Just as we carefully hand-select each material for our globally-inspired collections, we want your return experience to reflect the same thoughtful consideration. Our policy is designed to be as seamless as the patterns in our artisan-crafted rugs.

Our Return Promise

We stand behind the quality of our handcrafted home decor. If you’re not completely satisfied with your purchase of accent rugs, bedding sets, or any of our artisan products, you may return most items within 15 days of delivery for a refund or exchange.

Non-Returnable Items

To preserve the integrity of certain collections, these items cannot be returned:

  • Opened bath & body products (for hygiene reasons)
  • Used bath towels and bathroom rugs & mats
  • Candles & home fragrances that have been burned
  • Personalized or custom-made decorative objects
  • Final sale items (clearly marked at purchase)

The Return Process

Like arranging the perfect globally-inspired space, we’ve made returns simple in three steps:

  1. Initiate Your Return
    Contact our Washington-based team within 15 days of delivery at [email protected] with your order number and return request. Use our template below for fastest processing.
  2. Package Your Items
    Return items in their original packaging with all tags attached, as carefully as we package our hand-rolled rugs. Include a copy of your packing slip.
  3. Ship Your Return
    Send your package to:
    Opalhouse Returns
    2850 Davenport Street Northwest
    Washington, US 20008

    Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Timeline & Methods

Once we receive your return:

  • Processing takes 3-5 business days (with the same care we give to inspecting new inventory)
  • Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Allow 7-10 business days for the refund to appear in your account, depending on your financial institution

Exchange Process

For exchanges (subject to availability):

  1. Follow the same return process above
  2. Include a note specifying your desired exchange item
  3. We’ll process your exchange once the return is received
  4. You’ll be responsible for any price difference and additional shipping costs

Tip: For fastest service, consider placing a new order for the desired item while processing your return.

Return Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request for Order #[Your Order Number] Dear Opalhouse Team, I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date]. Items to return: – [Product Name] (Quantity: X) – [Product Name] (Quantity: X) Reason for return: [Please specify – e.g., incorrect item, damaged, not as described, etc.] For exchanges, I would like: – [Desired Product Name] (Quantity: X) I have reviewed the return policy and confirm the items meet all return conditions. Thank you, [Your Full Name] [Your Email Address] [Best Contact Phone Number]

International Returns

For our global customers (excluding certain Asian and remote areas):

  • Follow the same return process
  • Mark the package as “Returned Goods” to avoid customs charges
  • Original shipping costs are non-refundable
  • Refunds will be issued in USD

Damaged or Incorrect Items

If you receive a damaged item or incorrect product (which we carefully try to prevent, just as we carefully craft our designs):

  • Contact us within 48 hours of delivery
  • Include photos of the damaged/incorrect item and packaging
  • We’ll arrange for a replacement or refund, including return shipping costs

For any questions about our returns policy, contact our Washington team at [email protected]. We’re as committed to your satisfaction as we are to bringing you globally-inspired designs for your home.