Orleans Exchange Return Policy

Shop with Confidence

Thank you for being a customer of Orleans Exchange! We are absolutely committed to your satisfaction as part of a highly positive shopping experience.

We curate unique, high quality, stylish products which meet our standards for exceptional craftsmanship. We maintain a boutique approach to our business, with all levels of staff fully engaged in daily business. We work hard to ensure you are recognized as a stakeholder in our business, just as we want you to feel that stakehold through service quality and our attention to detail.

Please note that Orleans Exchange does not warehouse products. We work with individually selected artisans, craftsmen, suppliers and manufacturers from throughout the United States. This means that most items of Orleans Exchange are curated specifically for the individual customer at time of order, much like a personal shopping service. This places limitations on guaranteed delivery times and availability, according to artisan, craftsman, supplier or manufacturer ability to complete the order. Orleans Exchange will communicate delays and expectations for delivery to customers as provided to us by suppliers. It is our goal to ensure customer satisfaction and transparency in product delivery. Please be aware that some products may be backordered or require handcrafting, thus delaying delivery for up to eight weeks. If you have specific questions regarding product availability by a particular date, please contact customer service prior to ordering or using your order number after processing of your shopping cart.

30-Day Orleans Exchange Return Policy

We understand that sometimes an item is not a great fit for your lifestyle, home or office despite your initial excitement to obtain it. For this reason we offer a 30-Day Orleans Exchange Return Policy whenever we are able, according to individual brand allowances and policies. See below for exceptions.

This means you have time to return the item so that we receive it within 30 days of delivery to your address. Simply contact us as early as possible after you have received your item so we may help facilitate return within the 30 days of delivery. As most of our items are custom curated for your order, an additional restocking fee will be deducted. See below for information.

Final Sale Items: Please note that not all products qualify for the 30-Day Money-Back Guarantee. Because we acquire items specifically for your order some items cannot be returned by us to manufacturers, artisans or craftsmen. We are unable to accept returns on these items. See individual brand pages for your products’ return policies and eligibility. We are unable to accept returns on custom pillows and freight-shipped furnishings, except according to individual brand terms and allowances. Please see individual brand pages for details.

How to Return an Item

If you purchase a return-eligible item and wish to return it, please contact us at custsvs@orleansexchange.com.

The return needs to be on its way back to us in time for us to receive it within 30 days of delivery, unused and in perfect condition in its original, unmarked packaging. You will be refunded for the total purchase price, less the original shipping cost. You will be responsible for outbound and return shipping and delivery charges. Refunds will be issued in the form of a credit back to the original method of payment.

Please note that there is an additional restocking fee for returning freight-shipped items.

Cancellation Policy

To cancel your order, please notify us within 24 hours of placing it. If the order has not been processed through the manufacturer, artisan or craftsman for fulfillment we can honor the request and refund your payment in full.

Orders cancelled after processing may be subject to restocking fees. In the event that you cancel your order after it’s shipped, you may return it for a refund minus cost of shipping from Orleans Exchange to your home address.

Undeliverable packages will be restocked and treated as cancellations, meaning we’ll refund you for the product cost minus shipping and the restocking/handling fee of 20 percent.

Defective or Damaged Items

Please confirm the condition of your item upon delivery. Damaged items must be refused at acceptance. Otherwise, on the rare occasion that your order arrives damaged, please contact us immediately so we can work with the manufacturer or craftsman to facilitate an exchange. You’ll need to email us with photos of the damaged merchandise during that time.

If anything is missing from your order, please contact us so we can send you a replacement. Contact us at custsvs@orleansexchange.com. In the event an exchange cannot be made, we will offer a substitute or refund.

Custom Orders

We offer a variety of unique custom ordered, curated and drop-shipped products, many of which are made-to-order. This means they can only be cancelled up to 24 hours after purchase. They are also not eligible for return, unless the manufacturer or drop-shipper maintains its own return policy. In the event these third parties do have return policies, associated products of those brands are returnable according to those individual brand policies. See individual brand pages for eligibility.

Have more questions?

Please contact us at custsvs@orleansexchange.com.

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