Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. For certain items such as furniture, rugs and lighting we must be notified immediately upon receipt for any return requests. For larger items such as furniture, lighting and rugs we have a restocking fee of 20% both for online and in store purchases. Sale items are all final sale. 

You can always contact us with any return or refund questions at gina@brassmonkeycreative.com.

General merchandise: To be eligible for a return and refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. For in store purchases you can return to either of our two locations. We refund to the original form of payment. If you paid by check we will issue a check for your refund. This can take up to 14 days to process.

For online purchases and returns please contact us at gina@brassmonkeycreative.com with your request.  If your return is accepted, we’ll send you a return authorization number along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note: Customers are responsible for return shipping. Please note: we ask that you NOT call our shops regarding online purchases since our shop teams are not trained to handle online support questions.

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We are required to show proof of damage to our carriers so we will ask you to take photographs of damaged packaging and items. NOTE: For furniture, rug and lighting - you MUST make note of damages to packages on the Bill of Lading (BOL) upon receipt of the item. Please do NOT sign your BOL without noting the damage in writing on that document and photographing the box/crate/shipping materials. We cannot approve returns for items that arrive damaged without documentation of damage to the box, crate or shipping container. Please notify us immediately on shipping box damages. 

Exceptions / non-returnable items: Certain types of items cannot be returned, such as perishable goods (for example, food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We do not accept returns on gift cards. All sale items are final sale. 

Furniture: Many of our furniture items ship directly from our manufacturers. Once our partners have processed an order for shipment it cannot be cancelled. For any online furniture returns or cancellations, customers are responsible for return shipping costs and a 20% restocking fee. In-store furniture purchases are also subject to a 20% restocking fee. Custom furniture orders cannot be cancelled or returned. 

Lighting: Many of our lighting fixtures and lamps ship directly from our manufacturers. Once our partners have processed an order for shipment it cannot be cancelled. For any online lighting returns or cancellations, customers are responsible for return shipping costs and a 20% restocking fee. In-store lighting purchases are also subject to a 20% restocking fee. Custom lighting orders cannot be cancelled or returned. 

Rugs: Many of our rugs ship directly from our manufacturers. Once our partners have processed an order for shipment it cannot be cancelled. For any online rug returns or cancellations, customers are responsible for return shipping costs and a 20% restocking fee. In-store rug purchases are also subject to a 20% restocking fee. Custom rug orders cannot be cancelled or returned. 

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
For in store returns we refund immediately back to the original form of payment. Please note that orders paid by check can take up to 14 days for a refund check to be issued.

For online returns, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded back to your original payment method once your return is received. Please remember it can take some time for your bank or credit card company to process and post the refund too.