RETURNS
Returns, Exchanges & Issues
We are committed to ensuring your satisfaction, and we pride ourselves on processing returns/exchanges stress free and as quickly as possible. If for any reason the item you purchased from us didn't work out, you may return or exchange your item in original, unused condition within 30 days of the shipping date for an exchange or full refund.
For returns, we provide a complimentary pre-paid shipping label. Please note, so that we can process returns and exchanges efficiently and offer the best service possible to our customers, items must be shipped back to us within 21 days from when the Return Authorization # was issued. For security reasons, you must obtain a drop off receipt from the shipping carrier when returning your order. If you do not obtain a drop off receipt and the package is subsequently never scanned and lost, we are not liable. Please note, express shipping fees that are added on by the customer are not refundable, even in cases where the carrier misses their promised delivery timeframe. For example, UPS no longer guarantees 2nd Day Air service, so we cannot refund shipping charges in cases where the customer pays for 2nd Day Air, but UPS does not deliver within 2 business days.
- Please allow 3-5 business days from when the item is received by us for your refund to process.
- Original shipping costs are not eligible for reimbursement.
- If we made a mistake with your order, just let us know and we'll make it right, including covering all shipping costs.Â
The below exclusions to the return policy apply:Â
- Holiday Returns - For orders placed between November 1-December 20, customers can return their order for refund within 30 days of the shipping date. Between 30-45 days of the shipping date, customers can return their order for store credit or exchange only. After 45 days from the shipping date, orders are no longer eligible for return or exchange.
- Multiple Returns- In order to protect against abuse of the free return/exchange policy, we offer 1 round of free returns/exchanges per customer. After returning/exchanging their first order, customers would responsible for return shipping costs on subsequent orders. Additionally, items from different orders cannot be combined into the same return.
- Returning and Repurchasing the Same Item: If a customer returns an item only to repurchase the same item, the customer is responsible for return shipping costs.
- Purchasing 2 or More of the Same Item for Comparison: Due to the natural variation in the patina we use, our pieces are not perfectly uniform from one to another. That's what makes them beautiful. We strongly urge against customers purchasing multiple quantities of the same item for comparison. In these cases, our free return policy is not applicable and customers will be responsible for all return shipping costs.
- Gift Cards- Gift cards are non-refundable. If an item is paid using a Satchel & Page gift card and returned, the value of the item will be returned to the original gift card. We do not provide cash refunds on items paid for by Satchel & Page gift cards.
- Freight Shipped Items: Pieces with individual purchase prices greater than $1,000 and/or ship via freight are subject to return shipping fees, must be crated for freight transit at purchasers expense and will incur a 5% restocking fee. Upon return inspection the balance will be credited or returned.