At Opalhouse, we approach shipping and returns with the same care and craftsmanship we put into our globally inspired home decor. Just as each of our handwoven rugs and artisanal candles is created with intention, we’ve designed these policies to ensure a seamless experience for our design-conscious community.

Shipping Information

We ship our handcrafted home decor worldwide (excluding some remote areas and parts of Asia). Our studio team carefully packages each item with the same attention to detail we apply to our designs.

Order Processing

Please allow 1-2 business days for order processing before your item ships.

Shipping Methods & Delivery Times

  • Standard Shipping: $12.95 via DHL or FedEx – delivers within 10-15 business days after shipping
  • Free Shipping: Available on orders over $50 via EMS – delivers within 15-25 business days after shipping

Designer Tip: For time-sensitive gifts, we recommend selecting standard shipping and placing your order at least 3 weeks before needed.

Our Return Philosophy

We want you to love every handcrafted piece in your home as much as we loved creating it in our Colorado studio. If an item doesn’t meet your expectations, we’re happy to help with returns or exchanges within 15 days of delivery.

Important Note: For health and safety reasons, we cannot accept returns on the following intimate items:

  • Bath & Body products
  • Beauty items
  • Opened candles

All other products must be returned in original, unused condition with tags attached.

Simple Return Process

Like the thoughtful layers in bohemian design, we’ve created a straightforward return process:

  1. Initiate Your Return (within 15 days of delivery)
    Email our customer care team at [email protected] with your order number and return request using the template below.
  2. Receive Authorization
    We’ll respond within 2 business days with return instructions and a prepaid shipping label for US customers. International customers will receive customs documentation.
  3. Package Your Items
    Include all original packaging, tags, and a copy of your invoice. Fragile items like ceramics should be wrapped as originally received.
  4. Ship Your Return
    US customers: Drop off at any FedEx location.
    International: Use the provided customs forms with your local carrier.
  5. Receive Your Refund
    Once we receive and inspect your return, we’ll process your refund within 5 business days.

Return Request Template

To streamline your return, please use this template when contacting us:

Subject: Return Request for Order #[Your Order Number]

Dear Opalhouse Team,

I would like to request a return/exchange for the following item(s) from my order #[Your Order Number]:

  • Item Name:
  • Quantity:
  • Reason for Return:
[For exchanges only] I would like to exchange for:

  • Item Name:
  • Product Code (if known):

Please let me know if you need any additional information.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Information

  • Refunds will be issued to your original payment method within 5 business days after we receive your return.
  • Credit card/PayPal refunds typically appear within 3-5 business days after processing
  • Original shipping fees are non-refundable (except for defective items)
  • International customers: Customs/duties fees cannot be refunded

Exchange Process

For exchanges, we’ll ship your new item once we receive your return. To expedite the process, you may place a new order and we’ll refund the original purchase after receiving your return.

Designer Tip: Our customer care team can help you select alternative items that better match your decor style, just like our Colorado studio designers layer textures for the perfect bohemian look.

Damaged or Defective Items

If your handcrafted item arrives damaged, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all return shipping costs.

For any questions about our shipping or return policies, please contact our customer care team at [email protected].

Last Updated: [Insert Date]