Returns + Exchanges

Our design team works to curate high-quality and craftsmanship across our collections and we hope that you love your items when they are delivered.  If for some reason, you are not completely satisfied with your purchase and your item(s) are eligible for a return, please contact us to return or exchange your item(s) within 21 days of the delivery date, with proof of purchase.

Customers must contact us in advance of returning items to receive a Return Authorization Number and appropriate instructions. Returns sent that do not include Return Authorization will not be accepted. 

All returns and exchanges must be post-marked within 21 days of the initial delivery date without exception. Not all items are eligible to be returned. 

Eligibility for Returns:
All items that are eligible for a return must be sent back in the original packaging.  If original packaging is unavailable, the customer is responsible for arranging equivalent packaging. Items must be in new condition, meaning they are in unused/unwashed condition and show no signs of wear. For all lighting and wallpaper and other fixtures once an item has been installed it cannot be returned.

Returning an item is at your own risk. You must ensure that the item is adequately packaged, and at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for a refund.

 

If your item is marked as FINAL SALE or MADE TO ORDER or is a Special Order, it is not eligible for return. 

 

ARTWORK + MIRRORS
All artwork is final sale. Once an order has been submitted, it cannot be changed or modified in any way.  We cannot accept returns on any artwork purchases. All artwork is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Please note any damages at the time of delivery and refuse the delivery. Please note, artwork may be impacted by delays in production. Our team will provide notifications on impacted pieces as soon as we receive them.

FURNITURE
Furniture orders may be cancelled within 24 hours of submitting the order. All furniture sales are final after this cancellation window. Please note, backorder dates are subject to change based on manufacturer production. Our team will provide notifications on impacted items as soon as we receive them. We cannot accept returns on any furniture purchases. Furniture is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Please note any damages at the time of delivery and refuse the delivery.

If a defect is discovered and/or delivery is refused, please contact our Client Services team within 48 hours. Shop Montage will replace the item or schedule a furniture medic or service technician to repair the issue at no charge to you.

Furniture that is refused due to size will be exchanged for merchandise or store credit only. We cannot cancel orders for in-stock merchandise once it has been transmitted to our vendors and fulfillment centers. Furniture that is refused due to non-damage or defect related feedback will be will be issued store credit as a refund less the original shipping and handling fee charges, a 20% restocking fee, and any return shipping fees.

LIGHTING, RUGS, PLANTERS, STONE and Other Oversized Items (or items that ship by truck or white glove carrier)
Please contact our Client Services team at clientservices@shopmontage.com to obtain an RMA form and/or a factory return label. Our customers are responsible for original shipping, return shipping and a 25% restocking fee. Refunds are made to the original method of payment.  Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect.

Please note, once the item has been received back to our designated facilities with an approved RMA, a quality control review will be issued. This process takes approximately 3-5 business days, from the date of receipt. A refund will be issued once completed within 7-10 business days.

DECOR, GIFTS, APPAREL, SPA, BEDDING, BATH AND SERVEWARE ITEMS
We accept returns for eligible items as described above within 21 days of delivery with proof of purchase. Our customers are responsible for original shipping, return shipping and a 20% restocking fee. Returns We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.

FINAL SALE & CLEARANCE ITEMS
Please note that final sale and clearance items are not returnable or exchangeable except for manufacturing defects. These items are identified by .99 endings in price and/or items purchased during a warehouse or sidewalk sale. 

DAMAGES

Small Parcel Deliveries:
If UPS, USPS or FEDEX deliveries arrive with evidence of damage, customers must notify client services within 48 hours of original delivery date.
Images of any damaged and/or defective items are required to be sent via email before return authorizations can be issued.

If you have received item(s) that are incorrect and not as indicated on your purchase receipt, please notify client services team within 48 hours to initiate a replacement request.

Oversized Truck Deliveries + White Glove Deliveries:
Please contact us within 48 hours of your delivery to file a damage claim. All items must be fully inspected by consignee and any damages or incorrect items must be noted on the BOL before signing for your delivery to be eligible for a damage claim.  If you do not notate damages, your item(s) will be ineligible for a replacement or damage claim and will not be refunded.  

Any notifications or damage claims initiated outside of the above-referenced time frames will not be honored. We cannot process a claim or issue a return on lighting, rugs or any items that have been installed or indicate any sign of damage from installation. 

If you have received item(s) that are incorrect and not as indicated on your purchase receipt, please notify client services team within 48 hours to initiate a replacement request.

Rugs: Variation and imperfection in weave, fiber size, color, and overall rug size (up to 2-3" in length and width) are normal characteristics and are not considered a manufacturing defect. 

Color Note: Because every computer monitor displays color differently, we cannot be responsible for variations between the actual product color and how it is displayed on your screen. Descriptions of merchandise, including colors or shades, textures, and other feature are provided by the manufacturer; Shop Montage assumes no liability whatsoever for the description, for variance, including in colors or textures, minor imperfections, and/or for a product not meeting with customer satisfaction, absent a manufacturer-verified defect. 

Measurements: Please ensure to measure properly prior to placing any orders. If you have any questions regarding the product’s size and delivery methods, please email clientservices@shopmontage.com. Orders that are cancelled or refused at delivery due to sizing issues are subject to a 25% re-stocking fee.

LOST PARCELS
In the event that the package is not received or lost in transit, but shows delivered to the shipping address associated with the order, Shop Montage will not be liable for non-receipt of goods or replacement of goods. Shop Montage will assist in filing a trace and claim with the respective carrier to assist client in locating lost parcels. 

Parcels that are unclaimed or refused will be subject to applicable return and re-stocking fees and will not be considered cancelled.

 

START YOUR RETURN 

We do not refund original shipping charges. If your item was purchased during a shipping promotion or if a free shipping offer code was applied, a 10% return shipping charge will be deducted from the original, pre-discounted price of your item for original shipping charges. Please contact us below and we will provide you with a shipping label to return your product. Products are subject to return shipping and restocking fees as itemized above. 

Oversize Truck Delivery / White Glove Delivery Returns: If your item is eligible for returns and was marked as oversize ships by truck or white glove, please contact us to arrange your return. Due to the size of these items, we are unable to issue ground return labels and we must arrange freight carrier pickup which can take between 10 and 30 days. Freight returns will be issued a refund less original shipping and handling charges in addition to a 25% restocking fee from the original, pre-discounted product price one items have been returned and inspected. Return requests will be accepted within 21 days of the delivery. 

Orders that are cancelled in transit or refused at delivery due to non-damage reasons (include but are not limited to size, color variation, etc.) are also subject to a 25% re-stocking fee.

RETURNING ORDERS FROM OUTSIDE THE 48 US CONTIGUOUS STATES
International orders and orders shipped to Hawaii or Alaska cannot be returned.