if not notified within 48 hours of receipt.  Please be sure to retain the item and all packaging in the event we need to arrange for a return shipment.  We will arrange for a prompt replacement of the defective or damaged item.

If the item doesn’t work in your home
Most items can be returned for a refund to your original form of payment less restocking fees. If you are not completely satisfied with your order, please contact us within 21 days of delivery and we will issue a return authorization number and return address. Returned merchandise must be sent back to the address provided within 30 days in its original packaging, with its return authorization clearly marked on the packing slip. You will be responsible for return shipping fees. Once your return is received in our warehouse and determined to be in new & unused condition, we will process your credit or refund. 

A refund will be made to the original method of payment, less a 25% restocking fee. The restocking fee covers outbound shipping (where applicable) plus restocking fees charged to I. Castillo Designs by the manufacturer. 

Items not eligible for return
These include oversized, custom and made-to-order furniture pieces, light fixtures, mirrors, faux botanicals and artwork.  Reduced/Close out items are final sale.  International orders are also not eligible for return.  

 

Ships in 2-3 Days When in Stock.

Email at info@icastillodesigns.com for transit times.

FREE SHIPPING

We are pleased to offer free standard shipping to the contiguous US on most every item.

DELIVERY BY TRUCK

Large and oversized items ship via Curbside Freight Truck and may require a surcharge. If a shipping surcharge is required, you will be notified for approval. Upon shipping, you'll receive your PRO (tracking) number. You will receive a call from the shipping company to schedule a convenient delivery day and time. Please reference the PRO number when scheduling. Storage fees may accrue in the event a delivery appointment cannot be scheduled within a reasonable time frame. You will be responsible for payment of any additional storage fees prior to delivery of your items, should they apply. WHEN YOU RECEIVE YOUR ORDER Be sure to carefully unpack your parcel:Items such as hardware pulls, lamp finials/harps, fountain pumps, etc. are often wrapped and packed separately inside your parcel. Planter sets are typically nested in packing materials and may not be visible until fully unboxed and all packing materials have been removed. Please retain all packaging until your item is fully assembled to avoid accidentally discarding any parts shipped with your order. Please contact us at info@icastillodesigns.com with any questions. Be sure to inspect all merchandise immediately upon receipt. Even if the packaging appears to be intact there is a possibility of concealed damage. In the unlikely event an item arrives to you visibly damaged, please note in writing any damage to the exterior packaging with the carrier, and accept the delivery. Do not refuse the order, as refusing may result in additional shipping charges or delay a replacement shipment. Please take time to carefully open your package and review the contents immediately. Please keep all original packaging materials until it is determined that your items are received in good condition. Notification of damage with MULTIPLE images must be made within 48 hours of receipt to info@icastillodesigns.com. Please include images of the shipping label on the box, the outer box/packaging, and the inside packaging of the parcel and images of the damaged item. We are unable to replace damaged items if not notified within 48 hours of receipt.

WHITE GLOVE SERVICE

For your convenience and the safest delivery of your furniture, we highly recommend a White Glove shipping upgrade. Your furniture will be carried inside your home by professional movers, unpacked, assembled (if necessary), placed and all packaging will be discarded. White Glove Service is optional on some items, while other items REQUIRE White Glove delivery. Surcharges range from $300-$450 depending on the item. If White Glove is required, it will be added to your shopping cart during checkout. Items that are shipped via truck & white glove service may have extended delivery dates due to transportation time and delivery schedules.

INTERNATIONAL SHIPMENTS

Please contact us at info@icastillodesigns.com for any international inquiries shipping outside the U.S. We can arrange to have any your items shipped within the contiguous U.S. to an international freight forwarder, who can then arrange shipping to a location outside the United States. Please note: International orders, once confirmed, are not eligible for cancelation or return. Items shipped to a freight forwarder become the responsibility of the receiving warehouse upon receipt. We are not responsible for damages incurred after the order is deemed received in good condition by the freight forwarder. Any damages must be reported within 48 hours of receipt by the freight forwarding warehouse to info@icastillodesigns.com. Images of the shipping label on the box, the box/packaging, and at least one image of the damaged item. We are unable to replace damaged items if not notified within 48 hours of receipt. The cost of shipping to international destinations does not include the cost of taxes, tariffs or other customs fees. All taxes, tariffs and other customs fees are the responsibility of the receiver. International shipping lead times can be longer than the domestic lead times listed on our product pages. All electrical items are wired to U.S. electrical standards.